Frequent Asked Questions
Have a common question? Hopefully we've answered it below
Shipping Information
We use the following freight companies:
- New Zealand Post (National & International)
- DHL (National & International)
- Castle Parcels (New Zealand only)
- Owens Transport (New Zealand only)
- PBT (New Zealand only)
The current estimate time of arrival is:
-
Castle Parcels, Owens Transport & PBT
- 1 - 3 Business Days
-
DHL
- 1 - 3 Business Days (New Zealand)
- 7 - 14 Business Days (International)
-
New Zealand Post
- 1 - 3 Business Days (New Zealand)
- International - see here:
- https://www.nzpost.co.nz/business/shipping-internationally/world-zones
All items and/or packages must be inspected for damages or tampering prior to signing or accepting delivery otherwise if accepted, we will not be able to make a claim on your behalf. All large items (bonnets, bumpers, etc) are sent at owners risk and no claims cannot be made.
If your item and/or package has arrived damaged or tampered with, take photos of the issues and deny accepting the freight. From there, please get in contact with us as soon as possible.
We can ship to all P O Boxes located within New Zealand excluding large items (bonnets, bumpers, etc). If you're unsure if an item can be shipped to you, don't hesitate to get in contact with us.
Of course! We can ship most items to over 170 countries. All large items (bonnets, bumpers, etc) however cannot be shipped internationally due to the economical costs involved.
If you're unsure if an item can be shipped to you, don't hesitate to get in contact with us.
All stocked items are shipped from our warehouse that is located in Christchurch, New Zealand. Currently there is no pick up option available.
Please get in contact with the freight company your order was sent on. Make sure you have your tracking number ready - both the freight company and tracking number can be found your "Completed" e-mail.
- New Zealand Post - 0800 501 501 (International: +64 9 977 0102)
- Castle Parcels - see branches
- DHL - see branches
- Owens Transport - see branches
- PBT - 09 250 0800
Currently we do not offer this service.
Orders & Payments
This can be fone in four easy steps!
- 1. Create an account (or log in if you already have one)
- 2. Add item(s) to your cart
- 3. Checkout and enter all required information
- 4. Select a shipping and payment method
- 2. Add item(s) to your cart
You have ordered an item that is currently not in-stock but available for order from our supplier(s). Depending on the item and where it is coming from, the average ETA is 3 to 5 weeks (or at worst, upwards of 6 months) for the item to arrive at our warehouse.
If you also had other items in your order, those will be held until your backordered item(s) arrive at our warehouse and they will be shipped together. If you require the in-stock item(s) as soon as possible, get in contact with us and we'll see what we can do - any additional freight costs will be required to be paid prior.
You sure can! See the Additional Notes section when placing your order on the checkout page.
We sure can! See the Additional Notes section when placing your order on the checkout page.
From time to time, prices can increase due to a multiple of factors - the major being an increase by the manufacturer or freight company. Unfortunately, we don't always get informed of this.
If this happens , we will contact you to inform you of the new pricing which we will require the difference in cost to be paid. However if you do not wish to continue with your order due to the increase in costs, we will happily cancel/refund the order.
We accept the following payment methods:
- Afterpay (New Zealand only)
- Bank Transfer (New Zealand only)
- Credit & Debit Card
Laybuy (New Zealand only)- Ministry of Social Development (New Zealand only)
- PayPal
- POLi Pay (New Zealand only)
- Bank Transfer (New Zealand only)
- 24 hours during normal business working days
- Debit Card, Credit Card & PayPal
- Instant
- Afterpay & Laybuy
- If approved, instant
- 24 hours during normal business working days
We can only accept split payments via Bank Transfer which is available to New Zealand customers only.
Our bank account details for New Zealand customers only is:
- Bank: Kiwibank
- Account Number: 38-9022-0023829-00
- Reference: Please use the order number or invoice number
Refunds and Returns
Unfortunately, we cannot offer returns, refunds or exchanges on items that are in used condition. We recommend you consult an experienced expert prior to purchase.
Unfortunately, we do not do refunds on incorrectly ordered items however we will exchange the incorrect item for the correctly required item. The item must be in its original undamaged packaging and in an unused and undamaged state.
The cost of return on the incorrect item and any further associated costs (including but not limited to differences in price) are required to be paid for by the purchaser. Prior approval of return is required and is accepted on a case-by-case basis.
- All procured and backordered items are not eligible for return, refund or exchange.
- Returns must be made within 14 day(s) of the invoice date.
- We recommend to send all items using a tracked courier service along with having adequate packaging. We cannot accept damaged or missing goods.
All incorrectly supplied items are eligible for a full refund, return or exchange where Automotive Warehouse are found at fault based on:
- Automotive Warehouse's confirmed purchase recommendation;
- Dispatch mispackaging
- Returns must be made within 14 day(s) of the invoice date.
- We recommend to send all items using a tracked courier service along with having adequate packaging. We cannot accept damaged or missing goods.
Your refund will be processed on your original payment method. Current processing times are:
- Bank Transfer (New Zealand Only)
- 24 hours during normal business working days
- Debit Card, Credit Card & PayPal
- 3 to 5 business working days
- Afterpay & Laybuy
- 10 business working days
- 24 hours during normal business working days
Visit our Contact Us page.
If your item has not been shipped and is not a procured and/or backordered item then we are happy to cancel and refund your order without question however if your item has been dispatched then we cannot do returns, refunds or exchanges on items where you have changed your mind.
In the event that a return, refund or exchange is agreed to and accepted by Automotive Warehouse then the cost of return on the no longer required item and any further associated costs (including but not limited to restocking fees) are required to be paid for by the purchaser. The current restocking fee rate is 20% of the invoiced item.
If any deposit(s) was paid for towards an item and the item is no longer required by the purchaser, all current payments made by the purchaser are forfeited to Automotive Warehouse to cover the costs for the protentional loss of sale(s) and administration.
- All procured and backordered items are not eligible for return, refund or exchange.
- Returns must be made within 14 day(s) of the invoice date.
- We recommend to send all items using a tracked courier service along with having adequate packaging. We cannot accept damaged or missing goods.
If the item is under warranty and the fault is to be found to be of manufacturing fault then we will glady replace the item. If the item is no longer available, then we will do our best to supply an alternative branded part of equal specifications however if no alternative is available, a full refund of the initial purchase price will be given.
NOTE: Some items are not stocked locally and may need to be ordered in from our supplier(s), so please expect delays.
- Returns must be made within the warranty period of the item.
- All returns are inspected prior to sending and/or ordering in a replacement item
- Automotive Warehouse, our supplier(s) and/or the manufacturer have the right to deny any warranty return, exchange or refund if the item is to not be found of manufacturing fault. Incorrect use and/or but not limited to, incorrect installation, is not considered a manufacturing fault.
- We recommend to send all items using a tracked courier service along with having adequate packaging. We cannot accept damaged or missing goods.
Product Information
'Genuine OEM' stands for "Genuine Original Equipment Manufacturer." This means the product is made by the same manufacturer that produced the original part for the vehicle or item and ensuring it is not an aftermarket alternative.
This can also be known as 'Genuine New' or 'Genuine OEM New'.
These refer to parts that are made by third-party manufacturers rather than the original equipment manufacturer (OEM).
- Generic Aftermarket: These are parts made by companies that may not specialize in replicating OEM standards. While they can be functional and affordable, the quality, fit, or performance may not always match the original part.
- Genuine Aftermarket: These parts are also made by third-party manufacturers, but they are typically produced to a higher standard and are designed to be a reliable alternative to OEM parts. They are often backed by a strong reputation for quality and may be marketed as an equivalent or superior replacement to the original.
An 'Official Product' means it is an item that we have designed, produced, and approved ourselves.
When receiving a quote from our sales staff, this will be mentioned as part of the quote otherwise it will be stated on the product page under the 'Specifications' tab.
Yes, majority of our catalogue is parallel imported items, which includes our 'Genuine OEM', 'Generic Aftermarket', and 'Genuine Aftermarket' product range.
We are not affiliated, associated, endorsed, or in any way officially connected with any companies, manufacturers, brands, or their subsidiaries and/or affiliates mentioned.
The names of these companies, as well as related names, marks, emblems, brands, and images, are registered trademarks of their respective owners and are used purely for the purpose of describing the products advertised.
Products may be sourced locally or via parallel import from overseas and are genuine items, but are not sold or endorsed by the official New Zealand distributor.
