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COVID-19 Updates

Last updated: Wednesday 8 September 5:30pm

We want to reassure you that our number one priority is to ensure the wellbeing and safety of our team members, our customers and communities as COVID-19 continues to develop.

Our warehouse is located in Auckland so we are operating under Level 4 restrictions.

Deliveries
In accordance with Covid-19 restrictions we are able to dispatch essential orders during the current Level 4 lockdown with contactless delivery. Essential products are indicated on the website. All non-essential orders will be queued and prioritised for dispatch once we reach Level 3 or lower. Earliest orders will be dispatched first.

Auckland Store / Pickups
Our Auckland Store is closed during Level 4. It will reopen for contactless pickup with appropriate distancing measures once we reach Level 3 or lower.

Sales & Customer Service
During Level 4 our staff are all working from home and we are able to provide the same troubleshooting and product support, however parts and service agents will be delayed until we reach Level 2 or lower. Our email, messaging, live chat and phones are on as normal.

You may have concerns about your orders and delivery dates. We're here to help, and we're dedicated to making sure you get what you need.

To find out more about the COVID-19 situation in New Zealand we recommend visiting covid19.govt.nz.

Take care,
Richard Humphries
Trade Tested Founder

Frequently Asked Questions

Shopping

Can I still shop?

Yes, you can shop with us online, through live chat or via our contact centre as normal at all Covid-19 alert levels. However, at Alert Level 4 our Auckland Store is closed to customers and we can only dispatch approved items marked as Essential on our website.

If your order contains only non-essential items or has a mixture of both essential and non-essential items then your order will be sent as soon as alert levels allow. Please contact us if you wish to split your order into multiple shipments.

All orders for non-essential products placed during Alert Level 4 will be dispatched in the sequence they were ordered as soon as we move to Alert Level 3, so the earlier you order the sooner it will be dispatched when restrictions are lifted.

At Alert Level 3, all online orders can be dispatched and drive-through contactless click & collect is available at our Auckland Store.

At Alert Levels 1 & 2, our Auckland Store is open to customers with appropriate safety measures in place.

Is click & collect available?

You can place an order for collection at all alert levels, however there are no pickups from our Auckland Store until Alert Level 3 where collection will be available with drive-through contactless click & collect. At Alert Levels 1 & 2, our Auckland Store is open with appropriate safety measures in place.

What payment methods are available?

During Level 4 all of our regular online payment options are accepted as normal. No cash or cheques are accepted.

This remains the same at Level 3. Customers using our drive-through contactless click & collect service will be required to pay online before they come to the Auckland Store to collect their product. No payment options will be available in person under Level 3.


Safety

What measures do you have in place to ensure customer safety?

Safety is our number one priority.

At Alert Level 4, our Auckland Store is closed to customers but you can still order online or over the phone. All deliveries are contactless.

At Alert Level 3, our Auckland Store remains closed for browsing and sales however online orders can be collected by drive-through contactless click & collect. Once your order is ready, it will be delivered to your car. To ensure safe distancing, you will need to load your order into your vehicle. Please come with another person from your bubble to assist if your order is heavy.

At Alert Levels 1 and 2, our Auckland Store is open. We will require all visitors to sign in. Masks must be worn and social distancing guidelines apply. Sanitisers will be available throughout our store.

How are you keeping your staff safe?

At Alert Level 4, our support office team is working from home.

Our Auckland warehouse remains operational for processing of essential orders. The warehouse team are working under strict C19 guidelines which include limiting numbers of staff working together in team bubbles across split shifts. All necessary PPE is provided.

At Alert Levels 3, our Auckland Store will open for click & collect via drive through. All necessary PPE will be provided and a strict process will be put in place to ensure distancing between staff and contactless pick up for customers.

At Alert Levels 1 & 2 our Auckland Store will open to customers and support office team will begin returning to the office.


Delivery, Pick Up & Returns

Will you still deliver my order?

At Alert Level 4 we can only dispatch essential product orders, as indicated on our website. If your order contains non-essential items or has a mixture of both essential and non-essential items then your order will be sent at Alert Level 3. If you would prefer to split your deliveries and have your essential items sent first and non-essential items to be sent when alert levels allow, then please call our contact centre during business hours or send us a message at the bottom of our Contact Us page.

Can I pick up my order?

Contactless click & collect is available by drive-through at Alert Level 3 and our Auckland Showroom is open from Alert Level 2, with appropriate safety measures in place.

When will I receive my order?

At Alert Level 4, we aim to have essential orders sent as soon as possible. At Alert Level 3, all orders will be dispatched but please expect delays as there is likely to be congestion in the courier and carrier networks for a short period of time. From Alert Level 1 & 2, delivery timeframes should return to normal.

My order has been sent but has not arrived, can you help me with this?

Yes we can, please call our contact centre during business hours or send us a message at the bottom of our Contact Us page for assistance.

Can I return or exchange an item?

We are not able to accept returns during Alert Level 4.

At Alert Level 3, we can accept returns or exchanges sent contactlessly by courier. Please call our contact centre during business hours or send us a message at the bottom of our Contact Us page to initiate an exchange or return.

During Alert Levels 1 & 2, you can visit us in store to return or exchange an item or you can send an item back to us.

Can I change or cancel my order?

Yes, if your order hasn’t been dispatched you are able to change, cancel or split so essential items ship first. Please call our contact centre during business hours or send us a message at the bottom of our Contact Us page if you would like to change or cancel your order.

How can I get assistance with a product issue at Alert Levels 3 & 4?

We have a team dedicated to providing support with product enquiries, however parts and service agents may be delayed until we reach Level 2 or lower. Please call our contact centre during business hours or send us a message at the bottom of our Contact Us page.

What will happen to any support enquiries I currently have open with you?

At Alert Levels 3 & 4, our support office team are online working from home. We will continue to work on all open enquiries and ensure you stay updated.



If you have any other questions please call our contact centre during business hours or send us a message at the bottom of our Contact Us page and a member of our team will get back to you as soon as we can.