Shipping & Returns

SHIPPING POLICY
You can select one of the two shipping methods at the time of order

1) DELIVERY

We provide Free Shipping within New Zealand for all orders that have a total cart value of $150.00 (GST inclusive) and above. All orders below $150.00 (GST inclusive) will have a Fixed Standard Charge of $10.00.

Free shipping does not apply to EcoFlow items.

Bulk freight for larger items (e.g. EcoFlow DELTA Pro) can take up to 5-10 working days, dependant upon location.

A copy of your tax invoice and tracking details will be sent to you the following day that order gets dispatched.

-If you've paid with a credit card, your order will normally be dispatched within 7 working days.
-If you paid via Bank Transfer, it might take 1-2 business days for the payment to clear; your order will be dispatched as soon as we have received your payment.

2) PICK-UP from our showroom.

You may collect your order from our showroom located at 690 Great South Road, Penrose, Auckland 1061. Please allow 2-4 working days for us to organise this.
You will be notified by email as soon as the goods are ready for collection.

Please ensure you bring with you:
- Email confirmation of your order.
- Credit card that was used to place the order (if a credit card was used).
- Photo ID: includes Driver’s licence, passport, proof of age card, government or armed services identification card. Please note that photo ID should matches the name on the credit card used to place the order.

Please note: some items may be available for SAME-DAY pickup. Contact us at 09 630 0753 for stock availability.

RETURNS POLICY

Upon receipt of your order and item(s) are faulty, incorrectly supplied, or damaged in transit you must notify as soon as practically possible via our Contact Us Form as outlined below.

Please choose carefully as GearUp does not provide refunds or returns if you change your mind.

1) FAULTY ITEM

If an item is suspected to be faulty upon receipt, notify us within 14 days of receiving your order via our Contact Us Form.

The return of goods will only be accepted if Lacklands LP or an approved agent determines the product is faulty. Upon our discretion, faulty items may be repaired, exchanged, or refunded for the same model or its equivalent model offered by the manufacturer.

Once the item has been returned, assessed and the fault confirmed, we will organise a replacement to be sent out immediately. If outside of the DOA period of 14 days from receipt the item, it will be repaired under warranty. The warranty period can be found on each item's product page.

In the event that no fault is found, returns will be rejected and returned to you. Returning goods will be subject to delivery charges. In most cases, we will not credit freight charges except in the case of an error on our part.

2) INCORRECTLY SUPPLIED

If an item is suspected to be incorrectly supplied, you must notify us within 7 days of receiving your order via the Contact Us Form. We will arrange for the item to be collected and checked. Once the item has been checked and confirmed as incorrect, we will arrange for a replacement to be sent out as soon as possible.

3) DAMAGED IN TRANSIT

Although every effort has been made to ensure that your order arrives to you in a safe and great condition, sometimes goods can be damaged in transit. If you receive your package in a damaged condition, please notify us immediately via our Contact Us Form. We will arrange for it to be collected and a replacement sent once returned.

RETURN INSTRUCTIONS

If your item is incorrectly supplied or damaged in transit the product must be returned in its original, unused condition and packaging.

If there is a manufacturer fault or defect upon the reciept of the product the item must be returned in its original condition and packaging.

Returns shall only be accepted by GearUp (c/o Lacklands) once a request has been made via our Contact Us Form and an approval number (RMA) has been given.

Please fill out our Contact Us Form and provide all required details for return.
You will receive a confirmation email from Helpdesk with your individual ticket number relating to your enquiry. Helpdesk will provide you with instructions, return address details and an RMA number for your return.
If item is faulty on arrival, incorrectly supplied or damaged in transit we will arrange for the return of the item by supplying you with a return courier ticket.
Send the item(s) to the return address with your RMA number clearly written on the outside of the box.
Products returned by post should be sent by registered or certified mail.

GearUp (c/o Lacklands) accepts no responsibility for loss or damage occurring in transit. For all returned product(s), you must maintain a copy of the proof of delivery or consignment information to confirm delivery in case of future queries.

Your personal information will be used according to our Privacy Policy to process your refund or return.