Q: Can I track my order?
A: All orders will be dispatched once payment confirmation has been received. Orders will be shipped via courier services and be delivered between Monday to Friday 9am to 5pm excluding Public holidays (subject to their terms and conditions).
Q: How long will delivery take on my order?
A: Expected delivery for standard items is approximately five working days.
Q: Where will my order be shipped from?
A: Your order will be shipped from our warehouse in Auckland, New Zealand.
Q: Where do you ship?
A: We ship to all areas New Zealand-wide.
Q: How much does delivery cost?
A: Shipping is $11 for orders under $100, with free shipping on orders above $100. For Gilbert Rugby tackle equipment, please allow 2-3 weeks for delivery.
Q: Do you ship to PO Boxes?
A: Due to the size and nature of most of our products, we are unable to ship to PO Boxes. All parcels are sent via the terms and conditions of the carrier and may require a signature upon delivery. In the event that there is no one in attendance at the nominated delivery address, couriers may leave a parcel collection card or instruction for arranging redelivery.
Q: I have a discount code, where do I provide this?
A: Once you reach the checkout phase, you will have the ability to add your discount code in the box provided.
Q: What is your returns policy?
A: Should you need to return a product to us, please contact our sales team for a Return Authorisation Number (RA#). All returns must be sent within 14 days of original invoice date. Any returns other than defective goods must be returned in their original packaging, unopened, with no labels, stickers or writing on the product box. The return of goods considered to be defective is subject to testing by the manufacturer to determine credit or exchange of goods. No refunds or exchange is available on Special Buy In items unless they are deemed faulty by the manufacturer.
Q: How do I return my purchase?
A: To return an item, please contact our sales team (firstname.lastname@example.org) for a Return Authorisation Number (RA#).
Q: Can I exchange my purchase?
A: Any returns other than defective goods must be returned in their original packaging, unopened, with no labels, stickers or writing on the product box. The return of goods considered to be defective is subject to testing by the manufacturer to determine credit or exchange of goods. No refunds or exchange is available on Special Buy In items unless they are deemed faulty by the manufacturer.
Q: How long does it take to receive my refund?
A: Refunds will be processed within three to five working days.
Q: What forms of payment do you accept?
A: We offer Credit/Debit Card, Apple Pay, Google Pay and Shopify Pay payment methods. All payments options are securely processed via the respective third-parties: StraightsSell for credit and debit cards, Apple for Apple Pay payments, Google for Google Pay payments and Shopify for Shopify Pay payments. We accept Visa and MasterCard only.
Q: Will you be receiving more stock on sold out items?
A: Possibly. If you would like to find out more information, get in touch via the Contact Us page.
Q: I have a question about a product – how do I get in touch?
A: You can contact us via the form, email email@example.com or call 03 8541 9999.
Q: What is the difference between Size 5, Size 4, Size 3 and Size 2.5?
A: Ball sizes are used as a guide by the age of each player. A player aged between six and eight years will usually require a Size 2.5 ball, with players aged 9-10 using a Size 3 ball. A Size 4 ball is regularly used for players between ages 10 and 12, with the Size 5 ball being fully sized for all players over the age of 12.
Q: Do you have size charts for clothing?
A: Yes. Size charts are available on each clothing product page.
Q: Do you have size charts for protective gear?
A: Yes. Size charters are available on each protective gear product page.
Q: How much do I pump up my Gilbert?
A: The recommended PSI can be found on the ball, but is usually around 9-10 PSI. After 5-7 days of usage, they may require more pumping to top it up.
Q: Are you able to customise gear such as balls and clothing?
A: Yes. Our teamwear team is able to fully customise clothing. Balls are also able to be customised with embroided team club, sponsor or school logos.