FAQ

A. Shopping

Note: Any online order placed is marked as pending until confirmed. In the event an item is out of stock you may cancel all or part of the order without penalty.

1. Does the price include New Zealand GST?

No. Prices are all shown as excluding GST. Upon checkout GST is automatically added to all orders being delivered within New Zealand.

2. Do I have to create an account before I can make a purchase?

Yes, you have to create an account and you can check your order status afterward.

3. Do you provide Tax Invoices for GST purposes?

Yes we do. A GST Invoice is sent to the billing address for all deliveries within New Zealand.

B. Payment

1. How do I pay?

We accept payment from Credit Card, Direct Deposit , Cheque or EFTPOS. Payment by any type of bank transfer will not be considered payment until the payment has been fully cleared. EFTPOS or cash payments can be made when goods are collected from our factory.

Customers who have a current account can order directly online after registering.

2. What credit cards do you accept?

We accept Visa, Master Card, American Express, Diners.

3. How safe is credit card ordering?

Your ordering and personal information is protected during transmission with 256-bit Secure Sockets Layer (SSL), which encrypts all information that you input so it can't be read in transit. You can view the SSL Certificate on the bottom right. Further, we do not store credit card numbers in the database, encrypted or otherwise. Although this means card details need to be entered for each new purchase, the customer is assured that in the unlikely event of our database being compromised, credit card details are safe.

For customers who prefer to either fax or telephone their card details we provide this option by way of a printable form which allows you to complete the order without supplying credit card information. You can then use this form to contact us by fax/ tel: 0800 888 333, or fax: (09) 968 8890, tel: (09) 968 8888.

4. For Direct Deposit, what is your bank account information?

Our bank details are:

Permathene Limited
01-0244-0008244-000
ANZ, Auckland

In the payee field, please use order number (this will be provided in the email confirmation) as the reference.

5. Where do I send the cheque to?

Permathene Limited
PO Box 71015, Auckland 1230, New Zealand.

6. Can I come in and pick up the goods and pay by EFTPOS or Cash?

Yes, you can pay by EFTPOS or by cash when you collect in person.

Our business hours are 8:00AM - 5:00PM Monday to Friday.

7. Where do I go to pick up my order.

Once you receive your confirmation email, your order will be reserved in your name and available for immediate collection.

You can pick up your order from Permathene Ltd 404 Rosebank Road, Avondale, Auckland.

For your protection, only you or an authorised user of the credit card used to make the purchase may pick up your order. You must bring the credit card used for the purchase, photo ID, and a copy of the confirmation email you received.

Our customer service representative will have you sign for your goods.

C. Delivery

1. How much is the freight?

We offer free delivery for orders over $1500 (excl GST) all over New Zealand. When you select the products you want you can click the Estimate Freight button which will calculate your freight. You can also arrange your own freight by selecting the Store Pickup option at checkout.

If you decide to order product as it becomes available you will be charged on a per shipment basis for each consignment.

2. How is freight calculated?

Road freight within New Zealand is calculated by volumetric weight (Length x Width x Height in millimeters x 333 = Volumetric Weight in kilograms).

2. How long does delivery take?

Providing the item is in stock despatch will take place the following day. Most shipping is by road transport, despatched from Auckland. Once despatched freight can take approximately 2 days within the North Island and 5 days for the South Island.

D. Returns

1. Return of Goods

a) Goods returned for exchange due to our error would be accepted freight forward using the original carrier.
b) At our discretion, we may accept returns in other circumstances provided they are unopened, unmarked and returned freight paid. If we elect to do so, we will refund an amount equal to the invoice value of the Goods returned less charged freight and a restocking charge of an amount equal to 10% of that value. In the case of shipments which were dispatched freight free (over $500), the actual freight charge will be deducted from refund or exchange.

2. Damaged Goods, Lost in Transit
a) We will not consider any claim for damaged Goods or for short or incorrect delivery unless we are notified in writing within 7 days of receipt of Goods or within 14 days of despatch date in case of non delivery.
b) Goods damaged by freight must be identified as such on the cartage note prior to accepting delivery.