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Frequently Asked Questions

Shipping FAQs

When will I receive my order?
Once we receive your order, we’ll aim to dispatch it by the end of the following business day, probably earlier. Once dispatched, you can expect your order to arrive the following business day, unless you’re at a rural address which will take a little longer.
Once your order has been dispatched, you’ll receive an email from us with the tracking number for delivery.

What does shipping cost?
Shipping is a flat rate based on your region. Auckland is $4.50 (excl. GST), the rest of the North Island is $6.00 (excl. GST), and the South Island is $6.50 (excl. GST). The shipping fee is automatically calculated when you enter your shipping address.

Why do I need to sign for my order?
Our courier requires a signature because many of Smartpay parcels include terminals and we have a compliance obligation to require signature for these. Unfortunately you can’t override this with the courier company, even for paper rollls.


Payment FAQs

How can I pay for my order?
We accept Visa and Mastercard credit and debit cards as well as American Express.

Can I be invoiced for my order instead?
You can only pay for an online store order by credit or debit card. If you’re an existing Smartpay customer and you’d prefer to be invoiced for your order, you’ll need to phone us on 0800 476 278 to make an order. Please note, if you are invoiced you’ll need to make a direct credit payment to our bank account to pay the invoice as it won’t be added to your existing direct debit.

How do I use a coupon code?
Once you’ve added items to your shopping cart you’ll be able to enter your coupon at the checkout.

How will I get a receipt for my order?
Once you have paid for your order, you’ll be emailed an order confirmation which includes your GST receipt.


Product FAQs

How do I know which terminal I have?
Your terminal should have a serial number on the front screen. If the labels are missing or you’re not sure, give us a call on 0800 476 278.

What if I change my mind about something on my order?
Give us a call on 0800 476 278. If we haven’t dispatched your order we will try to make the change for you and refund any difference to the card you made payment with. Unfortunately once shipped, we can’t make changes to your order.

What happens if you don’t have something I order in stock?
We’ll give you a call as soon as possible to let you know and suggest an alternative if possible. If we can’t fulfil all the items in your order we will process a refund to the card you paid with.

What happens if there is something wrong with my order when I receive it?
Give us a call on 0800 476 278 or email info@smartpay.co.nz and we’ll do our best to put it right, quickly.

How do I view an order?
Log in to ‘Your Account’ (top right hand side) and click on ‘View Orders’.