Question 1

How will my STIHL SHOP order be shipped and what will the cost be?

Accepted Answer

STIHL SHOP Online orders for home delivery are sent via Couriers. Once you complete your online order, you will be sent a confirmation email, followed by an order dispatch email with a link to track your order online. Shipping costs are $8 for all home delivery orders.

There are no shipping costs for Click and Collect orders. You will not receive any track and trace information but the store will contact you via phone, text or email when your oder is ready to collect.

Question 2

Do you ship outside of New Zealand?

Accepted Answer

The STIHL SHOP Online website does not ship outside of New Zealand.

Question 3

Do I need to sign for my delivery?

Accepted Answer

Your parcel will require a signature to be delivered. If no one is available at your address to accept the delivery, you will receive a 'Card to Call', advising you that the parcel has been redirected to the courier premises. In that case, please contact them to rearrange delivery or a time when you can collect.

Question 4

Do you ship to PO box numbers?

Accepted Answer

No, the STIHL SHOP Online website only ships to NZ physical addresses.

Question 5

How long will it takes to receive my home delivery order?

Accepted Answer

If your order is received by 3pm via the STIHL SHOP Online website, it will be shipped the same day. Orders received after 3pm will be shipped the following business day. STIHL SHOP Online will send a confirmation email with your order number and parcel tracking information when your order is on its way - you can then track its arrival.

It will usually be with you within 1-3 business days after you receive the order dispatch email with the tracking number. If your order doesn't arrive within these time frames, please contact the STIHL SHOP Customer Service Team. Email: customerservice@stihlshop.co.nz

Question 6

Can I pick up my order in store?

Accepted Answer

Yes - STIHL SHOP Online offers a FREE Click & Collect service. If the order is in stock at the store it will be ready for collection in 1 hour, items that need to come from our central warehouse will take a little longer, these are labelled as 2-day Click & Collect. You will be contacted by the store once your order is ready to be collected.

When you arrive in store you will need to present your ID and order confirmation. Orders must be collected within 14 days from the date you are notified that your Order is ready for collection. If your Order is not collected within this time, your order will be cancelled. A refund will be credited to the card you used for your Order.

Question 7

Where do I pick up my order if I choose to Click and Collect?

Accepted Answer

Orders placed for Pick Up (Click & Collect) will be shipped from the suppliers Distribution Centre to the STIHL SHOP store you chose to purchase from. This store will contact you once the products have arrived.

Question 8

If I choose to Click and Collect, will I receive my product assembled when I pick it up?

Accepted Answer

If you purchased machines for Pick Up (Click & Collect), the store will ask you if you would like the machine assembled and fuelled at no extra cost prior to your arrival. This will save you time when you come into collect – however please note once a machine has been fuelled the store does not need to accept it as a return (except as required under the Consumer Guarantees Act, for example in the unlikely event that the product is faulty, does not meet acceptable quality, or does not meet its description, etc). We will accept returns of machines that have been assembled by store staff, provided they have not been fuelled. The store staff will also provide you with instructions on using your new tool at the time of collection.

Question 9

Can battery products be shipped?

Accepted Answer

Yes, however please be aware that if your order contains a battery or it is considered dangerous goods for transport this could increase the delivery time.

Question 10

Can very large items be shipped?

Accepted Answer

No, some items are too large for a courier these items can only be ordered for Click & Collect.

Question 11

Do you deliver to Waiheke Island?

Accepted Answer

Yes, we offer home delivery or click and collect via our Waiheke store. All home delivery orders will be taken to Sealink, (formerly Freightlink) and will travel to Waiheke on the boat. The boat sails daily. When the order reaches Waiheke Island the delivery will be completed via the Island delivery service.

We cannot guarantee that the boat will travel on schedule this is a the discretion of Sealink and sailings could be effected by weather or other reasons outside of our control.

Question 12

Do you deliver to Great Barrier Island?

Accepted Answer

All orders to Great Barrier island will be taken to Sealink, (formerly Freightlink) and will travel to Great Barrier Island on the boat. The boat sails twice a week, once on a Tuesday and again on a Friday. When the items reach Great Barrier Island you will be required to pick the order up from the wharf as there is no delivery service on the Island.

Orders traveling by boat should be addressed to your home.

We cannot guarantee that the boat will travel on schedule, this is a the discretion of Sealink, and sailings could be effected by weather or other reasons outside of our control.

Great Barrier Air does have a delivery service to the Island but they will not accept petrol or battery machines as they are considered dangerous goods so please do not use this service for theses items.

Question 13

Do you deliver to Chatham Islands

Accepted Answer

Travel By Sea

You can use the below address for your delivery and you may incur additional delivery charges from the shipping provider.

C/ Air Chathams Freight

38 Leyland St

Onekawa

Napier

We cannot guarantee that the ship will leave on schedule, this is a the discretion of shipping provider, and could be effected by weather or other reasons outside of our control.

Travel By Air

Please note dangerous goods including, petrol machines (STIHL petrol machines are tested in the factory with petrol) and batteries cannot travel by air so please ensure you use the Shipping freight address.

Orders can travel via Wellington and Air Chathams fly the freight over three times a week Monday, Wednesday and Friday during the summer, spring & autumn and twice weekly on Mondays and Fridays during the winter period.

You can use the below address for your delivery and you may incur additional delivery charges from the airline.

C/ Air Chathams Freight

Wellington AirNZ Cargo Depot

Freight Drive

Wellington Airport

Phone: 03 305 0209

We cannot guarantee that the flights will leave on schedule, this is a the discretion of Air Chathams, and could be effected by weather or other reasons outside of our control.

When we offer free delivery this covers the cost of delivery to the freight provider we do not cover the costs via sea or air to the island

Question 14

Can I select my delivery date?

Accepted Answer

No, we dispatch orders within 24 hours of receiving them during business hours. Orders are then placed on a Courier and are delivered as fast as possible. We cannot accommodate specific delivery date requests.

If you are not home when the courier attempts delivery they will leave a card for you with instructions.

Question 15

Can I request a phone call from the courier prior to delivery

Accepted Answer

No, courier companies do not offer this service. We dispatch orders within 24 hours of receiving them during business hours. Orders are then placed on a Courier and are delivered as fast as possible. If you are not home when the courier attempts delivery they will leave a card for you with instructions.

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