Welcome to NZ's premier online outdoor store.

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Customer Service

FAQs

  • Ordering

    How do I create an account?
    You can create an account by clicking on ‘My Account’ at the top of the Outdoor eStore website and entering all the required fields. You will receive a confirmation email with your user name and password which you can use to sign in each time you order.

    I forgot my password?
    You can go to the ‘My Account’ page and click on ‘Forgot your password’. You will need to enter your email address that you previously registered with and we will resend your password to your email address.

    How do I know my order has been received?
    Once you have submitted your order on our website you will receive an email to confirm we have received your order. You can also view your order details under ‘My Account’.

  • Payment

    What payment options do you offer?
    Payment can be made by MasterCard, Visa Card or PayPal.

    Are my credit card details stored?
    We do not store any credit card details on our website. All payments are processed through a secure financial gateway.

    Do your prices include GST?
    All prices advertised on our website include GST.

    Can I purchase outside of New Zealand?
    Unfortunately due to our contract limitations Outdoor eStore is not permitted to supply to addresses outside New Zealand.

    Can I cancel my order?
    Orders are usually processed and shipped as soon as we receive them which makes it difficult to cancel orders. Please contact us as soon as possible if you are wanting to cancel and we can see what can be done.

  • Shipping

    How will my items be packed?
    All orders are packed with protective wrapping to ensure you receive them in great condition.

    How will I know when my item has been posted?
    Once your order has been posted you will received an email to advise you of this. You can also view your order details under ‘My Account’.

    What are your expected delivery times?
    Postage of items usually takes between 3-7 business days depending on your location.

    What shipping companies do you use?
    New Zealand Post, New Zealand Couriers and Poste Haste

    Do you deliver to PO Boxes?
    Yes, New Zealand Post deliver to PO Boxes.

    Do you offer international shipping?
    Unfortunately due to our contract limitations Outdoor eStore is not permitted to supply to addresses outside New Zealand.

    How can I track my items?
    You can track your items by viewing the order details under ‘My Account’.

    Do I need to sign for my items?
    Not all deliveries require a signature on arrival.

  • Returns and Refunds

    Do you accept returns and provide refunds?
    Yes we can accept returns for credit if the items are unused, in original condition with tags still attached. You must contact us within 7 days of purchase if you would like to return your items. Please contact us to arrange this via orders@outdoorestore.co.nz. Refunds are not available for change of mind.

    Do you allow exchange of items?
    Yes we can exchange items if the items are unused, in original condition with tags still attached. Please contact us within 7 days to arrange this via orders@outdoorestore.co.nz

    My order is incorrect or incomplete?
    Please contact us with the details of your order and any issues you have on orders@outdoorestore.co.nz

    My item was damaged when I received it?
    Please contact us with the details of your order and any issues you have on orders@outdoorestore.co.nz

  • Warranties

    Does my item have a warranty?
    Yes. All items are covered by a manufacturer’s warranty. Each item has a different manufacturer warranty period.

    How do I make a warranty claim?
    If you discover any defects in your product or it falls within the warranty period offered by the manufacturer, please contact us via info@outdoorestore.co.nz. We will organise with you to return the item for assessment and after assessment we will arrange a repair, replacement or refund as appropriate.