FAQ

No, you can also place an order as a guest. But, there are some perks if you have an account with us:

- Quick checkout process

- Easily view your order status and order history

- Receive updates detailing our new releases and special promotions

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

On the login page, click “Lost password?” and you’ll be redirected to a page where you can create a new password.

Please contact us so we can change your email address. We can change your email address, name, and address but we cannot change your order.

All of our transactions are based in New Zealand Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, in our sole discretion, even after the Customer receives an order confirmation or after the credit card has been authorized. If the credit card has already been authorized for the purchase and the order is canceled, we will issue a credit to the original method of payment. 

Any cancellation made after an order has been placed, will be subject to a cancellation fee of USD 0.50 regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please note that any orders that have already been packed or shipped cannot be cancelled.

Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".

Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold.

For all International orders PDR SHOP ship items within estimated time delivery 10-20 working days or more, depending on the country, from overseas warehouse, please allow for this when making your purchase.We ship all our orders Monday-Friday.You may have to pay customs duties and taxes for shipping of goods.If the order unable be delivered to the recipient and is returned back to us, a refund will be issued minus shipping costs.

Transit times do not include Public Holidays.

Deliveries are only made on business days, not weekends.

Orders are delivered using courier and require a signature upon delivery, non-signature option is also available for some products. We only deliver to residential or business addresses. If you order goods with signature delivery, please ensure you have your order delivered to an address where someone is available to sign for it. A Card To Call might be left if your parcel needed a signature and courier were unavailable to sign, couldn’t gain access to your delivery address, or didn’t feel it was safe to leave it. This card details when the delivery was attempted, the item number and what you need to do to have the items re-delivered. 

We are not responsible for any courier deliveries. If any issues please contact the carrier.

We will email your tracking information as soon as your order has shipped.

Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

If something is still missing, please contact us immediately.

We processes orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. 

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

Please allow extra time for your order to be processed during holidays and sale seasons. 

For shipping methods, please read here

The prices displayed on our site are tax-free in New Zealand Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes is the responsibility of the recipient and will not be covered by us here at PDR. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 

We offer FREE standard New Zealand wide shipping on all orders over $100. We ship goods with Overnight Courier across New Zealand. Order may take 1-2 business days to process before it's shipped.Shipping costs varies depending on the weight of the item.We ship all our orders Monday-Friday.If the order unable to be delivered to the recipient and is returned back to us, a refund will be issued minus shipping costs. 

1. We only accept returns within 7 days of receipt of all items. If ordered within 7 days item(s) may be returned for store credit.

2. Items MUST be new, unopened, and in their original packaging (undamaged).

If upon inspection the item is not found to be in the original condition the buyer will be required to pay for return postage costs and the item will be sent back at the buyer's expense.

3. Customer pays return shipping on all returns unless otherwise instructed by Kiwi Shop Online LTD.

4. Non-faulty Products returned/Orders cancelled will require Goods Return Authority, must be in re-saleable condition, and will be subject to a minimum 20% restocking fee.

5. Original shipping charges are not refundable and customer pays return shipping.

6. Orders over 7 days and products which have been used/installed are non-returnable. We do not take any responsibilities if item is not suitable for your particular case. Some items may required skills how to use or install, in this case you might need refer to professionals when applicable.

7. If item is faulty it will be either repaired or replaced.

8. Electrical items are non-returnable. 

9. We do not provide a refund for the change of mind.

10. If an item you have purchased is not suitable and you wish to exchange for a different model, you will need to send the original item back to us and purchase the correct model from our store, then we will issue a refund. There are going to be 2 separate transactions.

11. The Buyer must check the item(s) upon delivery and report any transit damage or faults by email within 24hrs of receiving the item. Kiwi Shop Online reserves the right to refuse courier claims that are made after this time frame. Please inspect the goods prior to signing for them as if goods are signed for ‘in good order’ we are not able to make a claim with the courier.

12. Contact must be made directly with Kiwi Shop Online for approval prior to returning goods under warranty, reference number will be required as proof of purchase. Photos, videos or other forms of fault evidence may also be requested from the Buyer.

13. Kiwi Shop Online will replace or repair the product where possible and Refunds will only be offered where a replacement of a similar model is not available. Original courier charges are non-refundable. Refunds will not be considered after the item has been used, if the buyer simply changes their mind or if the item is not “what you expected.''

14. Products must be returned with all accessories including their original packing materials, cartons and boxes.

15. The Buyer has the responsibility and expense of sending back any faulty product to Kiwi Shop Online. Kiwi Shop Online is liable for sending the repaired item or replacement back to the Buyer, except in the case that the returned item is tested and found not faulty or not in the same condition that the buyer reported. In which case, the buyer will be required to pay for return postage costs and the item will be sent back at the buyer's expense.

16. Warranties are not transferable and valid in New Zealand only.

Postage costs:

Postage costs for returning items will be at your own expense.

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

Please contact us within 3 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.