Shipping & Returns
We want you to be enjoying your new equipment as soon as possible and we aim to deliver quickly, however, some equipment such as customised gear can take a little while to produce. This can mean anywhere from same day delivery - to up to two weeks to manufacture, plus additional shipping time.
Shipping is free around New Zealand, and free Worldwide for orders of $100 or over. We use Pass the Parcel couriers in New Zealand. Pass the parcel generally takes 1-3 days and does not operate over weekends. Please provide a street address as the courier cannot deliver to PO Boxes.
For international orders we use NZ Post International Air. We love this service because it is cheap for us and for our customers, and generally reliable, however delivery windows can sometimes be longer than they quote on their site as 3-10 days. Delivery to Australia is supposed to be 3-6 days but can sometimes take 1-3 weeks. Delivery to Europe can sometimes take as long as a month as packages dance their way through layers of customs. The service is NOT tracked. We can open an investigation with NZ Post for parcels that have been in transit for over one month, however parcels usually arrive within this time.
PLEASE NOTE: If you need delivery fast and tracked (2-6 days), please choose the tracked International Courier option when you check out, but be aware this service is at additional cost. In particular if you have a tournament coming up soon you are ordering gear for we recommend you take the tracked option just to be safe.
For orders over $225NZD, we are now also providing free Tracked International shipping! We recommend you get together with friends and clubmates to take advantage of this.
DUTY, VAT, GST AND IMPORT TAXES
Please remember that the customs service in your country will almost certainly impose taxes or VAT on your purchase which you may have to pay to them when your order arrives in your country. The rules and charges in different countries are different so please check to make sure you know what these charges may be. For example, in New Zealand the customs service charges no GST (VAT) or import duties for goods up to a value of $400NZD, but for goods over that amount we have to pay GST (VAT) to the government when we order goods over the internet from overseas. Please don't be taken by surprise by this... all governments seem to be cracking down on online shopping and imported goods of all kinds and underwater hockey gear is unfortunately no exception.
Hydro will replace any sticks with manufacturing defects for up to 3 months after purchase. Please contact us if you believe your purchase to have a manufacturing defect along with photos of the area in question. We stand behind our products and will work to ensure you are happy with your purchase to the best of our ability. It is not our policy to have a similar replacement guarantee for gloves, given the nature of the materials involved and the nature of their use (take damage so your hand doesnt take damage!). For this reason please take note of the care and use recommendations for your glove on the website. However, if you believe you have an issue with your glove please get in touch with us and we will certainly look at things on a case-by-case basis... customer satisfaction is very important to us.
We want to ensure customer satisfaction, therefore our policy is to replace any faulty items as mentioned above. A refund may be arranged on a case by case basis at the discretion of Hydro Underwater Hockey Ltd. Please contact us direct with any queries regarding this.