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SIGN UP TO OUR MAILING LIST FOR 5% OFF / FREE SHIPPING OVER $50 / SAME DAY DISPATCH BEFORE 1PM
SIGN UP TO OUR MAILING LIST FOR 5% OFF / FREE SHIPPING OVER $50 / SAME DAY DISPATCH BEFORE 1PM

FAQs

SHIPPING

When will my order ship?

  • We do our best to provide a same day dispatch for any orders we receive before 1pm Monday - Friday. Orders placed outside of this time will be dispatched the next working day.  

When will I receive my order?

  • For our New Zealand orders we use NZ Post as our carrier. NZ Post delivery targets are as followed but not guaranteed and can increase during peak times - please check the NZ Post website for current delivery targets.
    • 1-2 Working Days for Residential Delivery
    • 3-4 Working Days for Rural Delivery
  • For international orders we use FedEx. Delivery targets are below but are not guaranteed. Delays may occur during peak times or at customs clearance.
    • 2-3 Weeks for international orders

I've only received part of my order.

  • To get your gear to you as quick as possible you may find some items have been shipped separately.

RETURNS/EXCHANGES

I would like to return a product for a refund or exchange the product.

  • We are happy to provide refund or exchange for eligible products purchased on onmountain.co.nz within 30 days of purchase providing they are in original condition. 
  • You are responsible for returning the product to us for an exchange or refund.
  • Please email is hi@onmountain.co.nz for any questions or to start the returns/exchange process.
  • For more information on eligible products and refunds and exchanges see here

I would like to return/exchange a product I purchased on the Airpoints store.

  • Unfortunately we don't offer returns for products purchased on the Airpoints Store.
  • We may offer exchanges on eligible products (dependent on stock availability) 
  • You are responsible for returning the product to us for an exchange.
  • For more information regarding returns/exchanges of Airpoints Store products please see here or contact the Airpoints Store Help Team.

 

OUT OF STOCK PRODUCTS/PRE ORDERS

When will you be restocking?

  • If a product you're interested in is currently out of stock, flick us a message via live chat, send us an email hi@onmountain.co.nz or give us a phone call.
  • We may be able to give you an ETA on when our next shipment is arriving or details on how we can order a product in for you. 
  • Sign up to our mailing list and be the first to know when we are restocking a product. 

 

CONTACT

How do I contact you?

  • Send us an email at hi@onmountain.co.nz
  • Send us a message through our live chat (bottom right corner) 
  • Give us a call on 04 473 6459