FAQs

I purchased an item but now wish to cancel what do I do?

(1) Please contact us immediately and if your order has not yet shipped we will cancel it for you and provide a refund if already paid.
(2) If your item has already shipped then within 14 days of purchase Zdirect may accept, at our discretion, a return of incorrect (including change of mind) goods ordered by a customer providing the goods are in resalable as new condition, in other words, providing; the goods have not been used, any sealed packaging has not been opened, all packaging is as new.
A return authorisation is required and (i) shipping is not usually refundable and (ii) a restocking fee of up to 20% may apply however this fee will usually be waived providing the correct goods, or other goods, are ordered and paid for. (EXCEPTION. Sorry but there are no refunds on personal hygiene and grooming products for health reasons, AND games, DVDs and software for copyright reasons).

What are the shipping charges for returning an order?

Where you have chosen to return an item/s shipping is your responsibility and at your cost. Where we have facilitated return shipping on your behalf we will charge you to reimburse our shipping costs. In the unlikely event an item is being returned to us because of a fault or deficiency we usually cover the cost of shipping for return and replacement.

How do I return an item?

If you need to return an item, please read this page carefully to ensure your return is handled correctly, and then contact customer service for a return authorisation number.
The vast majority of orders are delivered without a hitch, but understandably from time-to-time things go wrong and you may need to arrange a return.
The item I received is not the item I ordered.
Provided the item is unopened and in new condition, we’ll replace the item or provide a full refund. To receive your replacement or refund you must return the original item to us. You will be provided with a no-cost return-addressed courier satchel (or similar). We process your refund or replacement within 2–3 days of receiving your item.
The item I ordered arrived faulty or didn’t work as intended.
Please contact us. Often some after sales service and technical support may resolve an issue. In the unlikely event the product is defective or faulty please arrange with us to return the item for testing. If we confirm that the item was faulty before leaving our warehouse, or was faulty out of the box, your item will be repaired or replaced by us. A refund may also be offered in some circumstances.

The item I ordered was received damaged what do I do?

In the unlikely event an item was damaged in transit please contact us without delay. We arrange for the items return and once the damage has been verified your return will be processed promptly for replacement.

How long will it take to get a refund?

It may take 2-5 business days for your return to reach the Zdirect centre. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take an additional 2 – 10 business days after your credit is applied for it to post to your account.

How are orders shipped within New Zealand?

Orders are usually processed and shipped out within 2 business days. New Zealand orders are usually sent via overnight courier.

How are orders shipped to Australia, the South Pacific and elsewhere?

Deliveries to Australia, the South Pacific, and elsewhere, are usually sent via Airmail and less frequently courier.

When will I receive my order?

New Zealand generally orders should be received within 3 business days, sometimes faster.
For example with New Zealand shipping addresses if you order on Monday your item will be shipped Tuesday with delivery Wednesday. Sometimes it may take and extra day for delivery to residential or Rural addresses.
For Australia and the South Pacific the targeted delivery times vary between 4 to 10 business days.

How can I track my order?

Please email us if you would like to track your order and if available your tracking link will be provided.

What can cause my order to be delayed?

1. If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.
2. Industrial action including strikes, bad weather or a mismatch between Credit Card information and shipping address may all cause delays.

My order hasn’t arrived

If you have any concerns about the progress, status or delivery your order please contact us without delay. We will investigate immediately. Our delivery service providers require prompt notice of any non delivery claim otherwise they may be declined.

What types of payment do you accept?

We currently accept MasterCard, Visa, and Bank Transfers. Prices include New Zealand GST where applicable. For Australia and destinations in the South Pacific, New Zealand GST is not applicable however what would otherwise be the New Zealand GST component may be used by us towards our shipping costs to international destinations.

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

Yes our payment page and Credit Card processing uses strong industry standards and is highly secure and encrypted for your safety.

When placing an order I get an error message or authorisation failure. What went wrong and what do I do?

Please double check the Credit Card number, CCV, and expiration date on your card. Also please be aware that at the present time Zdirect accepts MasterCard and Visa only or alternatively Bank Deposit or Transfer as forms of payment.

I tried to check out and the item in my shopping cart disappeared, what happened?

We are sorry that you were not able to complete your order. The selection on Zdirect.nz is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.

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

Send us an online enquiry or email because while our online store may show out of stock we may have a limited supply of the item in our warehouse or be able to tell you when it will be available.

What are cookies?

A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer’s hard drive. If your browser’s preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.

You need to enable cookies on your browser to enjoy all the shopping features on Zdirect.nz. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on “Logout” link at the top of the page.

Do you have a catalogue?

No. Currently we have a virtual catalogue on our online store. In order to ensure our customers have access to the latest products, options, and prices our website is the most up-to-date source of information. We do not publish a catalogue.

Who is Zdirect?

Zdirect is the online trading name for Water Filters Direct North Shore Limited. Zdirect identifies with our New Zealand heritage and our move towards a wider product range. We are a family business, operating since 2012, and pride ourselves in fast friendly service and after sales support.

Why should we buy from you?

With Zdirect you get Fast friendly service and after sales support. You can rest easy knowing your customer care is in great hands. Join our large number of satisfied customers. Testimonials are on our site and can be viewed here: You can see our testimonials on TradeMe here: www.trademe.co.nz

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