Shipping and Returns
Collect from Store
You can collect all purchases directly from our Starboard Distributor Warehouse at 2/23 Hannigan Drive, St Johns, Auckland 1072. Opening hours by appointment.Ph 021 926 698 to arrange a time.
Free paddle sizing when you collect in store.
Shipping
Shipping is FREE on all purchases over $1000
Hard Boards
To ensure your board arrives in perfect condition we send all hard boards to your nearest regional Freight Depot. This avoids double handling and significantly reduces the risk of damage.
View list of freight depot locations here
If you would like to collect your board from a specific freight depot please advise us by special instruction note during checkout.
We will notify you when the board arrives at the freight depot so you can drive in and pick up your board, ready to head out on the water.
Inflatable Boards
We offer door-to-door delivery on Inflatable Boards.
Foils
Door-to-door delivery on Foils when purchased separately from a board. Foils purchased together with a board will be delivered to freight depot with other purchased items.
Paddles
Door-to-door delivery on Paddles when purchased separately from a board. All paddles purchased together with a hard board will be delivered together with all other purchased items to freight depot. All paddles purchased together with an inflatable board will be delivered to your door.
Free paddle sizing when you collect in store.
Special instructions for Door to Door Delivery
Our courier requires a signature on delivery. Please note any special delivery instructions at checkout.
NZ Delivery Providers
Delivery is through a national courier or freight company and is usually achieved within 2-3 business days for North Island and up to 5-6 days for South Island.
Purchases including Hard Boards or Paddles over 2 metres
We use Strait NZ Freight for hard boards and fixed length paddles over 2 metres.
Inflatable Boards
We use Toll Parcels for Inflatables
Other Items
We use New Zealand Couriers for paddles under 2 metres and accessories.
International customers
Please email jeremy@starboard.co.nz for freighting quote. SUPSNZ.COM LTD will not accept any liability or make compensation payments for loss, damage, delayed delivery or parcels halted by customs and subject to inspection fees. We urge you to check your country's legislation for any items prohibited by any law, regulation or statute of any country or state to, or through which the items may be shipped.
Damaged goods on arrival
We make sure that all goods are carefully packed. Should the goods be damaged upon delivery, then please contact us immediately so that we may follow up with the courier. We shall not be liable for failure to deliver on a timely basis due to causes beyond our control.
If SUPSNZ.COM LTD makes a mistake in addressing then we’ll cover any costs for re-delivery, replacement or refunding of the product. If the Customer is found to have given an incorrect or insufficient address, then SUPSNZ.COM LTD will not refund or resend the product and all responsibility for correcting delivery will be borne by the customer.
Returns Guarantee
You can buy online with confidence through SUPSNZ.COM. We offer our Customers a 14-day Returns Guarantee from the date of purchase. If for any reason you are not happy with your purchase then please follow this procedure and we shall organise your prompt replacement, refund or credit:
- Contact us to let us know that you would like to return an item and arrange your Returns Option. Returns options include exchange, refund or credit. Call (021) 926 698 or email jeremy@starboard.co.nz
- Repack the item very well. It is our policy that only items that are in saleable condition will be accepted under our Returns Guarantee.
- You need to send back your packing slip as proof of purchase. Please ensure that the name, address, email address and phone number of the customer are recorded on slip. Take a copy for your records.
Return the package using your choice of courier to:
SUPSNZ.COM LTD
2/23 Hannigan Drive
St Johns
Auckland 1072
New Zealand
Please note that shipping costs will not be refunded.
As mentioned, the items must be in re-saleable condition for them to be accepted under our Returns Guarantee.
In accordance with the Consumer Guarantees Act 1993 any goods that are faulty or not of good quality, the customer has the right to a repair, replacement or refund.
Returns Options
The options available to our customers when they return a product are:
Exchange – If you find that a product that you’ve received is unsatisfactory then we will gladly exchange it for another item of the same purchased value. Proof of purchase is required but may be waived if we believe that we have sold the product.
Refund – Our 14-day Returns Guarantee refund on purchase means you can buy online with confidence. Refunds will be paid out in the same tender that was received. In order to receive a refund you must have a proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at jeremy@starboard.co.nz.
Sale items
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
Returns under Consumer Guarantees Act
To return faulty or damaged product, you should first contact us at jeremy@starboard.co.nz, ph +64 21 926 698.
- Immediate notification is required for loss or damage
- All damage should be noted at the time of delivery by noting damage on the consignment note
Product can be sent to:
SUPSNZ.COM LTD
2/23 Hannigan Drive
St Johns
Auckland 1072
New Zealand
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are returning an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Starboard 12-Month Warranty
All Starboard and Go Foil products are covered by a Twelve (12) Month Warranty from date of purchase. This warranty applies to the original owner for purchases made directly from SUPSNZ.COM Ltd and is non-transferable.