Customer Service & FAQ’S
Shipping
Where do you deliver?
Currently ergogo ships throughout all of New Zealand and Australia
Unfortunately at this stage, we are unable to deliver to PO Boxes
For other addresses around the world please do not hesitate to contact us to provide shipping options.
Which courier company do you use?
We use New Zealand Couriers for all deliveries.
- South Island 2-Day deliveries, NZ Couriers hands parcels over to Post Haste
- Rural Deliveries, NZ Couriers hands parcels over to NZ Post
- Australian orders, NZ Couriers uses multiple carriers
How much is shipping?
We split our products into 3 shipping classes. Your shipping costs will be calculated at the checkout
For New Zealand deliveries, please note that if NZC classes your address as rural then they will hand your parcel over to a rural delivery driver. Delivery time may increase by up to 3 days and a $6 rural fee applies
Alternatively, if your address is classed as rural you can visit NZC-Nearest Location for your closest pick-up location
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.
Can I track my order?
Yes. Once your order has been collected for delivery, you will receive an email containing all your tracking information.
Alternatively, if you have created an account, your tracking information will be available via your order history.
If you do not receive your delivery in the specified time, please contact us at accounts@ergogo.co.nz and we’ll chase it up for you.
What is the delivery time frame?
All North Island orders are overnight. While with South Island orders you will have the option for 2-Day & Overnight at checkout.
If you have a rural address, this can take an extra 1-3 days
For Australian orders, the expected time frame is between 3-15 days but this may vary depending on your location
Please Note: 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)
What happens if I am not home when the courier calls?
All of our deliveries do not require a signature, therefore the courier driver will leave your box somewhere safe
If you have a particular place you would like your delivery left, (i.e. Letter Box, Front Door, Back Door, Over Fence etc.) Please write this in the comments section at checkout
What should I do if my package turns up damaged or gets lost?
If your parcel turns up damaged, please take a photo of the box and/or product and get in contact with us ASAP.
In the unlikely event that your order goes somewhere way off the beaten track and gets lost, we will arrange a replacement to be sent out
Do you ship everyday?
Shipments go out Monday – Friday. We strive to process and ship all orders within 1-3 business days.
We will notify you if there are any delays, so please bear with us as we’re still a small company!
Where does my order ship from?
We ship all orders from our warehouse in Napier, New Zealand
More Info?
For more information please see Shipping & Returns
Exchanges & Refunds
Do you accept exchanges?
ergogo will happily accept unworn/unused products returned or exchanged within 14 days of purchase. Unfortunately, we cannot refund the initial shipping cost
Please allow up to 7 business days for the exchange or return to be processed
Do you give refunds?
ergogo will issue a refund for unworn products returned within 14 days of purchase
Costs of returning are only covered by ergogo if the product is shown to be faulty by the team
If the product is faulty then ergogo will send you a Return Postal Ticket
If the product is not faulty but you wish to return it then the cost of courier is the customer’s responsibility
Please allow up to 7 business days for the refund to be processed
For further information on returns & refunds please see Shipping & Returns
What do I do if I receive the wrong product?
In the unlikely event that you receive the wrong item, please contact the team at ergogo and we will arrange an exchange
Returns
Do you accept returns?
At ergogo, we do offer returns. Please read our returns policy before contact.
New Zealand Returns:
Contact Customer Service 0800 600 699 or email to request a return authorization.
Please allow up to 7 business days once the package is received back at our warehouse for us to begin the refund process.
Australian Returns:
Please contact us on 1800 100 109 and we will advise you what to do.
Where do we send our returns?
Returns will need to be accepted by the team at ergogo before sending to the below address
For New Zealand returns, send to the following address:
Returns @ ergogo
5 Edmundson Street
Onekawa
Napier 4110
For Australian returns please contact us on 1800 100 109 and we will advise you what to do
What is needed for return parcels?
- Pack and seal your return in the original packaging. Include a copy of your invoice or packing slip so that we can identify you.
- Make sure your sender’s address and phone number are on the return label.
- Packages must be returned freight prepaid. We cannot accept freight forward deliveries.
- We recommend the use of an insured parcel service.
Ordering
Do I need an account to make a purchase?
No, however as a member you’ll pretty much have the run of the place. You can:
- Check out faster when making a purchase
- Check the status of your orders
- See all past orders
- Update account details, including password
- Check your tracking details
Can I edit or cancel an order after it has been placed?
At ergogo, we endeavour to process orders placed as quickly as possible
If you do need to modify or cancel an order, please call us as quickly as possible at 0800 600 699
When will my credit card be charged?
Credit cards are charged at the time of order processing
What does ’Available on Back-order’ mean?
If the product you wish to purchase shows ‘Available on Back-order’ this refers to the product being currently out of stock. However, you will still be able to proceed with your purchase
For any and all products that show this tag your order will still be charged in full. All items NOT on back-order will be dispatched
Further items on back-order will sit in pending until stock arrives. Once the stock is ready for dispatch your order will be processed and shipped. (At no further charge)
If while in back-order pending you wish to cancel please contact us on 0800 600 699 and we will arrange a refund.
My payment declined, What should I do?
- If not already, try again
- Try an alternative payment method
- If you are still having issues, please place your order in quotes and contact us
How do I know if my order has been successful?
When you have successfully completed your order, you will receive a confirmation email within 15 – 30 minutes
If however, you don’t receive an email, please get in touch with us at 0800 600 699
Australian Exchange Rates, GST, Customs Charges, Duties And Fees
Do I pay GST on my AUS purchase?
As ergogo is based in New Zealand, your order is charged in NZ Dollars. The actual price charged to Australian customers will be subject to the exchange rate applied by the purchaser’s credit or debit card provider.
Please note orders that are more than the equivalent of approx. AUD$1000 and shipped to Australia may incur GST, customs charges and duties charged by the AUS Customs Service once the parcel reaches its destination port and must be paid for by the recipient directly to the AUS Customs Service or its authorized agents.
Additionally, your credit or debit card provider may charge currency conversion and administration fees on purchases and any refunds we provide. We are not responsible for and will not offer reimbursement for any of these GST charges, duties or fees.
If you would like to make a purchase above A$1000 then please contact ergogo for guidance.
Further terms & conditions here
What exchange rate is used?
We use a live currency rate for the charging of Australian orders
Company Information
What are your office & warehouse hours?
Both our office & warehouse hours are 9 am – 5.30 pm NZT, Monday – Friday
More
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