Frequently Asked Questions



 

    1. How long does delivery take and how can I track my order?
    2. Has my order been successful?
    3. Are your prices in New Zealand Dollars (NZD)?
    4. Do you match prices if I see an item on sale elsewhere?
    5. Do your prices include GST and other taxes?
    6. Who do I contact if I have a problem with my PayPal account?
    7. When will my payment be deducted from my PayPal account?
    8. How do I know it is safe to shop with you?
    9. Do you keep my credit card details?
    10. Will my information be sold to third parties?
    11. What if I am not home when my order arrives?
    12. What is the postage & handling charge on orders?
    13. How do I change my delivery address after my order has been placed?
    14. My items haven't arrived yet. What can I do?
    15. Do you ship internationally?
    16. Do you deliver to PO Boxes, military addresses or Parcel Lockers?
    17. How Do I get a price for over 1000 units?
    18. How do I get a quote?
    19. If you don't have a logo?
    20. Do you create logos?
    21. Do you have gift cards?
    22. How do I return my purchase?
    23. How long do I have to return my purchase?
    24. How long does it take for me to receive a refund?
    25. How will I be refunded?
    26. What if my item is faulty?
    27. What if the item I received is not what I ordered?
    28. Can I return sale items?
    29. The item I want is out of stock. What now?
    30. Do you place items on back order?
    31. Can I place an item on hold for purchase at a later date?
    32. How can I provide feedback about a product?
    33. Is there somewhere I can go to view the product before purchasing?
    34. How do I create a new account?
    35. How do I update my details on my account?
    36. I'm having problems ordering through your website. What can I do?
    37. Where can I get help if I need it?
    38. What payment types do you accept?
    39. Is it safe to use my credit card on your site?
    40. My credit card details are not being accepted. What's wrong?
    41. My computer froze while processing payment. How will I know that my payment went through successfully?
    42. Are your prices in New Zealand Dollars (NZD)?
    43. Do your prices include GST and other taxes?
    44. What is PayPal?
    45. How do I sign up for PayPal?
    46. Who do I contact if I have a problem with my PayPal account?
    47. When will my payment be deducted from my PayPal account?
    48. How do I know it is safe to shop with you?
    49. Do you keep my credit card details?
    50. Will my information be sold to third parties?
    51. What if I am not home when my order arrives?
    52. What is the postage & handling charge on orders?
    53. How do I change my delivery address after my order has been placed?
    54. My items haven't arrived yet. What can I do?
    55. Do you ship internationally?
    56. Do you deliver to PO Boxes, military addresses or Parcel Lockers?
    57. How long does delivery take and how can I track my order?
    58. Has my order been successful?
    59. Do you have gift cards?
    60. How do I return my purchase?
    61. How long do I have to return my purchase?
    62. How long does it take for me to receive a refund?
    63. How will I be refunded?
    64. What if my item is faulty?
    65. What if the item I received is not what I ordered?
    66. Do you place items on back order?
    67. Can I place an item on hold for purchase at a later date?
    68. How can I provide feedback about a product?
    69. Is there somewhere I can go to view the product before purchasing?
    70. How do I create a new account?
    71. How do I update my details on my account?
    72. I'm having problems ordering through your website. What can I do?
    73. Where can I get help if I need it?
    74. What payment types do you accept?
    75. Is it safe to use my credit card on your site?
    76. My credit card details are not being accepted. What's wrong?
    77. My computer froze while processing payment. How will I know that my payment went through successfully?

     

    If there are any questions left unanswered please contact us via our Contact us page.

     

    1. How long does delivery take and how can I track my order?

    Generally garments take less than 48 hours to arrive, if your parcel has not arrived to you after 48 hours please send us an inquiry via the contact us page.

     

    2. Has my order been successful?

    All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log in. to your account to check your order summary. If you do not have an account yet, you can create one via the home page.

    For further assistance, contact our Customer Service team.

     

    3. Are your prices in New Zealand Dollars (NZD)?

    Yes, all pricing is in New Zealand Dollars.

     

    4. Do you match prices if I see an item on sale elsewhere?

    Unfortunately we do not price match but we strive to have competitive prices.

     

    5. Do your prices include GST and other taxes?

    Item are shown with GST already added, You can view the tax breakdown once you have finished choosing your items and enter your cart.

     

    6. Who do I contact if I have a problem with my PayPal account?

    Unfortunately, we cannot assist with PayPal account problems. If you have problems with your PayPal, please contact their Customer Service team.

     

    7. When will my payment be deducted from my PayPal account?

    When placing an order, payment will be deducted from your PayPal account immediately.

     

    8. How do I know it is safe to shop with you?

    We value your privacy and work hard to ensure that your details are secured and never released to any other party. 

     

    9. Do you keep my credit card details?

    No, we do not store your credit card details.

     

    10. Will my information be sold to third parties?

    Your information will not be sold or passed on to third parties. Your privacy is important to us. 

     

    11. What if I am not home when my order arrives?

    It will either be left unattended at your address (only if you have requested this) or the delivery driver will leave a note for you to collect your parcel at your local post office.

    Parcels are kept at the post office for five days – you will receive another note to remind you to pick it up. It will then be kept at the post office for five more days. If the parcel has not been collected by then, it will be returned to our warehouse.

     

    12. What is the postage & handling charge on orders?

    We have a flat delivery rate of $10 per order.

     

    13. How do I change my delivery address after my order has been placed?

    We process and pack your order as fast as possible. Your delivery address can only be changed as long as your order has not been shipped.

     

    14. My items haven't arrived yet. What can I do?

    Orders may arrive at different times depending on where you are and from where your order is being shipped. Please allow up to five business days for your order to arrive.

    For urgent inquiries please contact us.

     

    15. Do you ship internationally?

    Currently we only ship throughout New Zealand.

     

    16. Do you deliver to PO Boxes, military addresses or Parcel Lockers?

    No we do not!

     

    17. How Do I get a price for over 1000 units?

    Email us with the style and quantity you require and we'll provide you with a quote.

     

    18. How do I get a quote?

    Email us with the quantity you are after for each items, if you have a logo send it also with an indication of placement and we will come back to you with a quote ASAP.

     

    19. If you don't have a logo?

    you can supply us a font type and we can quickly draft something up for you, however anything outside of an existing font would require the services of a professional graphic designer or from websites such as www.designcrowd.co.nz

     

    20. Do you create logos? 

    You can supply us a font type and we can quickly draft something up for you, however anything outside of an existing font would require the services of a professional graphic designer or from websites such as www.designcrowd.co.nz

     

    21. Do you have gift cards?

    Physical Gift Cards are not currently available.

     

    22. How do I return my purchase?

    All items are non-refundable unless found to be incorrectly sent or damaged. If you would like to query a return please contact us via the Pacific Safety and Apparel Solutions contact form.

     

    23. How long do I have to return my purchase?

    You have 14 Days to return any faulty or incorrect garments to Pacific Safety and Apparel Solutions for a refund.

     

    24. How long does it take for me to receive a refund?

    We'll email you updates throughout the returns process but just in case, here's how it works.

    Returns take 2-5 business days to reach our warehouse. Once received, your return will be processed within 1-3 business days. For refunds, please note that your financial institution can take an extra 3-5 business days to clear the funds back into your account.

     

    25. How will I be refunded?

    You will be refunded the same way you paid. If you paid via:

      • Credit card or PayPal: Your refund will be credited into the same account your payment came from.

      26. What if my item is faulty?

      We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process.

       

      27. What if the item I received is not what I ordered?

      If you received an item different to the one you ordered, please contact our Customer Service team who will help resolve the problem as soon as possible.

       

      28. Can I return sale items?

      No, you cant return sale items unless stated otherwise.

       

      29. The item I want is out of stock. What now?

      We try to have a stock level that will keep up with demand but some popular items may sell out fast. Our focus is to keep up with the latest fashion so our products are only available while stocks last. 
      If something you like is out of stock, contact our style team as they would love to help you find alternative options.

       

      30. Do you place items on back order?

      If an item is out of stock and you have already paid for it you will have the option to be refunded or to have the item put on back order. We try to avoid advertising products that are out of stock. If your desired item has sold out, you will be contacted by our Customer Service team to arrange a store credit or refund if we are unable to source the item from elsewhere

       

      31. Can I place an item on hold for purchase at a later date?

      Items must be ordered and paid for immediately and are available while stocks last.

       

      32. How can I provide feedback about a product?

      We love to hear from our customers. Send us feedback via our contact page.

       

      33. Is there somewhere I can go to view the product before purchasing?

      Unfortunately, we do not have a physical store and for safety reasons we cannot allow customers in the warehouse. If you have any product inquiries, please contact our Customer Service team.

       

      34. How do I create a new account?

        • Go to our Home page.
        • Click on 'Create New Account'.
        • Fill in the online form.
          Tip: If you previously made an order as a Guest, enter the same email address used to make your order.
        • Once you have filled out the form, click on 'Create My Account'.
        • You'll receive an email confirming your new Pacific Safety and Apparel Solutions account.

         

        35. How do I update my details on my account?

          • Log in to your account.
          • Click on 'My Details' at the top right hand side of the page.
          • Review and edit your account details.
          • Click 'Save' to save any changes you have made.

           

          36. I'm having problems ordering through your website. What can I do?

          Our website is best supported by Google Chrome or Apple Safari. Please check that your browser is up to date. If you are still experiencing difficulties, contact our Customer Service team.

           

          37. Where can I get help if I need it?

          We strive to give you the best online shopping experience and customer support. You can send us a message via our contact us page.

           

          38. What payment types do you accept?

          Pacific Safety and Apparel Solutions offers a number of payment methods:

            • Credit Cards: Visa MasterCard, American Express
            • Paypal

            39. Is it safe to use my credit card on your site?

            We strive to ensure that every credit card transaction occurs within a secure environment.

            You can see the transaction is secure if you see a key lock at the bottom right of your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order.

             

            40. My credit card details are not being accepted. What's wrong?

            Please check that:

              • There are no spaces in your credit card number;
              • Your billing address is the same as the address on your credit card; and
              • Your name appears exactly the same as on the card.

              If you are still experiencing difficulties, please check with your bank or financial institution. If problems continue, contact our Customer Service team.

               

              41. My computer froze while processing payment. How will I know that my payment went through successfully?

              All successful transactions receive a confirmation email within an hour of purchase. If you have not received a confirmation email, please try placing your order again. Alternatively, contact Customer Service team via the contact us page at the bottom right of the website during opening hours.

               

              42. Are your prices in New Zealand Dollars (NZD)?

              Yes, all pricing is in New Zealand Dollars.

               

              43. Do your prices include GST and other taxes?

              Tax is added to the items once the items have been added to the shopping cart.

               

              44. What is PayPal?

              PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant. 

               

              45. How do I sign up for PayPal?

              You can create a PayPal account while purchasing a product via the cart process.

               

              46. Who do I contact if I have a problem with my PayPal account?

              Unfortunately, we cannot assist with PayPal account problems. If you have problems with your PayPal, please contact their Customer Service team.

               

              47. When will my payment be deducted from my PayPal account?

              When placing an order, payment will be deducted from your PayPal account immediately.

               

              48. How do I know it is safe to shop with you?

              We value your privacy and work hard to ensure that your details are secured and never released to any other party.

               

              49. Do you keep my credit card details?

              No, we do not store your credit card details.

               

              50. Will my information be sold to third parties?

              Your information will not be sold or passed on to third parties. Your privacy is important to us.

               

              51. What if I am not home when my order arrives?

              It will either be left unattended at your address (only if you have requested this) or the delivery driver will leave a note for you to collect your parcel at your local post office.

              Parcels are kept at the post office for five days – you will receive another note to remind you to pick it up. It will then be kept at the post office for five more days. If the parcel has not been collected by then, it will be returned to our warehouse.

               

              52. What is the postage & handling charge on orders?

              We have a flat delivery rate of $10 per order.

               

              53. How do I change my delivery address after my order has been placed?

              We process and pack your order as fast as possible. Your delivery address can only be changed as long as your order has not been shipped.

               

              54. My items haven't arrived yet. What can I do?

              Orders may arrive at different times depending on where you are and from where your order is being shipped. Please allow up to five business days for your order to arrive.

              For urgent inquiries please contact us.

               

              55. Do you ship internationally?

              Currently we only ship throughout New Zealand.

               

              56. Do you deliver to PO Boxes, military addresses or Parcel Lockers?

              No we do not.

               

              57. How long does delivery take and how can I track my order?

              Generally garments take less than 48 hours to arrive, if your parcel has not arrived to you after 48 hours please send us an inquiry via the contact us page.

               

              58. Has my order been successful?

              All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively. Log in. to your account to check your order summary. If you do not have an account yet, you can create one via the home page.

              For further assistance, contact our Customer Service team.

               

              59. Do you have gift cards?

              Physical Gift Cards are not currently available.

               

              60. How do I return my purchase?

              All items are non-refundable unless found to be incorrectly sent or damaged. If you would like to query a return please contact us via the Pacific Safety and Apparel Solutions contact form.

               

              61. How long do I have to return my purchase?

              You have 14 Days to return any faulty or incorrect garments to Pacific Safety and Apparel Solutions for a refund.

               

              62. How long does it take for me to receive a refund?

              We'll email you updates throughout the returns process but just in case, here's how it works.

              Returns take 2-5 business days to reach our warehouse. Once received, your return will be processed within 1-3 business days. For refunds, please note that your financial institution can take an extra 3-5 business days to clear the funds back into your account.

               

              63. How will I be refunded?

              You will be refunded the same way you paid. If you paid via:

                • Credit card or PayPal: Your refund will be credited into the same account your payment came from.

                64. What if my item is faulty?

                We aim to provide our customers with products of the highest standard and quality. If you received an item with a manufacturing fault, our Customer Service team will help resolve the problem as fast as possible. Please help us by providing a photo or two showing the defect/fault, which will speed up the returns process. Contact us page.

                 

                65. What if the item I received is not what I ordered?

                If you received an item different to the one you ordered, please contact our Customer Service team who will help resolve the problem as soon as possible.

                 

                66. Do you place items on back order?

                If an item is out of stock and you have already paid for it you will have the option to be refunded or to have the item put on back order. We try to avoid advertising products that are out of stock. If your desired item has sold out, you will be contacted by our Customer Service team to arrange a store credit or refund if we are unable to source the item from elsewhere.

                 

                67. Can I place an item on hold for purchase at a later date?

                Items must be ordered and paid for immediately and are available while stocks last.

                 

                68. How can I provide feedback about a product?

                We love to hear from our customers. Send us feedback via our contact us page.

                 

                69. Is there somewhere I can go to view the product before purchasing?

                Unfortunately, we do not have a physical store and for safety reasons we cannot allow customers in the warehouse. If you have any product inquiries, please contact our Customer Service team.

                 

                70. How do I create a new account?

                  • Go to our Home page.
                  • Click on 'Create New Account'.
                  • Fill in the online form.
                    Tip: If you previously made an order as a Guest, enter the same email address used to make your order.
                  • Once you have filled out the form, click on 'Create My Account'.
                  • You'll receive an email confirming your new Pacific Safety and Apparel Solutions account.

                   

                  71. How do I update my details on my account?

                    • Log in to your account.
                    • Click on 'My Details' at the top right hand side of the page.
                    • Review and edit your account details.
                    • Click 'Save' to save any changes you have made.

                     

                    72. I'm having problems ordering through your website. What can I do?

                    Our website is best supported by Google Chrome or Apple Safari. Please check that your browser is up to date. If you are still experiencing difficulties, contact our Customer Service team.

                     

                    73. Where can I get help if I need it?

                    We strive to give you the best online shopping experience and customer support. You can send us a message via our contact us page.

                     

                    74. What payment types do you accept?

                    Pacific Safety and Apparel Solutions offers a number of payment methods:

                      • Credit Cards: Visa MasterCard, American Express
                      • Paypal

                       

                      75. Is it safe to use my credit card on your site?

                      We strive to ensure that every credit card transaction occurs within a secure environment.

                      You can see the transaction is secure if you see a key lock at the bottom right of your web browser. We do not hold your credit card information after your order is complete, as it is submitted directly to our banks. Rest assure that your credit card and bank account information is secure every time you make an order.

                       

                      76. My credit card details are not being accepted. What's wrong?

                      Please check that:

                        • There are no spaces in your credit card number;
                        • Your billing address is the same as the address on your credit card; and
                        • Your name appears exactly the same as on the card.

                        If you are still experiencing difficulties, please check with your bank or financial institution. If problems continue, contact our Customer Service team.

                         

                        77. My computer froze while processing payment. How will I know that my payment went through successfully?

                        All successful transactions receive a confirmation email within an hour of purchase. If you have not received a confirmation email, please try placing your order again. Alternatively, contact Customer Service team via the contact us page at the bottom right of the website during opening hours.

                        Sale

                        Unavailable

                        Sold Out