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How to Buy

There are many ways buy your kayak or accesories ( including the option to buy a kayak online ), to determine your shipping total and submit a payment for your purchase. This page contains all the answers to the most frequently asked customer service questions - if you have a question that isn't answered here, please contact us so we may answer it and add it to this page for others in the future. Sections below include: How to place an order, How to determine shipping costs, How to make a payment, Other common questions (Returns, Warranties, Payment times and more)

How to place an order:

1. Buy Online: go to the page for the kayak or product you want to buy, select any relevant options ( colour, size, material etc ) and add it to your shopping cart. When you have added all the products you want you can either checkout or give us a call to process your payment
2. Phone us at 03-372-3353 and have a shipping address and credit card handy - this is the easiest way to order if you have any questions or are unsure which products best suit your needs.
3. Fax us at 03-372-3354 with a completed order form with your requested products, shipping address and credit card information or notification of pending direct credit.
4. Email with your product selection, shipping address and notification of direct credit.
5. NZ Post: Print off an order form and post it to the address on the bottom of every page. This is the easiest way to order if you are planning on paying by cheque.

How to determine shipping:

Small item

Small items (shipped via Fastway), such as most accessories, are calculated in terms of shoe boxes: Multiply the number of shoe boxes you would need to house your entire order by 9.50. This is the amount of your shipping. For example: if you purchase ten DVDs at the same time, these could all fit together in one shoe box - your total shipping cost for this order is $9.50. If you order a dry top, a thermal shirt, a pair of booties and two helmets this would fit in two shoe boxes - your shipping total is $19.00. Trolleys and bulky items require their own "shoe box". Paddles are charged at $14 anywhere in NZ - see the kayak section if you are also purchasing a kayak. If your order is made of only paper-flat items (replacement latex gaskets, gift certificates, but not books or DVDs) that can fit inside a flat post envelope, then we'll send them via NZ Post - please add $2.00 for shipping.

Plastic kayak

Plastic kayaks are shipped via Mainfrieght. If you live directly on a main shipping route from Dunedin to Auckland, then your shipping total is $85 for your kayak and all the gear we can fit inside your kayak (usually paddle, spraydeck and an accessory or two). If you live in a main population centre but are not on the main shipping route (eg. Rotorua, Invercargill), then your shipping total is $120. If you live in any other area of the nation so far not listed, your total is $210. If you are unsure as to which designation fits your location, send us your address and we'll ask MainFrieght and get back to you.

Composite kayak

Composite kayaks require special care in shipping and have to be hung on the top of what is normally a very long truck to accommodate multisport and touring sea kayaks (Mana Transport is the only company we trust with this task). Luckily, the shipping costs are very simple to calculate for these kayaks: North Island addresses are $250, South Island addresses are $200. Light gear may be shipped with the kayak - paddle, spraydeck, buoyancy bags, clothing, etc. Heavy items will have to be shipped separately - see "small items" section to help calculate the total for that portion of your order if this applies to you.

International shipping

Austalian shipping costs, where possible, have been entered onto the site for easy purchasing.  Customers from other countries may select pick up from store to remove all shipping costs and then request a shipping quote in the comments section.  We will provide you with a quote for the items you have selected to the address you have provided for you accept or decline as you wish. If you have any other special instructions, please note them in the comments field on the checkout form. Please note: All of the prices listed on this website are in New Zealand Dollars, include NZ GST and that shipping prices shown only apply to New Zealand or Australia.

How to make a payment:

We make payment as easy as possible for our customers with many different options available to suit your individual needs.

Mail-order payments:

• Credit Card - include your full number, expiry date and name as printed on the card. If the billing address on the card is different from the shipping address, please include both the billing and shipping addresses. We accept Visa, Mastercard and American Express.
• Direct Credit - Deposit the money directly into our account through online banking or by visiting a BNZ near you. Please include your name as a reference so we know who sent the money and may link it to your order. Our account number is: 02-0816-0186979-02
• Cheque - Make cheques out to PaddlerZone Ltd and mail them to the address on the bottom of every page of our website. Include a completed order form to assure your total is correct and we have all your contact and shipping information.
• Purchase orders - schools, government departments, and other organizations with an approved credit application at PaddlerZone may have goods shipped on receipt of a purchase order.
• International SWIFT payments - Deposit the money directly into our account at the Bank of New Zealand (BNZ) using SWIFT.  Please add NZ$25 to your total to cover banking fees.  Your bank may also charge you this same amount on your end.  Information your bank may request to make this payment are (please let us know if you need any additional information):
  • Contact: Dana Dopleach
  • Company: PaddlerZone Ltd
  • Company address: 2/7 Pilgrim Place, Christchurch New Zealand
  • Phone number 64-3-372-3353
  • Bank: Bank of New Zealand (BNZ)
  • Account number: 02-0816-0186979-02
  • Swift code: BKNZNZ22
  • Bank address: 418 Colombo Street, Sydenham, Christchurch, New Zealand

In-store payments

The options below are in addition to the mail-order payment options that are also available in the store

• Cash - This option is only available on our store premises, as it is not safe to send cash through the post.
• EFTPOS - this option is only available in our store, as EFTPOS cards require a pin number and a physical card.
• Hire Purchase - This option is only available in our store, as you will need to present two forms of ID - at least one photo ID, and proof of home contents insurance if not purchasing item insurance, and you will have to have a witnessed signature on the HP form. HP is accepted at the sole discretion of our HP agent - a process that normally takes less than ten minutes to complete.
• LayBy - We often accept layby purchases for periods of up to three months. Layby purchases normally require a 1/5 deposit and must be completed within three months to avoid a cancelling of the layby and the loss of an administration fee and possibly also a "loss of value" fee if applicable to your item(s) on layby. We reserve the right to determine what goods may be placed on layby. These items may change during different times of the year - please speak to one of our team to determine if this method will work for your needs.
• Gift Certificates - These may be purchased (usually given as gifts) or won at events. Bring the certificate into our location to claim the value shown. There is a twelve month limit on gift certificates (printed on the certificate at the time of issuance, so don't forget to use them within your year's time.

Common customer service questions and answers

Returns, Exchanges and Refunds

If the item you have purchased is an item that we normally stock (wasn't specially ordered specifically for you), then you may return the item as long as it is still "as new" and in its original packaging. The value you paid for the item will be returned to you or applied towards another item or held as a credit in our system at your request. If the item was specially ordered for you, you may not change your mind once it has arrived. If the goods are faulty we will be very happy to meet our obligations under the Consumer Guarantees Act. Refunds do not apply to the cost of shipping as long as the goods have been shipped - if the item was shipped, this is a service that was requested, supplied and cannot be returned.

When will my credit card payment be processed?

Credit card payments will be processed upon shipping for all but special order items. Special order items require a 1/3 deposit prior to our ordering the item. In these cases, a 1/3 deposit will be made when the order is placed, and the remainder of the payment will be made when the item is shipped. Custom products that are made to order are created on a pre-pay basis. A common example of such products are Saracen kayaks that are made to customers' specifications and are made in the order that requests and payments are received.

Warranties

Different manufacturers provide different lengths and procedures for warranty items - normally one year from original purchase date. If anything that you purchase through PaddlerZone is defective in workmanship or materials, please contact us immediately, so we may assess the fault and if determined to be a proper warranty claim, replace or repair the item at our discretion. Accidental damage, chlorine/bleach damage, and all other wear-and-tear is not covered by manufacturers' warranty, so please do not be disappointed if your warranty claim is turned down when the fault is caused by anything other than a manufacturing defect.  Warranties are an assurance of quality, not an insurance program.

Let us know how we are doing

If you have any suggestions, comments, questions, complaints or praise we want to hear from you. Please contact us through any of the means listed at the bottom of each page, or visit the contact & location page for more detailed information on how to visit our store in Christchurch.