FAQS
ORDERS
What payment methods do you accept?
We currently accept payments via Debit/Credit Card, PayPal, Afterpay and LayBuy.
How do I know that my order was accepted?
Check your inbox. We'll send you email confirmation of your order shortly after your order has been placed.
How can I track my order?
As soon as your order has been received, we’ll flick you a confirmation email with a tracking number. You can use this tracking number to keep tabs on the status of your Poler goodies.
What if an item is out of stock?
If an item from your order is out of stock, we’ll let you know via email and a refund will automatically be issued to your original purchasing credit card. Please keep in mind it may take 1-4 business days for the funds to show up in your account(depending on your bank).
I never received a confirmation email. What should I do?
It’s a good idea to check your spam/junk folders. If you still have no luck, feel free to contact us at poler@blueyonder.co.nz. Our business hours are Monday to Friday, 9am-5pm NZT.
SHIPPING
All orders are shipped from our Auckland warehouse via courier. Orders can only be shipped within New Zealand.
We have two shipping rates available:
- North Island Orders under $120NZD: Express shipping for $6NZD
- South Island Orders under $120NZD: Express shipping for $10NZD
- Orders over $120NZD: Free express shipping
Orders are processed within 1-3 business days, and shipping times range from 3-10 business days.
How long will it take to receive my order?
Shipping times vary depending on your location. Typically, orders are processed within 1-3 business days, and shipping times range from 3-10 business days.
How do I know if my order has shipped? Can I track it?
As soon as your order has been shipped, we’ll flick you a shipping confirmation email. You can use the tracking number in that email to keep tabs on your Poler gear as it travels to you.
Do you ship globally?
At this stage, shipping is only available in New Zealand.
RETURNS/EXCHANGES
What is your return/exchange policy?
We want you to be completely satisfied with your new Poler gear. So if for any reason you're not 100% happy, you can make a return within 30 days of the purchase date.
Please note that all returned items must be in new, unused condition with original tags and packaging intact.
How to make a return
- Contact the Poler team at poler@blueyonder.co.nz to request a return authorisation number.
- Fill out the return form included with your order or download it here[link to return form].
- Pack the item securely in the original packaging, including any accessories, manuals and documentation.
- Clearly write the return authorisation number on the outside of the package.
- Ship the package to the address provided by the Poler team.
The refund process
Once we receive your return, we will inspect the item(s) and process your refund. Refunds will be issued to the original payment method used for the purchase.
Return shipping
Customers are responsible for return shipping costs, unless the return is due to our error or a defective product.
Exchanges
We don’t offer direct exchanges. If you need the same item but in a different colour or style, please get in touch with the Poler team(poler@blueyonder.co.nz) to initiate a return. You can place a new order for the new product(s) you want to purchase at any time.
What is your warranty policy?
All Poler gear is built with adventurous excursions in mind. Our Napsacks, Tents and Bags are fully warrantied with proof of purchase to the original owner against defects in material and workmanship for one year from date of purchase. This warranty does not cover damage caused by accident, improper care, negligence, normal wear and tear, or the natural breakdown of materials over extended time and use.
If you believe your product has a defect in craftsmanship, please email us at poler@blueyonder.co.nz detailing what the issue is and providing all original purchase information you can including the order number. We may require the defective merchandise to be returned for a warranty evaluation.