FREQUENTLY ASKED QUESTIONS
Does Marston Moor have any special promotions or discounts?
At Marston Moor we attempt to provide the best market price every day but we also regualrly run promotions across our product range throughout the year. Make sure you register with us to ensure your are advised of the great deals when they occur.
Does Marston Moor price match?
Yes, Marston Moor strives to give you the best price available and currently offer price matching on all of our products. If you find a lower, verifiable price from authorised (by the manufacturer) internet or brick and mortar retailer, call our sales department at 0800 002 217 and we will match the price. The sales department is available during normal working hours.
Are my details secure?
Yes. When you supply any personal details, including your credit account details, they're sent across the Internet using 256-bit encryption - that is, using an encryption key that's 156 digits long. In addition, all the personal information you give us - and all your orders - are stored behind a firewall (a firewall is software and hardware which prevent unauthorised access to a system).
How do I update my personal details?
You can change your personal details in the My Account>View or Change my Account Information. You need to be logged in to see this page.
How do I change my password?
Simply go to the Change My Account Password page under the My Account tab. You need to be logged in to see this page
What should I do if I forget my password?
Simply click on the Forgotten Password button below the login button. Enter your email addres and an email will be sent to your registered email address with a new computer generated pasword. You can change the new password anytime in My Account Section.
Location, Hours & Contact Info
What are your hours?
Online Sales & Support Hours
Mon - Fri 8.30am - 5pm
Do you have more than one location?
We have only the one store located at 74 Commerce Street, Kaitaia.
How do I contact my sales person directly?
For any information or help call our free phone number 0800 002 217 or email us by clicking here
Ordering & Purchases
How can I see if a product is out of stock?
Stock availability is detailed on the product page. If we are in stock in our warehouse we will despatch at the earliest opportunity. However, to keep our prices and freight to a minimum we occasionally delivery direct from the manufacturer. If stock is with our supplier an estimate of the delivery time is provided.
On placing your order you will be contacted within 60min (during working hours) if a product is unavailable or delayed. We will advise you of the new expected delivery time and give you the option of alternatives. If you choose to cancel the order you will be immediately credited.
How do I create an order?
Placing an order is easy! Once you have found the item you wish to purchase, simply click on "Buy Now". Once you have added all the products you require, click on "Checkout" on the right hand side. This will commence the payment process. Follow the instructions.
How do I quickly find the product I want?
To find the required products, simply select one of the Product Categories on the left hand side of the page. Underneath each of these categories are subcategories and if you click this or hoer the next level of categories will appear. Alternatively you can you the Search function at the top of the page. Simply enter a keyword or product code in the search box.
How do I save an order?
If you are logged in your order is automatically saved in the shopping cart. You also have the option of saving the order as an order template.
Can I continue adding to my order over a period of time?
As long as you are logged in your order is automatically saved in the shopping cart. You can also set up an order template or save products to your favourites list.
How do I view an order?
You can view or modify the contents of your shopping cart at any time by clicking on "in your Cart" at the top of the page.
How do I change the quantity of an item in my shopping cart?
Simply update the quantity required and click "Update".
How do I delete an item from my shopping cart?
Simply click on the "Remove" button.
How do I cancel or amend a confirmed order?
Give us a phone call on 0800 002 217 and our Customer Services team will assist you.
Who can I call for service on an appliance/electronic that was purchased from Marston Moor?
Contact us on 0800 002 217 and we will endeavour to advise the best option in your area
What does back-order mean?
The manufacturer indicates it will arrive in our warehouse in "X" days or more. It will ship once received.
What does special-order mean?
Special-order means items that we do not normally carry these items in stock, and must put in a special request to get them in. Once found and ordered from the manufacturer we will ship it once it is received.
What are Marston Moor’s payment options?
- Safe Shopping Guarantee
Our Secure Shopping Guarantee protects you while you shop at Marston Moor. You should never have to worry about your credit card being in the wrong hands. We guarantee that every transaction you make will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at online with us.
- Credit Cards
We accept Visa, MasterCard, Q Card, and Visa Debit. You can safely enter your entire credit card number via DPS Payment Express, our secure credit card service, which encrypts all submitted information. If for any reason we are unable to supply your order in full we will immediatley advise you and credit your credit card the appropriate amount.
We accept bank transfers. However, please note bank transactions can take up to three working days to process so delivery can be delayed by a similar period.
- Business Credit Account
For credit approved organisations we provide a 20th of the month accounts service. We require a signed credit application for all 20th of the month applications and your first order must be paid via pro forma invoice before we ship any goods. If you'd like to set-up an 20th of the Month account, get in touch with us here.
What is Marston Moor’s shopping security promise?
The checkout and confirmation areas of our site are secured using SSL (Secure Socket Layer) encryption. This ensures that your credit card number and personal information are never sent over the internet unencrypted. Your credit card information is immediately stored in its encrypted form within the data centre. Once it is encrypted, no one except the credit card authorization company can decrypt it.
Are your prices GST included?
All prices on Marston Moor are inclusive of 15% Goods and Service Tax (GST).
I haven’t received my order confirmation email.
Go to View Account Information within the My Account section and check that the email provided is correct.
If this is incorrect, simply update and save. If it is correct, please contact us on 0800 002 217 and our customer service team will assist you.
Shipping & Delivery
How much is the delivery/freight fee?
All purchases over $99 are shipped freight free. For purchases below $99 we work on a zone freight system.
Zone 1 – Cape Reinga to Whangarei: $5.00
Zone 2 – Between Whangarei & the Bombay Hills: $7.69
Zone 3 – Rest of the North Island: $8.69
Zone 4 – South Island & Great Barrier Island: $11.09
Rural Delivery Surcharge: $3.00
Unfortunately we must charge this additional fee because smaller courier operators are sub contracted by Courier Post to deliver your parcel from the nearest Post Office. Courier Post on-charge this fee to Marston Moor.
Freight is calculated based on your postcode. Please ensure that this is correct when placing your order through the checkout.
Can I have more than one delivery address?
No problem. You can set up as many delivery addresses as you like, and choose any one of them when the time comes to place your order. To set up another address simply go to View or Change Entries Within My aAddress Book within the My Account section where you can add another address. You can edit or delete any address in the same section.
Do you ship outside of the New Zealand?
No. Unfortunately, we are unable to offer international shipping at this stage.
What companies do you use for delivery?
We primarily use Courier Post.
How long will my delivery take?
We will generally ship orders placed before 2pm same day, or after that time during normal business hours the next day. You should allow 2-5 days for large items (e.g. office furniture & business machines). It is not usually possible for us to arrange delivery on a weekend or statutory holiday. If there are any likely delays we will promptly advise you. Once your order has left our distribution centre, the delivery schedule and timing is determined by the courier company. If you have any concern please call us on 0800 002 217
How do I track my order?
Tracking is possible when you register and have a login with us. If you have not registered for a login account you can call us on Freephone 0800 002 217 and we will track the order.
Why have I received one item of my order but not the other?
Delivery of your order may be split into several consignments due to stock availability or type of items included in your order; for example furniture or non standard sized items maybe shipped separately. We will advise you prior to shipping.
Are receipts sent with deliveries?
Your deliveries include a packing slip which you can use to check your order. If you have a separate billing address we forward the invoice by email.
Service, Returns & Warranty
What is the warranty on your items?
Manufacturer Warranty (authorized online retailer): Manufacturer's warranties vary per product. For more information on a product's warranty, please contact us. Extended Service Warranty Available: Available for some products sold through our website.
How do I make a return?
The vast majority of orders at Marston Moor are delivered without a problem. You can see our returns policy here.