Should I order over the phone or on the website? What’s easier? It is an easier process if you order online, but we can help you over the phone if necessary. Our website is secure, and we do not record your credit card details.
What is the status of my order?
Call or email our sales team, with your order number and product details on hand. They can update you on its progress.
Can I make a special order if something I need is not on the website?
If it is a brand that we already stock then please check with our sales team.
The product I have ordered is taking too long to arrive or does not fit my requirements, can I get a refund or credit?
Refunds are considered on a case-by-case basis. Please refer to our sales policy or email our sales team if you have any concerns or requests.
My order is taking longer to arrive than expected. What is the hold up?
Apologies if you have had this experience. Call or email our sales team, with your order number and product details on hand. They can update you on its progress.
I have a broken product and need a replacement part/repair, can Rubber Monkey help? We do our best to source replacement parts or repair broken products from brands listed on our site. See our sales policy.
Can Rubber Monkey give me product recommendations or technical help?
We pride ourselves on offering the best possible technical support. Please leave a phone message or email and we will be in touch with you as soon as possible. If you like doing your own research, remember Google is your friend!
What’s included with "X" product?
In most cases, contents are listed on the product pages. Please read comprehensively but if you can’t find what you are looking for, email or call our sales team.
Do you have "X" product or accessory?
If the product is not listed on our site, you will have to check with our sales team.
What is the warranty on "X" product?
Most items sold by Rubber Monkey are covered by a New Zealand manufacturer's warranty (minimum term of 12 months from date of purchase). When the item has a manufacturer's warranty, and/or the warranty period has expired, calls for service or repairs should in most cases be referred directly to the manufacturer or their authorized service centers. We will however make every effort to facilitate the repair of out of warranty items. Contact our service department at: email@example.com
How long will it take for my item to reach me? When you purchase your product, take note of the shipping time listed on product page. While these are regularly updated, shipping times are subject to change, so please check with our sales team if you have an urgent enquiry.
What’s my tracking number?
Once the item has shipped, you will get email confirmation with your tracking number.
I haven’t heard from Rubber Monkey in awhile, what is going on?
Please email us if you have not been attended to. We do our best to reply within 24 hours.
I have multiple orders placed, but want all my items shipped together. Is this possible?
There is an option in shipping when you place your order to ship items together, or as they arrive in our warehouse. Please contact us if you would like to amend your shipping.
Payment and Support
What are my payment options?
- Direct deposit
- Credit card (Website or by phone)
- Eftpos and Cash in store
Can I have a discount/price match?
The price you see listed on the website is the best we can do. Our products are updated regularly and we try to price match as much as possible. In special circumstances however, we will do our best to help you out.
I want to order now and pay later, can I make a deposit?
Rubber Monkey can hold items for you for up to one week. For items not in stock and more then $200, a deposit of 10% is required.
If I order a large amount of products/kit, can I get a discount?
We do our best to help you out if you are placing a large order; please speak to one of our sales reps.
How do I get a written quote?
Please contact customer support, firstname.lastname@example.org
I want to enquire about sponsorship for a project, whom do I contact?
For sponsorship enquiries, email email@example.com
I need to set up a Trade Account, whom do I contact?
Please email firstname.lastname@example.org with your details.
How do I find out more about Rubber Monkey?
Where are you guys based in Sydney?
We are based in Wellington, New Zealand, however we have an Australian phone number so it is free for you to contact us.
Why is my product not here yet? I chose Express shipping.
When you purchase your product, take note of the shipping time listed on the product page. While these are regularly updated, shipping times are subject to change, so please check with our sales team if you have an urgent enquiry. Products shipped from New Zealand to Australia do take longer, as the shipping time stated on website indicates when the product will arrive in our warehouse, from where we send it to you.
Will I get charged tax when my order reaches Australia?
If your product exceeds AU$1000 it may incur tax upon entering Australia. Please be aware of tax regulations.
Can I get multiple orders sent together?
There is an option in shipping when you place your order to ship items together, or as they arrive in our warehouse. If you change your mind, please contact our sales team.