Frequently Asked Questions
Ordering
How can I order from you?
Return Policy
Delivery Times
Item received - Swaps
Shipping options and prices
Returns & Inquiries
Faulty Item received
Missing Orders
Change of mind / not needed
Inquiries on existing Orders
General Questions
Searching for products
How to Login
Info on past orders
Buying It - Order online, by Fax, or by Post.
How can I order from you?
Orders can be placed directly on this website, our server is super secure and there is
no risk of encrypted data being read. Alternatively, If you wish, you can Fax or Post us your order instead.
Online ordering :
once you have found the product you need, there is a 'add to cart' button on the page.
Clicking on the 'add to cart' button will add to a list on the far right of your screen,
you can adjust quantities any time before completing the order.
Once you have found all the products you need, click the "check out" button within the "your cart" header
on the right hand panel of the screen.
First the site will lead you through the 'Shipping option' screen, (then click the 'Next" Button)
The next screen will ask you to confirm product qty etc. (then click the 'Checkout" Button)
At this point you will either be an 'existing' customer, or you will need to enter your profile details and become one.
(then click either 'sign in' or 'Create account' Button)
Read through the order, deliver details etc, add a comment if need be.(then click the 'Next" Button)
Here you will be asked to choose a payment option, Credit card, Cheque, or Direct Credit. (then click the 'Confirm order" Button)
Your'e done! a message will appear next, PLEASE print this off for your records as it contains a Serial number
Please follow instructions on an email you will recieve immediately from us.
Products are shipped well packaged and always reach you in good condition.
We are a SSL certified site, which means your details are kept confidential and any information
sent is securely encrypted.
Fax or Post: Download our order form. This can be filled out
directly in your acrobat reader, printed and Faxed / Posted to us.
Fax and Postal orders have the option of Insurance.
Delivery Times:
Target times depend on the payment method chosen and the availablity of stock:
Credit card orders can usually be shipped within 2-3 business days plus the following:
North Island Courier* Overnight (except Rural delivery)
South Island Courier* 2 days, (except Rural delivery)
Rural Delivery courier add 2 days extra.
Freight on bulky orders varies from overnight to 4 days depending on area.
For both cost and speed it's best to have larger items addressed to a business address.
Direct credit and Cheque options will be held untill payment is cleared before shipping.
Shipping options and prices
Shipping options and prices are outlined on the website before checkout, we use Fastway for Small orders,
Freight for larger (bulky items).Our prices are not always the cheapest but definately offer the best service and security.
It's up to the customer to choose a price but if not correct we reserve the wright to charge correctly.
(we will contact you if more than chosen)
Missing Orders
Because we are limited to very strict 'missing item' rules by New Zealand post,
ALL 'missing items' and 'damage' claims MUST be done within 14 days from the date of order.
Notification made outside this allowance will not be successful.
Making an Inquiry about an existing Order:
If after 14 working days you have not seen your order, make an inquiry by email, quoting the
seriel number (eg.1117527794) sent to you in an email and displayed on screen at the time of order.
Without this Seriel number we cannot help you.
Return / Swap Policy
Please read the following vital information about our return / swap policy.
Download form here. (MUST be completed for all returns)
Incorrect Item recieved - Swaps:
If for whatever reason the item you received was wrong, you need to return it so we can make a swap.
Download form here. (MUST be completed for all returns)
If the error was ours* we will not charge returning freight.
If the item was ordered incorrectly*, shipping will be charged.
Differences in Item price will be charged / credited as per website
price.
ALL returns must be recieved by our office no more than 14 days from Order date.
Please send:
A copy of the invoice (Blue) that we sent with your order.
The Incorrect stock.
Returns are to be addressed to the address on the returns form.
Please ensure sufficient, sensible packaging is used on
returns. damage
due to careless packaging will result in swaps being declined.
Faulty Item received - (dead on arrival):
If an item you received was faulty on arrival, it needs to come back to us to be sorted out.
Download form here. (MUST be completed for all returns)
Legally our first option is repair, and second option to replace. (our choice)
The customer is responsible for paying the shipping back to our warehouse
If you choose a refund, 75% of the Product sale price will be refunded on return, original freight will not be refunded
ALL Faulty returns must be received by our office no more than 14 days from Order date.
Please send:
A copy of the invoice (Blue) that we sent with your order.
The faulty stock.
A note to explain fault, also stating refund or swap.
Returns are to be addressed to the address on the returns form
Please ensure sufficient, sensible packaging is used on
returns. damage due to careless packaging will result in swaps being declined.
Faulty Items under warranty - (developed fault within warranty period):
If an item you purchased becomes faulty, you need to follow this process, and the item needs to come back to us to be sorted out.
Download form here. (MUST be completed for all returns)
First, Call our technician and explain the problem, there is often a solution without return needed.
The technician will give you a repair docket number to be quoted on the form.
If the technicians instruction was to return it:
The customer is responsible for paying the shipping back to our warehouse
Legally our first option is repair, and second option to replace. (our choice)
Refunds are not possible outside of 7 days from purchase, except where repair / replace not possible.
ALL Faulty returns must be received by our office with completed paperwork.
Please send:
A copy of the invoice that we sent with your order.
The faulty stock.
A note on the form to explain fault.
Returns are to be addressed to the address on the returns form
Please ensure sufficient, sensible packaging is used on
returns. damage due to careless packaging will result in swaps being declined.
Change of mind / Not needed - Refunds:
If an item you ordered was delivered after you changed your mind or no longer need it,
it can be returned for credit however special conditions apply.
Download form here. (MUST be completed for all returns)
If Refunded, we will not refund shipping.
If Refunded, 75% of the item value will be refunded by cheque or to the credit card used.
(25% deducted to cover office costs)
ALL refund returns must be notified to our office no more than 7 days from Order date, and received no more than 14 days
Please send:
A copy of the invoice (Blue) that we sent with your order.
The stock to refund.
A note to explain reason.
Returns are to be addressed to the address on the returns form
Please ensure sufficient, sensible packaging is used on returns. damage
due to careless packaging will result in refunds being declined.
Searching for products
Use our search engine to track down products or follow the category listings to narrow your hunt.
Many products have extra data associated with them just click on the code or picture for an exploded
view or for access to more information.
How do i login?
A login is created by yourself the first time you order from us. After that, each time you visit, simply login.
Info on past orders
All items previously ordered by yourself are recorded under the "past orders" link (once logged in) on the
right hand panel. This is a great way to find the same thing again when you need more.
