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All the things you’ve been dying to know…

How do I qualify for mates rate deals?

All you have to do is sign up via email here! 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.

Note; a customer account isn't required to place an order with us, just add the items your interested in to the shopping cart and checkout

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?

We take care of our mates, so that means your credit card details, email address and any other info that you give us are totally safe with us. We take our privacy policy pretty seriously too, so we’ll never pass any of your details on, or abuse them. Spamming is just not cool.

What forms of payment do you accept?

We currently accept payment from Visa and MasterCard (credit and debit) for all orders.

Oh no! I stuffed up and placed two orders when I only want one – how can I cancel?

We’ll need to sort that for you, please email [email protected] with your order numbers. And if the order hasn't been processed yet, we’ll cancel and refund the purchase for you. The refund amount should go back onto your card within 48 hours. Please be aware any change requests are done on a best-effort basis.

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 be packed, 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.

Do you ship to addresses outside New Zealand?

Sorry, currently we only ship to addresses within New Zealand.

When will I get my product – how fast is shipping?

Most items ship from our warehouse within 5-7 working days (Monday - Friday). From the time your order ships, it can take between 1 - 3 days for delivery for those living in urban 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.
Please be aware we regularly offer PreSale and Drop Ship deals which have extended delviery timeframes, ensure to check the deal page for shipping times. 

A product I'm wanting is labelled as “Pre-Sale”, what is this?

A pre sale deal means we don't have the stock on hand yet. Once the product arrives at our shipping warehouse, customer orders will be packed and dispatched asap. An estimated dispatch timeframe will be displayed in the product description.

By default, other items purchased with a pre-order product will be held and shipped together. 

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 missing your goodies and it’s been more than 7 days, send us a email at: [email protected], we will look into to your order as soon as possible. Please be aware we regularly offer PreSale and Drop Ship deals which have extended delviery timeframes, ensure to check the deal page for shipping times. 

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. 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.

The deal said +$1 shipping but at checkout i'm charged standard shipping?

The +$1 shipping cost is the combined shipping rate. Our standard shipping cost starts at $6.99 for the first product and other items can be added for an additional $1.00 shipping per item. The displayed shipping cost live updates depending on items in your cart. If you already have a product in your cart, the shipping cost for further items will show as +$1.00. The + is to indicate this is an additional shipping cost, on top of the standard $6.99.

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.

Where do you source your stuff from?

Our buyers scour the country for the best deals so we can bring you, our mates, sweet deals. We have heaps of existing relationships with suppliers across New Zealand and worldwide.

Can I place an order online and then pick it up from your store?

Sorry, Off The Back does not have a retail shop. We are online only with orders delivered directly to customers via courier.  

Help! I can’t find the product I want, what can I do?

A search function has been added to the site, this enables you to type in what you’re looking for. This search bar is located at the top of each page.  Alternatively you can email us which product/s you're after and if available, we can send you the deal link directly.  

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 if interested they will get back to you.