Delivery and Returns
We have the following delivery options available:
Standard Tracked Delivery: $29.95
- 5 - 7 Working Days
- FREE for orders over $199.95, otherwise $29.95
* If you live in a remote area, (eg up a mountain, on a desert island or in the jungle!) it might take a little longer, but trust that we use the best delivery guys in the business so you will receive your order as quickly as possible.
When will I get my order?
Every item on the site has a delivery estimate*. The delivery estimate can be found just above the red ADD TO BASKET button on each individual product page. This is a great way for you to know when you can expect your item to arrive - this info can also be found at checkout, just before the payment page.
Click here to find out more about international delivery times and costs. International delivery options will be available once you have entered your address details at checkout.
Do you ship internationally?
We send thousands of parcels a month to over a hundred countries and both free and express delivery services are available for most countries that we ship to.
Upon dispatch, you will receive a tracking email which will allow you to keep up to date with the status of your order. We will also let you know when your item is out for delivery. We dispatch all items as a complete order so if items in your order have different availabilities, we delay dispatch until all items are available and can be sent together.
I don't think that my order has arrived yet?
If you are concerned about the status of your order, please check your email and your junk email folder to see if you have any email updates or a tracking number. If this does not answer your problem, please email email@example.com with your name, contact number and order reference.
I think there is something missing from my order?
Occasionally we have to ship several items from one order separately, so if you think there may be something missing from your order, please check your parcel thoroughly for a note that mentions any added delivery information. If you cannot find a note, please contact firstname.lastname@example.org.
How will my order be packaged?
We'll do everything to ensure your parcel gets to you in perfect condition: baseball caps, goggles, sunglasses and technical items are packaged securely in boxes. Helmets are sent double packed to ensure safe transit. Clothing items are sent in courier bag parcels.
Can I track my parcel?
All orders sent using a tracked service. Upon dispatch will receive an email with a tracking number and link to the courier sites that will allow you to keep up to date with the status of your order.
What time will it arrive?
Our couriers will deliver between 9:00AM and 18:00PM.
What if I miss the delivery?
If you are not home when your parcel has been delivered, you will be left a note through your letterbox instructing you how to obtain your delivery. Orders sent by courier will result in a note with an appropriate contact number for you to use to re-arrange the delivery.
Do you deliver to PO Box addresses?
On the condition that you provide us with a telephone number to contact you on, yes, we can deliver to PO Box addresses.
Do I need to pay to return an item that is the wrong size or if I have changed my mind?
If you wish to return an item because of a sizing issue or you simply wish to exchange the product, you will have to cover the costs to send it back to us. Initial replacements will be sent out free of charge.
Have you received my returned item?
If for any reason you have had to return an item to us, we will send you an email confirming that we have received it.
How do I return something?
It is important that you send items back to us in a resaleable condition. This means with the item's original packaging where possible. Clothing should be returned folded as best you can. Please return shoes back in their original boxes, but place the box inside a bag. For full details and conditions of returns, please refer to our full returns policy.
Every order we send out will be packaged with a returns form. Complete this form with the relevant details and include it in the parcel you return to us. If you have lost your form you can click this link to download a new returns form.
What am I allowed to return?
You can return anything to us within 45 days of shipment. If the item you ordered is incorrect or faulty, return it to us and we will refund the postage. If the item is an unwanted gift, an incorrect size or you simply don't like it, we will accept it as a return but you will have to cover the postage costs. Please note that we cannot accept the return of earrings, underwear or swimwear with the hygiene strip removed.
Can I swap my return for a different item?
Assuming you have returned the unwanted item to us in an acceptable condition, you can either exchange it for something different or claim a refund. If you choose an alternative item as exchange we will send a payment request for a more expensive item or refund you the difference for a cheaper item.
I've chosen a more expensive replacement item. Do I need to pay the difference?
Yes. If you have chosen an exchange item that costs more than your original purchase a payment request will be sent to you via email before the replacement is posted. In the same way, you will receive an email saying your account has been refunded the difference if you select a cheaper item than your original choice.
How long do I have to return an item?
Assuming that they are in a re-saleable condition, we will accept returns up to 45 days after shipment.
What is your returns policy?
We have one of the most generous returns policies in the industry. Every parcel we deliver contains a returns form that will help you deal with most problems. You can find out more about deliveries and returns here, download our returns form or read our full returns policy.
Do I need to pay to return a faulty item?
If you need to return an item that is faulty or because of a mistake on our part, we will refund up to $19 towards your shipping cost. In most instances, this should be enough to cover any postage costs. If your shipping quote is higher than this value, please contact email@example.com and we will organise courier collection. Initial replacements will be sent out free of charge.
What do I do if an item I have received is faulty?
If you have received an item that is damaged or otherwise faulty, do not send the items back to us straight away. Please contact our Customer Services team at firstname.lastname@example.org and include pictures of any defects and clearly detail any faults on the item. We will then forward these pictures to the appropriate supplier to assess whether it is a manufacturer fault. If so, we will then ask you to send the item back to us to replace/refund. Although you will have to cover the postage costs, in this instance they will be refunded a maximum of $19 to the costs.
Will I be charged customs?
All our orders are sent our Duty Unpaid. Once the goods arrive in the importing country, the buyer is responsible for any addition tariffs or duties. Orders under the value of 300 NZD currently pass without charge. However, these rules are subject to change and out of our hands.