Frequent Asked Questions
Have a common question? Hopefully we've answered it below
Shipping Information
We use the following freight companies:
- New Zealand Post (National & International)
- DHL (National & International)
- Castle Parcels (New Zealand only)
- Owens Transport (New Zealand only)
- MOVe Logistics (New Zealand only)
The current estimate time of arrival is:
-
Castle Parcels, Owens Transport & MOVe Logistics
- 1 - 3 Business Days
-
DHL
- 1 - 3 Business Days (New Zealand)
- 7 - 14 Business Days (International)
-
New Zealand Post
- 1 - 3 Business Days (New Zealand)
- International - see here:
- https://www.nzpost.co.nz/business/shipping-internationally/world-zones
We take care to ensure orders are appropriately packaged before dispatch; however, damage can occasionally occur while goods are in transit.
Where possible, please inspect your parcel or item before accepting or signing for the delivery. Check the packaging for obvious damage, crushing, punctures, tears, water damage, missing items or signs that the package has been opened or tampered with.
If there is obvious damage or tampering at the time of delivery, please:
- Do not accept the delivery where reasonably possible, or ask the courier to record the shipment as damaged before signing for it.
- Take clear photographs of the packaging, shipping labels and any visible damage.
- Do not discard the packaging, as the courier or freight company may require it when assessing a claim.
- Contact us as soon as possible with your order details and photographs so we can assist with the freight claim.
Freight companies generally have strict time limits for reporting transit damage, so it is important that any damage is reported to us promptly. Delays in reporting damage, disposing of the packaging, or installing or using a damaged item may affect our ability to make a freight claim.
Large and oversized items: Items such as bonnets, bumpers, body panels and other large or fragile products have a greater risk of damage during transportation. These items should be thoroughly inspected at the time of delivery and any visible damage recorded with the carrier immediately.
NOTE: Acceptance or signing for a delivery does not necessarily prevent you from contacting us about damage that could not reasonably have been identified at the time of delivery. Nothing in this policy is intended to exclude or limit any rights you may have under applicable New Zealand consumer law.
We can ship to all P O Boxes located within New Zealand excluding large items (bonnets, bumpers, etc). If you're unsure if an item can be shipped to you, don't hesitate to get in contact with us.
As part of Automotive Warehouse's commitment to sustainability and reducing unnecessary waste, we reuse suitable packaging materials wherever practical.
The automotive industry generates a significant amount of packaging through the movement of parts between manufacturers, suppliers, warehouses and customers. Rather than disposing of perfectly usable materials, we give them another life by reusing boxes, cartons, protective wrapping, cushioning and other packaging when preparing customer orders.
This means your order may occasionally arrive in a box or packaging that originally contained another product or carries branding from another manufacturer or supplier. This does not mean you have received the wrong, used or previously returned product — we're simply making responsible use of packaging that would otherwise go to waste.
- Reuse before disposal: Where packaging remains clean, suitable and structurally sound, we will try to reuse it rather than unnecessarily sending it to landfill or recycling.
- Product protection comes first: We only reuse packaging where we believe it provides suitable protection for your order during transportation.
- Branding may vary: Your parcel may arrive in packaging displaying another brand, manufacturer, supplier or product. The packaging is not necessarily representative of the product contained inside.
- Recycled materials: We may also reuse cardboard, paper, protective filling and other suitable materials received with our incoming stock.
- Less unnecessary packaging: Where an item is already suitably protected, we may avoid adding additional packaging simply for presentation purposes.
All stocked items are shipped from our warehouse that is located in Christchurch, New Zealand. Currently there is no pick up option available.
Absolutely! Automotive Warehouse can ship most products internationally to customers in over 170 countries.
International shipping availability and pricing will depend on the destination, size, weight and type of product being ordered. Some products may also be subject to carrier restrictions, dangerous goods requirements, customs regulations or import restrictions in the destination country.
Large and oversized items, such as bonnets, bumpers, body panels and other bulky products, are generally not recommended for international shipping due to the high freight and handling costs involved. In some cases, international freight may cost considerably more than the item itself.
- Customs & import charges: Any applicable customs duties, import taxes, tariffs, brokerage fees or other charges imposed by the destination country are the responsibility of the purchaser unless otherwise stated.
- Delivery timeframes: International delivery times vary depending on the destination and shipping service selected. Customs processing may also cause additional delays outside our control.
- Shipping restrictions: Certain products may not be eligible for international shipping due to their size, weight, contents or carrier and destination-country restrictions.
- Tracking: International tracking will be provided where it is available with the selected freight or courier service.
- Local requirements: The purchaser is responsible for ensuring that the item can be legally imported into their country and complies with any applicable local requirements.
Please get in contact with the freight company your order was sent on. Make sure you have your tracking number ready - both the freight company and tracking number can be found your "Completed" e-mail.
- New Zealand Post - 0800 501 501 (International: +64 9 977 0102)
- Castle Parcels - see branches
- DHL - see branches
- Owens Transport - see branches
- MOVe Logistics - see branches
Currently we do not offer this service.
For orders shipped outside of New Zealand, the purchaser is responsible for any import duties, taxes, tariffs, customs charges, brokerage fees or other costs imposed by the destination country or its authorities.
These charges are separate from the product and shipping costs paid to Automotive Warehouse and, unless specifically stated otherwise, are not included in the price of your order. We have no control over whether these charges will apply or how much they may be.
Customs requirements and charges vary between countries and can change without notice. We recommend checking with your local customs authority or relevant government agency before placing your order if you are unsure what additional costs may apply.
- Import charges: Any applicable duties, taxes, tariffs, customs clearance charges, brokerage fees or similar costs are the responsibility of the purchaser.
- Customs clearance: The purchaser is responsible for providing any information or documentation required by their local customs authority or freight carrier to clear the shipment.
- Customs delays: Automotive Warehouse is not responsible for delays caused by customs processing, inspections or other border clearance procedures outside our control.
- Refused or unclaimed shipments: If an international shipment is refused, abandoned or returned because applicable import charges were not paid, any costs incurred in returning, storing or disposing of the shipment may be deducted from any refund that may otherwise be due, where permitted by law.
Orders & Payments
Placing an order with Automotive Warehouse is easy and can be completed in just a few steps:
- Create an account or log in if you already have an account with us.
- Add the item(s) you require to your cart. Before ordering, we recommend checking the product information and compatibility to make sure you're ordering the correct part.
- Proceed to checkout and enter or confirm your billing, delivery and contact information.
- Select your shipping and payment method, review your order details and complete your purchase.
Need some help? If you're having trouble placing an order, can't find the item you're looking for, or have a question before purchasing, please contact us and we'll be happy to assist.
NOTE: Please take a moment to check your order, application compatibility and delivery details before completing your purchase. If you're unsure whether a part is suitable for your application, we recommend contacting us before placing your order.
An item is placed on backorder when it is not currently available in our warehouse but is still available for us to order from our supplier(s).
Backorder timeframes vary depending on the product, manufacturer and where the item is being sourced from. Most backordered items arrive at our warehouse within approximately 3–5 weeks. However, some specialised or less readily available items can take considerably longer and, in exceptional cases, may have an ETA of up to 6 months or more.
Any ETA provided is an estimate only. Supplier availability, manufacturing delays, international freight, customs clearance and other circumstances outside our control can affect the actual arrival date.
If your order contains both in-stock and backordered items, we will normally hold the in-stock items and dispatch your complete order together once all items have arrived at our warehouse.
- Need the in-stock items sooner? Please contact us and we can arrange a split shipment where possible. Any additional freight charges will need to be paid before the items are dispatched.
- Multiple backordered items: Items may be sourced from different suppliers and may arrive at our warehouse at different times. Your order will generally be dispatched once all items are available.
- ETA changes: Supplier ETAs can change without notice. Unfortunately, once an item is on backorder, delays can occur that are outside Automotive Warehouse's control.
- Tracking: Courier tracking is only available once your order has arrived, been processed and dispatched from our warehouse, unless the item is being shipped directly from one of our supplier(s).
You sure can! See the Additional Notes section when placing your order on the checkout page.
Absolutely! Automotive Warehouse can dropship orders directly to your customer, allowing you to have items delivered straight to their door without needing to receive and resend them yourself.
When placing your order, simply enter your customer's details as the shipping address and use the Additional Notes section at checkout to provide any special instructions.
You can also choose to have your order sent with no paperwork. When selected, we will not include Automotive Warehouse invoices, pricing or other sales documentation with the shipment.
Wholesale and Trade customers can also request to have their own invoice or paperwork included with the shipment. Simply provide the required documentation when placing your order and we will include it with the goods where possible.
- No paperwork: Available to all customers. No Automotive Warehouse invoice or pricing documentation will be included with the shipment.
- Your own paperwork: Wholesale and Trade customers can provide their own invoice or documentation for us to include with the order.
- Discreet dropshipping: Where possible, we will not apply Automotive Warehouse-branded labels, stickers or other identifying material to the goods or packaging.
- Direct delivery: Tracking and delivery information will still be provided to you where available.
- Special instructions: Please provide any dropshipping, packaging or paperwork requirements in the Additional Notes section when placing your order.
While we make every effort to ensure our pricing is accurate and up to date, pricing errors or unexpected price changes can occasionally occur. This may be due to supplier or manufacturer price increases, changes in freight or import costs, exchange-rate fluctuations, incorrect product information, or other circumstances outside our control.
If we identify a pricing error or price change before your order has been supplied, we will contact you as soon as possible and advise you of the revised price.
You will then have the option to either proceed with the order at the revised price by paying any applicable difference, or cancel the affected item or order and receive a full refund of any amount already paid for it.
- We will not charge you any additional amount without first notifying you and receiving your agreement.
- If you choose not to proceed at the revised price, the affected item or order may be cancelled and any amount already paid for it will be refunded.
- A pricing error does not require you to proceed with the purchase at the revised price.
- Where an order contains multiple items, we may be able to cancel and refund only the affected item while continuing to supply the remainder of the order.
We accept the following payment methods:
- Afterpay (New Zealand only)
- Apply Pay
- Bank Transfer (New Zealand only)
- Credit & Debit Card
- Google Pay
- Ministry of Social Development (New Zealand only)
- Pay by Link
- PayPal
- POLi Pay (New Zealand only)
- Bank Transfer (New Zealand only)
- 24 hours during normal business working days
- Debit Card, Credit Card & PayPal
- Instant
- Afterpay & Laybuy
- If approved, instant
- 24 hours during normal business working days
We can only accept split payments via Bank Transfer which is available to New Zealand customers only.
Our bank account details for New Zealand customers only is:
- Bank: Kiwibank
- Account Number: 38-9022-0023829-00
- Reference: Please use the order number or invoice number
Refunds and Returns
Unfortunately, we cannot offer a return, refund or exchange simply because a correctly supplied item did not resolve the fault or issue with your application, particularly where the item has been installed, fitted, used or is otherwise no longer in a resalable condition.
Parts can often produce similar symptoms when faulty, and replacing a part based solely on a suspected diagnosis does not guarantee that it will resolve the underlying problem. The purchaser is responsible for ensuring that the correct fault has been diagnosed and that the part being ordered is suitable for the intended repair.
We strongly recommend having your application inspected and diagnosed by an experienced and suitably qualified automotive repairer before purchasing replacement parts, particularly electrical, electronic or diagnostic-related components.
- Correctly supplied items that have been installed, fitted or used are not eligible for a return, refund or exchange simply because they did not resolve the vehicle's fault.
- An unsuccessful repair does not necessarily mean that the replacement part is faulty.
- If you believe the item supplied by Automotive Warehouse is itself faulty, please contact us so the item can be assessed under our applicable warranty policy.
- If the item has not been installed or used and remains in its original, undamaged and resalable condition, please contact us to determine whether it may qualify under our applicable returns or exchange policy.
If you have accidentally ordered the wrong item, please contact Automotive Warehouse as soon as possible. While we generally do not provide refunds for incorrectly ordered items, we may be able to exchange the item for the correct part, subject to prior approval.
To be eligible for an exchange, the item must be unused, uninstalled and undamaged, and returned in its original, undamaged and resalable packaging. All exchanges for incorrectly ordered items are considered on a case-by-case basis and must be approved by Automotive Warehouse before the item is returned.
The purchaser is responsible for all costs associated with the exchange, including return freight, delivery of the replacement item, any difference in price between the original and replacement items, and any other applicable charges.
- Procured, specially ordered and backordered items are not eligible for return, refund or exchange where the incorrect item was ordered by the purchaser.
- Exchange requests must be made within 14 days of the invoice date.
- Items must not have been installed, fitted, used, modified or damaged.
- Original packaging must be retained and returned in a clean, undamaged and resalable condition, including any accessories, fittings, instructions or documentation supplied with the item.
- Do not return an item without first contacting Automotive Warehouse and receiving approval. Unauthorised returns may not be accepted.
- We recommend using a tracked courier service and securely packaging the item for its return. The purchaser is responsible for the item until it is received by Automotive Warehouse, and we cannot accept responsibility for items lost or damaged in transit.
- If the replacement item is more expensive, the purchaser will be required to pay the difference before the replacement is dispatched. Any credit arising from an approved exchange for a lower-priced item will be handled as agreed at the time of the exchange.
If Automotive Warehouse has supplied an item that is different from the item you ordered, please contact us as soon as possible so we can arrange to have the issue corrected.
Where Automotive Warehouse is responsible for the incorrect supply, including a dispatch or picking error, we will arrange for the incorrect item to be returned and, depending on your preference and availability, supply the correct item or provide an appropriate refund.
Where the error is ours, Automotive Warehouse will cover the reasonable cost of returning the incorrectly supplied item and, where applicable, the cost of sending the correct replacement item.
- Please notify us of an incorrectly supplied item as soon as reasonably possible, preferably within 14 days of receiving your order.
- Do not install, fit, modify or use an item that you believe has been incorrectly supplied. Please contact us first so we can confirm the item and arrange the appropriate return.
- Where possible, returned items should include their original packaging, accessories and documentation.
- Automotive Warehouse will provide return instructions or arrange return freight where we are responsible for the incorrect supply.
- Returned items will be inspected to confirm that the item supplied differs from the item ordered before the return, replacement or refund is finalised.
- If the item supplied is correct according to your order, but is no longer required or was incorrectly selected when ordering, it will be treated as a change-of-mind return and our applicable returns policy will apply.
Your refund will be processed on your original payment method. Current processing times are:
- Bank Transfer (New Zealand Only)
- 24 hours during normal business working days
- Debit Card, Credit Card & PayPal
- 3 to 5 business working days
- Afterpay
- 10 business working days
- 24 hours during normal business working days
Visit our Contact Us page.
If your order has not yet been dispatched, procured or placed on backorder with our supplier(s), we are generally happy to cancel your order and provide a full refund.
However, once an item has been dispatched, specially procured or backordered on your behalf, we are not required to accept a return, refund or exchange simply because you have changed your mind, ordered the incorrect item, or no longer require the item.
In some circumstances, Automotive Warehouse may agree, at our discretion, to accept the return or exchange of an item that is no longer required. Where a return is approved, all return freight and associated costs are the responsibility of the purchaser. An approved change-of-mind return may also be subject to a restocking fee of up to 20% of the invoiced price.
Where a deposit has been paid towards an item that has been specially ordered, procured or backordered on behalf of the purchaser, cancellation may result in some or all of the deposit being retained to cover reasonable costs, supplier charges, administration costs and/or losses incurred as a result of the cancellation.
- Procured, specially ordered and backordered items are not eligible for change-of-mind returns, refunds or exchanges unless otherwise agreed by Automotive Warehouse.
- Any approved change-of-mind return must be requested and returned within 14 days of the invoice date.
- Returned items must be unused, uninstalled, undamaged and in a resalable condition, including all original packaging, accessories and documentation where applicable.
- Items that have been installed, fitted, used, modified or damaged cannot be accepted as a change-of-mind return.
- Any freight, courier or delivery charges originally paid are non-refundable unless otherwise required by law.
- We recommend returning approved items using a tracked courier service and ensuring they are securely packaged. The purchaser is responsible for the item until it is received by Automotive Warehouse, and we cannot accept responsibility for goods lost or damaged in transit.
If you believe an item you have purchased is faulty, please contact us as soon as possible so we can arrange for the item to be assessed.
If the item is within its warranty period and is confirmed to have a manufacturing fault, we will arrange a replacement. Where the original item is no longer available, we will do our best to supply an alternative branded product of equivalent or comparable specifications. If a suitable replacement cannot be supplied, a refund of the original purchase price will be provided, where applicable.
NOTE: Some replacement items are not stocked locally and may need to be ordered from our supplier(s). This may result in additional processing and delivery time.
- Warranty claims must be made within the applicable warranty period for the item.
- Returned items will be inspected and assessed before a replacement, exchange or refund is approved or ordered.
- Where professional installation is required, replacement parts must be installed by a suitably qualified tradesperson or registered business. Proof of installation, such as an invoice from the installer, may be required when making a warranty claim.
- Unless required by applicable law, we do not cover consequential or associated costs arising from a faulty item. This may include, but is not limited to, labour, removal or installation costs, packaging, freight, vehicle recovery or towing, loss of use, or other associated expenses.
- A warranty claim may be declined where inspection determines that the item does not have a manufacturing fault. Damage or failure caused by incorrect installation, misuse, modification, accident, neglect, normal wear and tear, or use outside the manufacturer's specifications is not considered a manufacturing fault.
- When returning an item, we recommend using a tracked courier service and packaging the item securely. Please retain your tracking information. We cannot accept responsibility for items that are lost or damaged while being returned to us.
Product Information
Genuine OEM refers to a genuine original-equipment part supplied for the applicable application manufacturer. These are not aftermarket alternatives and are the same type of genuine parts you would typically expect to purchase through an authorised dealership or manufacturer parts network.
Genuine OEM products will generally carry the vehicle manufacturer's branding, part number and/or genuine packaging. Packaging and labelling may vary depending on the country or market the product was originally intended for.
Our Genuine OEM products may be sourced locally or parallel imported from overseas. A parallel-imported Genuine OEM product is still a genuine product; it has simply been sourced outside of the manufacturer's official New Zealand distribution network.
- Genuine: The product is represented as a genuine part for the applicable vehicle manufacturer, rather than an aftermarket alternative.
- New: Unless otherwise stated on the product listing, Genuine OEM products are supplied new and unused.
- Packaging: Genuine packaging, labels and part numbers may differ between international markets.
- Terminology: You may also see these products described by us as Genuine New or Genuine OEM New.
Both Generic Aftermarket and Genuine Aftermarket refer to replacement products that are not sold as Genuine OEM parts from the applicable application manufacturer. They are manufactured by independent third-party manufacturers as alternatives to the original component.
At Automotive Warehouse, we use these terms to help distinguish between different types of aftermarket products:
- Generic Aftermarket: A non-genuine replacement product generally produced as a more economical alternative to the original part. These products are selected primarily to provide a functional and cost-effective replacement. The manufacturer, materials, finish, packaging and overall specifications may differ from the original Genuine OEM product.
- Genuine Aftermarket: A branded aftermarket product from an established or recognised third-party manufacturer. These products are generally selected for their quality, reputation and suitability as a reliable alternative to Genuine OEM. In some cases, the manufacturer may also produce components for vehicle manufacturers or supply the automotive industry directly; however, the product itself is still sold by us as an aftermarket product unless specifically identified as Genuine OEM.
NOTE: Product quality, specifications, warranty and country of manufacture can vary between brands and individual products. Where available, further information about the manufacturer and product type can be found under the Specifications tab on the product page.
An Official Product is a product that has been designed, produced and/or commissioned by Automotive Warehouse and approved by us for sale under our own product range.
Unlike Genuine OEM or aftermarket products sourced from third-party manufacturers and suppliers, Official Products are products that Automotive Warehouse has been directly involved in developing or producing.
- Designed by us: The product has been designed or developed by Automotive Warehouse.
- Produced by or for us: The product may be manufactured directly by us or produced on our behalf by a third-party manufacturer.
- Approved by us: The finished product has been approved by Automotive Warehouse for inclusion in our Official Product range.
- Clearly identified: Applicable products will be identified as an Official Product on the product page or within its specifications.
Some products may be supplied without individual manufacturer or retail packaging. This is completely normal and does not necessarily mean that the item is used, aftermarket or non-genuine.
Many manufacturers and suppliers provide smaller components such as clips, fasteners, seals, O-rings, bolts and other parts in bulk or multi-item packaging. Automotive Warehouse may purchase these products in larger quantities and sell them individually for the convenience of our customers.
For example, a manufacturer may supply a particular genuine clip in a sealed bag containing 10 pieces, while we allow customers to purchase just one individual clip. In this situation, the individual item will naturally not include the manufacturer's original outer packaging.
- Bulk supplied products: Items supplied to us in bulk or multi-packs may be separated and sold individually.
- Genuine products: A Genuine OEM product may still be genuine even when supplied without individual manufacturer-branded packaging.
- Protective packaging: Where necessary, items may be repackaged by Automotive Warehouse to help protect them during storage and transportation.
- Labels & part numbers: Individual items may not carry a manufacturer label, barcode or part number where these details were printed only on the original bulk packaging.
- Quantity: Unless otherwise stated, the quantity shown on the product listing is the quantity you will receive, regardless of how the manufacturer originally packages or supplies the product.
We clearly identify whether a product is Genuine OEM, Genuine Aftermarket or Generic Aftermarket wherever this information is available.
If you are purchasing through a quote provided by our sales team, the product type will be specified as part of the quote. When purchasing directly through our website, this information can be found on the individual product page under the Specifications tab.
- Genuine OEM: A genuine product manufactured by, or on behalf of, the applicable vehicle manufacturer.
- Genuine Aftermarket: A branded aftermarket product manufactured by an established third-party manufacturer or supplier.
- Generic Aftermarket: A non-genuine replacement product manufactured as an alternative to the original component.
NOTE: If you're unsure which type of product you're purchasing, or if genuine versus aftermarket is particularly important to you, please contact us before placing your order and we'll be happy to confirm it for you.
Yes. A large portion of the Automotive Warehouse catalogue is parallel imported, allowing us to source products from established suppliers and manufacturers outside of the official New Zealand distribution channels.
Parallel importing means that a product is sourced from an overseas market and imported into New Zealand independently of the brand or manufacturer's authorised New Zealand distributor. This does not necessarily mean that the product itself is aftermarket or non-genuine.
Our parallel-imported range may include products sold within our Genuine OEM, Genuine Aftermarket and Generic Aftermarket product categories.
- Genuine OEM: Genuine products manufactured by, or on behalf of, the applicable vehicle manufacturer and supplied in accordance with the product description.
- Genuine Aftermarket: Branded products from established aftermarket manufacturers and suppliers, which may also manufacture or supply components to vehicle manufacturers.
- Generic Aftermarket: Non-genuine replacement products manufactured as alternatives to the original component.
- Packaging: Packaging, labelling, part numbers and product presentation may differ from products supplied through the official New Zealand distribution network due to differences between international markets.
- Warranty: Parallel-imported products may not be covered by the manufacturer's authorised New Zealand distributor or their local warranty programme. Where applicable, warranty claims should be made directly through Automotive Warehouse under the warranty provided with your purchase.
Unless expressly stated otherwise, Automotive Warehouse is an independent retailer and is not affiliated with, associated with, authorised by, endorsed by, sponsored by, or otherwise officially connected with any manufacturer, vehicle brand, company, distributor, or any of their subsidiaries or affiliates referenced on this website.
All manufacturer and brand names, trademarks, logos, model names, part numbers and other identifying marks remain the property of their respective owners. They are used on our website solely for product identification, compatibility, reference and descriptive purposes and do not imply any official relationship with Automotive Warehouse.
Where a product is described as genuine, OEM or original, this refers to the product itself and does not mean that Automotive Warehouse is an authorised dealer or distributor for that manufacturer unless specifically stated otherwise.
Some genuine products offered by Automotive Warehouse may be sourced from New Zealand suppliers or independently imported from overseas. This may include parallel-imported genuine products that have not been supplied through the manufacturer's official New Zealand distribution network.
- Genuine products: Where an item is advertised as genuine, it is represented as a genuine product manufactured by, or for, the applicable manufacturer or brand.
- Aftermarket products: Products advertised as aftermarket are produced by independent manufacturers and are not represented as genuine products of the vehicle manufacturer.
- Brand references: Vehicle makes, models, trademarks and part numbers may be used to identify the intended application or compatibility of a product.
- Parallel imports: Some genuine products may be independently sourced from overseas and may not be supplied, supported or endorsed by the manufacturer's authorised New Zealand distributor.
- Manufacturer warranties: A manufacturer's or authorised New Zealand distributor's warranty may not apply to independently or parallel-imported products. Any applicable warranty provided by Automotive Warehouse will be identified separately.