General
Is Swim Safe a New Zealand based company?
Yes! We're proud to be 100% NZ owned and operated. Based in Auckland, NZ, all of the products that we sell are held locally in either our warehouse or available through local suppliers to ensure you get your order as fast as possible.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, and UnionPay debit and credit cards. We also accept payment through Apple Pay, Google Pay & Shop Pay.
What if I have a question before making a purchase?
We're more than happy to answer any questions you may have about the products and services we offer. Please submit an enquiry through our contact page and we'll be in touch as soon as possible.
I'm looking for something specific...
If what you're looking for isn't online but is related to the products we sell, then we can source products by special request. Please get in touch through our contact page and we'll see what we can do.
Do you have a shop I can visit?
As of right now, we are an online only business but will be looking to open a physical store soon.
Are your products backed by warranty?
We are an authorised retailer for each of the brands that we supply and offer the same warranties backed by each brand in accordance with NZ Consumer Guarantees Act 1993 (CGA).
Shipping
How much does shipping cost?
All NZ orders $150 and above receive free shipping. Anything below the free shipping threshold will be charged at a flat rate of $10.
For further shipping information see our shipping policy.
Do you ship outside New Zealand?
Currently we only offer shipping within New Zealand.
How long will it take for my order to arrive?
After your order has been placed, we will dispatch your order within 1-3 working days. Once dispatched you can expect delivery by courier within 1-4 working days.
For further shipping information see our shipping policy.
How will my order be delivered to me?
We partner with NZ Post to provide courier services to you. In some instances other courier companies may be used for dangerous & bulky goods or rural deliveries.
For further shipping information see our shipping policy.
How can I track my order?
Once your order has been fulfilled, an email will be sent to you with the courier tracking details. If you need any assistance tracking your order, please get in touch with the team.
Returns
What is your returns policy?
We offer a flexible returns policy where if you are not happy with any of our products ordered online, you can exchange or return them for a full refund within 20 days, subject to our returns policy.
How long will it take to receive a refund?
We will notify you once we’ve received and inspected your return, and let you know if there are any return issues. Accepted refunds are processed within 3 working days, automatically refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Can I exchange an item instead?
Most definitely. We're happy to exchange any item within 20 days of purchase., subject to our returns policy.
Is there a restocking fee?
There are no restocking fees for items returned in accordance with our refund policy.