Frequently Asked Questions

1. How safe is my transaction with you? What do you do to prevent fraud?

2. What is included in free shipping?

3. When will my items arrive?

4. I have changed my mind and don’t want what I brought, can I get a refund?

5. I have changed my mind and want a different product or colour, can I swap it?

6. I have a product I think you might be interested in selling?

7. I purchased a BLUNT umbrella from you and it broke.

8. I purchased a map of you and it has torn in the fold lines?

9. My BLUNT umbrella flipped inside out, how do I revert it?

10. Do you offer bulk buy discounts?

11. I have spotted an error or spelling mistake the website?

12. I am trying to make a purchase, however I am having problems and I cannot complete the checkout process?

13. What is POLi?

14. I am about to do the Te Araroa trail can you assist with resupply?

1. How safe is my transaction with you? What do you do to prevent fraud?

There are currently three options for our checkout process, one is making a payment via POLi. Another is payment by credit card though ver PayStation.  Both Paystation and POLi place a lot of importance on the security of its software. POLi has been reviewed by Secure Assessments to ensure that we meet all modern security standards. Our other payment process that we currently have is bank wire (also called direct deposit) in this case we will produce you an invoice allowing you to pay by online backing at your own time.

Please keep in mind that we will not ship your good until payment has been accepted

2. What is included in free shipping?

Free shipping applies to most products when you spend over $150 NZD. If a product does not count towards free shipping this will be mentioned on the product page.

When items are sent by free shipping, RedMoose reserves the right to choose the most appropriate shipping method. If you want them to you sooner then please contact us, however there may be a shipping fee for this.

3. When will my items arrive?

We always aim to get your orders to you as fast as we can,  and the most common feedback we get from our customers is about how quick there order turned up.

For items we have in stock they tend to take about 2-3 days to arrive to you (sometimes quicker),  please be aware if your address is considered rural deliver then it may take a little longer. 

However sometimes items have to come from overseas before we can send them to you. If this is the case, when you order the product it should display how many days it is estimated that it could take to dispatch your items too you.

If you want your items to you sooner we do have an overnight courier option,  however this only applies to items we currently have in stock.  If the item is out of stock and you want it ASAP then please feel free to contact us.

When your order is shipped you will receive an email with a tracking link on that will allow you to track the item.

4. I have changed my mind and don’t want what I brought, can I get a refund?

Absolutely, no questions asked.

You can change your mind and ask for a refund at any time in the first 90 days of receiving the product from us, and we will happily refund you. However this is on the condition that the product is not damaged (we cannot offer this to batteries unless they are in there original packaging still).

If you change your mind after you have ordered the good, however before you have received them, then absolutely no problem we can either stop the order and refund them to you, or you can send them back and we can refund you.

If you change your mind then just contact us, and we will go from there.

Please note we cannot refund the freight part of the invoice.

5. I have changed my mind and want a different product or colour, can I swap it?

Absolutely. no problems.

Any time in the first 90 days of receiving the product from us, we will happily swap it for you. However this is on the condition that the product is not damaged (we cannot offer this to batteries unless they are in there original packaging still).

If you change your mind after you have ordered the good, however before you have received them, then absolutely no problem we can either stop the order and refund them to you, Once we have received the original product back we can swap it for the one you want and refund you the price difference if there is one.

If you change your mind then just contact us, and we will go from there.

6. I have a product I think you might be interested in selling?

Great,
We are always looking at extending our range, simply get in contact with us by email new@redmoose.co.nz and we will go from there.

7. I purchased a map of you and it has torn in the fold lines?

We will happily replace any map that is purchased from us in the last two years, if it becomes torn in the manufactured fold lines, just send it back to us, and we will send you out a new one.
However please note that this only applies to tears on the manufactured fold lines, and the damage must be due to fair wear and tear.

8. I purchased a BLUNT umbrella from you and it broke.

All BLUNT umbrellas come with a manufacturer’s two year warranty, which basically means if you break in two years from buying it (subject to fair wear and tear) then we will replace it.

9. My BLUNT umbrella flipped inside out, how do I revert it?

Hold the umbrella up and grab one of the rounded corners and pull it towards you, with enough force it should pop back the normal way.

10. Do you offer bulk buy discounts?

For some products yes, please contact us for more information.

11. I have spotted an error or spelling mistake the website?

WOOPS!

We have a creative workforce, and with that sometimes comes creative spelling, so if you spot a mistake somewhere please contact us by emailing us at WOOPS@redmoose.co.nz and if we agree it is a mistake we will send you a voucher as a thankyou.

12. I am trying to make a purchase, however I am having problems and I cannot complete the checkout process?

Please contact us ASAP on 0800 89 1313 and we will help, alternatively you can email us at WOOPS@redmoose.co.nz

13. What is POLi?

POLi allows you to make a payment to us using money straight from your bank account. POLi is safe and secure and lets you use your Internet Banking to make the payment. POLi has been operating in New Zealand since 2007.

Land Transport New Zealand (now the New Zealand Transport Agency) was the very first merchant to offer POLi payments to their customers, and since then many other government agencies, airlines, online retailers and billers have joined in to offer their customers a more convenient and safe way to pay.

Checkout POLi payments at Air New Zealand, The Warehouse, PB Technologies, Intercity, Nakedbus, Interislander, Jetstar, Top 10 Holiday Parks, and Harvey World Travel POLi is also available at a wide range on online shopping sites and you can even use POLi to buy gaming credits on Facebook.

And of course POLi is available on RedMoose

14. I am about to do the Te Araroa trail can you assist with resupply?

Yes we can assist you,  we are more than happy to source items for you that are above and beyond what we normally sell e.g. items from the supermarket.  We can get items delivered to any of the New Zealand post Offices that accept Poste Restante (Refer to NZ post for locations).  Or we can organise a resupply box for you at the Parawai Hutt located in the Tararua Forest Park

To organise this we will need to know what date you aim to pick up your resupply box,  so we can make sure it is there waiting for you.

Please note if you are after items that we normally don’t sell then there will be a 10% surcharge on top of the purchase retail price plus any acceptable freight charges. To set up a resupply or find our more information please contact us so we can assist you.

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