Help

Shipping

Q: How long does it take to get my order?
A: While we hold stock of much of the product we sell, it can take a couple of days to process your order, or get certain items in from the supplier.
Once processed, we ship most of our product with CourierPost, who deliver within two days to main centres. Please be aware that rural deliveries take a day or two longer

Q: Do I need to be home to receive my package?
A: All of our items are sent out “non-signature” with CourierPost, so this means if you’re not home the delivery driver will leave your package – if they can do so ‘securely’.
If it’s possible we suggest having your orders delivered to an alternative address, such as your work, if you know you’re not going to be home.

Q: How can I track my order?
A: Once shipped you can track your CourierPost package online at http://www.courierpost.co.nz/ or by calling 0800 COURIER (0800 268 743).
Please note that tracking isn’t available until CourierPost have scanned your package, so if no result is available please wait a couple of hours and then try again.

Q: My package hasn’t arrived, or is damaged?
A: Please contact our support team and we’ll arrange with CourierPost to get this sorted out for you.

Q: Can you ship to Post Office boxes?
A: Most of our items ship with CourierPost who can deliver to PO Boxes. However some items we do not ship with CourierPost, such as oversize or specialist products, so we recommend only using a PO Box address where necessary.
If we’re unable to deliver your order to your PO Box we’ll contact you for an alternative delivery address

Q: Do you deliver to Rural Addresses?
A: Yes, we do and we don’t charge an additional fee (except in the case of oversized items, however this is noted in the product details when you purchase).
Please note that delivery to rural addresses can take an additional 2-3 days.

Q: Can I pickup my order?
A: We’re a purely online business, we don’t have a physical retail store – in fact we warehouse our stock in multiple locations around New Zealand so at this time it’s not possible to pick up an order from us.

Q: Incorrect, incomplete order?
A: If your package is short of some of the items you’ve ordered please let us know. Our inventory is kept in multiple warehouses throughout New Zealand and sometimes we ship items to you from separate locations, but if this is the case we should have let you know that you will be receiving multiple deliveries.
If you’ve received the wrong item(s) please let us know ASAP, we’ll advise how to return the incorrect goods and send you out the right products!

Q: Do you ship internationally?
A: At this time we only ship to New Zealand addresses.

Contact Us

Q: How can I get in touch with you?
A: There are several ways to get in touch with us; you can email us (team@offtheback.co.nz) – we endeavor to respond to all enquiries within 24-48 hours.
If you need a response right now you can also use our Live Chat, currently Live Chat is available Monday to Friday between 9am and 5pm. We do not offer phone support at this time.

Returns

Q: How do I return an item?
A: We do not accept returns if you’ve changed your mind about a purchase, sorry.
However if your product is faulty please contact us, we’ll provide you with details to send it back to us, then we’ll generally send you a replacement or give you full refund.

Account

Q: How do I join?
A: It’s free and easy. Join Off The Back by following that link. Once you complete that form you are sent an activation email that contains a link you need to click to confirm your account.

Q: I forgot my password!
A: No worries! You can reset your password. We ask you for the email address you signed up with and we’ll send a new password to that address so you can login again.

Community

Q: I don’t want to take part in the community
A: We offer a “Privacy Mode” for this very purpose, which allows you to have an account but not show up in the community, you can access this in your account area.

Payment

Q: Credit Cards
A: We accept payment by credit card, we currently support MasterCard and Visa.

Q: Bank Deposit
A: We now can accept payment by internet banking, through POLi. POLi is available as an option in the checkout, it’s a system that helps you through entering our details into your internet banking website.
Currently only computer running Microsoft Windows are able to take advantage of POLi. You can get more information on POLi, and find out if your system is compatible at http://www.getpoli.com/

Privacy and Security

Q: Are my details safe with you?
A: At Off The Back we take your privacy very seriously. We also hate spam, so we’ll never sell, loan or rent your email address – or any other personal information. If you wish to unsubscribe from our mailings you can do this using the link on every email we send, or from your account area

Q: How secure is shopping on Off The Back?
A: Making sure shopping with us is secure is very important to us. We use the highest grade SSL (encryption) to ensure your details are secure, and we never store your credit card details. Our servers are constantly monitored and updated to ensure that all data is secure.

Potential Suppliers

Q: I’ve got some product I’d like to sell on Off The Back
A: Great! We’re always on the hunt for products, please email us with the details and we’ll be in touch. Our email address is team@offtheback.co.nz