Shipping and Delivery

Shipping and Delivery Information.

What is the cost of delivery? To celebrate the launch of our new online shop for a limited time* we are we offering FREE DELIVERY* on all our products! This will be subject to change.

Can I collect my order from your store? Yes you can! ‘Click and Collect’ your order from the store (based in Mount Maunganui). You will receive a confirmation after your order has been processed through our online store, which will detail how and when you can collect your equipment. * Collection is between 10am and 4pm Monday to Friday. Mobility Plus, 67 Totara Street, Mount Maunganui, 3116. Please phone ahead so we can prepare your order in advance. * Please make sure you have your copy of the sales invoice, and a valid form of ID (passport or driving licence). Without which we cannot release the product.

Which Courier will deliver my equipment? We use a range of couriers depending on your location. This allows us to get your products to you as quickly as possible. The choice of courier company used will be at our discretion.

How long will my order take? We process orders Monday to Friday, and we dispatch orders once a day. On top of this processing time, you will also have to factor in delivery time. Orders received after 2pm Monday to Friday will be processed the next working day. We do not process orders at the weekend or on public holidays. During Covid-19 lockdown (all levels) and post Covid-19, we still occasionally succumb to minor delays. Please allow an additional 3 working days to allow your product to get to you. Our couriers are working hard to clear backlogs and deliver our products in good time.

Dispatch Direct or from a supplier. Although we hold a huge amount of stock, sometimes we opt to drop-ship from one of our invaluable suppliers. This is usually to speed delivery up of a product we do not have in stock. W

In stock or out of stock? In the unlikely event of us or our supplier not having your product in stock, it may take us extra time to dispatch your order. You will be kept informed if such a situation occurs and will not be charged anything extra. *please see note on Covid-19 under, ‘How Long Will my Order Take’’? Delivery Time? We aim to get your product to you as fast as possible. Most orders are picked and packed on the same day that we receive your order. Standard delivery 1 to 4 business working days. Rural delivery 3 to 5 business working days. *Delivery times are an estimate only. *Days for delivery days are business days and only after dispatch. *Large or Bulky items may take longer. *Please note that these times start only after the goods are picked up from our premises ** Please see our note on Covid-19, “How Long Will my Order Take’?

Can I trace my parcel? Yes. You will be sent an email to the email address you provided, with a tracking number and name of the courier company once the parcel has been dispatched. Can I leave a message for the courier? We will forward all messages and comments regarding delivery to the courier company, however as we do not have control over the courier company or their drivers, we cannot guarantee that all messages will be actioned. Unfortunately, this is beyond our control.

What if my parcel hasn't arrived? If you haven't received your parcel within the timeframe specified above, then please contact us straight away. Claiming for a parcel must be done within 10 days from initial dispatch. The claims process is done on a case by case basis. *We cannot accept responsibility for your parcel once delivery has been made. My parcel arrived damaged. What can I do? If your parcel has turned up damaged, please do not sign for it without making a note of the damage. Take photos of all outer packaging and/or damaged goods inside and email the photos to us. For us to make a claim with the courier company, you must provide us with all of the information above including photos, otherwise the claim will be declined.

Mobility Scooters. As these are large items and need to be set up or demonstrated, these will be delivered by one of our qualified technicians, or hand-picked delivery companies, to the person named on the invoice (unless otherwise advised by the client). The mobility scooter delivery with set-up service is currently only in the Bay of Plenty area. If you wish to collect from our store, please contact us first so we can have your equipment ready for collection.