Shipping & Returns
Shipping & Delivery
NEW ZEALAND
ergogo aims to have all orders dispatched within 1-2 working days of receiving your order.
We also strive to deliver all products to you within 1-5 working days no matter where you are in New Zealand.
REQUIRE YOUR PRODUCTS URGENTLY
We offer an overnight delivery service (Excluding Weekends) at additional cost to both the North and South Island.
Overnight delivery excludes weekends; where if an order is placed on a Friday it will arrive on Monday. However in the case that you may require your product urgently please don’t hesitate to contact us to arrange a Saturday Delivery (Additional Cost)
This service is not available for rural deliveries however we do offer fast delivery to NZ Courier agents (business houses) for those that live rurally.
This enables you to collect from the closest agent to your home. We can advise you who the closest NZ Courier agent is to your home address.
Please note that we only deliver to physical residential, rural or business addresses in New Zealand.
– We do not deliver to PO Boxes in New Zealand.
NZ Couriers Authority to Leave
We want to ensure you can receive your parcel as soon as possible and know that even if you are not home it will be delivered securely.
FREE STANDARD NZ SHIPPING for orders over $150.
- Free Shipping DOESN’T apply to Australian orders
- Free Shipping DOESN’T apply to oversized items
- For overnight shipping to the South Island, please note that our standard rate will automatically be subtracted from your shipping cost.
- If your address is rural, this charge will still apply
- PLEASE NOTE: Free Standard NZ shipping is only applicable for orders placed and paid for online.
AUSTRALIA & INTERNATIONAL
How do you ship orders?
Our orders are sent with international courier services. All of our international orders will be advised of a tracking number that will keep you up to date on parcel progress.
When can I expect my order?
- International Economy: 7-15 business days
- International Priority: 3-5 business days
Important: Please note that these timeframes are based on getting the parcel from New Zealand to your country, they do not include the time to clear customs – this is entirely up to your customs department.
How much does international shipping cost?
- International Economy: price determined at checkout / based on order size + location
- International Priority: price determined at checkout / based on order size + location
Important: You may need to pay additional customs and taxes, which do vary by country.
ergogo is not responsible for any additional charges incurred by customs. More information about specific custom rates can be found by contacting your local postal service.
For more questions & answers regarding Shipping & Delivery please visit ergogo’s FAQ page.
Refunds & Returns
ergogo is committed to providing a superior standard of service. This includes the right to return a product purchased either online or directly, via our toll-free numbers
0800 600 699 NZ or 1800 100 109 Australia or email solutions@ergogo.co.nz
Our 14 Days Returns Policy
NEW PRODUCTS
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- Our 14 day returns policy applies to the purchase of ‘new’ products only. If you wish to return any product, please call 0800 600 699 directly and explain your reason for wanting to return the product.
- If the reason provided is accepted by us we will happily agree to the return of the product and refund your money less our freight cost.
- All faults and discrepancies must be reported to us via solutions@ergogo.co.nz within 3 working days of receipt of the product and returned to us within 5 working days so the matter can be rectified. Anything reported after this time will be dealt with at the discretion of the company. If, in the case that we have made a mistake with your order we will provide you with a specific return address and we will pay for the item to be returned and replaced.
REFURBISHED PRODUCTS
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- For purchases as ‘refurbished’ products, please call on either 0800 600 699 for NZ or 1800 100 109 for AUS directly and explain your reason for wanting to return the product. If the reason provided is accepted by us we will happily agree to the return of the product and refund your money.
- The 14 days returns period commences from the date of purchase.
- Please note: the purchaser is responsible for arranging the return of the product including any freight or courier costs. The cost of sending the order to you will also be deducted from the refund paid.
- Once a product has been returned and accepted by us, we will refund the money to your nominated bank account or credit card within 7 business days.
Required Condition of Product for Return
All items must be returned in the condition they were sold. For new products, this means they must be unused with the original packaging intact and in order.
Items that are Exempt from Our Returns Policy
Due to hygiene reasons some of our products including socks and foot accessories cannot be returned if tried on. Please feel free to ask us at the time of purchase if your particular item is exempt from our returns policy.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at solutions@ergogo.co.nz.
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Shipping returns
To return your product, you should mail your product to:
Returns @ ergogo
5 Edmundson Street, Onekawa
Napier 4110
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
For more questions & answers regarding Refunds & Returns please visit ergogo’s FAQ page.
