Customer Service


    About charges and dispatch timeframes
    Shipping and Delivery is the charge for Internet order processing, item picking, packaging, transport and handling. Delivery times are not guaranteed, but are our best approximation and will vary. Shipments only occur on weekdays. Saturday deliveries are only available in NZ, for an extra charge. Shipping and Delivery is subject to change and will be determined at the time of order.

    Estimated delivery time assumes orders are placed before 13:00 (1pm NZ time). Orders placed late on Friday or on weekends will not be processed until Monday. Additional charges may accrue on Priority, Overnight and International shipping by your local delivery service if multiple attempts are made for delivery.

    Shipping addresses in RD areas of New Zealand need to add an additional NZ$3.99 charge for standard Shipping & Delivery (search for the 'Rural Delivery' item to add to your cart). If you are in NZ your order will usually arrive in 1-2 business days when ordered before 13:00 (NZT). If you are outside of NZ, you should receive your order in 1-10 business days - closer countries and bigger countries usually get delivery faster.

    About your payment timeframes
    Successful credit card payments are notified to us immediately, along with all successful POLi payments, except from ANZ. For ANZ customers who use POLi, there is an extra delay of one working day due to the extra time required to confirm payment.

    About PO Box delivery
    PO Box delivery is available to you if you are in one of the following countries: Australia, Brazil, Belgium, Canada, Cook Islands, Croatia, Czech Republic, Ecuador, El Salvador, Finland, Greece, Hong Kong, Hungary, Ireland, Japan, Macau, Netherlands, Poland, Samoa, South Korea, Spain, Switzerland, Singapore, Slovenia, Taiwan, Thailand, Uruguay, USA, Vanuatu, and Vietnam.
    Otherwise delivery is usually only possible to physical addresses.


    We want you to be completely happy with your order.
    If for any reason you are not satisfied, please contact us straight away. Used merchandise cannot be returned unless showing a manufacturing defect. A restock fee may apply in the case where you have just changed your mind, and we will accept returns after a change of mind only at our discretion. On sale / end-of-line items may not be returnable. If you have any concerns after purchase, contact must be made as soon as practicable so we can begin to resolve any issues for you. Merchandise must be returned promptly, noting that some of our suppliers only offer us 30 days return window, and less in some cases. Note we observe and comply with NZ consumer law, not your local legislation if you are overseas.

    When returning a gift, a Scootling Anytime Anyplace Gift Card will be issued to the gift recipient for the amount of the returned merchandise. The card can be used for purchases from our stores and online.

    Returning merchandise by post/courier
    Please write the reason(s) for return and whether you wish to exchange the item(s) or receive a credit/refund (depending on the original form of payment). Enclose a copy of the original packing slip with your item(s) if possible. Please check you have our correct return address showing on the front of your package to ensure proper handling and credit information. Cost of returning the goods must be borne by you. Some restricted items must be returned using ground transportation - please consult with your freight provider if not sure.

    Items you are returning
    All items must be unused, unopened, and with original packaging for a credit/refund or exchange to be issued, except in the case of defective items. We understand that for some items, a defect may not be noted until removed from packaging. We appreciate you preserving the packaging in the latter case wherever possible.

    Please allow up to 14 days for the processing of your return, as in many cases we need to correspond with the manufacturer.