FAQs

Your Personal Information

Do I need an account to buy online?
No, you can check out as a guest, meaning your details won’t be saved for a future visit.

I have joined the mailing list, how do I unsubscribe?
There is an unsubscribe option at the bottom left of the home page, follow instructions to unsubscribe.

I have joined the mailing list, how do I update my details?
To update your details please contact us here with the required changes.

Products

I'm looking for a specific item. How do I search for it online?
You can enter the name of the product, or model number in the search box in the top right corner or you can use the navigation bar at the top of the page to find the correct category.

How close is the colour of the product on the website to the actual product?
We try our best to ensure the colour in the image is an accurate representation of the colour of the product, but it can appear slightly different depending on the screen you are viewing it on.

Why can't I see where to add an item to my cart?
When an item has run out of its online allocation of stock it may remain active, however the ‘Add to Cart' button will disappear while our team review the stock levels of the item and either add additional stock to our allocation, or remove the product from the website.

Pricing & Payment

What currency are prices display in?
All prices are displayed in New Zealand Dollars.

What payment methods do you accept?
For website orders we accept Visa and Mastercard credit cards.

What is a 'CVC'?
The Credit Card Verification Code (CVC) is the three- or four-digit code on your credit/debit card used as a security measure for all online transactions. It only appears on the card itself, which verifies that you, the buyer, have the credit/debit card with you during the purchase. The CVC is printed on your credit/debit card, not embossed like the account number is. Where the CVC is located depends on the type of credit/debit card you're using. On Visa/MasterCard, the CVC is the last three digits on the back.

Do you accept layby?
No, we do not accept layby for online purchases.

Is buying online safe?
Yes, Clearance Ninja uses the Stripe.com online secure payment system. Stripe will ask you if you’d like them to remember you at time of payment. This is optional, when you allow Stripe to remember you, Stripe will store certain identifying information, such as a password, your email address, or your mobile phone number (“Stripe Credentials”), and your Payment Credentials. The advantage of remembering you is that it will make your checkout quicker and easier if you come back to the same website, or to any of the other websites that use Stripe (a “Checkout Enabled Site”) – this can be especially handy when you’re on a mobile device or don’t have your credit card in front of you.

I have entered all my payment information, but the order does not seem to be going through?
If you are having issues processing your payment, you can try a few of the following:

  • Some versions of Internet Explorer are no longer supported and occasionally cause compatibility issues, try switching to Google Chrome or Firefox.
  • Double check if you have any ad or pop-up blockers that may be stopping verification windows from opening. Should the problems persist, please contact us for further assistance. Since this is an independent payment system Clearance Ninja does not hold any of your payment details.

Can I change or cancel my order?
Once you have finalised your order and processed payment it cannot be changed. Refer to our Refund policy.

Returns & Exchanges

What's your refund policy?
Please choose carefully, as we do not refund or exchange product if you change your mind or if you made a mistake when ordering from the website. If the product returned is faulty, we will meet our obligation to provide a remedy under the “Consumer Guarantees Act”. Please see our warranty section for further information.

Delivery

Can I choose to pick up my order in person?
No, sorry Clearance Ninja only offers delivery, no pickups allowed.

How long will it take to receive my order?
Once payment is received the standard delivery time is up to 5 business days depending on what part of the country you are shipping too.

How can I check the progress of my order?
You will receive an Order Confirmation email, once this is received it will take up to 5 business days before you receive your goods. If you think your order is late being delivered please contact us with your order number and we will track this for you.

How much will delivery cost?
Due to the large variance in our products, each product will have its own delivery cost and this will vary by delivery destination. Your delivery cost will be calculated once you enter your delivery details in to the shopping cart. For bulky items special freight pricing may need to be obtained. If you do have an items which cannot be processed due to freight restrictions in the checkout, please contact us.

What days do you deliver?
Monday to Friday excluding weekends and public holidays.

Do I have to be home to receive my items?
All deliveries must be signed for when you receive them; deliveries cannot be made to PO Boxes or ParcelPods. For large deliveries the freight company will call ahead to ensure someone is home.If you are not available to take delivery of your parcel, a delivery slip or card-to-call, with further instructions will be left in your letterbox. If you have not received them within a reasonable period (allow 5 working days) please contact us.

Can I nominate a different delivery address to the billing address?
No, only one address can be entered into the guest check out system.

Can I have my items delivered to a PO Box?
No, items must be delivered to a physical address. Your address will be checked by our address validation tool during the checkout process.

Will my order, which includes a few items, be delivered in the one box?
When a number of items are purchased in a single order, the order will be delivered at the same time. It may be in multiple boxes.

What if I receive a damaged parcel, the wrong items, or don't receive my order at all?
If you believe there is damage to the products you've ordered, the incorrect items have been delivered, or your order hasn't arrived within the specified timeframe, please contact us.

Do you deliver internationally?
No sorry, Clearance Ninja only delivers within New Zealand.