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Frequently Asked Questions

  1. IS IT SAFE TO ORDER ONLINE?
    - Yes! You can be assured that shopping with Bluetooth Hub is safe! We’re a member of “Verified by Visa” and “Secure by MasterCard”, providing additional security when using your payment cards online. We use industry-standard encryption systems for potentially sensitive information, such as your name, address and other critically sensitive information like your credit / debit card details.
  2. HOW CAN I PAY FOR MY ORDER?

    - We’ve got you covered! We accept the following payment methods:

    • Visa
    • Maestro
    • Paypal
    • Mastercard
  3. CAN I MAKE CHANGES TO MY ORDER? (E.G.ADDRESS)
    - As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to cancel the order and place another order.
  4. CAN I CANCEL MY ORDER? 
    - If you wish to cancel your order with us, you must do so at least 24 hours prior to any agreed or estimated delivery date. In most cases, a refund of your deposit will be credited to you to the same card used to pay for the product within 10 working days after we have received notification of the cancellation. If the stock has already arrived from the supplier, a 20% restock fee will apply.
  5. DO THE PRICES INCLUDE TAX?
    - The displayed products do not include GST. Freight and handling charges including GST will be shown in the checkout page.
  6. WILL I RECEIVE A CONFIRMATION EMAIL WHEN I PLACE MY ORDER?
    - Once you have placed an order you will shortly receive a confirmation email. To ensure that this goes into your inbox please add [email protected] to your contacts, otherwise your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email please contact us
  7. DO PRODUCTS HAVE WARRANTY?
    - Our products have a 30-day warranty on spare parts and labor.
  8.  WHY HAS THE PRICE INCREASED/DECREASED?
    - Our displayed prices may change from time to time without prior notice.
  1. WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?
    - If you’re missing part of your order, it’s possible it could have been sent in more than one parcel. If this is the case, you will have received one dispatch email per parcel. This is likely to be the case if your order is quite large. Please also check the invoice inside your parcel bag. This will detail which items should be in the parcel. If you have only been sent one dispatch email and haven’t received all of your items please contact us ASAP.
  2. DO YOU DELIVER TO PO BOXES & BPFO ADDRESSES?
    - We do deliver to PO Boxes & BFPO addresses. If you choose to have your goods delivered to a BFPO address, please remember to enter your BFPO and code number e.g. BFPO 1234 into the postcode field.
  3. WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?
    - We’re sorry to hear that you’ve received an incorrect or faulty item. So we can get this sorted for you, please drop us a message with the following info:
    • Your name
    • Your order number
    • Product name & code (this can be found on your order confirmation email)
    • Picture of the fault / incorrect item
  4. CAN I CHOOSE A COURIER?
    - Orders will be shipped to you by a courier service of our choosing.
  5. WHY IS THE SHIPPING FEE NOT CONSTANT?
    - Delivery prices may change from time to time. Delivery costs are influenced by the size and weight of the products and your location.
  6.  DO YOU DELIVER OUTSIDE NEW ZEALAND?
    - Yes! We deliver outside New Zealand and even Internationally.
  7. WILL I SEE HOW MUCH WOULD THE DELIVERY COST?
    - Delivery costs will be displayed after you have entered your postcode at the checkout.
  1. MY PROMO CODE ISN'T WORKING
    - All codes have an expiry date. Check the email in which you received the code to confirm how long you have to use it.
    - Make sure you are entering the code in capital letters and without any spaces. This is super important!
    - Make sure you are not trying to apply more than one promo code per order.
    - Some promotional codes only apply to certain items e.g. sale/hotlist. If you received your code on email, the full details of the items the code is applicable on will be included.
    - Items that are already on sale will be excluded from any further discount via promo code (unless otherwise stated).
    - Most of our codes are single use, so if you have used the code before and it is now showing as invalid then please check the terms of the code to confirm if it is single use.
  2. MY PROMO CODE ISN'T APPLYING TO ALL ITEMS IN MY ORDER? 
    - All sale items are excluded from promotional code discounts, unless otherwise stated.
    - Some promotional codes are only applicable to selected items, check your email with the code - if there are items excluded.
  3. DO YOU HAVE STUDENT, SENIOR AND PWD DISCOUNTS?
    - Kindly contact us for special discounts!
  1. WHAT IS YOUR RETURNS POLICY?
    - All orders placed through our website are subject to a 5-day Returns Policy. This means that any product purchased from our online shop is eligible to be returned up to five days after delivery given that the item is unused, in the same condition as when you received it, and in the original packaging. To find out if you are eligible to make a return, please contact a member of staff at [email protected].
  2. HOW LONG DO I HAVE TO RETURN AN ITEM?
    - You are able to return unsuitable items within 5 working days  of receipt. For all international customers, please return unsuitable items within 5 days of receiving your parcels. Please return unsuitable items in their original packaging.
  3. HOW MUCH DOES IT COST TO RETURN AN ITEM?
    -All shipping costs associated with returning a product are the responsibility of the customer. Any damage or loss to the product being returned while in transit is at the customer’s risk. Your returns label will be included in your parcel but if you need another one don’t panic.  We’re sorry, but we are unable to offer free returns for international customers, returns must be made at your own cost. All International Customers who wish to return their items can use the returns label.
  4. WHAT DO I DO IF MY PRODUCT IS FAULTY?
    - Sorry you have received a faulty item! So we can get this sorted, please contact our Customer Service with a picture of the faulty item and your order number.
  5. HOW LONG DOES IT TAKE TO PROCESS MY RETURN?
    - We aim to process and refund your return ASAP, but on occasions it may take up to 14 days (21 Days International) for your return to be processed and a further 7 days for the refund to reach your account. Please check your account as the refund will show under Bluetooth Hub, and may show on the date of your original purchase. If you haven’t received a refund and it has been more than 14 days (30 days international) since you posted your returns then please contact us with a picture of your proof of postage receipt.
  6. WHAT IS YOUR RETURNS POLICY?
    - Refunds can only be granted after products have been received and inspected by us. If you have changed your mind and returned the product, the product must be received by us in unused and resalable condition to be considered for a refund. Please check our Terms and Conditions for more details.
  7. DO YOU REFUND THE DELIVERY CHARGE?
    - Unfortunately we do not refund delivery charges on any orders. Unless you have contracted as a consumer in the EEA and you have cancelled your Contract under clause 5 of the Terms and Conditions, in which case we will refund delivery charges you have paid for delivery of the products to you, although the maximum refund for delivery will be the least expensive delivery method we offer to your delivery destination.
  8. HOW CAN I TRACK THE STATUS OF MY RETURN?
    - As soon as we have processed your refund, you will receive an email notification. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.

For more information you can check our terms and conditions page.

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