Frequently Asked Questions

Shipping

All charges are in New Zealand Dollars.

New Zealand

Business addresses

Post Haste courier charge structures mean that it's cheapest to ship to non rural business addresses. Post Haste apply a surcharge for residential addresses - however, Gearshop currently absorb this cost.
Free standard shipping on all non rural business and residential address orders over $149
$8.99 standard shipping on non rural business and residential address orders under $149

Residential and rural addresses

A $7 surcharge applies to all NZ rural addresses. We cannot ship to PO Boxes or Private Bags$7 shipping for orders over $149$15.99 shipping for orders under $149
A $10 surcharge applies to Chatham Islands and Waiheke Island addresses$10 shipping for orders over $149$18.99 shipping for orders under $149

Oversized and heavy items

A shipping charge of up to $85 (North Island) or up to $95 (South Island) applies to each oversized or heavy item
We cannot ship oversized or heavy items to Chatham Islands

International

$34.99 shipping on all Australian orders
We cannot ship oversized or heavy items internationally
Note that international orders for footwear may or may not be shipped with original boxes, due to shipping volume restrictions
Not sure if we ship to your country? Request a shipping quote and we'll confirm cost and availability before you order.

Yes, we ship to Australia and New Zealand.

If you'd like to ship to other countries, this can be done by contacting us via email.

Gearshop is legally required to declare the true value of your order for international shipping.

All local country import charges and duties are the responsibility of the buyer.

An order containing multiple items with different shipping times will by default ship on the timeframe of the slowest item, however, Gearshop reserves the right to split ship orders where we feel it is required.

Shipped goods will be left at a place deemed suitable by couriers, typically at your front door. If you need to sign for the parcel, please indicate this in the delivery instructions when completing your order address.

Shipping Times

We aim to process and dispatch your order as fast as possible. While in most cases this will happen within 24-72 hours, it can take up to 5 business days, depending on what is ordered. In some cases, like during peak season and holiday periods, it may take longer. Shipping and processing times are a guide only, not a guarantee.

After dispatch, delivery is normally overnight within the South Island and 1-3 business days within the North Island. Rural addresses could take up to an additional 2-4 business days. At this time, we do not offer urgent delivery as a standard freight option, however if you require your order urgently, please contact us before ordering to ensure that we can meet your delivery timeframe. We aim to deliver your order within the following timeframes:

New Zealand

North Island: 3-7 business days
North Island rural or PO Box/Private Bag: 3-7 business days
Waiheke Island: 4-8 business days
South Island: 2-6 business days
South Island rural or PO Box/Private Bag: 2-6 business days
Chatham Islands: 7-10 business days
Oversized or heavy items: 5-7 business days to all NZ addresses (excluding Chatham islands)

International

Australia: 7–10 business days (metropolitan areas only).
Canada: 10 business days
Hong Kong: 10 business days
UK/Ireland: 10 business days
USA: 10 business days

Every now and then, life throws a curveball and deliveries might take a little longer. We're doing our best to get your goods to you ASAP. If you've got any questions about your order, just give us a shout.

We're actually pretty speedy most of the time. After dispatch, around 92% of our orders zoom to your door within 5 days. In the South Island 79% of those arrive in 2 days. And for the North Island 85% of orders make it in 5 days. We're always keeping a watchful eye on freight times to ensure the best experience for our customers. Watch this space for our full freight review.

Usually, your stuff should reach you within the expected time. However, no need to stress if it takes a little longer than 5 days, occasionally things don't go exactly to plan. If you need something super soon and it's less than 6 days before your desired delivery date, just chat with us before ordering.

Keep in mind, we can't give refunds for delays beyond our control or if you've ordered last-minute without letting us know. We're all about making things smooth, so drop us a line if you're unsure.

Kindly note that if a package happens to go missing, Gearshop won't be able to offer a replacement or refund if the courier can provide evidence of delivery. Important note: If you haven't received your order within 7 days of your Shipping Confirmation email, please let us know right away so that we can follow up with the courier. Due to courier policies, we are unable to accept claims for non delivery, loss or damage after 12 days from shipping.

For the latest updates on the Courier Network Status, please refer to the following links:

Note that international orders for footwear may or may not be shipped with original boxes, due to shipping volume restrictions.

Click & Collect

We now offer Click & Collect as an option via our website, you can place your order and select to collect. In some cases your order may be available the same or next day, but that may not always be the case, so we will notify you by text message or email where possible, when your order is ready to be collected. this could be up to 48 hours after ordering. So try and include a cell phone number with your order. If you need something urgently, give us a call or email before placing the order, to make sure we have it available for you right away.

Unfortunately, we are unable to ship to PO Boxes or Private Bags. This is because tracking shipments to these locations is challenging, and many of our products are too large to fit in them, causing potential delays at Post Shops. Additionally, couriers charge a significant surcharge for deliveries to PO Boxes or Private Bags.

To ensure a smooth and timely delivery, please provide an alternate physical address. Thank you for your understanding!

Returns & Exchanges

We make every effort to make sure our product descriptions are as detailed as possible, but we understand that sometimes, things just don't fit as expected, or the colour just wasn't what you were expecting.

So we are happy to exchange items, or provide a credit to be used for alternate purchases from Gearshop.

To return an item for exchange or credit, start off by completing our return form. For a warranty claim, please complete the return form and verify that the returned item was purchased from us and within warranty, otherwise it may get declined and returned to you at your cost. Proof of purchase is required in order to get an exchange.

Note that non-faulty requests for exchange will incur a $9.99 handling charge to cover restocking, processing and resending of the alternate item.

Please note products returned to us for an exchange or credit must be in a resalable condition with packaging intact and all labels etc returned with the item, we take care to ensure your item reaches you in good condition, we expect the same from you. Items with damaged packaging on arrival, may not be exchanged, please ensure you use the appropriate packaging for the item.

Due to copyright issues exchanges are not available on DVD’s, except where the product is deemed faulty.

Goods should be returned one of two ways:

Courier ( the fastest way) to 53 Bolt Road, Tahunanui, Nelson

Post ( much slower turn around) to P O Box 154, Nelson

Gearshop will not be liable for items returned by post or untracked courier delivery.

All items being returned MUST be accompanied by a covering letter detailing your request and your full contact details and return address.

We do not offer refunds for change of mind, we can however exchange or provide a non-expiring store credit by way of website voucher, in the event that you do not want an exchange item immediately.

In circumstances where an item is credited or a refund is granted, original freight is not credited and where the order was shipped freight free, the actual original freight cost will be deducted from the credit.

For international orders, the full original freight cost will be deducted from any credit or refund.

Yes, there are a few exceptions to our exchange and return policy. Please note the following:

Climbing Equipment and Technical Height Safety Equipment: All purchases in this category are considered final and cannot be exchanged or credited, unless a warranty replacement or repair is required under consumer law.
Equipment Intended for Life Support: For your safety, we cannot accept returns or exchanges on any equipment intended for life support.
Gift Cards: Gift card purchases are non-refundable and cannot be exchanged.

Additionally, please be aware that we are unable to exchange or refund products that were purchased on clearance pricing or heavily discounted (30% or more off). We encourage you to carefully review your selection before making such purchases.

However, we do want to ensure your satisfaction with our products, which is why we offer a 7-day exchange period for climbing helmets, specifically for sizing purposes. Similarly, rock shoes come with a 14-day exchange window for sizing adjustments.

For any other inquiries or to initiate a return or exchange within our policy guidelines, please feel free to contact our customer support team. We're here to assist you and ensure you have the best experience with our products.

Products & Ordering

Well, there are two main reasons for this:

We buy in bulk. Securing better pricing allows us to reduce the price we sell to you.
We import a lot of our own products directly, without going through a middle man or distributor, which again allows us to deliver great products at outstanding prices.

Don’t stress, we may still be able to sort you out.

Because our products are priced so well, we often sell out, but generally replacement stock is not to far away.

So, if the product you are looking for is not in stock, feel free to contact us and we will be more than happy to follow up on the item your looking for and let you know when it might be available again.

Yes, absolutely.

After you have selected a product to add to your shopping basket, you will be taken to the cart page.

From here, you can proceed to checkout or continue browsing the site to add additional items to your order.

Gearshop is locally owned and operated and based in Nelson, New Zealand.

You can find our main warehouse shop at

• 53c Bolt Road, Tahunanui, Nelson

as well as our shop in

• Richmond at 213 Queen Street

We now offer Click & Collect on our website. Simply place your order and select "Pickup in store." The default collection point is our Bolt Road store, but you can choose another location by noting it in the Delivery Instructions during checkout or contacting our team via the link at the bottom of the page. Please have your order number ready for a seamless experience.

In some cases your order may be available the same or next day, but that may not always be the case, so we will notify you by text message or email where possible, when your order is ready to be collected. this could be up to 48 hours after ordering.

So try and include a cell phone number with your order.

If you need something urgently, give us a call or email before placing the order, to make sure we have it available for you right away.

Due to the high volume of sales that we are processing on a daily basis, once you've submitted your order and payment has been accepted we can't make any changes to it – that includes sizes, colours, quantity and address details. Please take the time to check your order is correct before submitting it.

If once you receive your package, there is an issue with the item, like size or the colour isn't what you needed or any other reason that you may wish to return or exchange an item, we are more than happy to try and sort this out for you. However charges may apply to cover freight and restocking or exchange. ( See Above) In the event that you want to return an item for a store credit, this is also possible, however freight charges will be deducted from the credit, this also applies to orders originally sent freight free.

Please note: we do not offer refunds for changes or change of mind or errors in ordering.

While we do everything we can to make sure our stock levels are accurate at all times there may be occasions due to unforeseen circumstances where we are unable to fulfill your order or source a replacement product. If this should occur we will contact you and offer either a store credit for the value of your purchase or a full refund. In some cases, we may be able to offer a backorder service, however this is on a case by case basis and is done so at the sole discretion of gearshop.co.nz

Checkout & Payments

Yes, it is safe.

We’re very serious about privacy and security. We use SSL to secure all pages of our site where private details are entered or shown.

Look for the green https:// in the address bar whenever you’re entering a secure area.

This is an internationally accepted standard and our systems have been checked by an independent NZ bank.

All our transactions are processed via Direct Payment Solutions (DPS). No credit card information is held by Gearshop.

Currently payment is accepted by these methods:

MasterCard and VISA
Google Pay, Apple Pay and Shop Pay
PoliPay bank transfer
Afterpay payment by instalments
Gem interest free finance
Cash, Eftpos or Paywave instore

We do not accept cheques.

You can also use a prepaid “Prezzy Card” or “Loaded Card” from your local Post Shop. These are prepaid debit cards which you can use like a VISA card.

Please double-check the credit card number and expiration date on your card.

Also, please be aware that we currently only accept VISA or MasterCard credit cards.

If you continue to have issues, please contact your bank as there may be a temporary block on your card.

Your Account

When you go through the checkout process, you can select which address you would like your order shipped to.

No! If you’re getting an email from us it either directly relates to an order, your account, or you’ve signed up to one of our email notifications about sales, products or advice.

If you are still getting emails you believe you have opted out of, please let us know.

A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser.

To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.

You need to enable cookies on your browser to enjoy all the shopping features at gearshop.co.nz. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your gearshop.co.nz account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended.

Legal

Warranties

All items are guaranteed for at least one year from the date of purchase. This policy does not cover normal wear and tear, accidents or damage arising from misuse of the product. If it really did “just stop working” and you believe you may be covered by this warranty please get in touch with us before sending it back to us. In the case where items are defective we will replace the item, repair it or if neither of the above is possible will provide a full refund for the cost of the product (excluding any shipping costs). To return an item for exchange or credit, start off by completing our return form. For a warranty claim, please complete the return form and verify that the returned item was purchased from us and within warranty, otherwise it may get declined and returned to you at your cost. Proof of purchase is required in order to get an exchange.

The Gearshop warranty policy covers our products for 12 months from the purchase date. Warranty claims cover any fault, defect or failure occurring as a result of the manufacturing process. Damage or faults occurring as a result of misuse, accident, or wear and tear is not covered by our warranty policy.

If the product is still under warranty, the warranty extends to covering the repair or replacement of the item, but warranty does not cover associated freight costs. All warranty claims incur a minimum handling charge of $10 to cover freight. However this may be higher if the item is larger.

If the product is out of warranty, then we can still have the product repaired, however, the cost of the repair will be charged to the customer, in additional to the handling charge mentioned above.

Wherever possible we will endeavor to repair any fault to a factory issue and return it to you.

Where repair is not possible or practical we will replace the product with the same or similar product.

Where neither of the above solutions is possible or practical, then we will refund you for the value of the product, freight excluded.

Warranties should be returned one of two ways:

Courier ( the fastest way) to 53 Bolt Road, Tahunanui, Nelson
Post ( much slower turn around) to P O Box 154, Nelson

Gearshop will not be liable for items returned by post or untracked courier delivery.

All warranty items being returned MUST be accompanied by a covering letter detailing the issue and your full contact details and return address.

Gearshop does not accept liability for return freight charges unless agreed prior to shipping in writing from us.

Restrictions and exceptions: As a result of copyright laws a refund or exchange is only available for the following products if the product is defective: DVDs & Music CDs.

NOTE: products are still guaranteed under the Consumers Guarantees Act

NZ Law

The Consumer Guarantee Act sets out minimum standards for goods sold by Gearshop.

In the event that goods sold are not of good quality or are faulty, we have the right to repair, replace or a refund you for the product.

The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act.

We take your privacy seriously. We don’t distribute or allow access to any of the information you give us while using Gearshop's website.

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