Here at JDubb, we want our customers to enjoy shopping with us and come back for more! For which we have the below commitment:
#Positive Vibes! Great quality products, Exceptional customer service
Reply times – We aim to deal with all customer sales and support queries within 1-2 business days (unless a delay is specified)
Shipping – For courier shipments, all products will be shipped out for delivery within 2-5 working days.
Please refer to our Shop page for contact details.
At JDubb we strive to ensure that you have a pleasant experience – if you are not satisfied for any reason, we will do our best to get things fixed pronto!. We will meet all our obligations under the Consumer Guarantees Act and Fair Trading Act.
At JDubb we want to be as flexible as possible so you can get what you need when you need it, for which we have a variety of payment options to consider.
We take all credit cards (credit cards attract a 2% terminal fee)
Paypay – is available online
Bank transfer – You can pay with online banking for your order and your order will be processed once the payment has cleared, please refer to your purchase confirmation/invoice/payment instructions for our bank account number.
Courier parcels – We use Aramex New Zealand for sending parcels. They have an extensive network and parcels are usually delivered throughout North Island 2-3 working days and 2-5 working days throughout South Island, Rural deliveries take up to 7 working days. In order to track your Aramex parcel please follow instructions on the link https://www.aramex.co.nz/tools/track/
Please note the below points:
General shipping terms
We do not deliver to PO boxes and RD deliveries may attract additional charges.
Please provide your contact number for deliveries without delays
Aramex Signature delivery service requires their couriers to obtain a signature from the receiver. If that’s not possible, the parcel will be redirected to the nearest Parcel Connect agent. The customer will be notified where to collect their item from by email or calling card.
Most shipping fees are available under product descriptions, if you require a bulk delivery quote please contact us and we can come back to you with combined postage charges.
Getting your products delivered to you on time is important to us and we will try our best to achieve it, however since we use third party carriers, we are unable to guarantee deliveries on a specific time.
If an item has arrived damaged please do not sign for the delivery (or note on the docket that arrived damaged) / if left without signature in both cases please notify us within 3 working days along with a reference number and photos.
A replacement will be arranged for you as soon as possible.
Do not remove the tags as this may void return-ability and / or carrier claims.
By signing for the delivery you are accepting that you have received the goods in good condition.
Please contact us with your reference/ invoice number and we should be able to get back to you within 1-3 business days with an update.
In some rare occasions, freight may be lost in transit, please give us 5 business days to investigate before we send out a replacement to you.
If we are notified that your item is damaged / lost in transit, we will send out a replacement straight away.
We want our customers to be 100% satisfied with their purchase, but we understand that sometimes a product may not meet your requirements, for which we do accept change of mind returns, subject to the below conditions:
- Please contact us within 5 days of purchase with the invoice/reference number to notify us of the return.
- The item should be unused and in original packaging. Returns will be inspected on return to ensure it is in original unused condition including packaging, tags and accessories. If we find that the product cannot be sold as brand new, we have the right to reject the return or charge a 15% restocking fee.
- If the item was shipped to you, the original shipping and return shipping will be at buyers cost. We are able to arrange return shipping for you which will be deducted from the original amount paid.
- Please note that we do not accept change of mind returns of mattresses, toppers and related products for hygiene reasons. Please ensure you choose these items carefully prior to purchase.
- Please note we do not organise pickups from RD addresses, if you live in an RD address, you may have to drop the product at the nearest courier depot for collection or provide us with a non-rd address for
- A refund / store credit / replacement will be supplied based on the resolution reached between the customer and ourselves only after the product has been returned back to us.
If for any reason the product we sent you turns out to be faulty, we’ll do our best to get that fixed really quickly. Please contact us strictly within 3 working days of receiving your purchase we’ll replace it for you and meet all our responsibilities under the Consumer Guarantees Act 1993. If the product is as described and is returned back due to change of mind then Shipping will not be refunded and a 15% restocking fee will apply.
For a full refund the goods must be returned in a re-saleable state as received by the purchaser. Please note we will not refund for damage caused directly or indirectly after receipt by the purchaser. Shipping will not be refunded and a 15% restocking fee will apply.
Ideally refunds are processed within 2-3 business days once acknowledged by our staff in writing. Refunds will only be processed using the same mode of payment which was accepted at the time of purchase. Refunds will be processed once the item has been returned back to us either via couriers or by the customer’s directly.