Commonly 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

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....

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How do I become a BaseNZ Rider Rewards Member?

Easy Peasy: Sign up in-store or online when making purchases.

*Learn more about Rider Rewards here.

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How do you manage to provide year-ahead snow hardware? Is that a typo?

No, not a typo, a good question... the sun is not the only thing we see first in NZ!

Ski and snowboards hardware is released by manufacturers based on the Northern Hemisphere's calendar. The production for this hardware starts very early and the market in the Southern Hemisphere is very small in comparison. So the gear we get in NZ is the first off the manufacturers’ production line.

We are lucky enough to be able to pick up the upcoming Northern Hemisphere winter range before they even have snow on the hill. A blimen huge thank you to our suppliers on that one!!

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Do you offer gift wrapping?

We love presents and have no problem wrapping that gift up for you. Ribbon, bows, card, bells and whistles can be arranged, just get in touch with us and we’ll make sure it’s a gift to remember. We can also organise seperate billing so the gift goes as is and the receipts are sent to you.

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Is safe and secure?

We use the latest security technologies to ensure you are completely covered when purchasing items through our site. Our systems are constantly monitored to ensure all information entered by you is only seen by us.

We run constant updates on security file definitions and backups of our systems to a secure location to ensure we have your back.

Any credit card payment information entered when purchasing an item is automatically deleted when the sale is complete. If requested by you, however, we may hold credit card information in a secure location to steam line the phone/email order process, we have a number of customers that we provide this service to in order to provide them with the latest styles and the gear they require.

PLEASE NOTE – We will never request credit card information by email – NEVER NEVER NEVER send us credit card information by email. Should we require clarification of credit card details entered during a purchase we will contact you and provide you with the information we have and cross-reference with your information – it does occasionally happen that the credit card information entered is inaccurate.

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What is’s warranty policy?

What if there's something not quite right with my purchase? What are going to do for me? Warranty periods vary between products so your first step is to get in contact with us to discuss your specific warranty. When an item is returned to us we will contact you along with the manufacturer to discuss your options.

Our warranty policy in full.

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What is’s returns policy?

We always want you to be completely satisfied with your chosen product. If you are unhappy with the goods supplied for any reason please contact us before returning the item. You can return an item to within 30 days of purchase.

The item must be accompanied with original packaging, receipts and the filled out returns form that shipped originally with the item. (Note : Filling in the returns form with as much information as possible really speeds up the process.)

When an item is returned to us we will inspect the product and contact you to discuss further. We are online shoppers too and understand circumstances can vary between purchases – if you’re worried, drop us a call and we will fill you in.

Our warranty and returns policy in full.

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Being a well established business in the industry does have its advantages... If you can’t find it on our site or it is listed as unavailable we may be able to pull a few strings with our suppliers to get you what you need.

contact us 

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 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 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

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 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 – 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? (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  Instagrambecome 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 and we will get back to you soon as.

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