Dispatch Times

• In-stock items: Usually dispatched the same day or the next working day.

Delivery Timeframes

• North Island: 1–2 working days
• South Island: 2–3 working days

*Rural addresses: Please allow an additional 1–2 working days

• Oversized and Bulk Items: May require an extra 2–4 working days

Mixed Orders: Orders containing both general and oversized items may be dispatched separately. This can result in multiple tracking numbers and varying delivery times.

Delivery Restrictions We are unable to deliver to:

• PO Boxes
• Parcel Pods
• Non-physical addresses
• Waiheke Island or other offshore islands

Peak Season Delays Please note that delivery times may be longer during peak seasons due to increased freight volumes.

Returns, Refunds & Warranty Policy

At Space General, we’re all about making your shopping experience a great one. If something’s not quite right, we’ll do our best to sort it quickly and fairly. We follow all requirements under the Consumer Guarantees Act and Fair Trading Act.

Warranties for Peace of Mind

Most of our products include a 1-year return-to-base warranty, unless otherwise stated. Some items may come with extended or limited warranties depending on the product.

If your item arrives damaged, faulty, or not working as expected:

• Get in touch with our friendly customer care team.
• Please keep your original packaging and invoice.
• We'll ask for a clear description of the issue and may request photos or a video.
• Our team will guide you through the return—either by dropping it off at one of our branches or arranging a courier pickup.
• Once received, we’ll inspect the item and respond within 2–3 working days
• We’ll work with you to organise a replacement, repair, or refund. In some cases, we may offer parts or a partial refund by mutual agreement.

Warranty claims over time:

• Contact our customer care team with your invoice and details of the issue.
• A description, plus photos or a video, may be requested to help with the assessment.
• We’ll offer the best resolution, which may be a repair or replacement depending on the fault.
• Items might need to be returned to a branch or sent to us via courier.
• Some products requiring technical support may take 5–10 working days.
• Where possible, we may provide parts to help resolve the issue or offer a partial refund.
• Once resolved, your item will be available for pickup or couriered back to you.

Change of Mind Returns:

• Contact us within 14 days of purchase and include your invoice.
• Products must be in mint condition, unopened and in their original packaging.
• Return shipping is at the buyer’s cost and risk.
• After inspection, if the product is suitable for resale, a credit note will be issued within 3 working days (excluding shipping).
• Unfortunately, we can’t accept change-of-mind returns on mattresses, toppers, or similar hygiene-sensitive products.
• Flat-pack furniture that’s been opened is also excluded from this clause.

General Terms:

• Please get in touch with our team before returning any item so we can guide you through the process.
• Items collected from our branches must be returned to the nearest branch
• Warranties apply to personal or household use only; commercial use is not covered under the CGA.
• Refunds will be processed via the same payment method used at the time of purchase.

Can I click and collect from your Auckland warehouse, or do you have a showroom?

Not at the moment – we don’t offer click & collect, and we currently don’t have a showroom open to the public. However, our team is actively working on solutions to improve your shopping experience, including the possibility of viewing or collecting in the future. Stay tuned!

How do I know if my order and payment have gone through?

Once you place your order, you'll get a confirmation email from us straight away. We'll also send another email as soon as your payment is processed, and you’ll hear from us again when your order has been shipped – so you’re always in the loop!

I didn’t get an order confirmation email – what should I do?

Check your spam or junk folder just in case it ended up there. If it’s not there, please get in touch with our team – we’re happy to help!

What payment methods do you accept?

You can pay using Ping, Visa, MasterCard, Afterpay, or via bank transfer.

Do you ship internationally?

Sorry, we currently ship only within New Zealand. All prices listed are in NZD.

How long will delivery take?

You can expect your order to arrive within 5 working days. For more details, check out our Shipping Info.

What if I change my mind after receiving the product?

No worries – you can return the item if:

• It’s unopened and unused
• Still in its original packaging
• In a resellable condition with all manuals and accessories
• Returned within 30 days of delivery
• You provide proof of purchase
• You cover the return shipping cost

Once we receive the item, our team will inspect it. If it meets all return conditions, we’ll issue you a store credit to use on another item. Just note that original shipping costs are non-refundable.

To start a return, email our aftersales team with your Trade Me order reference and a photo of the product’s current condition. Please don’t send anything back without getting the go-ahead first.

What if my item is damaged or faulty?

Oh no! If your product arrives damaged or faulty, please email our aftersales team as soon as you can. Our customer service team will guide you through the next steps – this may include a repair, replacement, or refund, depending on the situation.

Most items are covered by a 12-month warranty unless otherwise stated. If your item develops a fault later on, we’ll do our best to help – we’re committed to upholding your rights under the Consumer Guarantees Act and the Fair Trading Act.

Thanks for shopping with Space General! If you have any questions or concerns after your purchase, our friendly after-sales support team is here to help.

Feel free to reach out via email – we’re ready to assist you.

Customer Support Hours:

• Monday to Friday: 9:00am – 5:00pm
• Weekends & Public Holidays: Closed

We aim to reply to all enquiries within 24 hours. During peak periods (such as Easter and Christmas), please allow up to 2 working days.

To ensure a smooth response, please check your Junk or Spam folder and remember to include your Trade Me username or order reference.

We currently operate as an online-only store and don’t offer pick-up, due to warehouse capacity and safety reasons. If you have any questions, feel free to leave us a message under the product listing. Our team usually responds within 24 hours on business days.

At Space General, we stand by the quality of our products. That’s why we offer a minimum 12-month parts and labour warranty on all items. Some products even come with warranties of up to 12 years – just check the specific product listing for details.

If something goes wrong within the warranty period, we’ll repair or replace the item. Please note, this doesn’t cover damage from misuse, neglect, unauthorised repairs, or use outside of recommended guidelines.

Before returning any item, please get in touch with our team – warranty returns must be approved in advance. Once approved, we’ll guide you through the next steps. If a repair is needed, you may be asked to send the item to one of our service agents. We’ll take care of it and get your item back to you as soon as possible.