Frequently Asked Questions
Everything you need to know about shopping at BaseNZ
What is your return policy for technical gear?
We offer a 30-day return policy on most items. All technical gear, including skis, snowboards, and outerwear, must be in original, unused condition with all tags attached to qualify for a full refund.
How long does shipping take within New Zealand?
Standard shipping typically takes 2-4 business days. For rural deliveries, please allow an additional 2 days. You will receive a tracking number via email as soon as your order leaves our warehouse.
Do you offer professional boot fitting or ski mounting?
Yes, we provide professional mounting services for all skis purchased through our store. For boot fitting, we recommend visiting our physical location to ensure the most accurate contouring and comfort.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, Amex), as well as buy-now-pay-later options like Afterpay and Laybuy to help you get your gear on the mountain sooner.
Are your products covered by a warranty?
All products sold by BaseNZ are covered by the manufacturer's standard warranty against defects. If you experience an issue with your equipment, please contact our support team to initiate a warranty claim.
How can I track my order?
Once your order is dispatched, you will receive an automated email containing a tracking link. You can also log into your BaseNZ account to view your order history and current shipping status.