FAQ

• Is GST included in prices?

  Yep, all our prices include GST — what you see is what you pay (plus shipping).

• Can I change or cancel my order after placing it?

  If you need to change or cancel your order, please contact us as soon as possible. We’ll do our best to help, but once an order has been packed or dispatched, we may not be able to make changes.

• Do you have a contact number?

  We're online-only, so email and our contact form are the best ways to reach us — no call centre, no hold music! Flick us a message and you'll hear back from a real person within 1 business day, usually sooner.

  It also means we've got a written record of your query, so nothing gets lost or forgotten.
  
  

• Do you have a physical store or showroom?

  We are an online-only store and do not have a physical retail shop or showroom. This allows us to keep our overheads lower and offer competitive pricing, while still providing product advice and support online.
  

• What are your response times?

  We aim to reply to all emails and enquiries within 1 business day, often sooner.
  
  

• Can I collect my order?

  As we are an online-only store, we do not offer general retail collection unless arranged with us in advance.

• What are my payment options?

  Online purchases are made easily and secure using your credit card (Visa, MasterCard and American Express) or PoLi.
  
  

• Can I get help making sure I order the right thing?

  Absolutely. If you’re unsure about compatibility, features or which model to choose, please contact us before ordering. We’re happy to help you find the most suitable option!

  Flick us an email: info@gohardware.co.nz

• What happens after I have completed payment online successfully?

  After you place an order with us, you'll receive an order confirmation email with the details of your order. If you don’t see it in your inbox, please check your spam or junk folder.

  Please allow us 2-4 working days to process your order and send the goods out.
  
  Once your order has been picked up by the courier, you’ll receive a shipping confirmation email with your parcel’s tracking number.

• How will my order be shipped?

  Our products are delivered by NZ Post or NZ Couriers.

  All deliveries require signature by default.

  You can give authority to leave via NZ Post website, we will not be liable in any way for any loss or damage to the parcel left in accordance with this authority.
  

• Do you ship nationwide / rural addresses?

  Yep, we ship all across New Zealand, including rural addresses (rural delivery may take a bit longer and can carry a small surcharge - this'll show at checkout).

  Unfortunately, we're currently unable to ship to remote islands such as Stewart Island or the Chatham Islands.

• How can I track my order?

  Once your order has been dispatched, we’ll send you a shipping confirmation email containing your tracking number and a link to track your parcel.

• How long will delivery take?

  We use NZ Post courier or NZ Couriers as our delivery partner. Delivery times depend on your location and the courier network. Most orders are delivered within a few business days after dispatch. Rural deliveries may take a little longer.
  
  

• What is your return policy?

  Please refer to our Return Policy for full details regarding returns, exchanges and eligibility.

  Because we're a hardware supplier, we don't offer returns or exchanges for change of mind. We recommend checking that the product is suitable for your requirements before placing your order. We're always happy to help if you're not sure!

  If an item arrives faulty, damaged, or isn't what you ordered, get in touch straight away and we'll sort it out.

• Do your products come with a warranty?

  Yes. Warranty coverage varies depending on the product and manufacturer. Please refer to the individual product page or contact us if you would like to confirm the warranty before purchasing.

• How do I make a warranty claim?

  Email us with your order number, a description of the issue, and a photo if possible — we'll take it from there and let you know the next steps.

• Do you accept returns on opened/used items?

  We are not able to accept return for opened, used items. The item needs to be in
  resaleable condition.