Shipping
What Courier do you use?
We use Courier Post.
How long is delivery?
- This depends on the part(s) you order and your shipping location. General delivery is between 1-3 days from the date your order is picked up and processed by Courier Post.
- Please check the tracking details of your order for the most up to date information.
How do I know when my order has shipped?
You will receive a shipping notification which will also include your tracking number for you to track your order.
How much is the delivery fee?
Our delivery fee is $9.20 Incl. GST for North Island orders, and $12.65 Incl. GST for South Island orders.
How long does it take for my order to ship if the part(s) are in stock?
If your order is in stock, payment is confirmed, and your order is placed before 2pm AEST on a weekday, then your order will ship that same day, otherwise your order will ship the following business day.
Can I ship overseas?
We don’t ship outside of New Zealand; however, we do support the South Pacific Region where you are able to arrange your own freight forwarder to collect from our warehouse.
Can you combine my orders for one delivery?
No, unfortunately to ensure we process everyone’s orders efficiently we are unable to provide this service.
Do you offer click and collect?
No, unfortunately we don’t.
Order Information
How do I know my online order was successful?
You will see a confirmation page after you submit your order which will also have order online order number. You will also receive an order confirmation email.
My order hasn’t shipped, can I change my shipping address?
Yes, you can, please use the
send us a message function and select ‘Order Enquiry’ and then ‘Other’. Please ensure you include your order number to minimise any delay in actioning your request.
Do I need to login to see my discounted pricing?
Can I order if I live outside of New Zealand?
Yes, but only if you are located within the South Pacific Region.
Part Information
What is a Genuine Part?
These are parts sourced and supplied directly by the brand. They also known as Certified Genuine Replacement parts.
What is an ES Part?
These are genuine parts that are sourced by EMPR to support parts that are end of life (EOL), under supply constraint, provide choice, and offer parts with a better delivery time. Before being accepted from our suppliers these parts go through our quality check process to ensure they meet your expectations.
What is a Compatible Part?
These are equivalent replacement parts made by a third party that meet or exceed the original manufacturers specifications. These are sourced by EMPR to give our customers a choice, help support parts that are end of life (EOL) and offer parts with a better price and delivery time.
What is an Alternative Part?
These are replacement parts that will fit and function within your product and are the same specifications as the original part.
What is an Functional Equivalent Part?
These are replacement parts that will fit and function within the original product. They may have the same specification, or they may be slightly different. For example, this could be a change in storage capacity 128GB vs 256GB, or screen type Glossy vs Matte. Please check and ensure any specification change is within your requirements and if you are unsure, please
contact our team.
Can’t find the part you need?
Please use the
send us a message function and select ‘Part Enquiry’ and provide as much information as you can to assist our team. You can also call our team on 0508 367 769.
Why are there multiple similar parts listed for my device?
We present all data that we receive from our sources and at times there may be multiple parts compatible with a device. These may also have different prices and availability due to coming from different manufacturers. If you are unsure on which one you need, please use the
send us a message function and select ‘Part Enquiry’ and provide as much information as you can to assist our team. You can also call our team on 1300 134 324.
Why is my part not in stock?
We stock as many of the top selling parts as we can, unfortunately of the 5m+ parts we list there are then a lot of parts that we are unable to stock but we will source these as quickly as possible for you.
Payment
When do I pay for my order?
If you don’t have a credit account you will need to prepay for your order at the time of ordering.
What payment options do you offer?
We offer the following payment options:
- Credit Card (Visa, MasterCard & American Express)
- Bank Transfer
- PayPal
- Credit Account
I am paying via Bank Transfer, can my order still ship same day?
Yes, it can. Please send through your Bank Transfer receipt (a screenshot is acceptable) to accounts@emprgroup.co.nz with your Order Number before 2pm weekdays. Our team will then verify the receipt and, if accepted, apply to your order. If your order is in stock it will then ship that day.
Do you charge credit card merchant fees?
In most cases we don’t charge merchant fees, except in the following circumstances:
- You are settling your credit account balance via credit card (Visa, MasterCard & American Express).
Returns
Please note that all Return Requests are subject to our terms and conditions.
My part has stopped working, how do I get a replacement/credit?
If your invoice date is within the 12-month warranty period, please complete the
Return Request form and our team will review your request. The form will give you the option to select your resolution for replacement or credit.
My order arrived damaged, what do I do?
You need to notify us within 5 days of receiving the damaged order by completing the
Return Request form and our team will then review your request. Please take photos of the order showing the packaging and the damaged part as these will be required for the team to process your request.
My order isn’t what I ordered?
You need to notify us within 5 days of receiving the incorrect part by completing the
Return Request form and our team will then review your request. Please have ready the part number of the part that you received and if this was incorrect in the box or if the box also has the incorrect part number. The team may also ask for photos of the box showing the part number label and the part inside the box to help with your request, so if possible, please include these when submitting the form.
I have ordered the incorrect part, can I return it for the correct one or credit?
You need to notify us within 5 days of receiving the incorrect part by completing the
Return Request form and our team will then review your request. Please have ready as much information as possible, for example, if you were incorrectly quoted by our team, the part number of the part you need, etc. Our team will then review your request to see how best we can support you.
Cancellations
Please note that all Cancellation Requests are subject to our terms and conditions.
My order hasn’t shipped yet, can I still cancel?
My order has shipped but I haven’t received it, can I still cancel?
Unfortunately, you can’t use the cancellation process, you will need to complete the
Return Request form and our team will review your request.
Only part of my order can be supplied, can I cancel the rest?
General
How do I update my contact information on my account?
Login to your account and follow the prompts.
How do I get a quote?
Select the part you require a quote on and add to the cart, at the checkout stage you can then generate a quote. If you are not able to add the part to your cart, please
contact us to request a quote.
How do I apply for a credit account?
- If you have an NZBN and have ongoing monthly orders with us, please complete the Credit Application form for our team to review.
- If you are an Education or Government customer, please use the send us a message function and select ‘Account Enquiry’ and we will get back to you with how we can best support your needs.
How long is the warranty on my part(s)?
All parts come with a 12-month warranty.
How do change my password?
How do I sign up as a Reseller/Service Provider?
Please
Register and our team will review to activate your account.
Do you offer installation and repairs?
This isn’t a service we offer as we support the Resellers and Service Providers who offer this service. Please Google to find one in your local area.
Didn’t find the answer you were looking for,
send us a message and our team will get back to you.
