Customer Service | Tradewizz Plumbing Supplies Online

For the best customer service in online plumbing & trade supplies…

ORDERING AND PAYING

• How do I order online?
  The online ordering process is specifically designed to be very simple, painless and fast. Once you find a product and quantity you want, click ‘add to cart’. You will see your ‘shopping basket’ value in the top right corner of the screen increase. Once you’ve selected all the products you want, click ‘check-out’. This takes you to the ‘check-out’ screen.

• What happens at the check-out process?
  This is a quick two-step process. On the first screen you will see all the products you have ordered in a list format. You will be able to delete or add any products as you wish. You will also see the total value of your order, including GST and delivery (if charged). Once you’re happy, click ‘continue to checkout’, which will take you to a screen where we require your delivery, contact and payment details. Once those are filled in, one more click – ‘complete payment’ - and we’ll be preparing your order for delivery.

• Is online the only way to order?
  No it is not. You can order over the phone or send us a fax. However, as online is automated, this is the quickest method.

• How do I pay online?
  You have one of two payment methods to choose from:

1. Via credit card

2. Through EFT

• How do I know it’s safe to give my credit card details to you?
  We believe security is paramount. Payments are therefore made via a secure payment gateway eWAY – www.eWAY.co.nz – who are externally audited each year to ensure they are Tier 1 PCI DSS compliant, the highest level of compliance mandated by the major credit card schemes. Additionally, their hosting partner, Macquarie Telecom, operates a PCI DSS compliant data centre, which further adds to their (and our) commitment to security.

• Do I have to order a certain amount of products?
  No, there is no minimum level. However, to benefit from our FREE delivery nationwide, ensure your order at least touches the $150 mark!

• Can I cancel an order?
  As our systems are automated, the moment you ‘check-out’, our warehouse will begin preparing your order for dispatch. Cancelling of orders will therefore not be possible.

PRODUCT

• How do I find the product I want?
  There are two ways to find your product:

1. Browse through the product categories

2. Use the search function, typing in keywords. E.g. ‘regulator’

• What if I can’t find what I am looking for?
  Tradewizz lives by the “if you’re happy, we’re happy” policy, and therefore, if you can’t find what you’re looking for, we’re concerned. Call us/email us and let us know what you were looking for but didn’t find. Where possible, we’ll get it ASAP – notifying you if/when we will be stocking it.

• How are you able to offer your products at such low prices? They must be made/imported cheaply!
  Quality control is of utmost importance to us. We source all of our products from reputable local suppliers within New Zealand and Australia and ensure that all standards and regulations are met. We are able to offer you everyday low prices by not having fancy bathroom showrooms, thereby minimizing our costs, and passing the savings on to you.

• Back Orders
  If your item is not in stock, you will be notified before checking-out. You will be given the option to put the item/s on back order and continue to check-out, or to delete the item/s and check-out with the other products in your cart.

DELIVERY

• Where do you deliver to?
  All of New Zealand.

• How long will it take for my order to arrive?
  Our warehouse is located in Auckland. Orders to the North Island are delivered overnight. Orders to the South Island are delivered over two-nights. Please ensure you get your order to us before 12pm for us to keep this promise.

• What if I am not at home when the courier arrives?
  Service is our priority. We have set up an arrangement with our couriers that should you be out on the road and not there to take delivery, they will take your parcel to their nearest post office branch for you to collect when it suits you best. A calling card will be left at your address to notify you of the collection.

• Do I have to pay for delivery?
  We leave this decision to you. If you order $150+ (excl GST) then your delivery is FREE. If you order under $150 we will charge you a flat fee delivery of $15 and subsidize the rest.

• Will you deliver to the South Island? If so, how long will it take?
  As part of our nationwide ‘to your door’ delivery offer, you will indeed find us delivering to the South Island! Time for delivery is over two-nights. Again, please place your order before 12pm.

• Can I come and collect from a store somewhere?
  Yes, you can come and collect from our warehouse in Airport Oaks – Auckland. Please just select this option when you place your order.

• Being able to order over the weekend enables me to maximize the work I am able to do during ‘business hours’, but if I order on Saturday/Sunday, is delivery as quick as per ordering during the week?
  In terms of dispatch to delivery arrival time, yes it is as quick as in the week. Your order will leave with the first dispatch from our warehouse on Monday morning (unless it’s a long weekend), and so depending where you are based, you could have it as soon as Monday afternoon.

RETURNS/30-DAY MONEY BACK GUARANTEE

• I ordered something but realized I actually don’t need it for the job anymore – what can I do?
  Take advantage of our 30-day money back guarantee and send it back to us! Just please make sure you send it back in a condition good enough to sell to some-one else. i.e. well packaged in it’s original condition.

• I got sent a product I never ordered – what can I do?
  Accept our apology. And THEN take advantage of our 30-day money back guarantee and send it back to us!

• The product I received is faulty – what do I do?
  Let us know and send it back! We will endeavour to get a replacement to you within 5 working days, or otherwise stick to our 30-day money back guarantee promise – your choice!

• What if I received my order and not everything that I ordered is there?
  If we haven’t notified you prior to dispatching your order that some of your goods are on backorder, then you should contact us. If available, we will endeavour to get the outstanding products to you within 5 working days, at our expense.
  
  What process do I have to go through to return something?
  Please see our 'Terms & Conditions' - 'Returns Policy'.

GENERAL

• Do you guarantee your products?
  All guarantees are covered by our suppliers. Our guarantee is limited to your 100% satisfaction - low priced products delivered to your door, with a team on hand to take care of your service needs.

• I have an account with my regular plumbing merchant on which I get good credit terms. I would like to buy from you because of your better pricing – can I get a credit account with you?
  We currently do not offer credit accounts. This is part reason for us being able to offer you such competitive pricing. Have you considered the credit terms that credit card companies offer you? Many of them have interest-free credit for up to 55-days – better than any 30-day credit offering from a merchant! AND you receive reward points with most credit card suppliers!