FAQs

Please contact the customer services team as soon as possible. We will make all efforts to have this re-directed or returned to sender.

 

CAN I CANCEL OR REFUND MY ORDER?

Yes, you may cancel your order or part of your order any time prior to it being collected by the courier, please contact our Customer Service team to do so.

However, once it has left us with the courier it will need to be treated as a return – please visit our ‘Returns’ section for further details.

 

I’VE JUST PLACED AN ORDER AND SELECTED THE WRONG QUANTITY/SIZE/COLOUR – CAN I CHANGE IT?

Once your order is placed we are unable to make changes to the items in the order. Please note that a new order will need to be placed with correction, this will result in a re-charge of the correct item deducted from the account used to place the original order. A refund for this change will appear back in the account used with in the next 7 business days. Please contact our Customer Services Team and they can process this change.

If the order has already been sent, you may need to follow the returns/exchanges process.

Changes to size/colour/quantity are subject to stock availability.

 

CAN I PUT A HOLD ON THE DELIVERY OF MY ITEM?

Unfortunately we cannot guarantee this, you may be able to place a hold via our delivery partners directly.

Our standard delivery time frame is 1-4 business days (3-7 for large items). If you live rural this may extend the time frame for delivery.

 

CAN I CHANGE MY DELIVERY ADDRESS AFTER I HAVE PLACED MY ORDER?

Yes you can and the sooner the better. Once your order has left our us it will be more difficult to change the address and there is a possibility it will get delivered before the change can be made. To change your delivery address, please contact our Customer Service team.

 

DO YOU OFFER INTERNATIONAL DELIVERY?

We are unable to ship orders internationally, our services and products can be delivered to anywhere in New Zealand. If you would like to ship something internationally, this will need to be organised on your end.

 

MY ORDER SAYS DELIVERED BUT I CAN’T FIND IT?

There are a few reasons for this, our couriers may have done a really good job at storing your parcel safely on the property. Have a good look around if you did not leave specific delivery instructions.

If you still can’t find it, get in touch with our Customer Services team and we will look into it for you.

 

I DIDN’T RECEIVE MY ORDER CONFIRMATION EMAIL?

You may have entered an incorrect email address when placing the order. If you are unable to see this order in your account then please get in contact with us and we will locate it for you.

 

HOW CAN I TRACK MY ORDER?

You can track your order progress from your Customer Account, or by using the tracking details supplied in your dispatch email. If you have not received your tracking details yet, these will be sent after the item has been picked and packed. Items can take 1-4 working days to be delivered (10-15 for large items).

Standard Delivery & Rural

Your order can be tracked using the link provided on your purchase email.

Large Delivery or Over-sized Items

All large delivery and oversized items can be tracked at www.nzcouriers.co.nz

If you are still unable to track your order using these links then please let us know via email at info@elevatefitnezz.com

 

WHY IS MY TRACKING NUMBER NOT WORKING?

If you are unable to track your order, this is sometimes due to the type of items purchased. Standard delivery is with our delivery partner Aramex. Large delivery and over-sized items are sent with our delivery partner Nz Couriers.

Standard Delivery & Rural

Large Delivery or Over-sized Items

All large delivery and oversized items can be tracked at www.nzcouriers.co.nz

If you are still unable to track your order using these links then please let us know via contact email info@elevatefitnezz.com

 

WHAT ARE YOUR DELIVERY TIMES?

Delivery within 1-4 business days – Standard Orders
(+ 2 extra business days for rural delivery)

Delivery within 10-15 business days – Large or Oversize Orders
(+ 2 extra business days for rural delivery).

Unfortunately, we do not delivery to PO Boxes.

 

WHERE IS MY TRACKING NUMBER?

Your tracking number will be provided to you once your order has been picked and packed. This will also provide details on how you can track your order.

Our standard delivery time frame is 1-4 business days.