FAQS

Q: How do I know if a product is available in stock with you or your suppliers?

A: We ensure that our product pages are regularly updated to reflect current stock availability, both with us and our suppliers. Each product page is detailed with this information for your convenience, giving you a clear indication of availability at the time of your browsing.

Q: What happens if there's an error in stock availability?

A: While we pride ourselves on our exceptional accuracy rate in stock management, there may be rare instances of discrepancies. In the event a product you've ordered is out of stock, which was not indicated on the product page, we will immediately inform you. Our team values your choice and time, and in such cases, we offer several options:

1. Immediate Refund: We understand the inconvenience caused and offer a prompt refund if you choose not to proceed with the order.

2. Alternative Product Suggestions: Our knowledgeable staff can suggest similar products, ensuring that your needs and preferences are met.

3. Restocking Information: If you prefer to wait for the original product, we can advise you on the expected restocking time, allowing you to make an informed decision.

Your satisfaction is paramount to us, and we strive to keep our stock information as accurate and up-to-date as possible for a smooth shopping experience.

If you're interested in a product that's currently showing as out of stock, we're here to assist. You can utilize the 'Notify me when in stock' feature on the product page to receive updates on its availability. For urgent inquiries, please feel free to fill out the contact form at the bottom of the page

1. Direct Partnerships: We establish direct relationships with brand owners and authorized distributors, eliminating middlemen. This approach reduces additional costs that are often passed on to consumers.
2. Efficient Operations: Our operational model emphasizes efficiency and cost-effectiveness. By streamlining our processes and reducing overhead costs, we can offer lower prices without compromising on quality.
3. Volume Purchasing: We buy products in large quantities, securing better deals. These savings are then passed directly to our customers.
4. Customer Loyalty: We believe in building long-term relationships with our customers. By offering more affordable prices, we aim to become your go-to source for outdoor gear, encouraging repeat business and customer loyalty.

In summary, our lower prices reflect our commitment to affordability, quality, and customer satisfaction. We strive to provide the best value for your investment in outdoor gear.

We exclusively source our merchandise directly from the original brand owners or through their officially authorized distributors. This strict procurement process ensures that every item we sell is legitimate, providing our customers with the assurance of receiving only genuine, high-quality products with every purchase.

Currently, we are pleased to offer shipping services to New Zealand and Australia. We are continuously working to expand our shipping destinations to reach more customers globally. Please stay tuned for updates on additional countries we will be shipping to in the future. If you have any questions or need further assistance, don't hesitate to contact our customer support team using the chat function or the form below

While we strive to provide the most competitive prices for our products, offering free shipping is not feasible at this time. However, to support our customers, we partially subsidize the actual cost of shipping. This approach helps us maintain a balance between affordability and quality service.

For deliveries within New Zealand, we partner with a range of trusted courier companies including NZ Post, Post Haste, Mainfreight, Castle Parcels, and New Zealand Couriers. Our goal is to find the most cost-effective and efficient delivery option for your order.

When shipping to Australia, we utilize NZ Post and offer two distinct services: NZ Post International Economy and NZ Post International Courier. This allows you to choose the option that best suits your needs in terms of both budget and delivery speed.

On each product page, you'll find the dispatch times for that particular item. It's important to remember that products within the same order may not always be shipped together. Although we aim for prompt dispatch as listed, the actual delivery time can differ based on the courier used. Once your item is dispatched, we'll send you an email with the tracking information, enabling you to track your order and consult the courier for the most accurate delivery timelines. Further information can be found on our order processing and shipping page found here: Order Processing & Shipping

If your item is available for click and collect you will be able to select this at the checkout stage. Collections are strictly 10am - 12pm Monday - Friday only (Closed All Public Holidays) Our warehouse is located in Dairy Flat, Auckland. - Contact Details

Our returns process is set out on the returns page, which can be found here: Returns Policy

Yes there are a few select items that cannot be returned for exchange or refund:

• Tents, Bivvys, Shelters & Associated Accessories
• Airbeds, Mattresses, Sleeping Bags, and Sleeping bag liners
• Gas canisters/fuel
• Headlamps and torches
• Kayaks
• Fridges, Freezers, Chilly Bins, and Water Heaters
• Climbing and Mountaineering Equipment
• Any item that has been worn, used, or altered.
• Personal Locator Beacons 
• ALL Clearance items (Items marked Clearance in product title) 

Please visit our Returns Policy page for details on refunds.

A 5% restocking fee may apply, for more information please visit our Returns Policy Page

Use the provided online form, here:
Warranty Claim Form

Be sure to include all details and photos for quicker processing.

We offer a diverse range of secure and user-friendly payment methods:

1. Shopify Payments: Our payments are processed through the 3D Secure Shopify Payment Gateway. We accept Visa, MasterCard, American Express, Union Pay, Apple Pay, Google Pay, and Shopify Pay. Transactions are secure and in real time, with immediate order confirmation and an email summary. Discover more about Shopify Pay and its Legal Terms of Service Here.

2. PayPal: A widely trusted and convenient payment option, PayPal offers secure, easy transactions. Select PayPal at checkout for a quick and secure payment process.

3. Afterpay: This option lets you split your purchase into 4 equal instalments, due every 2 weeks, via a PCI DSS compliant gateway. Redirects to Afterpay for secure processing. Learn more about Afterpay terms [here](#).

4. Laybuy: Provides an interest-free payment plan, allowing you to pay for your purchase in 6 equal weekly installments. For details and to set up a Laybuy account, visit [here](https://help.laybuy.com).

5. POLi Payments: Enables direct payments from your bank account, eliminating the need for a credit card. It's free and supports major New Zealand Internet banking sites. For security details, visit POLi's [security page](https://www.polipayments.com/Security).

6. Direct Deposit:For traditional banking, select 'Bank Deposit' at checkout. You'll receive our banking details for deposit. Once confirmed, your order is marked as paid and ready for dispatch.

Each method is tailored to provide flexibility and security, ensuring a hassle-free shopping experience. Select the option that best meets your needs.

For the fastest response and best service, we highly recommend using our online chat feature. Our dedicated team will assist you with any questions, concerns, or feedback you may have. Alternatively, you can email us by filling out the form found below, and we will get back to you as soon as possible.