Pixel Tracking

FAQs for online ordering

 

Why has only half of my order arrived? 

Sometimes the size, shape or weight of our products mean that we need to pack them separately to keep the products safe in transit. Common products we send separately include Dangerous Goods, bulky goods, quantities of liquids, and heavy items. We always send our large paper products separately from other items to ensure the paper is kept flat and in the best condition possible. As these packages will be on separate courier tickets they sometimes may become separated within the courier system and delivered at separate times. Also, occasionally, it is more efficient to split your order and send it from two different Gordon Harris locations.

When will my card be charged? 

We will only finalise the charge on your card once your order has been processed, until this time; the transaction will show as either "Pending" or “Held" on your account. This allows us to make any adjustments to payments such as removal/addition of items, freight charges or applicable discounts. The pending/held payment removes itself off your account if the charge isn’t finalised within 5-7 business days depending on the bank you are with. This does not mean we have cancelled your order and the delay is usually because we are sourcing some of the items for your order either from our suppliers or our other Gordon Harris stores.  If there is a change to the amount we will charge your card or any other issues with your order, we will reach out to you as soon as possible and only charge your card once we have confirmation from you to do so.  

What is a Dangerous Goods charge? 

Some items we sell are labelled “Dangerous Goods” (or “DG”) as they contain chemicals that need extra labelling and safe packaging and handling for transportation in NZ. This commonly includes spray paint, varnishes, turpentine, methylated spirits and resins. Couriers charge an additional fee for handling Dangerous Goods which we need to pass on. This is currently an additional charge of $10.00 per parcel/courier ticket for a standard delivery (this charge may be subject to change.) Bulk quantities of Dangerous Goods will be subject to a quotation. Dangerous Goods can also take a day or two longer for the couriers to deliver.

Why have I not received my tracking number from NZ post yet? 

The tracking number is sent in an automatic email from NZ Post using the email address provided on your order. You will receive this email once the courier has scanned your parcel into their system upon collection from our store. There will be a gap in time between when you receive an email from us informing you “Your Order has been processed” (this means your order has been picked and invoiced but not yet packed) and an email from NZ Post with your tracking number. Packing orders into parcels can take some time, especially during our busier periods and if the products require extensive packaging. Please allow at least one business day from when you received the “order processed” - notification email before contacting us if you haven’t received the tracking number email for your order. Have you checked your Junk or Other email folders? Sometimes the email may be there.

Why is my order delayed? 

We always try to dispatch your order as quickly as possible, Sometimes there are issues that can cause delays which may include:

  • Although it is our goal to always have products in stock we sometimes need to re-order a product from our suppliers or transfer it from another Gordon Harris store.  
  • Your order has had to be split and sent from more than one Gordon Harris location. 
  • Incorrect address has been entered against the order.
  • If there are any issues with payment, you will be contacted with alternative payment options. Your order will be popped aside until payment is confirmed.
  • Public holidays/courier holidays.
  • Lockdowns and other events beyond our control.

If your order incurs delays beyond our advertised delivery timeframe we will get in contact with you to ensure you have options regarding the delivery of your products. For example, this may include recommending a substitute product if the one you have ordered cannot be sourced within our delivery timeframe.If you are concerned about a delay in the delivery of your order, please let us know and we will assist you with as much information as we can.

Can I use my student discount on top of the sale price? 

Only one discount can be used at a time. We always apply the larger discount so you save more! 

Can I use my gift card for an online order?

Yes you can! Please select "Gift Card" as your payment method at checkout and enter the gift card number(s) into the box provided. The gift card number can be found by the barcode on the back of your physical gift card or will be the number provided to you in your emailed gift card. We will only charge the gift card at the processing stage and are happy to take additional payment if your gift card does not cover the total amount for your order. We will reach out and let you know how to top up the payment if required. 

I would like to add a note/special instructions for my order, how do I do this?  

We are happy to apply your note or special instructions as best we can. Please use the comment box at the bottom of the checkout page to let us know of any information needed to get your order processed right the first time. This can include delivery instructions for the courier, notes for gift cards/gift wrapping or anything else you would like to add.  If your request cannot be carried out, we will reach out and let you know. 

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