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      FREQUENTLY ASKED QUESTIONS


      Got a burning question about one of our products or looking to learn a cheeky bit more about BaseNZ? We've thrown together some of our most frequently asked questions below.


      Can't find what you are looking for here? Get in touch with the team!











      Shopping with BaseNZ.com



      Returns and Exchanges




      Shipping and Delivery



      Find our stores & a little history





      What are BaseNZ Rider Rewards?


      We’re super stoked that you have chosen to shop with BaseNZ and we want to make sure you feel the love from us to say thanks!


      As a member of our Rider Rewards Programme, we will hook you up with $10 of credit for every $100 you spend on our products online (not including already discounted or sale items). Yup. That's how we roll. You can spend them on any of our products-actually, this diagram probably describes it better....




      And on the rare occasion we can’t get our hands on it we will point you in the right direction and tell you straight up what your chances are of getting the goods.


      Note: On custom or special orders we may require a deposit before proceeding with the sale – case in point, the size 18 snowboard boot, now that’s a big foot! Give us a shout, we’ll do our utmost to sort you out.


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      What are your opening hours?


      We never really stop working but occasionally do sleep – depending on our coffee intake. We roll 9am-7pm (7 days June to Sept), 9am-6pm (Oct to May). If it’s after hours send us an email to shop@basenz.com with your query & any info we might need to answer your question and we’ll get back to you first thing. Alternatively, give us a call and leave a detailed voice mail, we’ll get back to you when we wake up. For shop (BASENZ, SOUTHBEACH) hours click here.


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      Shipping & Delivery


      How much time will it take for my item to arrive?


      I’ve paid for it, now where is it? If an order is placed before 12:00 and the item is in stock we aim to get it out the door on that day. Items usually take 1-3 Business Days (NZ Nationwide) to reach you, a Rural Delivery may take an extra day depending on the local delivery service. It may occasionally happen that the crew on the shop floor have done too good a job and sold all of the stock of a particular item that is listed as available on our website, in this case the stock will have been reordered and usually adds a few days to the delivery time. If you want to know more check the shipping times on the product page you ordered off. If there is going to be a delay in delivering your order we will contact you and ensure you know what’s going on.


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      How much does shipping cost within New Zealand?


      FREE FREE FREE FREE FREEEEEEEEEEEEE, yes it’s free. That’s how we roll.


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      What shipping method does BaseNZ.com use?


      We ship smaller items overnight with CourierPost and larger items like Skis/Snowboards/Helmets/Boots/Bindings on a 2 day service with PBT.


      Orders are dispatched Monday through Friday. Each order is accompanied by a specific tracking number relative to your purchase. We will email you your tracking number and details of how to track your item when the goods are dispatched.


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      Do you ship internationally?


      Yes, we ship internationally with TNT and NZ Post. When an international order is placed our website will crunch the numbers and provide you with the shipping cost and an estimated delivery time. International shipping delivery times vary so we will be in contact if shipping time is delayed.


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      How can I find out what’s going on with my order?


      If your order still says processing then you are all good, we just haven't shipped it yet. Once it has been shipped you will receive an email from us with a tracking number specific to your order along with details of how to track your order – You’ll be able to see exactly where it is. If you are unsure of what’s going on or don’t have access to your email, drop us a call and we will fill you in.


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      I need to talk to someone about my order – How can I get in contact with BaseNZ.com?


      You can get in contact with us by phone or email. We have a toll free phone line – 0800 BASESHOP (0800 227 374) as well as our office line – 03 443 6698.


      We never take our foot off the pedal here at BaseNZ.com... but occasionally we miss a call as we are dealing with another customer. Please leave a detailed message and a contact number and we will get back to you as soon as.


      Alternatively the best way to get in touch with us is by email – shop@basenz.com. The more information you can provide the better, we can compile options or check availability easily, so when we get back in touch with you we can get you the information you need.


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      Returns & Exchanges


      What do I do if my gear arrives damaged or it’s not what I ordered?


      Unfortunately, it does occasionally happen. Give us a call/email and we will jump into action.


      We do our utmost to ensure purchased goods are correctly shipped and delivered in the condition you would find them on our shop floor. But orders are sometimes damaged in transit or incorrectly shipped. We have a great relationship with our freight carriers and have policies, which we implement immediately should this happen.


      Our warranty and returns policy in full.


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      How can I exchange/return an item?


      You can exchange/return an item within 30 days of purchase. In a case where you are unhappy with the goods supplied and wish to exchange for a different item please contact us first before sending the goods back. We will inspect the item on receipt and contact you to discuss options.


      Should there be a difference in price between the items the money can be refunded/charged to the credit card or we can credit/deduct the difference from you online Rider Rewards account.


      Circumstances vary between exchanges, we understand and treat every exchange specific to your needs.


      Our warranty and returns policy in full.


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      What is your return address?


      BaseNZ.com (returns),
      39 Helwick Street,
      Otago, 9305,
      New Zealand


      If you are returning an item, please contact us first as it will speed up the process of resolving your issue immediately.


      contact us


      If you wish to, for example, change a size, we may not have the required item in stock. So we can check and reserve it with the supplier before we receive the return and ensure we can fulfill your order. LET US KNOW FIRST!!


      Our warranty and returns policy in full.


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      Do you have a store I can walk into and buy gear off the shelf?


      Not one but TWO, located in the picturesque town of Wanaka we have two stores, BaseNZ and also our bike shop Bike Lounge, both on Helwick St. However not all product that you see on the our website is available instore. Our friendly staff can most likely find you something equivilant or maybe even better! We also have a rental facility holding the newest hardware/outerwear to cover all performance levels and needs, BASE Ultimate Rentals. We replace our hardware every two years to ensure we are up to date with the best technology and ensuring we can provide you with the highest quality gear. Finally we have one of the hardest working workshops in New Zealand, or crew work tirelessly to ensure all your tuning and repair needs are fulfilled to the highest standard. With state of the art equipment and years of experience the guys have been known to work miracles as well as keeping the rental fleet it top condition. Check out BASE Ultimate Workshop.


      COMING SOON... BaseNZ / Southbeach / Bike Lounge / Base Ultimate Rentals in 5 Mile, Frankton Queenstown!


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      How can I find you?


      Head for paradise – We are located in Wanaka, New Zealand, a stone’s throw from the picturesque lake and nestled between the Southern Alps snow playgrounds.


      With Mt. Aspiring National Park nearby and an endless number of sights, Wanaka is one of the most beautiful places on earth – yes, we are a little biased but justifiably so. The town has its own charm and something that can’t be described but has to be experienced. We are privileged to work and live in this gem of a location.


      Follow this link to get directions and all our contact information.


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      What about Social Media - Facebook and Twitter – How can I keep up to date with what’s going on?


      Ah modern technology! We are constantly filling you guys in on new product releases and advancement in technologies in the industry, as well as the shenanigans’ we can fit in between meeting your expectations and spending time in the office hammock. You can follow us on Facebook and Instagram, become a fan, a friend or both! We love our work but we also like to play!


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      How long have you been around?


      Back in 1999, BASE founders, Brent & Chris settled in Wanaka after many seasons chasing fat pow in resorts across the globe. They turned their passion for skiing and snowboarding into their first business, Base, right in town.


      The shop opened up and specialized in streetwear, ski & snowboard outerwear and hardware. A small ski and snowboard rental unit, operated out the back and the workshop operated out of the garage under the art centre.


      And the small BASE crew of 8 went to work, doing everything in their power to make the shop a leader within the snow community.


      The boys expanded their business and in winter 2003 Base Ultimate Rentals opened its doors across the road. With a whole new team working in rentals, the business was growing, and fast.


      In 2005, Base entered the online market: now we were able to hook up skiers and snowboarders from all over NZ, and provide rental gear for holidaymakers, globally.


      Flash forward to present day and Base is still holding true to its roots, online and in store.
      Our goal is for you to get the most out of your riding every day. Go well. Live large


      BASE - Living it since 1999...


      Your question not here? Give us a call on 0800 BASESHOP (227374) or email us at shop@baseNZ.com and we will get back to you soon as.


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