How do I order?

We are very easy to deal with.  You can register online and create an account, you can order on line and pay by credit card or you can order on ‘Non Account’ and we will issue you an Invoice.  Orders can also be made by phoning or email.

How long will my order take to ship?

Order processing takes 24 hours with delivery generally within 3-7 working days, contingent on your geographic location.   Orders for custom-made product can take up to 15 working days to despatch.

Can I change my order?

We are able to change product or shipping details if notified within 24 hours of placing the order.

Please reach out to our Customer Services support team for assistance.

What if my order is lost?

In the case of lost orders contact our Customer Services team immediately and we will initiate a courier investigation to re-direct or replace your order.

What if I receive the wrong product?

Please provide a photo of the incorrect order and we will despatch a replacement correct order as soon as possible and have the incorrect order picked up for return.

What if I order the wrong product?

We will arrange for the product to be returned.   You may be required to meet the cost of delivery and return.

What if my order is damaged in transit?

It is important that you check the contents of your package before signing.   If for any reason you are unable to do this and damage has occurred, please contact our Customer Services team immediately.

What payment methods do you accept?

We accept all major credit and debit cards including Visa, Mastercard and American Express – there are no additional fees charged

Can I pay in instalments?

We can offer a negotiated interest free instalment option normally over three months. Please contact our Customer Service team to make this arrangement.

I’m having trouble processing my payment. What should I do?

If you are experiencing issues with credit card payment, please check that your card details are entered correctly including the billing address. Contact our Customer Service team if the issue persists.

What are your payment terms?

We offer standard payment terms, with payment due on the 20th of the month following the date on the Invoice.

What other payment methods do you accept?

Online Account and Non Account.

Do you offer international shipping?

We ship to the Pacific Islands. Please reach out to our Customer Services team to discuss your requirements.

How can I track my order?

Where available, a tracking number will be emailed to you once your order has been dispatched. You can use this number to monitor your order’s progress on our courier’s website.

What are the shipping charges?

For the majority of our products, freight is included. For some product freight will need to be quoted on receipt of your order. We will contact you to confirm the freight cost for your approval.

Do you make Home or Rural deliveries?

We deliver to all locations nationwide. For deliveries to home destinations, rural or Waiheke Island, additional delivery charges may apply. Please contact our Customer Service team for confirmation.

What if I am not home to receive my order?

If you are not available during the time of delivery, our courier will usually attempt to deliver your package multiple times or leave a note with instructions to arrange a re-delivery or pick-up from a local depot. If you have any concerns about your delivery please contact our Customer Services team.

What is your return policy?

We accept returns within 14 days of receipt. The items must be in new and unused condition and re-packaged in the original packaging. Please also note that re re-stocking fee may apply and that some items such as clearance or customised items may not be eligible for return.

How can I initiate a return?

To start a return, visit our ‘Returns’ page and follow the instructions provided. You can also reach out to our Customer Services team for assistance.

Will I be charged for returning a product?

Return shipping charges are the responsibility of the customer unless the return is due to a product defect or an error on our part.

How long does it take to process a return?

Once we receive the returned item and it has been checked ack into stock, please allow up to 48 hours to process your return and initiate a refund to the original payment method.

How can I create an account?

You can create an account by clicking on the ‘Sign Up’ button on our website, then follow the instructions to enter your personal information and create your own password. You will receive email confirmation that will online account has been opened and you are ready to transmit.

I forgot my password. What should I do?

If you have forgotten your password, please click on the ‘Forgot Password’ link on the login page. You will be prompted to enter your email address and we will send you a link to reset your password.

How can I update my account information?

Log in to your account and navigate to the Account settings page. Here, you can update your personal information, shipping address, and payment methods.

Is my personal information secure?

We take data security seriously. We use advanced encryption and security measures to protect your personal information. We do not sell or share your information with third parties.

Do you offer a warranty on your products?

Yes, we stand by the quality of all products.   Most products come with a warranty covering manufacturing defects. Please refer to the product page for specific warranty details.

Can I order a product that is currently out of stock?

For products out of stock, we offer an ‘Email Me When Available’ option. You will receive an email notification as soon as the item is back in stock so you can process your order or you can process your order and it will be placed on back order until new stock arrives.

Do you have a physical store?

We are an online business and we despatch all orders directly from our importers and manufacturers. This enables us to eliminate the cost of bricks and mortar locations and ensures that we always have the most competitive prices available.

I have a question that is not listed there. How can I contact Customer Service?

We are here to help! You can reach our Customer Service team by clicking on the ‘Contact Us’ link on our website. Our team is ready to assist you with any questions or concerns you may have.