BestTradeTools.co.nz - FAQ's

Can I pick my order up?

We operate online only and are unable to offer a pick up service at this point in time. All items are sent directly from our warehouses.

How do I pay for my order?

We accept PayPal, Visa and Mastercard. All credit card payments are made via our secure eWAY payment gateway.

How will my order be shipped?

All items shipped within New Zealand via courier, full insurance and item tracking is included with signature delivery to your chosen delivery address.

How much is shipping?

Shipping rates are based on the delivery address and total weight of the order.
Currently we offer national flat rates for orders up to 2kg.

Under 0.500kg = $6.90
0.501kg – 1.0kg = $9.20
1.1kg – 2.0kg = $12.70

Over 2.0kg regions as follow:

Auckland, Christchurch and Wellington
2.1kg - 5.0kg = $15
5.1kg - 25kg = $20

Other North Island
2.1kg - 5.0kg = $20
5.1kg - 25kg = $25

Other South Island (except West Coast)
2.1kg - 5.0kg = $30
5.1kg - 25kg = $40

West Coast
2.1kg - 5.0kg = $35
5.1kg - 25kg = $50

Our couriers allow a maximum shipping weight of 25kg, orders exceeding this weight will be sent and charged as multiple parcels.
Some bulky items may be charged based on their cubic weight.

How long will my order take to arrive?

Delivery time is generally 3-7 business days depending on your location.

Products/Items over 1.2m in length generally cannot be couriered and are sent via General Freight so can take longer to arrive.

We generally ship all items within 24 hours from payment being received.

My order is taking too long to arrive, what should I do?

If you have ordered an item and believe it is taking an unreasonable amount of time to be delivered, please email us using the form on our Contact Us page. Please include a description of the problem, as well as your order number.

We will contact our courier service and organise a track on the item, in the event that the item is deemed missing we will immediately offer you a replacement or refund. 

Will my item come with a guarantee?

All products featured on our website are guaranteed and/or come with warranties. 

Can I place an order for delivery outside of New Zealand?

Unfortunately at this stage we do not ship internationally.

What happens if my items don't work?

Sometimes an item may arrive faulty, or get damaged in transit. In the event that this happens with your item, please email sales@besttradetools.co.nz, please include a description of the problem, as well as your order number.

We will reply to you shortly and direct you as to how we will solve the problem. If we direct you to return the item to us, we will refund your postage cost, then offer you a replacement or refund at your request. All D.O.A warranty claims must be made within 24 hours of delivery.

What if my item breaks down under warranty?

All items also come with a warranty. If your item breaks down on you during normal use, we will repair or replace it for you, if we are unable to repair it or have no suitable replacement we will refund you the item cost. 

Please email sales@besttradetools.co.nz, please include a description of the problem, as well as your order number. We will reply to you shortly and direct you as to how we will solve the problem.

Replacements or refunds under warranty do not apply if the item has been installed, operated and maintained in any manner other than stated by us or in the instructions supplied with the item.

If the item is used in any manner other than for which it was designed, to the extent permitted by relevant legislation, we are excluded from  any liability for any indirect or consequential loss (including for loss of revenue or loss of use) arising from or in any way relating to the purchase or use of the item.

We will only accept returns on genuine warranty and D.O.A items as directed by us.

What is the return policy?

Our return policy is valid for 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable).
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.

What is the refund policy?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@besttradetools.co.nz.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@besttradetools.co.nz and we will advise you of the address to return product to.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should email us at sales@besttradetools.co.nz and we will advise you of the correct address to return product to.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the original shipping cost will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Product/Item Weights?

These are approximations and are taken from our suppliers best information at the time.