ONLINE STORE HELP

Location:

Cactus Outdoor Limited (Cactus) is based at 90 Fitzgerald Avenue, Christchurch, New Zealand. All our online store orders are processed and dispatch from our Christchurch location.


Delivery:

Orders are normally shipped the next day, outside of weekends, however there may be delays in particularly busy periods or when there’s powder to be skied. If you need to ensure your order is received by a certain date, you’re best to add a note to your order in the comments field or contact us before placing your order and we’ll do our best to help you. cactus@cactusoutdoor.co.nz

 

NZ orders:

Our standard service is a $10 track and trace courier anywhere in NZ, which takes 1-2 days from dispatch for urban areas, and up to 7 working days for RD deliveries. This is a flat rate for any sized order. Freight is free for New Zealand orders to be shipped to New Zealand addresses over $250.

Within New Zealand we use PBT couriers, so please don't use a PO Box shipping address as PBT don't deliver to PO Boxes. 

If you require overnight delivery (only possible to urban areas within NZ), please phone us on 0800 122 682 before 12noon and we will let you know the likely cost before confirming your order.


Australia:

Your parcel will be sent by courier and tracked, email or phone us on +64 3 374 9268 for details. Actual freight charges are based on weight and are shown when you enter your address in the checkout process.

Note that delivery may take a little longer than times stated for far flung places and during peak posting times, so if you are tight for time, email us or phone us on +64 3 374 9268 and we will check with our suppliers whether there is a better option.


Rest of the world:

Our standard service is an untracked airmail service, and delivery typically varies from 1-3 weeks from dispatch depending on location. If you would like your parcel sent by courier and tracked, contact us. Actual freight charges are based on weight and location and are shown when you enter your shipping address in the checkout process.

Note that delivery may take a little longer than times stated for far flung places and during peak posting times, so if you are tight for time, email us or phone us on +64 3 374 9268 and we will check with our suppliers whether there is a better option.


Cancellations, Returns and Refunds:

We offer a reduced risk online shopping experience. If what you received from us is not what you expected or does not fit, send it back to us unused with the original tags attached within 14 days and we'll either refund (including the freight charged on the initial order) or exchange depending on what you want to do. We'll cover the cost of sending out a replacement if you so choose.

The cost of your freight back to us is non-refundable (unless we’ve mucked up and sent you the wrong item, in which case we’ll refund you the costs of getting it back to us), so if you need more details about colours, fabrics etc., before you spend your hard earned dollars, drachmas or yen, just email us with your questions.

We'd suggest using track and trace courier when returning goods to us for your security as we cannot be responsible for returns that go missing, even though it will cost you more.

Note that customised items cannot be returned. If, when you receive your customised item(s), you find that you have made a mistake in your order, please get back to us to discuss options.

You cannot return a product you get just prior to us offering a special price because that's just taking the piss. 

This returns policy applies only to online sales and only to the person who paid for the goods.  You must email us and let us know prior to returning the product. Note that unnecessary freight is costly both financially and environmentally, so please choose carefully.

If you'd like a 'returns form' sent, email us here.


Overseas Orders

Our shopping cart has options for you to set up different addresses, such as a billing address and a shipping address. It's important to note that we send all documentation with the parcel. We do this so that the parcel has a smooth journey through the freighting and customs clearance processes. It isn't possible to send products without these documents, sorry.

Some countries have import duties and taxes which are not covered by our freighting service. You will need to enquire about these in your country. Please don't ask us to write anything dodgy on the outside of a parcel like "gifts only", we just can't risk it! New Zealand Goods and Service Tax is not collected on sales to overseas customers. The prices shown on our website include GST until  you enter your shipping information.

There are some restrictions on which countries we ship to. If the country you wish to ship to is not shown on the list of available countries, please contact us.

All prices are shown in $NZD and all sales are billed in $NZD. If you are using an overseas credit card, your credit card provider may charge a small currency conversion fee. If you are concerned about how much this might be, we recommend you check with your credit card provider before placing your order.


GST

Goods and Services Tax of 15% is collected on sales within New Zealand. GST is not collected on sales to overseas customers. Note that the prices shown on our website include GST until you either log in or enter your shipping information in the checkout process.


Additional Charges

There are no additional charges to the prices shown on our website other than freight as explained above.




YOUR PRIVACY

Our website privacy policy

In order to sell online we have to hold some of your private data. We seek to do this in as unthreatening a way as possible. Cactus Outdoor Limited. ('Cactus') uses information collected from its customers and visitors to its web site to enhance the services we offer to you and to improve your online experience. We take your privacy very seriously. This privacy policy sets out details of the personal information we collect about you and the ways in which we may use that information.

When do we collect personal information?

Cactus may collect personal information from you when you use our website. This is voluntary and requires your consent by way of signing up for a customer account or to our mailing list(s).

For what purposes will the personal information be used?

We may use the personal information for the purposes of contacting you to ask whether you are interested in any Cactus product or service and informing you of other Cactus products and offers, provided that you choose to receive this information.

Third party sites

Our privacy policy does not apply to third party sites that you may access from the Cactus website. You should therefore ensure that you are familiar with the applicable privacy policy before entering any personal information on a third party site.

Security

Cactus has implemented several security measures to ensure that your personal information is protected. In addition, Cactus uses SSL encryption to prevent third parties from accessing your personal information and other physical measures to prevent Cactus users from accessing the personal information of other users.

Changes to Privacy Policy

We recognise the importance of privacy to our customers and visitors, and intend to remain at the forefront of industry developments in this area. We will keep this policy under review and aim to incorporate advances in security technology as they develop.

Consent

By disclosing your personal information to us you indicate your consent to the collection, storage, processing and use of your personal information by Cactus as described in this privacy policy.

Secure Socket Layer protection

Our ordering process is protected by a SSL connection between your computer and our server protecting all those 0's and 1's from interception.

Currency

All prices shown on this website are in $NZD. All sales are billed in $NZD.




PAYMENT METHODS

We accept payment by credit card and direct deposit into our bank account. 

Payment via direct payment into our bank account: If you're unsure about credit card security or don't have a credit card, you can pay by deposit into our New Zealand bank account. This will make the order process a couple of days slower. For buyers outside New Zealand, please note that any bank fees charged for international bank transfers are your responsibility so please make sure you arrange the bank transfer and the fees accordingly.


Online stock levels

While every effort is made to ensure inventory levels are accurately recorded and kept up to date on our online store, there are humans with emotions and distractions involved in several steps of the inventory handling process. This could mean that what’s in the cardboard box on the shelf at times may not be what the computer reckons we have. There may be times when the product you think you have successfully purchased is in fact out of stock. In this case we will contact you and either refund you or place a backorder for the product, at your discretion.




WARRANTIES AND REPAIRS

All Cactus products are warranted to the original owner against faulty materials or workpersonship for the life of the product. We repair or replace at our discretion. This warranty in no way limits your protection under relevant consumer protection legislation.

If you have a warranty enquiry there are two options. Both require your product to be scrupulously, meticulously, immaculately clean. Our staff will not touch them otherwise and our precision machinery hates dirt so we'll have to send them back to you to be cleaned if your items turn up dirty...

1 - Contact the Cactus retailer from whom you bought the gear, or go see them with your cleaned product and proof of purchase, and they will get it to us. OR,

2 - Email or call us on 0800 122 682 or +64 3 374 9268 and we’ll set you up with a return number. Then write out your full contact details, a description of the problem, and pack it up with the proof of purchase. Return it to us directly using a tracked and/or insured freight method.

In either case we'll assess the product, determine if it is a warranty issue and either perform the repair or contact you to discuss the options.

If you have another type of repair you would like done, or a customisation, feel free to contact us to discuss it too. Please be aware that customisation is generally time-consuming and therefore expensive. It can also be difficult to achieve exactly the result you desire. i.e., we make no promises, but we are happy to talk about what we can do and for how much.

 



WEIGHTS, VOLUME, SIZING, AND COLOURS


Weights

Where quoted, these are as accurate as possible. For garments our standard is to measure a Large. It's tricky to accurately measure packs and things made out of fabric as it all depends how full you get them and how you pack them. We measure the main dimensions as accurately as we can with the product 'comfortably full'.

Volume

We live in New Zealand so our volumes are measured in litres. As a guide 1 litre is equivalent to 61.02 cubic inches (go Google calculator!). So a 10 litre pack would be equivalent to 610 cubic inches. Having said that no two manufacturers measure their packs the same way - we've seen packs that we'd call 30 litres rated as 45 while one manufacturer gave up trying to give a meaningful volumetric measure and just rated their bags by Bagel carrying capacity. We're honest and measure ours with accurately measured bags of polystyrene balls.

Sizing

Well again, we measure in metric units. Just remember that an inch is equal to 2.54 centimetres or 25.4 millimetres. So a 100cm long piece of string is roughly 40 inches long (so how long is a piece of string anyway!). If in doubt just type in something like "36 inches in centimetres" in Google - it'll sort you out!

Colours

We've tried hard to get pictures which represent our products faithfully, but no monitor truly portrays colours as they are in real life.

We're also working on showing you more colourways on each product page, so bear with us while we get that sorted.


 


 











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