What Does Pre-order mean?
On Games Workshop branded items, we have this category set to allow you to place orders for items that are out of stock. These will show as having a status of "Pre-Order" on the items website listing page. We will need to order these items in for you. If GW are out of stock then we wont be able to order it, so check their website too!
Can you order in ForgeWorld items?
NO. Despite GW and Forgeworld clearly being linked in the products they sell, ForgeWorld is an independent company and they do not support Trade accounts in anyway, so we are unable to order from them.
Can I add Notes to an order I send to you?
Yes, in your Cart there is a facility to add notes called 'Special Instructions". This is particularly useful to use if we still owe you something from a prior order... putting a reminder note on the order is very helpful :)
Can I make an addition to an order?
Yes, if your order has not as yet been marked as Fulfilled, and a tracking number provided, that shows its now been picked up, and is with courier, ... place a new order for the extra items you need, but select 'pick up from store' - so you don't pay twice for shipping, and at check out, add a note to tell us to merge with your prior order. Add a note in your Cart Page under "Special Instructions", to tell us which order to add this to.
Can I make changes to an order?
Yes, if your order has NOT as yet been marked as Fulfilled, (and a tracking number provided, that shows its now been picked up, and is with courier), ..call the store on 04 2988882.
Where's my order?
Many things may delay an order being shipped out. The most usual cause is the wrong shipping charge being selected by the customer on check out. On these instances we will email out an amended invoice to collect the due amount, and text out an advisory. The problem with emails is they often go into junk or spam folders and the recipient is oblivious they have been sent an email. This is why we follow up with an text, so PLEASE make sure you add your cell number to your contact details on the order.
Orders can also be delayed if we had to order something in to complete the order, whether this was a pre-order item , or that when we went to pick the stock for the order, we had none left. In these cases we will typically email you again to let you know what happening.
So, if your order seems to be delayed - check your email including junk and spam folders. If nothing there, drop us a line and well let you know what's going on.
My Discount code doesn't appear to be working?
This can be a a problem if you have logged in to the website, using a different email to the first time you entered... eg a domestic email address and a work email address. The Shopify platform creates customer identities based on email entered... so if you have entered a second email, then you will have created another account. There is not a facility within Shopify to merge such accounts. Vouchers issued are specific to the account used that generated them from a purchase... so you will need to use the same email again to redeem them online. So if your discount code is not working its worth trying your 'other' email log in.
Please note for a discount code to work it must be redeemed against an order that exceeds their value, and does not include the shipping cost. For example: you can't use a $10 voucher to pay for a $5 sale. Nor can you use a $10 voucher against a sale of $11 where the shipping value of that amount is $3. Hope that makes sense!
If you are still having difficulties with a voucher, drop us a line.
Can I use multiple discount codes at once?
Sadly NO... if you have multiple discounts codes still to use or a prezzy card plus discount codes to use... then best thing to do is, place one order per voucher code to use, pay shipping as required on first order, (enough to cover all orders), and select pick up from store on subsequent order(s) so you don't pay shipping again, and on the subsequent order, add a note in the shopping cart view under "special instructions" , to "add this order to order XXXX" , where XXXX is the first order number.
Do we deliver Internationally?
At this time, we primarily ship to New Zealand, via normal website purchases.
We will also ship to International addresses, but would not be able to ship
hazardous goods such as Aerosol spray paints and varnishes.
International customers please contact us at; firstname.lastname@example.org with
their order requirements and we will provide a shipping quote.
International customers can pay via Paypal, or direct bank transfer, or Credit-card over the phone.
Can you Ship Dangerous Goods?
Yes we have an arrangement with Castle Parcels to ship Dangerous Goods including
Aerosol Spray Paints and Varnishes, but only to NZ based addresses, including Rural Address.
Can you Price Match?
Yes, we will endeavour to match any NZ based suppliers delivered price for a new item.
Just drop us a line with a request, and what price you've seen and where (or give us a link) and we'll see what we can do for you.
Any prices matched this way, cannot also qualify for our Loyalty scheme points too!
Do you offer AFTERPAY in store?
The shop tills are not configured for Afterpay. However, if you place your order online and select pick up from store, that will work for you. If you wish to browse in store first, then do so and once you have made your selection, then do a online order via your phone, again selecting pick up from store. Once the order comes through online to us, we'll process at the till for our stock control and loyalty points, and then you're good to go.
What Courier firm do you use, and what other Courier options are there?
To try and stay competitive on delivered price domestically, we use an 'economy' service offered to us by Castle Parcels.
Castle Parcels are a division of Post Haste. If you do not appear to have a local branch of Castle Parcels, (Castle Parcels have depots in Auckland, Wellington & Christchurch) you should be able to check in with your local Post Haste depot, if there are any issues with parcel delivery / pick up from depot, at your end.
One advantage we have with this service is that there is no additional cost for shipping Dangerous Goods items, typically for us being Aerosol spray cans.
We will not match prices reduced to auction levels on auction websites.
When we ship a parcel to you we will give you a tracking number for Castle Parcels track and trace website service. This number will typically be in two parts, with the island and weight selector first; N3, N10W, S3, S10W... followed by the ticket number
For example; N3 12345678
On the Castle Parcel's track and trace website, put the first part , in this example "n3", in the yellow box for product ticket code, and the remaining part of number, in this example "12345678" in the red box for product ticket number. Then mouse click on 'track my item', to find the tracking details of your item.
At busy times, like public holidays, especially over Christmas and Easter, please be aware there is likely to be a delay to delivery times, compared to normal services times, simply due to the proportionally more items the couriers have to deal with at these busy times of year.
Whilst Castle Parcels are a budget parcel delivery company, you can in some respects 'get what you pay for'. Delays in delivery with this firm have been reported to us, but parcels do get through. Also Please note castle Parcels do not deliver on Saturdays.
We can also offer you a more rapid service via Courier Post. This is a targeted 'Overnight' Service , but that is not a guarantee. Its also does not include Saturday delivery, unless you specifically select the Saturday option. The service level is broken down into 5 zones, determined by distance from us in an ever widening circle radius:
Zone 1 Local: Kapiti Coast : Paraparaumu to Otaki (overnight 1 business day)
Zone 2 Local Towns : The Lower North Island up to Bulls / Feilding / Palmerston North (overnight 1 business day)
Zone 3 One Sector: Wanganui / Marton / Hunterville / Dannevirke (overnight 1 business day)
Zone 4 Two Sectors: The Upper North Island down to Waverley / Mangaweka / Waipukurau (overnight 1 business day)
Zone 5 Island to Island: The South Island (overnight 1 business day)
Zone 5E Island to island Economy Courier Service (overnight 1-3 business days)
There are options for Rural Delivery too taking 1-3 business days, and also the option of Saturday Delivery.
At any time please drop us a line and we will happily check with couriers to see what is happening with your delivery, and report back to you once we know more.
The Courier has lost, wrongly delivered or damaged my parcel, what should I do?
Thankfully this happens very rarely. If this happens to you, please lodge a claim directly with the responsible courier firm. We use two couriers: Castle Parcels and Courierpost/NZPost. From the tracking info we provide for your parcels delivery, this will link you to the courier website where you will be able to begin the claim procedure. Sadly these things do take a long time to resolve, and we do not have the time and resources to complete these actions. A claim can always be made by either the sender or the recipient, so we request you carry out these claims yourselves. We will happily provide copies of invoices or receipts as required for you to complete your claim. Thank you for your understanding.