HYPER RIDE FAQ
Find answers to the most commonly asked questions below. Can't find what you're looking for? Get in touch.
The most common reasons for not receiving your order confirmation are:
- A misspelled email address at checkout (our confirmation goes to whatever email you enter).
- The confirmation email landing in your spam/junk folder.
If you don't receive a confirmation within 1 hour of purchase, please email us at [email protected] and we'll forward your order details to you.
We're not able to change or cancel orders once they've been placed.
If you ordered the wrong item or size, please wait for it to arrive and then use our Free Returns process to send it back for a refund. After that, you can place a new order for the correct size or item.
We don't offer direct exchanges. The best way to make sure you get the right size before it sells out is to:
- Order the correct size straight away.
- Return the original item to us through our Free Returns process for a refund.
We only accept cards issued in New Zealand and Australia (Visa, MasterCard, AMEX, and Q Card). This policy helps us protect against fraudulent transactions.
We don't currently accept Prezzy Cards for online checkout. If you'd like to use one, please:
- Email your order details to [email protected], then
- Call us on 09 580 4152 (Mon–Fri, 9am–4pm) and we can process the payment over the phone.
There are two main types of promo codes we use:
- Percentage-off codes (e.g. DISCOUNT20) — these apply to full-priced items, though some brand exclusions apply.
- Clearance codes (e.g. CLEARANCE20) — these apply only to clearance items, which are marked with a red price and a clearance badge.
Common issues include trying to use a clearance code on non-clearance items, or mistaking regularly discounted items for clearance ones.
If your code still won't work, send us a screenshot of your cart along with the code to [email protected] and we'll check it for you.
Note: Promo codes are not case-sensitive.
When you click View Cart, you'll see a summary of your items. Underneath, there's a field that says "Enter a promo code or gift voucher here." Type your code in that box and apply it.
Yes — we offer a full NZ & Australia Price Guarantee.
If you find a product we stock advertised for less by a NZ or AU retailer, we'll match the total price (including GST, freight and currency conversion). Email a link to the product to [email protected] and we'll confirm the matched price.
We currently ship only to New Zealand and Australia.
If you need your order shipped elsewhere, you can use a freight forwarding company. Please note, we aren't responsible for any issues (lost or damaged items) once the order is with the freight forwarder.
- Hyper Warehouse 1 & 2 (Post Haste): tracking is sent once the courier scans the parcel onto the van (delivery usually 1–3 working days).
- Bulky freight: Mainfreight (North Island) / Bascik (South Island). Tracking is sent once collected (may take a couple of business days to book a truck).
- Supplier-direct items: shipped by the supplier's courier; if tracking isn't auto-sent, email [email protected] and we'll provide it.
Tracking can pause between depot scans. You can contact the courier directly with your tracking number, or email us and we'll chase it up for you.
Still stuck after a few days? Email [email protected] and we'll investigate.
We ship from 30+ locations (our warehouses & select suppliers). Your order may arrive in separate parcels on different days depending on where each item is stocked.
You'll receive tracking for each parcel. Missing one? Email [email protected] and we'll send it through.
Sometimes the courier system flags an address as rural even if it doesn't feel rural.
If it shows as urban but you were charged the rural surcharge, please email [email protected] before placing your order (or include your order number if already placed). We'll review and refund the difference if it was misclassified.
More delivery info: Shipping NZ
Please submit our returns form and choose "We sent you the wrong item".
Include a quick photo so we can verify and we'll get it sorted ASAP — we can usually send the correct item and provide a prepaid courier label to get the wrong one back.
Once your return tracking shows as delivered to us, please allow 1–2 business days for processing and your refund confirmation email. If we're particularly busy or short-staffed, it may take an extra day — but we'll get it sorted as quickly as possible.
No. All returns must be couriered back to us.
No, we don't operate a physical store. To offer such a massive range of products from the world's top brands, we work directly with our suppliers and ship nationwide.
If a size or item isn't visible on our site, it means we (and our suppliers) don't have stock right now. You can email [email protected] with a link to the product and we'll check restock timing for you.
No. Hyper Drive is a sister company, but we operate separately and do not handle their orders (and vice versa).