Customer Service
DELIVERIES:
With a significant increase in courier volumes throughout the country, please allow additional processing time to receive your order.
- NZ Urban Shipping: Up to 5 Working Days from dispatch
- NZ Rural Delivery: Allow an additional 2 days on the above timeframes
We operate Monday - Friday. Orders placed after 12pm on Friday or on the weekend will be dispatched the following week.
Approximate Delivery Timeframes:
New Zealand Urban delivery: Up to 5 Working Days from dispatch.
Rural Delivery: Allow an additional 2 days on the above timeframe.
SHIPPING GUIDELINES
Have your order delivered to your home or office ANYWHERE in New Zealand. For orders placed in the morning, we aim to dispatch in-stock smaller items for standard delivery (allow up to five business days - New Zealand, and more time if you are in a remote or rural location). For larger items, a team member will be in contact to arrange a suitable delivery time.
Business Days are defined as Monday through Friday. As we ship via courier we are unable to deliver to PO Box addresses. Deliveries to Chatham Islands, Stewart Island, and Great Barrier Island may attract additional fees. Contact us for more information.
SHIPPING AND HANDLING FEES
We always show the delivery fee so you know your total order cost right away. You will be able to see the price of shipping before completing your order. The delivery charges will be automatically calculated at checkout and will be included in your order.
We offer a flat rate of $5 for parts and apparel purchases shipped in New Zealand.
ACCEPTING YOUR ORDER
We want to make sure your items arrive safely in your hands for you to enjoy. We will not leave items in an unsecured place regardless of the circumstances and a signature will be required on delivery. If the courier is unable to hand your item over to you, a "card-to-call" will be left with details for how you can pick-up or arrange re-delivery of your order. If the courier fails to deliver it 3 times, the item/s will be returned to the Allsports Distribution Centre.
TRACKING YOUR ORDER
Once your order has been shipped, you will receive an email containing the shipping reference number which you can use to track your order.
If you haven’t received your order in 10 days feel free to contact us or call Allsports Distribution during business hours on +64 7 377 1033 (note: This is a New Zealand phone number and international calling rates may apply)
RETURNS AND EXCHANGES
You can return exchange your purchase within 7 days of receiving.
In order to return your purchase, the following must be true:
- The item has not been used or worn and is in original, saleable condition
- You purchased your product(s) from www.pivotcycles.co.nz
- You have the original receipt/invoice
- The original tags are attached.
Please follow the instructions below.
Contact Pivot Cycles NZ customer service ASAP at info@allsports.co.nz outlining your reason for return/exchange. An RA number (Return Authorisation Number) will be generated including shipping instruction and a return address.
All products need to be returned in same condition that you received it and in its original undamaged packaging.
Once you receive acknowledgement from us of your request, please proceed with returning the item.
The customer is responsible for the return freight to Pivot Cycles New Zealand.
We recommend sending via trackable freight service as we do not take responsibility of the returned items.
Please ensure your full name, postal address, email address, phone number(s) and PLEASE INCLUDE the RA number (affixed to the outside of returned package). This will help speed up the return process.
Please note that purchases via this website cannot be returned to retail Stores.
GENERAL RETURNS
Return your purchase within 14 days of receiving your order to receive a refund of the original purchase price or a Pivot Cycles NZ credit providing the product meets the requirements as detailed above.**
Refunds will be applied to the original form of payment, minus any shipping charges.
Once a refund is issued, your banking institution may take up to 10 business days for this to be applied to your account.
**Pivot Cycles NZ reserves the right to accept/ decline returns due to "change of mind". No "change of mind" refunds will be accepted on sale items.