Frequently Asked Questions(For B2C Customers Only)
Q: When will my order ship?
A: All orders that placed before 11:00am are shipped the same day. Otherwise, please allow 2 business days for processing. (Excluding weekends and public holidays) Orders placed during weekends or public holidays will ship on the following business day.
Q: Which shipping providers do you offer?
A: Aramex, Toll and Parcel express are our Courier partners, but Shipping companies may change depending on the situation.
Q: How much does shipping cost?
A: Shipping costs vary depending on the total weight and size of your order and your destination address. For your convenience, a shipping cost estimate is provided in your shopping cart for all available shipping methods prior to check out.
Delivery Fees and time
Region | Shipping Cost | Estimated Delivery Time |
Auckland Central | $5 | 1-2 Business days after shipping |
Other Area | $6.5 | 2-3 Business days after shipping |
Rural Area | Standard Fees+$6.5 | 3-4 Business days after shipping |
If you live at a rural address, besides standard delivery fees, you will be charged additional $6.5. Unfortunately, this additional fee is necessary for your item to be delivered, because rural delivery operators are subcontracted by courier providers to deliver your parcel from the nearest depot.
*Note 1: Delivery times are as provided by our carriers and are estimates only. Delays may occur during peak periods, your regions and due to factors outside the carriers control. Please make sure your delivery information is correct. Your items will be strictly shipped only to the address that you provided to our system.
Extra Fees Apply
Signature Required – $1 per shipment. If you don’t want courier providers to leave your parcel unattended please select the signature required option. This is especially recommended for high-value items.
Picking – Up (must to be picked up within 7 days) $0.95 Fees apply for handling
Picking up option is provided at Shipping section before checking out. Once, your picking up order is confirmed and packed, we will send you an email. This email will contain instructions on how to pick up your items.
Q: Can I pick up my order?
A: Yes.
Picking up option is provided at Shipping section before checking out. $0.95 handling fee will be applied to the order. Once, picking up order is confirmed and packed, we will send you an email. This email will contain instructions on how to pick up your items.
After receiving pick – up conformation email, customers can come to our warehouse to collect items during our business hours. For avoiding any delays on collection, we advise our customer to contact us 30 mins before picking up. Entering warehouse is prohibited, please wait outside and allow our staff to deliver items.
Note: we advise all our customers to collect their items within 7 days, from the day receive our conformation email.
Location: 23 Eric Paton Way, St Johns, Auckland 1072.
Business hours: 10 am to 3 pm, Mon – Fri. (Close on weekends and public holidays)
Q: Do you require a minimum order for free freight?
A: Yes, Orders that are over $35 will be provided free shipping service.
Q: How long will it take for me to receive my order?
A: It will depend on your location and Courier company’s circumstance.
Region | Estimated Delivery Time |
Auckland Central | 1-2 Business days after shipping |
Other Area | 2-3 Business days after shipping |
Rural Area | 3-4 Business days after shipping |
*Note : Delivery times are as provided by our carriers and are estimates only. Delays may occur during peak periods, your regions and due to factors outside the carriers control. If you live at a rural address, it will take extra 1 or 2 business days.
Q: Do you ship internationally?
A: At the moment, we do not provide international delivery. (New Zealand domestic delivery only.)
Q: Where's my tracking number? How do I track my order?
A: Once your orders are shipped, we will send you an invoice with shipping information (Tracking numbers and tracking instructions). You can also log into your account, and simply click ‘track’, in your ‘order’ to check your shipping status.
Q: What is your return policy?
A: Please refer our detail return policy as below.
Q: What payment methods do you accept?
A: We accept Credit / Debit Card, Direct Bank Transfer, Stripe and PoLi.
Q: Is my on-line order secure?
A: Yes, all orders placed on our website are 100% safe and secure. We use industry standard SSL Technology to protect all your personal information that used on our website. SSL Technology encrypts all of your personal information, including credit card number, name and address, so that it cannot be read as the information travels over the Internet.
Q: Will my order save in the shopping cart if I log out before I finish?
A: Yes. Your order will be automatically save to your shopping cart, when you log out without finalising your order.
Q: How do I view my past order history?
A: Visit our website and log into your account. Go to “My Account” and select “Orders”. You will find your order history there.
Q: How do I update and/or edit my billing or shipping address?
A: Visit our website and log into your account. Go to “My Account” and select “Address”. You can edit your billing and shipping address there.
Delivery Policy(B2C Customers Only)
Thank you for visiting and shopping at GBK. Following are the terms and conditions that constitute our Delivery Policy.
- Shipment processing time
All orders that placed before 11:00am are shipped the same day. Otherwise, please allow 2 business days for processing. (Excluding weekends and public holidays) Orders are not shipped or delivered on weekends or holidays.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.
- Delivery Fees & Time
Shipping charges for your order will be calculated and displayed at checkout.
Region | Shipping Cost | Estimated Delivery Time |
Auckland Central | $5 | 1-2 Business days after shipping |
Other Area | $6.5 | 2-3 Business days after shipping |
Rural Area | Standard Fees+$6.5 | 3-4 Business days after shipping |
If you live at a rural address, besides standard delivery fees, you will be charged additional $6.5. Unfortunately, this additional fee is necessary for your item to be delivered, because rural delivery operators are subcontracted by courier providers to deliver your parcel from the nearest depot.
- Extra Fees Apply
Signature Required – $1.50 per shipment
If you don’t want courier providers to leave your parcel unattended please select the signature required option. This is especially recommended for high-value items.
Delivery times are as provided by our carriers and are estimates only. Delays may occur during peak periods, your regions and due to factors outside the carriers control. Please make sure your delivery information is correct. Your items will be strictly shipped only to the address that you provided to our system.
- Shipment to P.O. boxes
We currently do not deliver to PO Boxes. Please use a street address when placing your order to avoid delays.
- Shipment confirmation & Order tracking
When order is packed and dispatched, we will send an email. This email will contain ‘Track and Trace’ label number and courier provider, as well as instructions on how to track your order.
- Item lost and Damage
If your items aren’t delivered within estimated delivery date, please track the parcel first with provided tracking information and allow extra 1 or 2 business days before you contact our customer service department. If your items are delivered with damage, please contact our customer service centre within 24 hours, from the time you receive your parcel.
(on weekends and public holiday, please contact us through email)
Return, Refunds & Replacement Policy
- Changed mind about an order or Purchased wrong item
If you change your mind about an item that you’ve recently purchased or you purchase wrong Item, you need to contact our customer service team and send the item back within 7 days after its delivery. You can return it to us, and we’ll offer you an exchange or refund, as long as:
- The item is unused and in its original packaging
- You provide proof of purchase
However, this does not apply to:
- The item is used.
- The original packaging is damaged.
We do not pay for shipping costs of returning items to our warehouse.
After receiving return products, our customer service team will contact you regarding exchange or refund.(Customers are liable for additional shipping cost on exchange and refund items)
Note: For refund items, the initial shipping cost you will deducted from your refund.
- Received order but there are missing items
While this happens very rarely, If you received your order but there are missing items, please contact our customer service team with your order number and the item/s that is/are missing from your order immediately. We’ll start an investigation with the Warehouse team as soon as we receive your email, and put it right immediately for you. Once we confirm , we will ship you the correct product ASAP.
- Received wrong item
While this happens very rarely, if you receive a different item from what you ordered, then please contact our customer service team with in 7 days from tis delivery, so we can put it right immediately. Once we receive your email, we’ll ship you the correct product ASAP.
We’ll also email you a free shipping label so you can return the incorrect item back to us (at no additional cost). And please return the item with its original packaging. You can either give it back to the driver that delivered the replacement, drop it off at your nearest depot or call CourierPost at 08002687437 to arrange collection of the incorrect item.
- Received faulty item
If you received an item that’s faulty, please contact our customer service team immediately from tis delivery. Once we receive your request, our customer service team will assess the information and will be in touch with you so we can sort it out immediately.
- Damage caused by the installer or other factors, including the following, is not covered by our warranty:
Damage due to abuse or force damage / Damage due to incorrect installation or improper handling / Normal wear and tear / Products in contact with liquid / excessive wear, damage, mishandling, accident or failure to comply with operating instructions / Use of products with inappropriate accessories.
#Please Note
Regarding every return, refund or replacement, please contact our customer service team immediately, and follow our instructions.
We aim to process all returns within 7days from the date it’s received back at the warehouse.
Customer service team email: info@gbk.com
