FAQ

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! CONTACT US

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 Loyalty Programme, we will hook you up with 1 Rider Reward for every $1 you spend with us in store and online. Just make sure you use the same email address for your online purchases as the one you give us in store. These points add up to all sorts of savings you can spend all at once, spend some of OR save them up for that big purchase you know you want a great deal on. 

How do I join BaseNZ Rider Rewards?

Easy Peasy: Sign up in-store, online when making a purchase or here.

How do you manage to provide some year-ahead ski gear? 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 huge thank you to our suppliers on that one!

Do you offer gift wrapping? 

We love presents and have no problem wrapping that gift up for you even if you purchase online. 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.

Is BaseNZ.com 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 so we cant even access it. If requested by you, however, we may hold credit card information in a secure location if you prefer to place an order over the phone or email, 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.

What is BaseNZ.com’s warranty policy?

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

What is BaseNZ.com’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 Basenz.com within 30 days of purchase.

The item must be accompanied with original packaging, receipts and a filled out returns form that you can download HERE. (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.

Full return information can be found HERE

I can't find what I am looking for on your site, can you get it in for me?

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.

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 full payment before proceeding with the sale – case in point, the size 18 snowboard boot, thats a fun size to get stuck with! Give us a shout, we’ll do our utmost to sort you out.

What does it mean when it says Online Only?

We are lucky enough to have some awesome supplier in NZ who let us sell products that are in their warehouses. We try to keep this stock up to date as much as possible but sometimes it can be out so if you have your heart set on something then give us a call or email and we can double check it is available and get it held for you.

What are your opening hours?

We never really stop working but occasionally do sleep – depending on our coffee intake.

Online, we roll 10am-3pm Monday to Friday (some of us have kids ya know).

The shops in Wanaka and Queenstown are open 7am to 6/7pm in the winter and 9am to 6pm in summer.

If it’s after hours and you have a burning question, 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 ASAP. 

Alternatively, give the shops a call CONTACT US.

Shipping & Delivery

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

I’ve paid for it, now where is it? Most orders take around 12-24 hours to get out the door and onto the courier. Small 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. Larger items around 3-5 days depending on where in the country you are.

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.

How much does shipping cost within New Zealand?

We ship for free within New Zealand as long as your order is over $50. Easy.
If you do order something under $50 we try to keep our shipping costs as low as possible 
so you won't be scared off at the checkout. Around $4 for normal - $6 for rural is generally what you 
are looking at.

What shipping method does BaseNZ.com use?

We ship smaller items overnight with CourierPost and larger items like Skis/Snowboards/Helmets/Boots/Bindings/Goggles on a 2-4 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. 

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.

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.

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 (Monday - Friday 10am-3pm)

We try to catch everyone who calls... but occasionally we might miss your call for one reason or another. Please either call back if it is within our business hours or email us on shop@basenz.com with as much info as possible.

We don't have voice mail.

Alternatively you can call one of our stores and they may be able to assist you.

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. 

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, this way we can put aside your exchange or let you know if it is available or not.

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 back to your original pay method 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.

Please note if you wish to return an item that is not damaged, faulty or incorrect there is a $5 restocking charge.

Exchanges will incur a shipping charge of $4 for small items and $10 for larger items.

Sale items can only be exchanged or credited.

What is the BaseNZ online 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. 

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.  

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

Not one but THREE! Located in the picturesque towns of both Wanaka and Queenstown.

In Wanaka we have BaseNZ and also our bike shop Bike Lounge, both just down the road from each other on Helwick St. 

Then over the Crown Range is our Queenstown store which also has our Bike Lounge Store within it. Not all product that you see on the our website is available in-store. Our friendly staff can most likely find you something equivalent if you ask!

We also have a ski and snowboard rental facility that runs out of both stores in winter 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. 

Are you guys on social media?

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!

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? The best way to get in touch with us is to email us at shop@basenz.com or click on the Contact Us link below. Otherwise feel free to call us on 0800 BASESHOP (227374) between 10am and 3pm Monday to Friday.

CONTACT US