Online Ordering FAQ’s
Can I change my order once it’s placed?
No, unfortunately, we are unable to change orders once they have been completed. If you’d like to make a change to your order, we may be able to cancel the order for you if it has not yet been processed at our warehouse to enable you to re-order it. Please contact us and we will advise if this is possible.
How much will the freight be for my order?
Freight is calculated at the checkout according to where in New Zealand you are located and how big or heavy your items are.
The freight calculator at checkout won’t accept my address or postcode
Please contact us and we’ll make sure your postcode is available for delivery. Occasionally new postcodes are introduced or existing ones are missing from our database, so once added you’ll be able to complete your order.
Do you ship to Rural addresses?
Yes, we do, however on rare occasions the rural delivery contractor in your region may be unwilling or unable to deliver some bulky items, and your order will need to be collected from the nearest depot or redirected to another address. We will contact you if this is the case, once advised by the courier. Please note, this is at the discretion of the courier and is out of our control.
How do I pay for my order?
All online orders are paid for by credit card or debit card at the time of purchase. You will be directed to a secure site to enter your payment details.
How long until my order is ready if I choose to Click and Collect?
We aim to have all orders ready for collection within 1-3 business days, and once your order is ready to collect you will receive an email notifying you of this. To avoid disappointment, please wait until you receive the confirmation email before coming to our site, as your order may not be ready to collect.
I need my order really urgently. Can you help?
We stock a large range of products, some of which are really bulky, meaning not all of our products are stored on-site. Please contact us before placing an urgent order online to check if we can process the order quickly or need to retrieve the goods from our offsite storage warehouse. In all cases, we’ll do whatever we can to process your urgent order as quickly as possible.
I didn’t receive my order confirmation email?
Please check the Junk Mail folder of your email as they can end up there. If not, please contact us at email@example.com and we will follow up for you.
How can I track my order?
Once your order is completed you will receive an email with tracking details. Some bulky orders may be sent via local subcontractors in your area to keep down freight costs, and tracking may not always be available.
My order arrived damaged, what do I do?
If you receive an order that looks damaged in any way (even just the packaging), please be sure to note this when signing for the goods. Signing for a parcel without any notifications effectively confirms it has been received in good condition and often means the courier company won’t honour a damage claim.
Please take photos of the damage and email us at firstname.lastname@example.org with your order reference number, within 48 hours. We will contact you to organise a replacement.
I’ve changed my mind, can I return my items for a refund?
Ordered the wrong size or colour? No problem! We’re here to help and we will happily exchange or refund your order. Please take the time to familiarise yourself with our returns policy before making your purchase online.
If you have an issue with any of our products, please email us at email@example.com or phone us on 09 636 9193 and we will try to resolve the issue with as little inconvenience as possible. Please don’t send any goods back without contacting us first as the courier delivery may be rejected at our warehouse.
Standard Returns Policy: IFP Group will accept returns only if we are notified within 48 hours of receipt of the goods. Furthermore, all returned goods should be received at our warehouse within 10 business days in clean, unused and saleable condition (this includes any and all packaging). Any returned goods received outside of the 10 business day period will be subject to a 25% restocking fee.
Extended Returns Policy: We may on occasion accept returns outside of our Standard Returns Policy, however this will be completely at the discretion of IFP Group management. All returns outside our Standard Returns Policy will incur a 25% restocking fee, regardless of the reason for return.
Proof of purchase is required, and refunds will be to the card the original purchase was made on. Please note, only the cost of the goods is covered by both our Standard and Extended Returns Policies – we do not refund the original freight charged on returned goods.
IFP Group reserves the right not to accept any returns it deems to be in an unsaleable condition. Unsaleable returns will be held at our site for 10 business days, after which they will be disposed of. We will notify you if this is the case, to allow you to either collect the goods or arrange courier collection at your cost.
Please ensure you ship your return package using a tracked method. IFP Group cannot take responsibility for returns that go missing in transit or are not signed for by an authorised member of staff.
We do not pay for the shipping cost of returning the item to our warehouse.