Question 1

How do I place an order?

Accepted Answer

When you see an item you like, please specify the quantity you prefer then click "Add to Cart." After you add an item you may continue shopping until you are ready to complete your purchase. At any time you can click on "Your Cart" at the top of the screen to view the items you have selected. After you have made any changes and updated the quantities as desired, click "Checkout" to finish. You will then be prompted to fill out shipping and billing information. Finish by clicking "Submit Order". Be sure to look out for a confirmation email in your inbox soon after. Be sure to look out for a confirmation email in your inbox soon after.

Question 2

When I put something in my cart, does it guarantee I have the merchandise?

Accepted Answer

We strive to maintain that the correct availability is reported when you select the item you would like to place in your cart. Unfortunately, if another customer buys the remainder stock of your item before you make your purchase, the item with be reported as unavailable when you go to checkout.

Question 3

If my order didn’t go through, why does it look like my credit card was charged?

Accepted Answer

What you are likely seeing is what is called a "Pending" Charge. This is the bank's authorisation that there are enough funds available to place your order. The only thing your bank is verifying is that the credit card entered has the funds. We validate the billing address and card verification id for your own protection to try and ensure that the card is not being used fraudulently. As long as the credit card number is valid a "Pending" charge will appear to hold those funds. Your card only gets charged when the actual product ships. "Pending" charges will usually be removed from your card within 3-4 business days. In the event that you tried unsuccessfully to place an order and have several pending charges contact us on 0508 200 300 between Monday and Friday 9am - 5pm and we will look into having these removed.

Question 4

Can I see a record of my transactions?

Accepted Answer

You can check your order history online in the 'My Orders' area of your account. All of the details regarding these purchases will be conveniently stored for you in an organised listing.

Question 5

Can I modify or cancel my order once it is submitted?

Accepted Answer

Unfortunately once an order has been placed, we cannot modify the order. You can however cancel your order yourself within 45 minutes after placing it. To cancel your order yourself: Log in to your account Go to the "My Account" section Go to "Order History" Locate the order you just placed Click the "View Detail" link Then click the "Cancel" link Select a reason to cancel, then click the "Cancel Order" button Please note you can only cancel the entire order, and modifications cannot be made to quantities or addresses.If you need to make changes we recommend you cancel the order completely and start again.

Question 6

Can I place an order if I live outside New Zealand?

Accepted Answer

At the present time we can only accept orders where the credit card billing and the shipping addresses are both in New Zealand. We are hoping to add online shopping capabilities to our other country websites so please continue to check back. In the meantime, you can visit the 'Where to Buy' section on our other market websites to determine if there is a local retailer near you or alternative online shopping websites.

Question 7

What are the order statuses in ’My Orders’ ?

Accepted Answer

The order statuses you will see in "My Orders" under "My Account" are: Processing: Your order has been received and the warehouse is preparing for shipment Shipped: Your order has been shipped and the tracking information is available Cancelled: Your order has been cancelled either via customer request or because there was an issue with fulfillment (if the order is cancelled by us you will be notified separately)

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