General

Who do I call when I need help?

• Please read through this page first. If you can't find the answer contact us on 0800-289927 or via the form above.

What happens if there is a technical error during my purchasing process?

• Please contact us at TheDeal

Where can I find more information about products and suppliers?

• Contact the supplier's website for their details
• If your query is product specific, please contact TheDeal

Is there somewhere where I can physically view the products?

• TheDeal does not hold any stock on site. Most stock belongs to the supplier and is last season's or cancelled orders. Some products are exclusive to TheDeal and cannot be viewed in a retail store
• We endeavor to provide accurate photographs and as much information as possible on the site but if you require more information please do not hesitate to contact TheDeal

I think I might have been charged twice for my order?

• Please contact TheDeal as this is most likely a Pre-Authorisation issue with your bank (not TheDeal)

Pre-authorisations are a ghost transaction that may appear on your online statements and exist as a safety net for should your item be out of stock (it prevents your card from actually getting charged). The way pre-authorisations work is your order amount is 'held' then 'released' as the supplier confirms your order. The held amount is the pre-authorisation and most banks release this immediately, however some hold onto it for a longer period of time. This is an issue with your bank/credit card issuer, therefore you would need to contact them to release your pre-authorisation

The amount showing on my online credit card transactions does not equal the amount on my confirmation email?

• Your order may have been coming from different suppliers and as each supplier confirms that your item is in stock, this amount is then charged in a separate transaction on your credit card
• Alternatively this could be because of a pre-authorisation issue (please read the previous question and answer)

How often do you add more products to TheDeal website?

• Almost every day. Our suppliers have more products coming on stream constantly so we'll always have new deals for you. We love sourcing great deals and bringing them to you.

Delivery/Shipping

How long will it take for my order to be delivered?

• Delivery times vary per product. Please consult the delivery tab on an individual product page for details
• Rural delivery may take slightly longer
• Products may not come together as they are coming from different suppliers located all across NZ

I still haven't received my order and it is outside of the time frame listed above. How do I go about tracking it?

• Please contact TheDeal with your order number

General Shipping Queries

Who sends my goods and when will they be shipped?

• Please refer to Delivery/Shipping for shipping times
• Once your order is confirmed by the supplier they will send your goods out to you as soon as possible
• Please note you will be charged before your goods get shipped out to you if you paid by credit card

Do the suppliers deliver to PO Box addresses?

• Generally most supplier's couriers do not deliver to PO Box addresses so it it best to provide a physical address in your Shipping Details

How are my items shipped?

• Generally most suppliers will courier your item to you
• If you have purchased a larger item, eg. furniture or gym equipment, a freight/transportation company is used

Why have I been charged so much for freight?

• TheDeal website automatically adds freight for each item ordered if you are purchasing from multiple suppliers, therefore freight needs to be attached per supplier
• Generally freight is able to be manually combined by TheDeal Customer Service Team when your order comes through to us if you are purchasing multiple items from the same supplier
• This may not be the case for heavier items such as furniture or fitness equipment
• Please be aware that not all suppliers allow for freight to be combined by generally for smaller and/or light items this is permitted
• Please note that all the prices including freight listed on our website are set by the supplier and not TheDeal

What if I am not home for the delivery of my order?

• If you will not be home during normal business hours, then a work address should be supplied instead of a home address
• Please provide your day time number or a cell phone number just in case TheDeal or the courier company need to contact you
• A note may be written in the "Additional Instructions" section advising the courier to leave the item on the doorstep etc but this is done at your own risk; nor the supplier, the courier company or TheDeal are liable if the item goes missing
• Please note that not all suppliers or the couriers that they use will be able to fulfill your delivery request (especially calling before delivery or specific delivery times as most couriers do not provide this service)
• A calling card will usually be left by the courier company for you to call them and arrange a suitable delivery time if you were not home for their delivery attempt

Do you allow pick-ups?

• TheDeal does not allow pick-ups as we do not hold any stock and are a web portal
• If the supplier does allow a pick-up, you will need to organise this through TheDeal prior to placing your order
• Please note that if you have arranged for a pick-up, certain suppliers may charge storage fees if the item is not collected within the pre-arranged time frame

What do I do if my goods are damaged?

• If the packaging is damaged even before it has been opened, please make a note on the docket that you sign that it is damaged, then notify the supplier. Their details should be located on the packing slip along with the package. If not, contact TheDeal immediately
• If the package is opened, then contact TheDeal immediately. Please take some photos if possible so we can show the supplier the damaged goods

If my order is missing a part, how do I go about getting it?

• Please contact TheDeal with your order number and query information

Payments

• All prices are quoted in NZ currency

What types of payments are accepted?

• We accept all Mastercard and Visa credit cards. Payments need to be cleared before the order is processed
• Credit card is the preferred method of payment solely because of the following reasons:
  • Should your freight need adjusting this can be done before your card gets charged
  • Your card won't get charged until your order is confirmed by the supplier
  • In the event that your item is out of stock, your credit card does not get charged

How secure is my transaction?

• In the shopping cart screens, your PC and our servers encrypt everything entered into your computer, such as credit card details, billing and delivery addresses. Because it is encrypted, information such as credit card details are indecipherable over the Internet

In addition to the above there are secure processes built into thedeal.co.nz that ensure:

1. Every order is logged in a database that is regularly backed up
2. Every order has a unique Order ID
3. All payment details can only be retrieved in an encrypted session
4. Confirmation emails of your order are sent to your email address

What is your policy regarding credit card fraud?

• At TheDeal we realise that credit fraud is an unfortunate fact. Therefore we have taken steps to minimise the risk
• By investing in such a sophisticated backend system we have implemented RMProfiler developed by Estar Online. This system is a sophisticated management tool designed specifically to help detect attempted fraud by customers
• Your credit card is encrypted over a secure connection

Privacy and Security

Do you use cookies?

• Session Cookies, these are temporary cookies that remain in the cookie field of your browser until you leave the site. We use them to maintain your login (so that you stay logged-in until you wish to log out), and to remember your preferences for things like forms and searches
• If you disable these cookies, you will not be able to stay logged in, you will never be able to see more than the first page of your search results and you will not be able to register a login for the first time. You have the ability to accept or decline these cookies by modifying the settings in your browser

What will you do with my details when I register?

• Your customer details are confidential to you and to thedeal.co.nz. Delivery address details are given to the supplier when you order a product from their range from our site. We do not give or sell this information to other organisations

What is your privacy statement?

• Please see our Privacy Policy page

Returns, Cancellations and Warranties

What is your cancellation and returns policy?

• Please read the Supplier Terms available for each product on their listing under the Terms & Conditions heading
• Please contact TheDeal immediately if you placed an order incorrectly depending on how far along the order process, TheDeal may or may not be able to adjust your order
• Please note that TheDeal cannot adjust colour, size, add or take items away from your order unless it is just the quantity that needs changing

How do I return a faulty product?

• Please contact TheDeal who will advise you where to return the product. In some cases the supplier may arrange for the order to be picked up.
• Once the product has been safely received by the supplier as per their terms and conditions a refund will be given which takes between 1-3 working days to clear on confirmation by the supplier

If I've changed my mind about my purchase after receiving it (i.e. my shirt doesn't fit, it's not suitable), what can I do?

• Please see the supplier's terms on their product listing about their conditions for returns first. You can contact TheDeal to also liaise with the supplier and see if they will allow for a return
• If the supplier does allow for a refund on safe return of their goods, this will be less freight and you will be responsible for getting the item safely couriered back to the supplier
• If you want an exchange you will have to pay for the full freight costs which will either be charged to your credit card or you will need to deposit the quoted freight amount in order to receive your replacement from the supplier
• Alternatively when you send your order back after first arranging with TheDeal, you can place a self-addressed pre-paid courier bag for the supplier to send your replacement item back to you
• Please always inform TheDeal FIRST if you wish to do any of the above because the item you are after may possibly be out of stock and TheDeal will also walk you through the process and requirements for your exchange

Where can I find out Warranty Information about a product?

• This should be listed under the product's listing on site entitled "Product Warranty"
• If not, you can contact TheDeal