If you “Buy Now” before 2:00PM, Monday to Friday, your order will typically be shipped on the same day, except on public holidays, using an overnight courier service. Please allow an additional day for shipping if you place an order over the weekend, as we do not operate on weekends.

All orders are shipped using a tracked courier service, and a tracking link will be automatically sent to you once your order is picked up by the courier. If you haven't received a tracking link and would like one, please contact us, and we will send it to you manually.

Q: Can I buy multiple different items from you with just one shipping payment? Yes! Our combined shipping option, available on almost all our listings, allows you to save on shipping when purchasing various different listings/items from us. If a listing does not have this option, it usually means we cannot offer the option for that item.

In order to be eligible for this option without causing dispatch or shipping delays, you must pay for shipping on the largest item in your cart (indicated by the shipping cost). Selecting the combined shipping option on multiple listings does not count. Please also ensure that the item for which shipping is being paid on is one of ours and not from another seller.

Once that’s done you are more than welcome to select our “Combine with another item you’ve paid shipping on” option on the rest of the items you would like that you would like shipped together.

Q: How many units can I buy for the one shipping cost? How many items can you fit into one bag? For all of our items that are listed as shipping per order you can freely purchase as many as you would like for just the one shipping fee and we’ll handle the rest :)

Q: Is this stock in New Zealand? Yes, all our stock is located in Auckland and ready to go to ensure super speedy shipping :)

Q: Can I pickup? Is pickup available? In short, yes pickup is available on most items. If it’s not enabled on the listing, please ask us a question in the Q&A section. Please refer to our “Pickups” section for full details on our procedure for pickups.

To ensure pickups are as efficient and streamlined as possible, please keep the following details in mind when selecting the pickup option on our listings. We will reach out via email, so please ensure you have access to the email linked to your Trade Me account. If you do not have access to the email, you will need to text us at 02-0409-29468 with your Trade Me purchase reference. We may also request additional proof of purchase if necessary.

Collecting a Paid Order Once the listing(s) have been paid for, the order will proceed through our collections process. Depending on when you place the order and our current workload, we will prepare your order and reach out within one business day.

We do our best to ensure the item(s) are ready as soon as you arrive, so please wait for the email before making your way over. If you arrive before we reach out, please be prepared to wait. Additionally, please ensure you have access to the pickup reference if you are picking up on behalf of someone else.

Paying On-Site It’s always faster for us to organize orders that have been paid for prior to collection; however, we can also manage EFTPOS payments on-site. Please note that we do not carry cash on-site.

If you’d like to pick up and pay during collection, you will need to reach out to us, and we will follow up with the necessary details. Please note that we will not prepare an item for collection if it has not been paid for, so be prepared to wait a few minutes. If we haven’t heard from you within three days regarding collection and your order remains unpaid, your order may be canceled at any time.

Overdue Collections We only have limited space to hold items for you, and to provide everyone with the same speedy collection service, we must make compromises. If an item is not collected in a timely manner, it will need to be returned to its shelf.

In short, you will have a generous eight weeks (2 months) to collect your purchase(s). After that, your order will be canceled. Please see below for more details.

Items will generally be picked and ready for collection for up to two weeks after we reach out with the collection details.

After two weeks, if not collected, the item(s) may be returned to their shelf but will still be available for collection for another six weeks. If you collect during this period, there will be a short wait while we re-pick the item for you.

If, after eight weeks, the item has still not been collected and we have not heard from you, your order will be automatically cancelled and relisted. At this point, you will need to provide us with your bank account details to refund, and a 20% charge on the purchase price will apply to cover the labour cost of picking and re-shelving your item(s).

At our discretion, if we have acknowledged that your order has been prepared for collection and you would like to cancel it, we may also charge a 20% re-shelving fee deducted from the purchase price of the item(s). If circumstances change and delivery is preferred, you are more than welcome to reach out to arrange payment for freight.

These timeframes are subject to change depending on volume, as we strive to offer a smooth collection process for everyone.

Warranty Conditions

• Warranty coverage applies only within New Zealand.
• EliteRetail may not offer warranty service for products that are taken out of the country, even if they are returned to New Zealand.
• Warranties are non-transferable and apply only to the original purchaser with valid proof of purchase.
• Warranty is void if the product has been tampered with, modified, or altered in any way without prior written authorization from EliteRetail.

Faulty or Damaged Items It is the responsibility of the buyer to inspect all goods upon delivery or receipt. Products should be checked immediately to ensure they are in acceptable condition.

If an item arrives damaged or faulty, you must notify EliteRetail by email within 72 hours of receiving the item. Your email must include:

• Your purchase reference number,
• Proof of purchase (if applicable),
• Clear photos of the damage or issue (if applicable).

EliteRetail reserves the right to decline courier-related claims that are submitted after this timeframe.

Returning Goods Under Warranty At EliteRetail, we do our due diligence to ensure all items are fit for purpose; however, in some cases, we also offer a warranty on the product. Please check in the listing’s description whether a certain item has a warranty and for how long. If this information is not noted in the description, feel free to ask a question to confirm.

EliteRetail will replace or repair faulty items where possible. Repairs will take priority so long that it is reasonable and will resolve the fault. Refunds will only be offered where the fault is deemed severe or cannot be reasonably resolved through repair or replacement.

• You must receive written confirmation from EliteRetail before returning any goods under warranty.
• Proof of purchase is required.
• All products must be returned with all original accessories and components.

Shipping Responsibility In the majority of cases, EliteRetail will organise the return freight at their expense. In such cases, you agree to reasonably assist in preparing the product for safe and secure transit, including proper packaging. If the item is confirmed to be faulty due to normal and reasonable use, EliteRetail will cover return shipping costs. In some cases, depending on the type of fault, you may be asked to arrange the return shipping yourself. In this case, EliteRetail will reimburse the cost if a warranty is applied. A valid shipping receipt must be provided for reimbursement to be processed. Reimbursement will only be against the shipping receipt and no other costs you incur.

If no fault is found, or if the fault has arisen due to misuse, incorrect application, unauthorized modification, or the item was not in the condition described by the buyer, the buyer will be responsible for all associated costs, including return shipping.

In such cases, EliteRetail reserves the right to refuse servicing the product.

If the product is deemed inherently faulty or the issue occurred under normal use, EliteRetail will cover the cost of returning the repaired or replacement item to the buyer.

Exclusions – What the Warranty Does Not Cover Warranty does not apply in the following cases:

• Wearable parts and components that require regular maintenance.
• Damage due to improper storage, misuse, or neglect, including failure to maintain or service the product as instructed.
• Damage caused by unauthorized repairs, tampering, or modification without prior written approval from EliteRetail.

Change of Mind & Expectations EliteRetail reserves the right to decline refunds or returns in the following situations:

• If you have changed your mind about a purchase.
• If the item is not what you expected, where the item has been accurately described.

We strongly encourage all customers to read product listings in full prior to purchase to ensure the product meets your needs and expectations.

Need more information on something we’ve listed? Feel free to ask us a question on the listing.

Want to follow up on an order you’ve already placed? Contact us through the email provided.

Alternatively, for any type of enquiry, feel free to send us a text on our text-only number at 02-0409-29468.

We may also use this number to send you urgent messages related to your order.

Christmas and New Years Operating Schedule

For orders to be shipped out this year, payments must clear by 10:00am, 20th December 2024.

For pickups, orders must be collected by 6:00pm, 20th December 2024. Otherwise, you will need to wait until we resume regular operations.

We will resume regular operations on the 20th of January 2025.

Merry Christmas and Happy New Year!