All the things you’ve been dying to know…
How do I qualify for mates rates?
All you have to do is sign up! Then you’re ‘in’ and will have access to all the latest and greatest deals, at mates rates of course.
I get your emails every day, doesn’t that mean I already have an account with you?
Getting our emails means that you’re one of our mates, not that you have an account with us. You can sign up to have an account easily and quickly though and then you don’t have to enter your details every time we hook you up with new stuff. We promise to protect all your data and details too – it’s between us.
I have an account but came up with such a clever password, that even I don’t remember it… Help!
No sweat. Flick us an email and we’ll hook you up with a temporary password, so that you can access your account. Once you get back in, head into the ‘accounts’ section at the bottom of the page and reset your password to something that you can remember.
Is it safe to enter my digits on your site?
I want to buy a product from a previous day sale – can I do that?
No, unfortunately our main deals run for 24 hours and it’s ‘first in, first served’. Don’t fret though, we’re likely to have that sale, or something very similar up again soon.
Oh no! I stuffed up and placed two orders when I only want one – how can I change it?
We’ll need to sort that for you, but it’s easily fixed! Email [email protected] with both order numbers and we’ll cancel and refund one of them for you. The refund amount should go back onto your card within 48 hours of us lodging the refund.
I’ve placed an order but wanted to add another product, can I do this?
Sadly not, but we can work some ‘mate magic’ for ya. If you do place a second order, let us know the two order numbers via [email protected] and, if they’re both still here waiting to go out, we can combine the shipping.
Can I send this to a mate as a gift?
Of course you can – what a good mate you are! Just put your mates’ address in there as the shipping destination when you place your order.
When will I get my product – how fast is shipping?
Most items ship from our warehouse within 3-5 working days (Monday - Friday). From the time your order ships, it can take between 1 - 3 days for delivery for those living in major centres. Rural delivery is up to 5 Days. We’ll send you an update when we’ve packed up your bits and put them on the truck too, so you know what to expect.
Do you ship to PO Box addresses and/or apartments?
Yes, we can ship to PO Box addresses and apartments. When sending an item to a PO Box, you may get a card to redeem at the post office counter, if the item is bigger than what can fit in your box. Your apartment block will likely have a policy around the receipt of packages too, so check with reception there, if you have any concerns.
I should have received my order, but it still isn’t here…
If you’re still missing your goodies and it’s been more than 5 days, drop us a line via: [email protected] We don’t want to leave our mates hanging, so will look into what happened to your stuff as soon as possible.
Who do I contact with a question about my order?
Our customer service team are here to look out for our mates, so flick us an email anytime to [email protected] To make it easy, quote your order number if you’ve got it and we’ll answer your question as soon as possible. You can find us on Facebook for a question too – just fire away either on the page or via private message.
I emailed the site on Saturday morning, but still no word – what’s going on?
We don’t like to leave our mates hanging… Our team is in the office Monday through Friday, from 8am to 5:30pm, so can hit you back in that time. If you send us a message over the weekend or on a public holiday, we’ll come back to you as soon as the office reopens.
My order arrived, but it’s all wrong. What do I do?
Whoops! If someone here has made a stuff up with your order – sending you the wrong size, colour or totally the wrong product, email the team via: [email protected] and we’ll sort it out. Quote your order number and what the issue is and we’ll suss getting the order back, free of charge, and get the right bits out to you.
My product arrived damaged or is faulty – what do I do now?
Hit up the team via [email protected] and include your order number and the specific fault or damage to your product. We’ll either replace the item or organise a refund for you.
I tried to put my product together, but I’m epically failing (or just kinda struggling). Can you help?
We totally can – we’re whizz-bang at all that sort of thing. If you’re having trouble, just email [email protected] with your order number and specific issue and we’ll help you to get it sorted.
Where do you source your stuff from?
Our buyers scour the country for the best deals so we can bring you, our mates, the best price in the country on a given item on a given day. We have heaps of existing relationships with suppliers across New Zealand and worldwide.
I’d like to sell something to all the mates you’ve got on the site – how do I do this?
If you’ve got a deal for us, that’s awesome. Email [email protected] with your offer and our buying team will take a look and get back to you.
I wanted to get in touch for an interview. What’s the best way to do this?
We’ve got a special email just for these sorts of things, so flick your request through to [email protected] and one of our top dogs will be in touch with you as soon as possible.