FAQ

Managing Your Account

How do I change my password?
To change your password, log in to your account and go to ‘My Account’ in the main menu. From there, you can update or change your password.

What happens if I forget my password?
If you forget your password, click on ‘Forgot Password?’ on the login page. Enter your registered email address, and you will receive an email with instructions to reset your password.

How do I change or update my delivery address?
To update your delivery address, log in to your Shopify account, navigate to ‘My Account,’ and enter your new address. The most recently updated address will automatically be used for future deliveries.

Orders

Can I change or cancel my order?
We aim to process and dispatch orders within 48 hours (excluding weekends). If you need to make changes or cancel an order, please contact us as soon as possible. Once the order has been dispatched, we won’t be able to cancel or modify it. However, we can assist with exchanges or returns.

How will my items be delivered?
We partner with PBT for all deliveries. Once your order has been shipped, you'll receive a tracking number, which you can use to track your order via the PBT website.

How long will it take to receive my order?
Once your order is dispatched, you will get tracking information. Delivery times typically range from 1 to 7 business days, depending on your location. If you'd like an update on your order, you can track it using your tracking number on the PBT website, or you can contact us directly for assistance.

Delivery

What if my delivery is late?
Occasional delays can happen due to external factors. If your order hasn’t arrived within the expected timeframe, feel free to contact us for support.

What if I haven’t received all the items I ordered?
If an item from your order is missing, please reach out to us at info@newgumsarn.co.nz or call us at 09 302 2157, and we’ll resolve the issue for you.

How much does delivery cost?
Delivery costs depend on your location and order size. Please visit our ‘Delivery Information’ page for detailed pricing.

Can I track my order?
Yes, once your order has been dispatched, you will receive an email with your tracking number. You can track your shipment through the provided link or the carrier’s website.

Click & Collect

What is Click & Collect?
Click & Collect allows you to order online and collect your purchase from our store during business hours. This is a free service for your convenience.

What do I need to bring to collect my order?
When picking up your order in-store, please bring your order confirmation email and a valid photo ID (driver’s license, passport, or proof of age card).

Will I be notified when my order is ready for collection?
Yes, you will receive an email notification once your order is ready for collection. Orders will be held for 14 days. A reminder will be sent after 7 days if the order is still awaiting collection.

Payment

How can I pay for my order?
You can securely pay via credit/debit card (Visa, Mastercard) or through Shopify’s secure payment gateway using online bank transfers.

Is my credit card information safe?
Absolutely. We use the latest encryption technology to ensure your payment details are secure. Shopify processes all payments, and we do not store or have access to your credit card details.

How long does it take for a refund to be processed?
Refunds may take up to 5 business days to appear in your bank or credit card account after being processed.

Promotions & Discounts

Do you offer discount codes?
Yes, we offer discount codes on special promotions. You can stay updated on our current offers by subscribing to our newsletter or checking our website’s promotions section.

How do I apply a discount code?
At checkout, there will be a field labeled ‘Discount Code.’ Enter your code there, and the discount will automatically be applied to your order.