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Shopping Help

Need Help? We're Here for You.

Browse our most commonly asked questions below.

We know how important speed, reliability & good service are to you. If you need assistance, our friendly team is just a call or message away.

Reach us on 0800 285 685 during business hours or use the form below for a quick response.

Q&A

Q:
Company – Where are we located?

A:

Our head office is based in North Shore, Auckland. We primarily dispatch goods from distribution warehouses located in Auckland, with additional warehouse facilities in the Wellington and Christchurch regions.

Q:
Ordering – Can I change or cancel my order after it's been placed?

A:

We process orders very quickly to get them to you as soon as possible. If you need to change or cancel your order, please contact us as soon as possible & we’ll do our best to accommodate any requested changes.

Q:
Payment - What forms of payment do we accept?

A:

We accept payment via Visa & Mastercard, debit card, Google Pay, Apple Pay & online banking.

Q:
Payment – Is our online payment secure?

A:

We use Windcave as our payment provider. Card details will be entered into a secure PCI-DSS compliant payment page which offers the industry standard protection for absolute security & privacy. We are enrolled in 3D Secure authentication which provides an extra security layer for online card payments. We will not save, nor will we be advised of your card details.

Q:
Pick-Up - Can I collect my order?

A:

Pick-up is available for most items directly from our distribution warehouses or from our Auckland head office. All pick-up orders must be placed & paid for online prior to collecting.

Q:
Pick-Up - What do I need to bring when collecting my order?

A:

To ensure a smooth and secure pickup, please bring your pickup reference number and a valid photo ID. If someone else is collecting on your behalf, just let us know in advance. They’ll need to show their own photo ID and quote the pickup reference number at the time of collection.

Q:
Pick-Up - When will my order be ready for pickup?

A:

Most collect orders are ready in 2 business hours after your order is processed. In some cases, items may take longer if stock needs to be transferred between locations. Once ready, you will receive a confirmation email with the full address, pick-up reference number, and any additional instructions to ensure a smooth and hassle-free experience.

Q:
Products - Are our stock levels accurate?

A:

We ship direct from our NZ based distributors. Stock is updated daily so is very accurate, however we cannot always guarantee stock quantities. If an item is low in quantity please contact us to confirm availability. If an item sells out between placing and processing your order through to the warehouse we will inform you of the situation. In this event you will have the option to back order the original item, place an order for an alternative item or request a full refund.

Q:
Products - Do our products come with NZ warranties?

A:

Yes. Our products are supplied through the official NZ distribution channel with NZ warranties. We do NOT parallel import.

Q:
Shipping - Can I track my order?

A:

Once your order is dispatched, you can login to your account and click the "Track Order" link. Our staff will then provide you with your courier track information as well as proactively check and advise of any potential courier issues that may have occurred.

Q:
Shipping - Do we deliver to PO Boxes?

A:

Unfortunately we cannot deliver to a PO Box & will require a physical street address.

Q:
Shipping - Do we ship internationally?

A:

Unfortunately we do not deliver outside of NZ. If you require items to be delivered overseas you will need to arrange shipping with a freight forwarding company.

Q:
Shipping - How long does delivery take?

A:

Once your order has dispatched, we can deliver nationwide within 1–3 working days. Do allow extra working days for rural and/or bulk deliveries.

Q:
Shipping - How long does it take to dispatch my order?

A:

Place your order Monday-Friday, and provided the item is in stock and payment has been confirmed before 3pm, we will aim to dispatch your order the same day. We provide dispatch time frames on every product page. Please note that some of our warehouses have an earlier cut-off time. Orders placed during a weekend or public holiday will be processed the next business day.

Q:
Shipping - How much does shipping cost?

A:

We offer FREE nationwide delivery on most items. Larger items may incur a shipping charge which will be calculated & displayed when viewing your shopping cart & during checkout before you submit your order.

Q:
Shipping - Which courier company/service do we use?

A:

All items are sent on a signature courier delivery service. NZ Post & NZ Couriers are our main courier service providers, however we do use multiple providers due to warehouse location, parcel size & delivery timeframes. All packages are fully tracked & insured, so in the unlikely event that your item(s) are damaged or go missing in transit, you are covered. For more information please visit our Shipping page

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Need Additional Help?

Send our team a message & we will respond within 1 working day. Alternatively call us during business hours on 0800 285 685