Frequently Asked Questions
1. Do we deliver nationwide?
Yes we deliver nationwide across New Zealand. For rural addresses, the delivery time may increase. Please contact us should you have any questions before placing an order.
2. How much will delivery cost?
We charge $9.50 delivery fee for orders under $450 in North Island. We charge $18.50 delivery fee for order under $450 in South Island. There is no delivery fee for orders over $450. For overnight delivery the cost is $30. Large items will be charged according to cubic metre measurement (CBM) of the item and where you want it to be delivered. This cost will be applied to each large item you order. You will be sent a delivery quote according to the requirements.
3. Can the products be collected from the warehouse?
We do not offer self pick ups as we are located in Taihape and we find this option is not feasible for our clients. If you have any questions regarding this please contact our team.
4. When will I receive my order?
For stock items - Dispatch will be 1-3 working days after the order is received. For non-stock items - Dispatch will take up to 5 days after the order is received. We only dispatched orders during business hours (Mon - Fri, 9am - 5pm)
5. What if I need the product delivered by a certain date?
If you have any special delivery requirements, please discuss with our team before placing an order online. We will liaise with our delivery partner to make arrangements to have the products delivered by a certain date if it is possible. If for any reason this cannot be achieved then we will notify you.
6. In case of receiving a wrong product, what is the process?
In that case, please ring or email our team. We will resolve the problem after detecting where the mistake was made, we take care of the issues by case to case approach and do our very best to have issues resolved in a timely manner.
7. What if the product is broken or faulty?
We offer warranty for product replacement, which means we will send a new one to buyer to replace. Buyer must provide relevant information to make a claim for replacement warranty, information are invoices and proof Submit a claim online on contact us page Warranty time period specified in products specification sheet.
8. I did not like the product I ordered - what should I do?
You would have to contact us within 7 days of delivery to raise a ticket. Keep the product in original packaging and we will arrange a return. Upon receiving the product our team will do an assessment of that product and we will refund you the amount.
9. If a product sustained damage during delivery?
Please contact us immediately to advise. If you believe the product has been damaged during delivery, please keep all the packaging and take photographs of the damage. The next step will be email us those photographs and we will arrange the courier company to uplift the goods.
10. Can I return a products?
For eligible return, we charge 15% re-stocking fee and delivery fee for returning items, buyer pays own freight for returns. Eligible return valid for within 7 days, we will not consider any claims after 7 days. Returned items must be in resaleable conditions.
11. Can I sign up as a trade user?
Yes, we offer specials accounts for out trade customers. To have a trade account you will require to contact our team and we will have it sorted for you. We would request some additional details to have the trade account activated.
12. What benefits do I get when I am a trade user?
We offer specials pricing for bulk and trade orders. If you are a contractor or a tradie then please contact us to have a trade account.
13. How can I get quote for bulk/trade orders?
Please use the quote function on the website and add the products in the list with quantity. This can all be done from the website in a few simple steps. All we need some basic details of you so we can send you the pricing.
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