Frequently Asked Questions

How do I order online?

To order a product online simply go to the required product page, select the required options and quantity for that product and then click on “Add to Cart”. This will add that item to your online shopping cart which can be found at the top left of every page. You can continue to add other products. To amend your selections you simply click on the Shopping Cart. To complete your order and make payment click on the Shopping Cart and follow each step. This is called “Checking Out”.

What if I can’t find what I am looking for?

If you cannot find a particular product or brand on our website please contact GFO with the details. It is possible that an available item may not be currently displayed on our website. GFO may also be able to source the required product and will discuss this with you.

Have you received my order?

A confirmation email is sent to the customer for every order received. Please check that all details are correct. If you do not receive a confirmation email or you believe the details are incorrect, please contact GFO immediately on 03 377 4653 orsales@gfo.co.nz with the exact details.

How can I pay for a product?

GFO accepts online credit card payments with VISA, Mastercard or American Express Cards. Alternatively you can pay for a product by posting a bank or personal cheque to GFO. You must still complete and submit the order form on the website. Simply choose “Post a Cheque” as your preferred payment option. You will then be asked to print off your order to send to GFO with your payment. Cheques must be made out to GFO NZ Ltd and must be to the total amount including all freight and GST. Please note that orders will not be sent until cleared funds have been received by GFO. All cheques are to be sent to GFO at 81 Gasson Street, Sydenham, Christchurch 8023.

Is it safe to pay by credit card?

Yes. All GFO online credit card payments are facilitated by SecurepayTech using secure ecommerce servers with the latest encryption technology to ensure your transaction is made safely and both your credit card and personal information is protected from unauthorised use. For more information visit www.paypal.co.nz or contact the GFO Helpline on 03 377 4653. If you are unsure about paying online with a credit card we suggest you select the pay by cheque option or visit one of GFO’s retail stores.

What currency are your prices in?

All prices are shown in New Zealand dollars. When paying online by credit card the total New Zealand dollar amount of your order will be charged by your credit card company (in your currency). All New Zealand orders will include 15% GST. Overseas orders are GST exempt.

Do you charge delivery?

Yes. A delivery charge for New Zealand orders will be added to your shopping cart unless otherwise noted. When ordering more than one product on a single transaction freight will only be charged once for that order (the highest individual freight amount). For any International orders freight is charged for each individual item. GFO may not be able to deliver to all International destinations and may be required to arrange a delivery estimate before an order can be confirmed. Please see our Pricing & Freight Policy or email sales@gfo.co.nz for more information.

Can I add to an order?

Completed credit card orders cannot be changed unless you have claim for a refund or a problem with the product. We suggest you place another order for any missing items and if your previous order has not been sent GFO will send the orders together. If paying by cheque you may contact GFO to arrange an additional product before posting your payment. GFO will confirm the new total payment amount that needs to be sent.

Can I cancel parts of an order?

GFO will be happy to refund any item if in accordance with our Returns Policy. If your order has already been sent you will be required to return the unwanted items to GFO at your cost before they can be refunded. If the item is damaged or used GFO is not required to refund the amount in full. If your order has not left GFO can cancel parts of your order. You need to contact GFO immediately with the order number and details.

How is my order sent?

All orders are sent by registered courier or registered post. A signature is required on receipt of all orders. For this reason GFO requires an occupied physical delivery address and cannot delivery to a PO Box number. We highly recommend you select a work address or somewhere that is attended during normal business hours to prevent any unexpected delays or the return of goods to us.

How long is delivery?

Standard delivery time for New Zealand orders is between 2 to 5 working days from despatch depending on your location and subject to that product being available. If an item is not in stock we will advise the customer and place it on backorder. Please note that orders will not be despatched until full payment has been received and cleared. International deliveries may take longer. GFO will always attempt to contact the customer to explain any un-expected delays or extended delivery times. Please refer to our Pricing & Freight Policy for more details.

Can I track my order?

Yes. Once an order has been despatched an email will be sent to the customer with the delivery company name and the despatch (connote) number. It should then be possible to track the order via the delivery company’s website.

Can I collect an order from a GFO Store?

Yes you are welcome to collect an order in person from a GFO store as long as the order has not been sent. Please contact GFO to make arrangements. Unfortunately the freight amount will not be refunded from online orders if you decide to collect the order yourself.

What if my delivery hasn’t arrived?

Please contact GFO on 03 377 4653 or sales@gfo.co.nz if you think your order should have been received by now. We will investigate the order and update the situation. GFO does recommend that you select a work delivery address or somewhere that is attended during normal business hours to prevent any unexpected delays.

When will my backorder arrive?

If a backordered item is being sourced in New Zealand it should only take upto 5 working days for GFO to receive the product. If the backordered item is being sourced overseas GFO will contact you to let you know a due date. You will not be charged additional freight on backordered items sent separately to an order.

Can you send my order all at once?

Yes. If you have an item from an order on backorder we can hold the rest of the order and send it together once the backordered item arrives. Please contact GFO with your order number to arrange this.

The item I have received is incorrect?

Please contact GFO immediately with the details. We will be happy to exchange or refund any incorrect item provided the product is returned to us in its original condition. Please refer to our Returns Policy for full details.

The item I have received is faulty or damaged?

Please contact GFO immediately with the details. We will be happy to exchange or refund any damaged or faulty item in accordance with our Returns Policy. Refer to our Returns Policy for full details.

Can I change my account details?

Yes. Simply log in to your account with your username and password. Then select “Account Details” to make any required changes.