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    FAQ

    What payment methods can I use?

    We accept Credit Card, Debit Card, Bank Transfer and New Zealand Post Money Order.

    The following credit cards can be used on Shop.co.nz:

    • Visa
    • Mastercard

    The details for each payment method will be provided during check-out.

    We recommend paying by Credit Card, Debit Card or Bank Transfer.

     

    How do I place an order?

    1. Placing an order is easy, just follow the simple steps to order a product.
    2. Find the product you want to purchase by either searching for it or using the categories to browse through.
    3. There's an orange "Add to Cart" button on either the catalog or product pages. Click this to place the item in your shopping cart.
    4. Click the orange 'My Cart' link in the top right corner to view or edit the contents of your shopping cart, or click the orange "Checkout" button if you're ready to place your order.
    5. If this is you first order, you will be able to enter your delivery address and create a password to access your account page online.
    6. Click Continue and follow the instructions on screen to choose your payment method.
    7. Finally, click the orange "Confirm Order" button and your order will be submitted for processing. You will receive an order confirmation email and the order will be listed under My Account.

     

    Why can't my order be delivered to a PO Box?

    There are a couple of common reasons an item can't be delivered to a PO Box and a physical street address must be used on checkout.

    1. The item is a restricted or dangerous product for transport.
    2. The courier being used cannot deliver to a PO Box.

    To buy these types of items, use a physical street address for delivery instead of a PO Box.

     

    Where's my order?

    We collect information from most of our suppliers to track shipments. In events where shipments go missing or are late, we will update customers directly.

    For detailed order and delivery information, please visit your order history page and click the list icon to the right of the order in question. This will be updated regularly as your order moves through the order track process.

    Here is a brief explanation of how an order is processed at Shop.co.nz and the different order statuses.

    • Processing: Order received and being routed through various distribution centres according to optimal stock levels and the quickest customer arrival time. Orders are also put into processing status when an administrator is checking something manually.
    • Pending: Some orders are held while we wait for payment or a response from the customer.
    • Preparing to Ship/Post: At the local distribution centre, ready to be dispatched to the customer.
    • Shipped (Shipping status, order still in 'Processing' state): Order has been packed and has left the local distribution centre and is now with the postal or courier service on the way to the customer. Please see 'shipping status'.
    • Complete: Package delivered and the order is complete. 

    If your order has been marked as "Shipped" please check the estimated delivery time for your order. Rural address will take longer to be delivered.

    For delivery over the busy Christmas period, we will make special announcements regarding order cut off times.

    If the order doesn't arrive within 2 working days from the final date in the delivery estimate, please let us know.

     All missing parcels claims must be lodged within 60 days after the dispatch date.

     

    What is Shop.co.nz's phone number?

    Shop.co.nz does not provide a customer service phone number. We have found that the best way to keep our prices as low as possible for you, our valued customer, is to answer queries by email. Our customer service staff are well trained and experienced in answering any sort of query you may have by email. Just because we don't have a phone number doesn't mean that real people don't work here! Check out our About Us page.