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?

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 3 business days from the order being placed and payment received, using courier delivery. NZ Post may take longer.

 
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 be from the Standard Postage Rate 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. Other payment terms such as 7 Day Invoice Terms by arrangement.

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.

Refund & Returns Policy:

 
What if I order the wrong item?

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 item?

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.

Warranties Policy

All goods provided by us are covered, where applicable, by the New Zealand Consumer Guarantees Act 1993.

 
What sort of warranty do you offer?

Unless used for commercial purposes, most 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., providing our Tax Invoice Number). 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.)