YOUR QUESTIONS ANSWERED

International Orders

Delivery costs & shipping will be calculated during the checkout process. We offer tracked and non-tracked options depending on where you live. For more information please contact usat [email protected]

Do I have to pay import taxes / duties?

It is possible - depending on the laws of your country. If any duty or import taxes do apply to your order, then you will be notified once the order arrives in your country, you are responsible for taking care of these Taxes / Duties should they occur.

Help, I am having problems entering in my shipping and billing details in the checkout?

To make our website more intuitive we use the Google Maps API to auto-suggest your delivery address. When you start typing your address, Google with locate or suggest your address and use this to automatically populate as many details (e.g. Suburb, Town and Region) for you. If Google's suggestion is not accurate, please manually edit these fields in the checkout to ones that you know best match your local courier. For any further problems, please contact us at [email protected] . Please note, our couriers do not allow PO Boxes for deliveries. If you prefer to use a PO Box as your delivery location, please use the physical address of your PO Box.

Stoney Creek is committed to providing quality products to our customers. We understand some of the challenges of buying online. If for any reason you are not completely satisfied with your online purchase you will be able to exchange this for a different size or request a full refund (excluding freight) if;

- You return the product within 14 days of receiving your order
- You provide proof of purchase
- You originally purchased the product with the intention of keeping it
- The item is unused and with all tags and labels still attached

For items purchased in store at your local retailer please take your items back to the store you purchased them from.

To return products to Stoney Creek, please complete the Returns Form and include the email that is sent to you inside your package and send it to Stoney Creek. Please clearly print your Stoney Creek Website Order Number and your name on the back of the package so we can match it up with the online form.

ATTN: Returns
Stoney Creek
51 Glenlyon Ave
Greerton
Tauranga 3112
New Zealand

All extra postage costs incurred in a return or an exchange shall be covered by yourself. We do not pay for shipping costs of returning items to our warehouse.

All sale and clearance items are final sale and are strictly non-returnable and non-refundable.

For all returns, (except where the item is faulty) you are required to pay/arrange for return of the product. Please note, international customs duties and sales taxes are not refunded for shipments outside of New Zealand.

If a refund is required, shipping charges from the original order are non-refundable.

Stoney Creek gear is built to withstand the harshest conditions; however, we realise that there are sometimes situations that cannot be avoided. If your gear is damaged or needs repair please fill in the warranty and repairs application form.

If the damage is due to incorrect use or general wear and tear, our repairs team will give you an estimate of the repair cost. If the damage is due to a fault in the item, Stoney Creek will either repair the garment at our cost or the item will be replaced.

Where a product is faulty or damaged due to manufacturing faults we will at our discretion, either:
- repair the product; or
- replace the product; or
- give you a full refund.

Any gear sent to Stoney Creek for assessment or repair must be clean, so please wash your gear before bringing it in to your retailer or posting it to us. Any gear that’s not clean upon arrival will not be assessed or repaired and will be returned to you.

How do I know which size to order?
When choosing your products online, please check any sizing queries against our measurement chart. We have a size chart to help you clearly determine the best size for you. Please note we have different sizing for men and women. For full details, please consult the sizing chart on your product page.

I’m having trouble placing my order online.

If you are having difficulties placing your order online, there are a number of options, you can call our Customer Service team on +64 7 541 1557 or email [email protected]

Once I have placed my order, can I change it?

Once you have placed your order you will not be able to change it online, however you can email [email protected] or call +64 7 541 1557 and our Customer Service team may be able to assist you if your order has not been fulfilled.

Can I track my order?

Our freight partners offer tracking, you will receive an email once your order is shipped with a link to track your delivery. Please note if your address doesn’t show up in our freight partners system then you may not get a tracking link. You can request your link by emailing [email protected] or call +64 7 541 1557 and our Customer Service team can email you the tracking link.

PRICING AND PAYMENT

We accept payment by credit card (Mastercard or Visa). We do not record your credit card details. Credit card payments are made using the Stripe secure payment system. If you don’t have credit card please call us and we will be able to make other arrangements. All products listed on this site in USD and all payments are in USD.

Stoney Creek is a NZ owned business and the name Stoney Creek (Est 1994) Ltd will appear on your cardholder statements for any transactions made through this website. Overseas payments will be charged to your credit card by your provider at their prevailing exchange rate on the day your credit card is charged.

I have forgotten my password how can I reset it?

Yes, simply click on the forgotten password link and you will receive an email to reset your password. If you are having difficulties accessing your account, please contact [email protected]

Do I need to set up an account to make an order?

You don't need an account to place an order - simply checkout as a guest. We recommend creating an account as you can then save your order and delivery details .

My promo code won't work?

Check that you have registered an account with us. To do this you can go to register in the top right-hand corner of the website. If you are having difficulties signing up, please contact [email protected].

I have registered but my promo code still won't work?

Check that there are no prerequisites with your promo code. Some of our codes can not be used on products that are already on sale and you need to spend a certain amount before they can be applied to your cart. Please also make sure that it is a promo code and not a gift voucher than needs to be entered into the gift voucher field at checkout. If you are still having issues with your promo code or are unsure if you have a promo code or gift voucher please email [email protected].

My gift voucher won't work?

Check that you have registered an account with us. To do this you can go to register in the top right-hand corner of the website. If you are having difficulties signing up, please contact [email protected].

I have registered but my gift voucher still won't work?

Check that you have entered the code into the gift voucher field at checkout and not the promo code field. If you are still having issues with your gift voucher please email [email protected].