Frequently Asked Questions
We know – once you’ve ordered and paid for something – it’s exciting and you want it as soon as possible – we’re the same. Once your order has been placed and payment has been confirmed with us, we will organise to dispatch your new additions from our warehouse within 24 hours between Monday and Friday New Zealand time. If you order on a Saturday or Sunday New Zealand time, we will dispatch on the next business day (we do need to rest a little too).
While we like to run everything from start to finish, we are only a little cog in a big machine with moving parts, which means that once your purchase has left our warehouse we have minimal control from then on out. We are mostly reliant on the postal system or shipping company to get your shiny new purchase to you, and while we have approximate delivery times, sometimes through no fault of our own, these are not met. We do however have a track and trace on our parcels so will be able to follow up if it hasn’t arrived within the expected time frames.
Now for the part the most people want to know about – The how, the when, the cost:
We have a team of couriers on hand to provide delivery both domestic and international. If you would prefer to use your own method of collection and delivery, this can be arranged – however once your goods leave our warehouse, we will consider this delivered to you. We will not be responsible for any damages, costs or delays incurred during its journey.
We cannot deliver to P.O. Box or Private Bag as they generally aren’t big enough. We would suggest using an address that you will be at during the day for delivery, as a signature may be required. If the parcel gets sent back to the depot – this will cause delays and all sorts of inconveniences for you (like having to pick the parcel up on a Saturday) and if it gets returned to us, there may be additional shipping charges to have it sent back out to you.
Alternatively, depending on how much you are prepared to pay, and how soon you need your items, we also offer a personal delivery service – meaning you get to see our smiley faces in person.
Generally for New Zealand deliveries, we can offer a next business day delivery to most areas (excluding rural deliveries which may take up to three days).
We can even organise for a delivery on a Saturday (in most areas) – however this will cost a little extra – because let’s face it – most people prefer not to work on a weekend.
If the delivery destination is overseas – we probably won’t be able to deliver the next day. Depending on where you are – and what you want to pay for shipping & customs – we can offer you a choice of delivery rates and timings to suit your needs and budget.
Depending on the size of your package your shipping costs may vary. We have tried to keep them as reasonable as possible while giving you a single payment method (at the cart).
If your items for delivery are large or odd shaped, and fall outside of normal box shaped packages, then at this stage, we will need to contact you to confirm delivery costs. These are determined by our courier/shipping companies, and we have to do what we’re told.
If you are based overseas, we will contact you with quotes for shipping options – depending on your requirements. As mentioned above, wherever you are, we are willing to bring your items personally if you need them urgently – this will incur our travel costs to get to you and back home – but we’ll get things to you quickly.
Accuracy of delivery
Orders placed via the website are more likely to be delivered on-time to the correct address as we have your details clearly recorded on the computer generated order form from prompted information supplied by you. We encourage all orders to be placed via the website however if this doesn't work for you, get in contact with us at email@example.com and we'll get the information we need to ship to you via email.
In the (very) rare instance that the items you’ve purchased are faulty, you’ll be pleased to know we have an easy process for getting this sorted. If the problem is due to a manufacturers defect, we’ll even cover the cost of return and replacement shipping.
If, for any reason you feel the item(s) you have purchased are faulty, please contact us at firstname.lastname@example.org (including photo(s) and description of the defect). If they are, of course we will replace them. We want items which are non-faulty too.
If the item(s) have been misused and as a result have been damaged, then we don’t have to replace them free of charge.
If you’ve purchased the wrong size or product or if we have sent you the wrong product/size (we are human too, and very occasionally make mistakes) then the item(s) must be returned to us in a saleable condition (i.e. not washed, worn, altered, soiled or damaged).
Where you have incorrectly purchased, you will need to cover the additional shipping costs (return and resend) and we will send you the correct items.
For items that we have sent to you in error we will cover the cost for returning and resending the correct item to you.
Please note that there is a 30 day limit on returned items, so let us know us know at email@example.com within the 30 days that the item is incorrect.
Books, DVD’s, Clearance, and Custom Item(s)
We can’t refund any book(s) and/or video(s) once the seal is broken, or if you decide it is not the right one. If the book(s) and/or video(s) are defective we will replace the item with the same title.
If you’ve ordered a custom item, these are non-refundable, unless we’ve made a mistake.
All clearance items are non-refundable – we’re trying to get rid of them, not take them back – so please be careful when you order.
If you are ordering a weapon – please check your country’s requirements as these may differ from ours. It is your responsibility to make sure you can have these shipped to you. When you purchase a weapon from us you are confirming that you are complying with your local laws.
No refunds will be provided on any shipping costs (to or from) on any items that you have purchased from us that has been stopped, or returned to us, due to restrictions imposed by your local laws.So, if you have not checked and confirmed that you can receive the item purchased and we send these to you and you are not able to have it, the costs incurred with sending and returning any item will be taken prior to any refund being provided back to you.
We like to reward our loyal customers and those that help others. If you are a martial arts school and would like to receive a discount off the retail costs please contact us through our wholesaler form and we will be happy to discuss options that may be available.