Customer Service

Delivery

We aim to have all goods dispatched within 24hrs of receiving your payment, if we are unable to manage this we will e-mail you and inform you of the delay. Of course weekends and public holidays are excluded (the couriers don't work).

• We currently ship to New Zealand, Australia, and the USA. We can ship to other countries by arrangement.
• All orders NZ over $100 are delivered by Courier or NZ Post free of Charge
• A $6 delivery charge will be added to all NZ orders below $100
• Delivery charges will apply to all overseas orders; we will contact you with shipping costs prior to processing your   order.
• Goods will be shipped as soon as payment has been validated/confirmed
• We aim to have goods shipped to you within 24hrs of you placing your order, if there is a delay for whatever reason we will contact you and explain the reason. Of course this excludes weekends and public holidays where we will ship/contact you on the next working day.
• We will e-mail you the tracking code and the courier’s website for ease of tracking so you know exactly where your order is, once it has left our warehouse.

• Unfortunately we are unable to deliver to Great Barrier Island, Waiheke Island, Stewart Island, or the Chathams Islands at these prices. We also reserve the right to change the free shipping and/or shipping price if you live in some other remote or isolated island or location. We will however contact you prior to delivery with the shipping costs to your location.

Returns

We want you to be happy with your purchase, therefore if you change your mind about an item purchased or it is damaged or defective simply return it for replacement, refund or exchange.

Returns need to be in their original condition including all protective packaging and returned within 14 days of you having received the goods. In the instance of damage or defect, we will replace the items, or if you prefer, refund the freight and purchase price. If you change your mind about an item we are happy to refund or exchange the product for you, but cannot refund freight costs in these instances (see point three below).

Points to note:

• We cannot accept returns where the damage or defect is a result of something you did.
• Larger items such as prams or carseats may need to be returned to the manufacturer for them to assess the damage if the goods are faulty
• We often subsidise the cost of the freight. If you have changed your mind and decide to return the item, then the full cost of the freight will be retained by Baby Stuff. I.e. if the item cost us $10 to ship and we have already charged you $6 (for orders under $100) then we will retain the extra $4 shipping expense when crediting your card. This also applies where the order was over $100 and the shipping was fully subsidised, if the item is returned we will retain the shipping cost to us before processing the refund. If in any doubt please contact us on sales@babystuff.co.nz one of our sales team will be more than happy to assist you in this instance. This only relates to change of mind purchases and in no way relates to damaged or faulty goods.

Payments

We accept payment via Credit Card (Visa/MasterCard), and direct credit to our bank account. We also provide a Lay-By option which is also available at the checkout.

We dislike and will not support in any way credit card fraud or any form of online theft. If your card is stolen or your details are uncertain we reserve the right to contact you or your bank before dispatching any goods.

Credit Card: All credit card transactions are processed through DPS (Direct Payment Solutions) New Zealand’s leading online credit card facility. Other clients of DPS include Air New Zealand, Qantas, Department of Internal Affairs, Bank of New Zealand, Westpac, Telecom, Vodafone the list goes on and on.

Direct Credit: We will e-mail you with our banking details when your order is placed. Please note that payments can sometimes take 1-2 working days to appear in our account depending on who you bank with. Goods will be shipped once your payment has been confirmed in our account.

Lay-By: If you have chosen the Lay-By option then we will also e-mail you our banking details, we require a 10% deposit ($10 for every $100 placed on layby (i.e. if you order total was $250 we would require $25 to secure your layby)) with the remainder over the next 3 months. As payments are received we will e-mail you the starting balance, amount and date paid, and new balance. As soon as the goodies are paid for we will ship them out to you. If you have any questions about the lay-by option please contact us at sales@babystuff.co.nz

Privacy and Security

Your personal information is safe with us. Baby Stuff will not pass on any information you supply without your consent to persons or entities outside of our organisation, unless required by law.

Baby Stuff’s employees are made aware of its privacy practices through regular communications and training. We limit access to private and confidential data only to those employees with a specific need to retrieve this information and we store data on multiple service systems, in controlled, secure environments. To maintain our level of security, we conduct both internal reviews and external audits of our security measures and procedures on a regular basis.

A customer may, at any time, change, correct, modify or delete any personal information they may have provided to Baby Stuff by contacting us. Users can also unsubscribe from any newsletters or opt out of various promotional emails at any time by clicking on "unsubscribe" links in each of our newsletters or emails or contacting us.

Our website is protected by the highest level of SSL browser encryption technology available. It is used to ensure that all sensitive data transmissions between yourselves and our website are encrypted and secured to the highest level possible.

We Use DPS (Direct Payment Solutions) for all our credit card processing. They have a dedicated and purpose built development and data centre, specially designed for payments processing. DPS have invested and continue to re-invest in state of the art, bank grade security and infrastructure. DPS are fully certified as Visa AIS and MasterCard SDP (PCI-DSS) compliant at processor level; using an approved QSA for quarterly scans on systems and full onsite audits, annually. All sensitive information is encrypted with the 3DES protocol, with Atalla Network Security Processors. For more information on these standards please go to http://www.visa-asia.com/secured or http://sdp.mastercardintl.com.
Other clients of DPS include Air New Zealand, Air Pacific, Air Rarotonga, Ezibed, Freedom Air New Zealand, Origin Pacific, Qantas Holidays, Qantas, Signature Travel, Sabre Pacific, Tasmania Temptation Holidays, American Express, Bank of New Zealand, Westpac
Corporate, Ascent Technology, Automobile Association, AXA, Aussie Stadium, Bond and Bond, Boise, BTI, Cash Handling Systems, Computerland, CommSecure, Contact-Energy, Cosmos, DHL, EDS, eMatters, Empower, Energy Online, Fatso, Fonterra, Fedex, Genesis Energy, Go Holidays, Holiday Shoppe, Hewlett Packard, Intercity, Kroma Colour Prints, Lion Nathan, Microsoft, Mitre 10, NZ Post, NuSkin, OmegaTrend, Quotable Value, Sony, Southern Cross Insurance, Sun Microsystems, Sky TV, 2day Internet, Tech Pacific, TMP, Toll NZ, Tower Insurance, Travel Spirit Group, TrustPower, UBD, Vero Insurance, Visa Preferred Seating, Wilson Parking, Woosh, Auckland City Council, Department of Internal Affairs, Hutt City Council, Ministry of Justice, NorthShore City Council, Northern Territories Government, Wellington City Council, APN holdings, Fairfax, IDG Communications, NZ Herald, Ticketek, Trade Me, Farmers, Ezibuy, Just Kids, Progressive Enterprises, Pumpkin Patch, Ricoh, Telecom, TelstraClear, Vodafone.

If you are still not sure about purchasing online please either e-mail us on sales@babystuff.co.nz or phone us on (09) 407 8097. We can take orders via the phone or whichever method you feel comfortable with.

Guarantee

We will dispatch your order within 24hrs (excluding weekends and public holidays), in the unlikely event your order is unable to be dispatched within this timeframe we will contact you explaining the delay.

Sales support

We pride ourselves on our amazing sales support. Please contact us for any assistance you may require