Ordering Online
Do I need an account to place an order?
No - anyone can place orders online. Accounts can be created easily and it's free and gives you order management tools.
How do I place an order online?
Ordering online is easy. Simply find the products you wish to buy, and add them to your order using the 'Add to cart' button. Once you've added all the products you want to your order, head over to the cart page. There you can review your order and when you're ready, click on the 'Checkout' button to place the order.
Do you price match?
We do. Please email us details of the competitor's pricing at shop@discountoffice.co.nz.
Can I cancel my order?
You can cancel your order by emailing us at shop@discountoffice.co.nz. Once an order has been processed and prepared for dispatch, they are unable to be cancelled. If this happens, you can contact us for a return authority and have the item returned to us.
How do I track my order?
Look out for an email notification when your order is dispatched. The tracking number will either be in the email notification or available later on your My Orders page.
My order hasn't arrived, what do I do?
Please check the My Orders page under your account. If you don't have an account with us, you can sign up using the same email you used on the order and see all your past orders.
Where do the products ship from?
All products are available in NZ. Products ship from warehouses across the country.
Delivery
Do you offer free delivery?
Delivery is free when the value of your order is over $30 GST inclusive. This includes anywhere in NZ, including rural addresses.
How long will it take for my order to arrive?
In most instances, orders are processed on the same or next day. Once dispatched, orders should arrive within 1-2 business days to main city centres. Larger products dispatched via freight trucks may take longer to arrive.
I've only received part of my order, where is the rest of my order?
Deliveries can be split for many reasons. Delivering in multiple shipments allows us to send products directly to you as quickly as possible. Please review My Orders page for more details on the remainder of your order.
I need a product ASAP, do you offer express delivery?
Depending on the product and your location, we can offer express delivery. The cost of express delivery varies. Please contact us at shop@discountoffice.co.nz with your location and the products you need.
Do you ship to PO Boxes?
Yes, depending on the size of the package.
How is my order delivered?
We deliver using various courier companies. For small items, we may use Courier Post, NZ Couriers and others. Larger bulk deliveries are delivered via Mainfreight among others.
I have received a delivery notification but no tracking number, how do I track my order?
Please check your My Orders page for order updates.
Do you ship internationally?
No, we only deliver within New Zealand at this moment. We can deliver to your designated freight forwarder in NZ.
Do you deliver to my area?
We deliver across all of NZ.
Pick up
Can I pick up my order?
Products that indicate that a pick up option is available can be collected. Orders that are eligible for pick up, will have a 'Click & Collect' delivery option at checkout.
Where is the pick up location?
That depends on the product. We have a location in Sandringham, Auckland where some orders can be picked up from. Other orders may be picked up directly from other warehouses across Auckland.
How soon after placing an order can I pick up?
Please allow 1-3 hours for your order to be prepared.
What do I need to bring to pick up my order?
Please bring your order number, any other order references provided to you, as well as your ID.
Returns
What is your return policy?
Defective products can be returned for a refund or a replacement. Change of mind returns are processed on a case by case basis depending on the product.
How do I make a return or exchange?
Please contact us with your order number and the product you'd like returned.
What kind of warranty do you offer?
All products are covered by standard manufacturer warranty. For any warranty claims, please contact us in the first instance.
Is there a fee for returning my order?
There usually isn't but some change of mind returns may require a restocking fee or you may need to pay for the return delivery costs.
When will my refund be processed?
We will process a refund as soon as we've received the product back. The product will be inspected by our team to be in good condition before we can process a refund.
Payments
What forms of payment do you accept?
We accept various forms of payment including Visa, Master Card, bank transfer, Apple Pay, Google Pay, POLI, AfterPay, and Zip. We also offer credit terms to approved businesses on Business Pass.
Is my payment information secure?
Our platform and payment gateway are PCI compliant. PCI compliance requires strict handling and securing of credit card information. Credit card numbers are hidden away from us with the exception of the last 4 digits. Additionally, your credit card information is encrypted between your computer and our platform so is always hidden from prying eyes.
Will I be charged right away when I place an order?
When you place an order, we place an authorisation on your credit card. This holds the value of the order. We only charge your credit card when we're preparing to ship your order.
I think I have been charged twice, what do I do?
Our platform does not allow for charging your credit card multiple times. The maximum value we are able to charge on your card is the value of the order you placed.
When will I receive my invoice?
Invoices are automatically emailed once your order has been dispatched. You can also view all your invoices including downloading PDFs on the My Orders page.
Can I see my past invoices and payments?
Please sign in to your account where all invoices are available to view and download as PDFs.
Business Pass
What is Business Pass?
Business Pass is our new exclusive business account tailored to businesses and other organisations. With a Business Pass, you get exclusive discounts, the ability to have multiple users, an optional credit account and much more.
What benefits do I get as a Business Pass member?
Among other benefits, you get further discounts, multi-user accounts, optional credit and more.
How can I join Business Pass?
You can request a Business Pass account by completing the sign up form found here.
Why haven't I received a response to my Business Password application?
We usually respond within 2 business days. If you haven't heard from us past 2 business days, please reach out to our team.
I have a business account with you, how can I get upgraded to Business Pass?
You will automatically be upgraded to Business Pass as soon as we're ready to upgrade you. If you'd like to upgrade your account now, please contact us at office@discountoffice.co.nz
Can I have more than one user on my Business Pass?
You can have up to 10 users on your account. Each user can be associated with one or more shipping locations. To add more users, please contact us at office@discountoffice.co.nz.
Accounts
How do I sign up for an account?
Anyone can create an account using the register page. If you'd like to sign up for a business account, register for Business Pass.
What benefits does an account give me?
Having an account makes ordering easier, allows you to manage your orders, review order status and much more. Our Business Pass accounts have further benefits for businesses.
I can't sign in to my account, can you help reset my password?
If you've already tried to reset your password and you see an error, it may be because you don't have an account with us. Use the register page to create an account. If you continue to have issues, contact us for help.
How do you keep my account secure?
We use industry standard encryption between your browser and our service. Your information is stored securely in Shopify, our cloud hosted system. Credit card numbers are stored with Stripe, our payment gateway. Stripe and Shopify are both PCI compliant. PCI compliance requires meeting strict security requirements in credit card handling.
I placed an order online as a guest. Can I still see these orders on my orders page?
Yes, you can. If you don't have an account with us, simply create an account with the same email you used to place the order. All your previous orders placed with this email address (even as a guest) will show up.
About Us
Where are you located?
We are physically located in Sandringham, Auckland. However, we don't have a walk-in retail outlet. We ship from here or from other warehouses across NZ.
Do you offer any discounts?
While our regular prices are already discounted from MSRP prices, we offer bulk discounts as well special pricing for Business Pass holders. If you're placing a large order, please reach out to us at shop@discountoffice.co.nz and we may be able to offer a further discount.
How can I contact you if I have more questions?
You can reach us at shop@discountoffice.co.nz.
But signing up gives you exclusive benefits.