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FAQ

Thursday, October 19, 2017

Frequently Asked Questions

Table of Contents

Frequently Asked Questions.

1. I have ordered the wrong size! What do I do?

2. I think my product is faulty or it has failed. What do I do?

3. What do you charge for shipping?

4. How long will my order take to arrive?

5. Do you ship to addresses outside of New Zealand & Australia?

6. Is it safe to use my credit card on your site?

7. What forms of payment do you accept?

8. I haven’t received an email to acknowledge my order?

Terms & Conditions

Return and Exchange Policy

Product Warranties

Privacy Statement

No Tolerance Policy Regarding Fraud

 

 

1. I have ordered the wrong size! What do I do?

First, give us a call or send an email letting us know what you want to exchange and we can make sure the product is available.

Print out a copy of your order form and explain what you are exchanging for.

Send the item/s back with the order form and a return courier ticket or bag for us to use for return freight. 

Always keep a record of your tracking number in case the item becomes lost in transit.

Returns Address:
Motorcycle Gear
Unit 6
16 Paerangi Place
Tauriko
Tauranga 3110

 

2. I think my product is faulty or it has failed. What do I do?

All products are covered by a full year warranty from purchase date if it is determined to be a manufacturing fault. We often need to send these back to the New Zealand wholesaler of the product for the replacement to be supplied. 

First, give us a call or send an email letting us know what has happened.

Print out a copy of your order form to write an explanation of the fault.

Send the item/s back with the order form.

Always keep a record of your tracking number in case the item becomes lost in transit. 

Returns Address:
Motorcycle Gear
Unit 6
16 Paerangi Place
Tauriko
Tauranga 3110 

 

3. What do you charge for shipping?

NZ Orders over $200 = Freight Free!

NZ Orders $100-199 = $9

NZ Orders $1-$99 = $12

 

4. How long will my order take to arrive?

We aim for all orders to be delivered within 2-3 working days. If there is going to be an obvious delay on your order, we will contact you.

We always suggest having a business address for delivery; these areas are on the couriers run 2-3 times per day, much more often than residential addresses. Rural address may take 1-2 days longer.

 

5. Do you ship to addresses outside of New Zealand & Australia?

We can send internationally but this is on a case by case basis due to international credit card fraud. Contact us with what you need, delivery address, payment method and we can supply you with a freight quote.

 

6. Is it safe to use my credit card on your site?

Yes! We use New Zealand’s leading website payment gateway ‘Payment Express’. You can find out more about the our e-commerce security here - www.paymentexpress.com/security/E-commerce_Security

 

7. What forms of payment do you accept?

We accept VISA and MASTERCARD credit and debit cards online.

CASH payments can be made at our retail store. CONTACT US

If you would like to pay via BANK TRANSFER, follow these steps.

1) Set up a new account. This takes 30 seconds, click the ‘Register’ icon at the top of any page.

2) Place all items into your shopping cart.

3) Add delivery details and save your order.

4) Transfer the total for your order including freight into the following account with your full name as a reference.

Westpac – Motorcycle Gear 2016 Ltd
03-1730-0009271-000

5) Send an email to sales@motorcyclegear.nz to notify us you have paid in full. We can then retrieve your order from the website and get it underway!

 

8. I haven’t received an email to acknowledge my order?

Please check your email spam folder. You should have recieved an email from sales@motorcyclegear.nz.

 

 

Terms & Conditions

Orders and Returns Policy

Delivery Method and Labelling: Your order will be delivered to the address supplied via Track & Trace courier.
No Signature Required: All deliveries will not require a signature unless specifically stated by you.

We reserve the right to refuse or cancel any orders placed for out of stock product or a product listed at the incorrect price.  MotorcycleGear.co.nz reserves the right to refuse or cancel any such orders whether or not the order has been confirmed. If your credit card has already been charged for the purchase and your order is cancelled, MotorcycleGear.co.nz shall issue a credit to your card account for the full amount of the purchase price.

 

 

Return and Exchange Policy

 

We support all our products and services. If you receive a defective item, after returning to us within 5 days we will immediately replace the item. 

 

If any apparel product you ordered is the wrong size then we will happily exchange the product for another size, however the original tags must attached and in the original product packaging. Run-out specials & Helmets: It is at our discretion that Helmets or products on run-out specials will be accepted for return. Freight charges will apply. We must receive returns for change of size/product no longer than 2 weeks from delivery date. All returns past this time frame will not be accepted.

Any returns for refund are liable for a 5% restocking fee. 

Returns Address:
Motorcycle Gear
Unit 6
16 Paerangi Place
Tauriko
Tauranga 3110 

 

 Product Warranties

 

Motorcycle Gear only offers our customers the manufacturer’s / distributor’s individual warranty and does not hold additional warranties for any products sold on MotorcycleGear.co.nz.  In the event of a claim, Motorcycle Gear will assist with communications with the individual manufacturer or distributor; however any warranty agreement is between the customer and the individual manufacturer / distributor.

 

 

Privacy Statement

Secure Details: Internet Ordering and Security is of utmost concern to us.  We will ensure your credit card details and personal information are safe. We will never sell, trade or give your personal information that you supply to us to anyone - at all!!

Credit Card Transactions: All your transactions are completed with the security provided by the highest level encryption servers available.  Your credit card details are guarded by technology that is completely 100% secure so you can order with confidence.

Multiple Payment Methods: If for any reason you do not feel safe entering your credit card information on our site, please feel free to email or post your order to us.

Secure Account: We use every means available to protect your sensitive information.

 

 

No Tolerance Policy Regarding Fraud

 

We will report credit card fraud to the relevant authorities of any attempted fraudulent order. Credit Card fraud in particular is a crime that is being committed daily over the internet.

 

 

 

 

 

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