Help and Support
Need help? We're here to provide answers to your support questions.
Managing your Account
Setting up a new account
You can register before or during the shopping cart process. If you are new to the site, you can select My Account using the link at the top of the home page. Here we’ll ask you for some simple information (no credit card required!) and also ask whether you would like to subscribe to our regular updates and promotional emails.
Changing your details
Once you have created an account with us, you can sign in and change your details at any time. Simply sign into the site and click the user name link or My Account at the top of the page. You'll be taken to the 'My Account' page where you can update your Settings, edit Payment Options, review current and past Orders, edit your Wishlist, find Recently Viewed products, review and load Saved Carts, and manage your e-mail subscriptions.
We will only send you promotional emails if you have subscribed to our updates. You can manage your subscription status at any time in the 'My Account' area. There will also be an unsubscribe link in any email sent where you can easily manage the information we send to you.
Review your orders
You can review what's in your shopping cart at any time. Simply click or hover over the shopping cart icon at the top of the page to view what items you have added. You can also view current and past orders on the 'My Account' page.
The team at Rubber Monkey respect your privacy online. Any and all information collected on this site will be kept strictly confidential. At no time will your information be sold, reused, rented, disclosed, or loaned.
All transactions made through the Rubber Monkey website are processed by our SSL secured server. Credit cards are processed through DPS payment express and at no time do we store your credit card numbers.. All information is held and saved according to the provisions of the New Zealand Privacy Act 1993 (“Privacy Act”).
Placing your order
Shopping with Rubber Monkey is as easy as browsing the site and adding items to your cart. Once you have everything you need, proceed to the Checkout where we will confirm the details of your order. Delivery options are also found here so you can choose to either ship your order to your home or business, or arrange to collect from one of our stores. Finally, once your delivery details have been checked and confirmed, you will select a payment method. At this time we accept Mastercard, VISA, VISA Debit Cards, GEM Visa, and GE Creditline. We also offer a bank deposit option and EFTPOS on pickup for orders being picked up from one of our stores. We will send you an order confirmation email outlining your order details immediately after your order is completed.
While shopping on the site, prior to making payment, you can view your cart at any time and change your order items.
Once your order is placed and payment has been made you cannot edit it or make changes. You can view your current or past orders, by selecting the My Account button at the top of the page.
If you need to change your order after payment has been made, please get in touch by emailing us at firstname.lastname@example.org or calling us on (02) 8214 8965.
We will do our very best to make the changes to your order before it ships out to you. However, we are pretty quick at processing customer orders and getting them out the door to you ASAP. Sometimes, your order might get out the door before we can make those changes. You might have to pay for additional freight costs to return any items your ordered by mistake. You can read our Returns Policy here.
Tracking your order
We use two methods of delivery. For most small to medium items, our carrier will be CourierPost. Once your item has been shipped, you will receive a notification email with the shipping reference number. All CourierPost deliveries can be tracked and traced here. If you have ordered large bulky items, they will be shipped by our in-store carrier or local freight company. Due to varying delivery dates and times with certain products, one of our team members will contact you within 24 hours of receiving your order to arrange delivery. If you require an update on your order status, please contact email@example.com or call us on (02) 8214 8965.
Dispatch & Delivery
Freight charges are calculated by the combination of the weight and size of your item and the distance between the shipping address nominated by you and the distance to your closest Rubber Monkey store. This is done automatically as you progress through the checkout process and you will be advised of the total cost before committing to the purchase. You can nominate to pick up the items from your local Rubber Monkey store or we can ship to your work or home address. Please note, if you have special delivery instructions, contact us as soon as possible with your details. There may be additional charges for special delivery requirements.
Because all of your items may not be in-stock when you order them, we offer 'Split Shipping' as an option. This occurs when you have both in-stock item(s) in your cart and item(s) that are out of stock. For this situation we offer two options:
Ship Everything Together: We will wait until all of your items have arrived into stock, then we will ship everything together. This incurs no additional shipping costs.
Ship In-Stock Items Today: We will ship any items that are in-stock immediately, then we will wait for the rest of your items to arrive into stock and ship them in an additional shipment. This will incur an additional shipping cost based on the particular items and delivery address.
For any unique shipping requirements please contact us and we can find a solution that works best for you.
Our stores ship items Monday to Friday with regular pickup and drop-off cycles by our carriers. All deliveries require a signature to ensure the security of the item. Please make sure someone is available to receive your package(s) and advise us of any special delivery details accordingly. Deliveries are made during normal business hours and if a signature cannot be obtained from the recipient, a card-to-call will be left by the courier driver.
Delivery times are subject to stock availability, the weight and dimensions of the item and also the distance between your nominated shipping address and the store shipping your order.
|North Island||1-2 business days|
|South Island||1-3 business days|
|Rural Delivery||Up to 5 days|
Where's my order?
If you haven't received your order within the timeframes detailed above you can check on the progress of your delivery using the track and trace tools or call us on (02) 8214 8965. We will verify the status of your order and follow up with the nominated store on your behalf.
Damaged or Lost Goods
If your goods arrive damaged or get lost in transit, contact us immediately on discovery of the damage or loss and at all times within 24 hours of receiving your order. You can lodge a damaged or lost goods claim by calling us on (02) 8214 8965 or e-mailing us here.
Online Payment Options
Currently we take VISA, VISA Debit Cards, Mastercard, GE Creditline and GEM Visa as forms of payment for online transactions. You may also use gift vouchers, store credit and bank deposits for online transactions. To use store credit or to find out if you have store credit give us a call on (02) 8214 8965 and one of our sales team will be able to assist you.
Rubber Monkey offers great interest-free deals and finance through GEM Visa. We also offer Flexirent, a great way for your business to access the latest technology on a budget you can afford. Contact us for details on how to apply and use either of these finance options.
Returns & Refunds
We understand there will be occasions where you may be sent an incorrect item or the goods sent may be faulty. We stand by the products we sell and will gladly refund your purchase or replace the goods subject to the provisions of our Returns Policy. If you encounter a problem with a product, please contact us on (02) 8214 8965.
If you receive a product that appears faulty at time of delivery, subject to the nature of the fault and inspection by returns the store that dispatched your order, the store will arrange the replacement, repair or a refund for the item.
Most of our products come with a manufacturer's warranty. The details will be specific to each product and will vary with some manufacturers offering more than 12 months. Most of our products are covered under the Consumer Guarantees Act warranty, for more information on particular products contact us at firstname.lastname@example.org or give us a call on (02) 8214 8965.
How can I pay?
Online purchases are made easy and secure with a selection of payment options, including VISA, VISA Debit Cards, Mastercard, GE Creditline, and GEM Visa.
We also accept gift vouchers, store credit and bank deposits for online transactions. To use store credit or to find out if you have store credit give us a call on (02) 8214 8965 and one of our sales team will be able to assist you.
Do you accept layby?
No, we do not accept layby for online purchases. We do however, offer a number of finance options. Please refer to our Finance page for more information.
Is buying online safe?
Verified by Visa and MasterCard SecureCode protect your transactions when you're shopping online. Register for either of these free services and your purchases are guarded using your own personal password, which acts the same way as using your PIN or signature when you buy an item over-the-counter in a store. This verifies your identity when making your online purchase, ensuring payment is safe and secure. To learn more about Verified by Visa and MasterCard SecureCode, visit www.visa.co.nz and www.mastercard.co.nz.
What is a 'CCV'?
The Credit Card Verification Code (CCV) is the three-digit code on your credit/debit card used as a security measure for all online transactions. It only appears on the card itself, which verifies that you, the buyer, have the credit/debit card with you during the purchase. The CCV is printed on your credit/debit card, not embossed like the account number is. Where the CCV is located depends on the type of credit/debit card you're using. On Visa/MasterCard, the CCV is the last three digits on the back.
Are there benefits to registering an account with Rubber Monkey?
When you create an account with us, you'll benefit from a faster and easier Checkout process. Simply log-in and your registered details automatically appear in the Checkout form. Other advantages include the ability to: view and track your order; check your purchase history; save products of interest to your Wish List; write your own product reviews and ratings; and update your personal details.
Can I purchase product care for my products?
Most new products are covered by a manufacturer's warranty, usually for 12 months. If a manufacturer offers a longer or extended warranty you can lodge this with them.
Why can't I see where to add an item to my cart?
This may mean that the product has been discontinued or is no longer available. If you think a particular product should be available please contact us at email@example.com or (02) 8214 8965.
I have entered all my payment information, but the order does not seem to be going through?
If you are having issues processing your payment, you can try a few of the following:
- Some versions of Internet Explorer are no longer supported and occasionally cause compatibility issues, try switching to Google Chrome or Firefox.
- Double check if you have any ad or pop-up blockers that may be stopping verification windows from opening.
Where do I enter my voucher/coupon code?
Look for the 'Coupon / Gift Card Code' field in the Checkout page. Simply enter your code and click the 'Apply Code’ button, a validation message will then appear and the discount will be subtracted off your order total.
Can I use my Rubber Monkey Gift Card to pay for my online order?
Yes, simply enter your code into the 'Coupon / Gift Card Code' field in the Checkout page and click the 'Apply Code’ button, a validation message will then appear and the discount will be subtracted off your order total.
What happens after I have completed payment online successfully?
After you place an order with us, you'll receive an order confirmation email with the details of your purchase. If you have any queries regarding your purchase, please Contact Us.
Can I change or cancel my order?
Once an order has been accepted and payment made it cannot be changed. Depending on whether the order has been processed and shipped by the store, you may be able to cancel the order by calling us on (02) 8214 8965 or completing the Contact Us form. Please note, we will always do our best to accommodate your request but you may be liable for additional freight costs to return any items purchased in error. For our full returns policy please, click here.
Do I have to be home to receive my items?
All deliveries must be signed for when you receive them; deliveries cannot be made to PO Boxes or ParcelPods. If you are unable to take delivery of your items in person - or if you have not received them within a reasonable period - please Contact Us.
Can I nominate a different delivery address to the billing address?
You may choose to have products delivered to an address different to the billing address. However, we cannot deliver one order to multiple delivery addresses; in this instance, you must order items separately and assign the different delivery addresses to each.
How do I track my order online?
As a Rubber Monkey online member, you can log in and check on the status of your order online via My Account. To register as a member, go to Create an Account and follow the instructions. Once your order has been shipped you will receive an email with a tracking reference number and a link to the courier tracking website.
Will my order, which includes a few items, be delivered in the one box?
When a number of items are purchased in a single order, stock availability may result in your order being sent to multiple stores or departments to dispatch the different items. Therefore, all of your order might not be delivered at the same time.
What happens if I'm not at home to receive my purchased items?
If you are not available to take delivery of your parcel, a delivery slip or card-to-call, with further instructions will be left in your letterbox.
What if I receive a damaged parcel, the wrong items, or don't receive my order at all?
If you believe there is damage to the products you've ordered, the incorrect items have been delivered, or your order hasn't arrived within the specified timeframe, please Contact Us immediately.
Can I change or cancel my order once it's been dispatched?
Once an order has been dispatched it cannot be changed or cancelled. For our full returns policy, please click here.
What can I do if I have a problem with my new items?
If you are unhappy with the condition or performance of your new items, please contact us at firstname.lastname@example.org or (02) 8214 8965.
What is Rubber Monkey's online refund policy?
We want you to be completely satisfied with your purchase and suggest that you inspect your items upon delivery or pick-up, to ensure you are happy with their condition and operation. If you're not content with the state of your new purchase, please refer to our Returns Policy.