Orders and Payment

  • My order is incorrect or missing items, what do I do?
    Please email us with your order number and a photo of what you received and we will advise the steps required to rectify this for you.
  • What Payment Types do you have?
    We accept Credit Card, Automatic Bank Transfer via Poli Pay, Afterpay, Laybuy, Zip* (Please note Zip is not available in store) and Manual Bank Transfer.
  • How do I use the bank transfer payment method?
    Once an order is placed using a bank transfer as the payment method, you will receive an email with our bank account information, order number to use as reference and the amount to transfer. Once the payment has cleared, your order will be released to our warehouse team to be picked. Due to the manual nature of bank transfer please expect a slight delay. It's important to include your order number as the reference so we can identify your payment and the correct order. Our bank transfers are checked daily. Please note, we reserve the right to cancel orders where payment has not been recieved within 2 working days. 
  • Can I cancel an order?
    If you would like to cancel an order that has not been shipped, please email our team to get this sorted. Please note, if your order has already been collected from us by NZ Post, you will need to return this following our returns procedures.
  • Can I substitute an item in a specific deal or bundle?
    Unfortunately, items in stacks/bundles are not able to be exchanged.
  • How do your Gift Cards, Coupons and Credits work?
    Please use the Gift Card code in the Gift Card section of the checkout. A discount code needs to be entered into the coupon code section of the checkout. If you require a credit, this will be issued as a gift card.
  • Is my credit card information safe?
    Yes, we use Windcave as our third party payment provider.
  • My card was charged but my order didn't go through.
    Please email with us and we will look into this for you.
  • Do you offer click and collect?
    Unfortunately, we aren’t able to offer click and collect at this time. If you would like to pick something up from a particular store, give the store a call and they will be able to help you.
  • Can I purchase stacks and combos in store for the same price?
    Unfortunately, store stock availability may prevent the stores from honoring stacks/bundles. We will try to honor these where we can. Combos containing the Meal and Fitness plans are unavailable through our retail stores.
  • Free Gifts
    Unfortunately, we may run out of stock of free gifts, if this is the case we will try to substitute this for a similar item where available. Free gifts advertised online may not be available in our retail stores.
  • Can we swap items from a mystery box?
    Unfortunately, our mystery boxes are predetermined and we are unable to swap items for you.
  • Why is my discount code not working during a sale?
    During site wide sales with heavy discounts, not all discount codes are active.
  • What does my order status mean?
    Processing Order placed
    Packing Order with warehouse team
    Ready for courier Order packed, waiting on courier pickup
    Shipped or Complete Collected from us by NZ Post