WHERE DO WE DELIVER?
We currently deliver worldwide, however, there are some countries that are not as easy to get to. If an order is placed for delivery to one of the countries outside our reach, you will be notified by email as soon as possible.
HOW MUCH IS STANDARD DELIVERY?
Please check our COVID-19 updates page to see if standard postal delivery is affected in your country.
Standard delivery prices are currently as follows for one pair: New Zealand & Australia $9 NZD
Rest of the world $13 NZD
EMS rates may apply to your country, please take a look at our COVID-19 updates page to find out.
Shipping costs scale down for multiple pairs.
HOW LONG WILL IT TAKE FOR MY DELIVERY TO ARRIVE?
All orders received before 8 am Monday-Friday with standard airmail delivery should be with you within 12 - 21 business days, orders sent using E.M.S should take between 5 - 7 business days globally. For North/South American customers we recommend you buy from www.stepsfortheocean.com for a speedy delivery.
WHERE IS MY DELIVERY?
If you have not received your goods please email ‘firstname.lastname@example.org’ and we will give you your tracking number. We will then notify you via email to confirm the status and whereabouts of your product(s).
After your parcel is sent by us and is in the hands of the courier it is the courier's responsibility to deliver your package to you, that's what they're paid for! If your package is unusually late we can launch an inquiry for you to find its whereabouts which takes up to 4 weeks to complete. We'll provide you with the tracking number and courier company so you can track it down.
For New Zealand late deliveries, please call 0800 736 353, option 5, and provide your tracking number to help you find your parcel quickly.
Please note: Parcels that are signed for will be deemed as received by the customer and are now out of our control. We use third-party logistics companies (Registered Post) for delivery of our products and we hope that they maintain our high standards but as I'm sure you can understand mistakes do happen.
I CHANGED MY MIND, CAN I CANCEL MY ORDER?
If you have recently placed an order with us and wish to cancel it before delivery, please email us at email@example.com within 24 hours quoting your order reference number, the date the order was placed and your name. We will then contact our dispatch team and try to get the order returned to us rather than delivered to yourself. Once we have confirmation of the cancellation, payment will then be refunded back to your account within 10 working days.
If the order is delivered to you, please return it for a full refund (excluding postage).
MY ORDER IS LATE, CAN I CANCEL IT?
Although we endeavour to get all deliveries to you on time, we understand that sometimes deliveries are late. If you wish to cancel a delivery before you receive it but after the 24 hour period, due to late arrival, please email ‘firstname.lastname@example.org’ quoting your order reference number, the date the order was placed and your name. We will review the order to find out where your parcel is and refund your account within 10 days if in agreement with the late delivery.
Helpful Hint: Please note we can place goods on hold for a maximum of two weeks if the late delivery will now be at an inappropriate time for you; simply email email@example.com to do so.
CAN I AMEND MY ORDER DETAILS?
To amend an order, both for product and shipping address please contact firstname.lastname@example.org as soon as possible. If the order has already been processed it might not be possible to amend it.
Returns address Oceania: Subs Ltd, 9 Upland Road, Hoon Hay, Christchurch 8025, New Zealand.
Returns address Asia: Subs Ltd, No. 15-2, Fengshi Road Section 2, Lane 1200, Fengyuan District 422, Taichung City, Taiwan.
WHAT IS YOUR RETURNS POLICY?
All goods must be unused and in the condition in which they arrived to you to qualify for the below.
You have 30 days to return an item with proof of purchase for a full refund or a size swap.
Please allow up to 10 working days from the date we receive your product(s) for your refund to be processed.
HOW DO I EXCHANGE MY ITEM(S)?
If exchanging an item, the price must match that of the item purchased when you bought it. If the item chosen is out of stock a refund will be issued instead. If you wish to exchange for an item of a different price, your item must first be returned and a refund issued and a new order should be placed.
DO I NEED TO PAY FOR POSTAGE?
Please note when asking for a refund or to swap sizes, the customer is responsible for the postage costs incurred when returning or swapping an item. NZD $9/USD $6 (original shipping cost), will be deducted from the refund. Goods must be returned by registered post only. We cannot be held responsible for any item returned to us in any other way. You will need proof of postage if the returned parcel is lost and you need to make a claim to your carrier.
MY PRODUCTS WERE DAMAGED, CAN I RETURN THEM?
Of course. If goods are considered damaged in transit, you must notify us within 48 hours of receiving the product, you then have 14 days to return the product to us, alongside proof of purchase to issue a full refund.
MY PRODUCTS ARE FAULTY, CAN I RETURN THEM?
If the product is faulty you can return the product, we will inspect the item and issue a full refund (including postage) if we are in agreement with your comments.
However, if we disagree with your comments and the ‘fault’ it is a matter of standard ‘wear and tear’ or product neglect i.e. walking on hot coals or allowing a pet to get hold of it, we will return the item to you and postage costs will be incurred by yourself.
To see our full T's and C's click here