Frequently Asked Questions
? I want my order now! When can I expect it?
A. Orders will be processed and sent for dispatch the day they are placed, or the following business day for orders placed over the weekend. For delivery time frames, please read our shipping information .
? Can I backorder an out of stock product?
A. Our key products can now be backordered for immediate shipping when available, click on the link at the product page to place your backorder. For those products that cannot be backordered, our stock levels are constantly updated so please keep checking in!
? Can my order be delivered to a PO Box?
A. No, unfortunately we can only deliver to a physical address. Buggies are big!
? How will my order be sent and can you provide tracking details?
A. We will arrange for your order to be sent from within the country of delivery where we can, in most cases by courier. If we are shipping your order internationally, contact us to request tracking details if you need them. If you are based in the USA, feel free to call your delivery company directly at 1-800-GO-FEDEX to track your order. Be sure to have your delivery address on hand for the FedEx team.
? How long will my product be covered under warranty and what would I do if I had a problem with my product?
A. Your product will be covered for manufacturing faults for up to one year from date of purchase. If you have any problems with your product, contact the customer care team in your area through the Support section of our website.
? Oops! I ordered the wrong thing! Can I return this to you?
A. No worries! You can return your order for a refund of the cost of the product, provided it is returned in saleable condition (at the discretion of our warehouse team) in its original packaging. To organise the return, please fill out a webshop return here . Please note, any associated freight costs will not be refunded.
? I've changed my mind! Can I cancel my order even after it has been confirmed?
A. Although we'll do our best to cancel your order for you, because they are automatically processed and sent off to you asap, we can't always catch them in time. Orders in the US and Canada cannot be cancelled or revised once submitted. If you decide to cancel your order and we haven't been able to catch it in time, all associated freight costs including any failed delivery fees (for a refused order) will be deducted from what is refunded to your account.
? I'm ordering from the 'rest of world' region, will I be charged any additional fees and what other things do I need to consider?
A. The cost of freight is included in the cost of the product as listed in the 'rest of world' region on the webshop, we will not charge you any additional fees on top of this. Your order will be shipping from New Zealand and you may be charged duty fees payable to your local customs office on arrival. We have no influence on these fees, they will be your responsibility to cover and we therefore recommend you look into this before placing your order. Your local customs office should be able to answer any queries you may have. Your order will be delivered to the delivery address provided by you (please ensure the contact phone number is that of the recipient of the package) and you will receive tracking details via email from our carrier once your order is on its way.
? Your site seems to be displaying incorrect information?
A. Though we try to keep our content the same across all media, information may differ for you. We welcome your feedback to correct any issues but hold no legal responsibility for incorrect content display.