Delivery & Returns
Delivery
Orders with a total value of $95 or more qualify for free standard shipping.
Orders under $95 will incur a standard shipping fee of $5.90. All deliveries are sent with no signature required.
We do recommend contacting NZPost directly and adding a comment to your delivery address if you have any special requirements or loose dogs on the property.
We'll send you emails to update you on the progress of your order.
The following delivery timeframes are a guide only:
Next working day for all main centres
- 2 business days for regional New Zealand
- 3 business days for rural delivery
Returns
Change of Mind Return
If you find that the product just isn't right - possibly you made a mistake when purchasing or you've changed your mind, you have up to 10 working days to return the product. With cases like this you'll need to pay the courier cost of returning the product to our warehouse.
Please contact us for return instructions. Please ensure the returning product is in unused condition, not expired and in the original packaging with tags still attached and don't forget to include your order number and contact details. All returns are assessed before a Credit or refund is approved or declined and the team will update you regarding the outcome.
There are no refunds on delivery charges unless the item is a fault of elopup and you are eligible for a refund. If your product is damaged in transit, we will replace the item and ship it at no additional cost.
Subject to its obligations at law, where applicable, elopup may (at its discretion) elect to provide a refund or a Credit for returned product.
Faulty Product
In the event that a product you purchased from us is faulty, we are committed to meeting our obligations under the Consumer Guarantees Act 1993 (CGA).
The legislation outlines the guarantees and rights of both the seller and consumer for products sold.
Under the CGA, products sold by us must be safe, of acceptable quality, fit for the purpose they have been purchased for, match the description given, and match the sample or demonstration model;
The CGA guarantees are in addition to any other warranty offer(s) provided by the manufacturer, or insurance provider (if applicable); and
The CGA does not apply where the product has been misused, broken, or improperly operated.
Minor Fault:
Should the fault be deemed minor and can be repaired within a reasonable period of time, elopup will either repair or replace the product with an identical product. If we cannot repair the product in a reasonable period of time or source a replacement then elopup will provide a full refund.
Major Fault:
Should the product not be able to be repaired (multiple failures) you may either choose a replacement of identical product or a full refund.
For any of the above queries, feel free to get in touch with our team. We will endeavour to do our best to help you find a solution.
Submitting a request here
Please note, that any warranties are immediately voided if you try to self-repair an item or take pieces apart for yourself.