Frequently Asked Questions
Everything you need to know about gear, shipping, and returns.
How long does shipping take within New Zealand?
We aim to process all orders within 24 hours. Delivery typically takes 1-3 business days for the North Island and 2-4 business days for the South Island. Rural deliveries may take an additional 2 days.
What is your return policy on technical sports gear?
We offer a 30-day return policy on most items. Products must be in original, unused condition with all tags attached. Please note that for safety reasons, some technical climbing or safety equipment may be final sale.
Do you offer international shipping?
Yes, we ship to selected international destinations including Australia. Shipping costs and delivery timeframes are calculated at checkout based on your location and the weight of the items.
How do I know I'm choosing the right size?
Each product page includes a specific size guide from the manufacturer. If you are between sizes or unsure about the fit of a particular brand, our expert team is available via live chat to provide personalized recommendations.
Are your products covered by a warranty?
All products sold by BaseNZ are covered by the full manufacturer's warranty against defects. If you believe your gear has a manufacturing fault, please contact our support team to initiate a warranty claim.
Can I click and collect my order?
Absolutely. You can select the 'Click & Collect' option at checkout to pick up your order from our Wanaka storefront. You will receive an email notification as soon as your gear is ready for collection.