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FAQs

Here are some of our Frequently Asked Questions. Please feel free to read through any that match your question. If there is none you may contact us through our Contact us submission form.

 

Payment Information

  1. How can I pay for my order? – You can use any of the following methods:
    1. Credit/ debit cards - We accept Mastercard, VISA, Discover or American Express. This option is offered via Paypal and Stripe.
    2. Online banking/ cash deposit (in New Zealand). Details for banking will be shown at checkout.
    3. Afterpay ($50 – $500 order total)
    4. Account – Account customers can pay for their orders in arrears once a month. Please contact us if you want to use this option.
  2. Can I buy now and pay later? – Yes, you will need to select Afterpay during your checkout. We offer this option for orders in the range $50 - $500 only.

 

Order Information/ Tracking

  1. How can I track my order - A tracking code and link is emailed to you once the order has been shipped. If you have not received it within about 5 days, please contact us via our Contact us form and we will assist you.
  2. My order has not arrived – If you received an order shipment and tracking email from us, please follow the guidance of the shipper, as there may be delays. If not please Contact us aa an update email from us may have been lost.
  3. Can I cancel my order? - Yes, you can, just email us within 24 hours of order placement. Cancellations made after order shipment may incur shipping charges.
  4. Can I change my order items? - Yes, you can as long as the order has not yet shipped and the alternative items are in stock.
  5. How do I make a purchase? – Purchases are primarily made online. Select the quantity of product you need and click the buy now button. If you need more items search for them and follow the same process. Once you have selected all the items you want to buy, please click the checkout button and proceed to enter delivery details. After this step you can proceed to payment page.
  6. How to I adjust items I am buying? – You can click the shopping cart at any time to view items in your shipping basket. You can adjust the quantity of an item or even delete an item from your shopping cart.
  7. Which currency can I pay in? - Products on our website are in NZD denomination, however customers can select a supported currency (USD, AUD) and pay in that currency. We use the prevailing exchange rate on that day.

 

Discounts, Vouchers & Loyalty Points

  1. How do I earn loyalty points? – Every $10 you spent will earn you a loyalty point. Loyalty points add up each time to place an order with us.
  2. How do I redeem my loyalty points? – Loyalty points are redeemable from a minimum of 20 points. They can be redeemed at checked and you will need to enter the number of points you want to redeem.
  3. How do I redeem voucher or discount code? – Please enter your discount or voucher code at checkout and the value of the discount or voucher will be applied as you proceed with checkout.
  4. Do you offer discount for bulk orders? – Yes, we do, if there is no bulk discount shown on our website for the item(s) you want, please contact us. Bulk order quantities of 10, 25 and 35 trigger different discount rates.

 

General

  1. Are your products in stock? – We do our best to sell only products that are in stock. Occasionally however, our stock status may not be accurate. Under those circumstances we will let you know should you place an order for an item that is not in stock.
  2. Do you accept back-orders? - Yes, we can back-order items, we will advise you of the back-order lead time and you can decide if you need to go ahead with the order or not.
  3. I cannot find item I am looking for – Please contact us and give us the details of the product you are looking for and we will do our best to find it for you.
  4. Where do your products ship from? – We ship from more than one site in order to offer a broader range of products. Most products ship from New Zealand but some ship from the USA.
  5. How can I subscribe to your newsletters? – Please sign up on our subscription page
  6. How do I unsubscribe to your newsletters? – Simply click the unsubscribe link in the body of your email and follow the instructions, or simply email us with UNSUBSCRIBE in the email subject
  7. How do I contact you? – Please use our Contact us page.

 

Shipping & Delivery

  1. When will my order arrive? – Delivery schedules depend on destination and shipper. Please note that these estimates are a guide and unplanned circumstances may affect these delivery schedules:
    1. Orders shipped within New Zealand should arrive in 4 – 10 days.
    2. Orders that ship from USA to New Zealand should arrive in 8 – 12 days.
    3. Orders shipping from New Zealand to other countries should arrive in 8 – 12 days.
    4. Which countries do you ship to? – We ship to almost all countries in the world.
    5. Can I collect my order? – We currently do not have an option for customers to collect orders. They are all shipped.
    6. How do I change my shipping address? – Send us an email as soon as possible before the order has shipped out. You can also login to your account and update your order delivery address.
    7. How do I know the shipment cost of my order? – Shipment costs are shown during checkout once a delivery address has been selected. If there are multiple shipping options, you can choose the one you prefer.
    8. Do you offer free shipping? – Yes, for orders from $100 and above within New Zealand
    9. I received the wrong item – We apologize for any mistakes we may make but please contact us and we will resolve the issue for you.
    10. Who pays for customs duty? – If your order requires customs duty payment, it is your responsibility. Please check with your local customs department.
    11. What are your shipping rates? – Please see table below:

Cart items

Origin/ Shipper

Order total

Destination

Shipping cost

1 or more

NZ/ NZ Post

 Below $100

New Zealand

$7.50 + $1 per extra item. Maximum is $15

1 or more

NZ/ NZ Post

$100 or more

New Zealand

FREE

1 or more

NZ/ NZ Post

Any value

Outside NZ

Calculated at checkout

1 or more

USA/ USPS

Any value

Any country

$7.50 + $3.50 per extra item

1 or more

USA/ DHL

Any value

Any country

$30 + $15 per extra item

 

 

Returns

  1. Can I get a refund? – Yes we can offer a refund if you received a damaged product or if the product delivered is different from that purchased.
  2. How long does it take to get a refund? – Once agreed upon we process it within 24 hours. It may take 2 – 4 days for it to appear in your account. Preferred method is via the payment method used.

 

Your account

  1. How do I create an account? – When you place an order with us you are given the option to open an account. Your email address will be your username and you create your own password.
  2. How do I sign in? – You sign in using your email and the passed you used to create your account
  3. I have forgotten my password – Do not worry. Just clock the “password” button and you will be emailed with a temporary password. Please reset your password and keep it secure.
  4. What information can I see in my account? – You can see your order history, check your order status, check your loyalty points balance. You can also update your account details, e.g., change email, address or password.