DELIVERY
WHERE DO WE DELIVER?
We currently deliver worldwide, however, there are some countries that are not as easy to get to. If an order is placed for delivery to one of the countries outside our reach, you will be notified by email as soon as possible.
HOW MUCH IS STANDARD DELIVERY?
Standard delivery prices are currently as follows for one pair:
Canada & Mexico $12USD
Rest of world $16USD
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Shipping costs scale down for multiple pairs.
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HOW LONG WILL IT TAKE FOR MY DELIVERY TO ARRIVE?
All orders received before 8 am Monday-Friday with standard delivery should be with you within 5 - 8 working days anywhere in USA.
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WHERE IS MY DELIVERY?
If you have not received your goods please email ‘usa@subs.nz’ so we can trace your order. We will then notify you via email to confirm the status and whereabouts of your products.
Please note: Parcels that are signed for will be deemed as received by the customer and are now out of our control. We use third-party logistics companies, we hope they maintain our high standards but as I'm sure you can understand mistakes happen. If this is the case, we will inform you of your carrier and you should contact them to take this further.
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CANCELLATIONS
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I CHANGED MY MIND, CAN I CANCEL MY ORDER?
If you have recently placed an order with us and wish to cancel it before delivery, please email us at usa@subs.nz within 24 hours quoting your order reference number, the date the order was placed and your name. We will then contact our dispatch team and try to get the order returned to us rather than delivered to yourself. Once we have confirmation of the cancellation, payment will then be refunded back to your account within 10 working days.
If the order is delivered to you, please return it for a full refund (excluding postage).
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MY ORDER IS LATE, CAN I CANCEL IT?
Although we endeavour to get all deliveries to you on time, we understand that sometimes deliveries are late. If you wish to cancel a delivery before you receive it but after the 24 hour period, due to late arrival, please email ‘usa@subs.nz’ quoting your order reference number, the date the order was placed and your name. We will review the order to find out where your parcel is and refund your account within 10 days if in agreement with the late delivery.
Helpful Hint: Please note we can place goods on hold for a maximum of two weeks if the late delivery will now be at an inappropriate time for you; simply email hello@subs.nz to do so.
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CAN I AMEND MY ORDER DETAILS?
To amend an order, both for product and shipping address please contact usa@subs.nz as soon as possible. If the order has already been processed it might not be possible to amend it.
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RETURNS/EXCHANGES
If you wish to return any item purchased online at www.subs.nz, contact usa@subs.nz, stating your name, order number, and reason for return as soon as possible and follow the steps below:
Returns address in America: Subs Ltd. 10615 Tulsa Rd, Jacksonville, Florida 32218, USA.
Returns address in Oceania: Subs Ltd, 9 Upland Road, Hoon Hay, Christchurch 8025, New Zealand.
Returns address in Asia: Subs Ltd, No. 15-2, Fengshi Road Section 2, Lane 1200, Fengyuan District 422, Taichung City, Taiwan.
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WHAT IS YOUR RETURNS POLICY?
All goods must be unused and in the condition in which they arrived to you to qualify for the below.
You have 30 days to return an item with proof of purchase for a full refund or a size swap.
Please allow up to 10 working days from the date we receive your product(s) for your refund to be processed.
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HOW DO I EXCHANGE MY ITEM(S)?
If exchanging an item, the price must match that of the item purchased when you bought it. If the item chosen is out of stock a refund will be issued instead. If you wish to exchange for an item of a different price, your item must first be returned and a refund issued and a new order should be placed.
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DO I NEED TO PAY FOR POSTAGE?
Please note when asking for a refund or to swap sizes, the customer is responsible for the postage costs incurred when returning or swapping an item. USD $7 (original shipping cost), will be deducted from the refund. Goods must be returned by registered post only. We cannot be held responsible for any item returned to us in any other way. You will need proof of postage if the returned parcel is lost and you need to make a claim to your carrier.
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MY PRODUCTS WERE DAMAGED, CAN I RETURN THEM?
Of course. If goods are considered damaged in transit, you must notify us within 48 hours of receiving the product, you then have 14 days to return the product to us, alongside proof of purchase to issue a full refund.
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MY PRODUCTS ARE FAULTY, CAN I RETURN THEM?
If the product is faulty you can return the product, we will inspect the item and issue a full refund (including postage) if we are in agreement with your comments.
However, if we disagree with your comments and the ‘fault’ it is a matter of standard ‘wear and tear’ or product neglect i.e. walking on hot coals or allowing a pet to get hold of it, we will return the item to you and postage costs will be incurred by yourself.
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To see our full Terms and Conditions click here
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