FAQs

How can I contact HobbiXchange?

You can email us at support@HobbiXchange.co.nz or open up a chat where our customer service team will be happy to help you with whatever you need!

Do you ship worldwide?

Yes

 

Where do you ship from?

We ship from New Zealand.

 

When will my Preorder arrive?

All preorders will have date allocated to the release of a product which is displayed on the product page. If a preorder changes we will be in contact to let you know.

 

Can I change or cancel my order?

As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments also Laybuy & Afterpay is available.

When will my order be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

How long will it take to receive my order?

For New Zealand It will usually take around 2 -3 days as long as you have not ordered products on back order or products supplied by external providers

For international due to high demand, orders may take between 2-4 weeks to arrive.

What if I don't receive my order?

Please contact us as soon as your aware of this.

Will I be charged with customs and taxes?

GST is added to the products final price - no additional charges.

 

How do I return an item?

Please contact us at support@hobbixchange.co.nz

What if the item(s) I received are defective/incorrect/damaged?

Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible, we will also need the product sent back to us for inspection.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.