FAQ

Here are some Frequently Asked Questions and their answers. If you do not find the answer to your question, then do not hesitate to contact us.

Delivery And Payment
How soon can I expect delivery?
How do I pay you?
Do I get an invoice?
How do you deliver?
How much does shipping cost?
Can we pay on the 20th of the month?

International Orders
Do you ship overseas?
How much does shipping to my country cost?
I'm an overseas buyer. Do I need to pay New Zealand GST (Goods and Services Tax)?

Samples Policy
Do you provide samples?
What if I don't like the samples?
How long do I have before I have to return the samples?
What happens to the money I paid for the samples?

Refunds and Returns Policy
What if I order the wrong thing?
Who do I contact if I have ordered the wrong thing?
How soon must I return the goods if I want a refund?
Do you refund or exchange?
What happens if the prices have changed in the meantime?
What happens if you send me the wrong items?
How do you refund money?

Warranties
What sort of warranty do you offer?
What happens to faulty goods?
What happens if a product fails during the warranty period?

Delivery and Payment:

 
How soon can I expect delivery?

Unless otherwise notified by email or phone, in the normal course of business, orders should reach NZ customers within 2 business days from the order being placed and payment received.

 
How do I pay you?

Payment is by means of Direct Credit to our company bank account, or you can pay by cheque. (Due to the high bank transaction fees applicable, we regret that we are unable to accept payment by Credit Card.)

 
Do I get an invoice?

Yes. A Tax Invoice will be emailed or faxed to customers, usually within 24 hours of the order being placed through our website.

 
How do you deliver?

Delivery within New Zealand will be usually by a next day Courier service or by NZ Post.

 
How much does shipping cost?

Depending upon the size of your order the cost could cost from $0.80 (Standard Postage) upwards. We will only charge the actual cost of shipping, whether by NZ Post or by Courier. We are happy to provide  quotations for shipping by either Standard Post (NZ Post), NZ Post Tracked Parcel, or by Courier.

 
Can we pay on the 20th of the month?

In respect of orders placed by NZ Government Departments, Schools and Universities, Local Authorities, Hospital Boards, and certain other approved organisations, we will issue a Tax Invoice with full payment due the 20th of the month following the date of our invoice. Otherwise, unless a special arrangement is made, payment is required prior to us shipping your order to you.

International Orders:

 
Do you ship overseas?

Yes.

 
How much does shipping to ... cost?

The actual international postage or freight charge will be advised to the customer by email, and this cost, plus the cost of the goods ordered, must be paid for before shipment.

 
I'm an overseas buyer. Do I need to pay New Zealand GST (Goods and Services Tax)?

No. No New Zealand GST (15% Goods and Services Tax) will be charged on those goods delivered to customers resident outside of New Zealand.

Samples Policy:

 
Do you provide samples?

If you require one-off samples of any of our products we are happy to supply these. Depending on the number and type of samples requested, we may invoice you for the samples supplied, plus the actual postage or shipping charges to ship these samples to you.

 
What if I don't like the samples?

If you return all or even just some of the samples (in the same condition as supplied) then we will refund the purchase price of those items returned. Please also enclose a photocopy of our original invoice with any returned goods. The postage or shipping cost is not refunded.

 
How long do I have before I have to return the samples?

Any Samples that are not required must be returned within 30 days of the original date of our invoice.

 
What happens to the money I paid?

You need to supply a Bank Account Number for us to Direct Credit any refund. A Credit Note will also be raised for any samples returned. We also require an email address to email the Credit Note to.

Refund & Returns Policy:

 
What if I order the wrong thing?

If you find you have ordered the wrong goods (or we have delivered you the wrong goods) then we will happily accept these back into stock and either refund the purchase price or exchange them for the correct goods, PROVIDED they have not been used and are still in the original packaging.

It is your responsibility to check any goods you have received from us.

 
Who do I contact if I have ordered the wrong thing?

You must email us immediately (at: sales@smartid.co.nz) that you discover that you have received the wrong goods.

 
How soon must I return the goods if I want a refund?

No returns will be accepted after 30 days from the date of our invoice.

 
Do you refund or exchange?

If you have ordered the incorrect goods we will either exchange the goods for the correct items OR refund you the full cost of the goods (excluding any shipping costs).

 
What happens if the prices have changed in the meantime?

If there is an adjustment in price for any exchanged goods, any additional cost must be paid for, or if the price is lower, we will refund you the difference. You will also have to pay the cost of shipping the replacement goods.

 
What happens if you send me the wrong items?

If for some reason we have inadvertently supplied you with the wrong items (e.g., you order product A and we supply you with product B), we will promptly replace them with the correct items, and, in addition, we will either refund you the cost of shipping the incorrectly supplied goods back to our warehouse, or arrange for a courier to collect them from you.

 
How do you refund money?

If we are refunding any money we will only do so by Direct Credit into your bank account. A Credit Note will also be supplied. (We can provide a Cheque Refund if requested).

Warranties Policy

 
What sort of warranty do you offer?

Unless mentioned otherwise, all our products are guaranteed against faulty manufacture for 12 months from the date of invoicing/supply.

 
What happens to faulty goods?

Any faulty goods are to be returned to us at the customers cost together with evidence of purchase (e.g., A copy of our Tax Invoice). Please also email us first at sales@smartid.co.nz to advise us you are returning a faulty item. Please place the heading: “Warranty Replacement Request” in the email subject line. (We may waive the requirement to return the faulty item to us).

 
What happens if a product fails during the warranty period?

If the item returned is of faulty manufacture, has been returned within the Warranty Period, and evidence of purchase is supplied, then we will then decide to either replace the item or refund the purchase price. If we replace the item(s) we will pay for the cost of sending these to you. (Note: If we replace the item we may do so with either an identical item, or a similar product of the same or better quality that will do the same job.)