Frequently asked questions

Who, where, why and what? 

How Long Will My Order Take To Arrive?

Generally shipping only takes 1-2 working days to arrive once your order has been dispatched (which will happen the same business day your order is placed).

Can I Track my order?

Absolutely! Once your order is picked, packed and ready, you'll receive a link where you'll be able to track your order, right to your front door!

Can you gift-wrap?

Not a problem, we do this free of charge! Just drop us a note at checkout and we'll do the rest!

Can you issue gift cards?

Absolutely! Drop us a line here and we can set this up for you.

How secure is online ordering?

Very!

We offer four main payment options:

  • eWay facilitating Visa, MasterCard and American Express
  • Bank Transfer
  • PayPal
  • LayBuy

With regards to credit card payments Active Nation uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of New Zealand merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments, and:

  • Payments are fully automated with an immediate response.
  • Your complete credit card number cannot be viewed by Active Nation or any outside party.
  • All transactions are performed under 128 Bit SSL Certificate.
  • All transaction data is encrypted for storage within eWAY's bank-grade data centre, further protecting your credit card data.

Can you ship outside of New Zealand?

We can indeed!

Our customers span the globe and we've regularly send products to Australia, and have also recently sent to India, Malaysia, Kazakstan, the U.K., the U.S., Chile, Latvia, Sweden, Brazil, Canada and Costa Rica!

How does the returns process work?

Active Nation not only stands behind and understands every product we sell, but your happiness is our primary priority.

So, if for any reason you are not completely satisfied with your purchase we will give you a 30-day money-back guarantee from the time you receive the goods. Please email us within that time if you are not satisfied with your purchase so that we can resolve any problems.

Our ultimate objective is satisfying our customers and our philosophy revolves around total customer satisfaction and as such here are our simple, straightforward, happiness-inducing Refund and Returns Policies:

Change of Mind Refunds - we understand that every now and then you buy product and then change your mind. In this case please let us know and let's see if we can come to a happy resolution. We're happy to offer a refund on the product (product only, refund does not extend to freight costs) if you get in touch with us within 30 (thirty) days of receipt of your order*.

Exchange Warranty - we've all done it, clicked the wrong button and purchased the wrong colour, size or type. No stress, simply e-mail us within 30 (thirty) days of receipt of your order here and let us know, and we're happy to quickly exchange the product for the one you wanted (subsequent to any refunds payable by us, or payments required by you if applicable) once Active Nation receive your returned product.

*This refund policy does not apply to goods which have been removed from their original packaging or carton, used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition.

All postage costs to be paid by the buyer. We recommend that you return the product via Registered Post and that you pre-pay all postage.

I'm looking to buy some products in larger quantities do you guys have a wholesale program?

Sure do!

We have a number of happy wholesale customers around New Zealand, so why not join in? We have a dedicated wholesale page for our wholesale program or please drop us a note with your enquiry here.

can I finance my purchase?

Definitely!

LayBuy is now available sitewide, offering you the ability to pay your purchase off in 6 easy payments, interest free!

Reach out to us, we'd love to help...

 

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