Is it safe to pay online?
All payments are securely processed by either Shopify Payments or PayPal, both of which support all major cards (such as Visa, Mastercard etc). At no point do we see your credit card details. Our website is also secured with SSL.
Which cards do you accept?
We accept all major debit and credit cards. We also accept payments from your PayPal balance.
Do you accept bank transfer payments?
We do not accept bank transfer payments at this time, but we hope to have this payment method available in the future.
How much does shipping cost within New Zealand?
It costs $5 if your order is less than $25, but we provide FREE SHIPPING if your order is over $25.
How long will delivery take within New Zealand?
Delivery usually takes between 1 and 2 working days. A tracking number is provided, so you can keep an eye on your order as delivery progresses.
How much does shipping cost to Australia?
It currently costs $12 for economy courier to Australia.
How long will delivery take to Australia?
It usually takes anywhere from 3 - 10 working days depending on where you live. Urban deliveries will take far less time than rural deliveries.
How do I track my order?
We will also email you a tracking link directly (if you have purchased and submitted an email address with your order). If you are having difficulty tracking your order, please contact us. We will be adding the ability to track your order through our website in the near future.
What happens if my order has not arrived within the expected time-frame?
Please send us an email and we will get in touch with the courier company on your behalf. Delays are uncommon, but do occur from time to time. If your order has been lost or incorrectly delivered, we will reship it or provide a full refund to you. If your order is returned to us because of your error (e.g. sending us an incorrect address, or not arranging redelivery if you are not home when the courier delivers) then we will reship after you have paid the cost of shipping.
My order has arrived damaged. What happens now!?
Please send us an email and we will organise a replacement order for you. All shipping costs will be covered by us, so you won't be out of pocket.
Is your packaging discreet?
Yes, we never include any visible logos or invoices on the courier track-pack. No one will know the contents of the package unless they open it.
Local delivery information (Christchurch only)
You can find out more about local delivery here: https://waterbeads.co.nz/pages/same-day-local-delivery-christchurch-only
Can I return an order if I change my mind?
Yes, you may return your order within 14 days of its delivery to your address. We will provide you with a full refund including any postage. Please note, we will not pay the cost of postage back to us (you must pay this yourself). If the product is defective, then we will provide you with a full refund and also pay the cost of postage back to us.
How do I return an order?
Please email us and we will direct you on how to return your order. Remember to include your name and email address so that we can match your return with your order! All orders must be sent back with tracking.