Frequently Asked Questions
Online Shopping
I’m having trouble with my online shopping. Where can I get help?
Our friendly customer service team is ready to assist! You can call us at +64 (0)3 443 7966, email us at info@outsidesports.co.nz, or reach out via the website chat in the bottom-right corner.
How can I stay updated on new arrivals and upcoming sales?
To stay in the loop about upcoming sales, events, and new arrivals, subscribe to our newsletter by scrolling to the bottom of any page on our website. You can also follow us on social media for exclusive content.
Can I cancel my order?
We completely get it, we change our minds too! Please send an email to info@outsidesports.co.nz if you want to cancel your order. We will do our best to cancel it if the order is not already shipped. Once we cancel/refund an online order, your bank account will be credited within 5 working days.
Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. Please note that return shipping is at your expense.
Do you offer a gift-wrapping service?
No, we don’t offer gift wrapping. However, we do offer gift vouchers—perfect for when you’re not sure what to choose!
Can I reserve an item for later purchase?
Yes, we can hold items for up to 5 days in-store. If you'd like to reserve an item for online purchase, please contact us at info@outsidesports.co.nz or use the chat feature on our website.
Can I change or cancel my order?
If you need to change or cancel your order, please contact our friendly customer service team as soon as possible at +64 (0)3 443 7966 or email us at info@outsidesports.co.nz.
Products
How do I know the right size for me?
To help you find the perfect size, check out our handy Size Guide on the product page. It includes various size options and conversion charts to assist you.
If you still have questions about sizing, don’t hesitate to reach out to our friendly customer service team. They’re always happy to help! You can contact us through our contact form, call +64 (0)3 441 0074, or email us at info@outsidesports.co.nz.
How do I know if an item is in stock?
Most items listed on our website are usually in stock. However, if you want to double-check availability before making a purchase, feel free to give us a call at +64 (0)3 441 0074 or send an email to info@outsidesports.co.nz. We’d be happy to check our stock levels for you and can even help you place an order securely over the phone!
Where can I find out more about a product?
You can find detailed product information on the product page by checking the tabs: Description, Features, and Technical Specifications.
We also have blog posts on various topics, including product highlights, which can offer more insights. If you still can’t find what you’re looking for, don’t hesitate to reach out to us through our contact page, call us at +64 (0)3 443 7966, or email us at info@outsidesports.co.nz. We’re here to help!
How can I find a specific product?
Use the search bar on our website to enter keywords or product names. You can also narrow down your search using filters for brand, color, size, or gender. If you need further assistance, our friendly team is happy to help.
Can I return my rental hiking kit to a different store?
Yes, you can! If you hire your hiking kit from our Wanaka store, you can return it to any of our Queenstown, Tekapo, or Te Anau stores for a relocation fee of $30. Simply add the relocation option when booking your hiking kit online.
Do you provide transport for bike rentals?
We don’t provide transport for our bike rentals. Rentals must be picked up and dropped off in-store.
Click & Collect
Do you offer a Click & Collect service?
Yes, but availability depends on stock at your selected location. If an item is in stock at your chosen store, you can select Click & Collect at checkout. If it's only available at another location, you won’t be able to select your preferred store. However, you can place the order and email us at info@outsidesports.co.nz if you'd like to pick it up from a different store—just note that this may cause a delay while we transfer the item. For more details, visit our Click & Collect page.
How much does Click & Collect cost
Nothing! Click & Collect is absolutely free, even if we are getting your item from another store. Learn more on our Click & Collect page.
Can someone else collect my order for me?
Yes, just provide their details during checkout, and they can collect the order on your behalf.
What identification do you accept?
We accept Driver’s Licence, Passport, NZ Firearms Licence, Police ID, Armed Forces ID, or proof of purchase (e.g., order confirmation or receipt).
Gift Vouchers
Do you sell gift vouchers online?
Yes, we do! Give the gift of choice with our Outside Sports Gift Vouchers—the perfect present for anyone and any occasion, especially for outdoor sports and adventure enthusiasts!
Please note that vouchers purchased online can only be used for online purchases.
Do you sell gift vouchers in-store?
Yes, we do! Just ask a member of our staff, and they’ll be happy to assist you.
Please note that gift vouchers purchased in-store can only be redeemed in any of our stores and are not valid for online purchases.
Does my voucher have an expiry date?
Yes, Outside Sports Gift Vouchers are valid for one year from the date of purchase.
How can I redeem a gift voucher?
When checking out online, enter your gift card number in the designated field at payment (you’ll find the code on your gift card or in your email). Be sure to click Apply before proceeding with your purchase to ensure the voucher is applied correctly.
Please note that vouchers purchased online can only be used for online purchases, while vouchers purchased in-store can only be redeemed in any of our physical locations.
My Account
How do I become an Outside Sports member?
We’d love to have you as part of the Outside Sports family! Becoming a member is easy—simply sign up on our website or visit one of our stores. Check out our memberships page to learn how to create your account and discover the many rewards you’ll access as a member. If you have any questions or need assistance, feel free to reach out to our team!
Are there any membership fees?
Nope! Our membership program is completely free to join.
How do I earn points, and where can I use them?
You can collect points with every purchase, earning rewards like exclusive offers, discounts, gifts, and more! You can redeem your points for your chosen rewards online or at any Outside Sports store. Happy shopping!
How can I check my points balance?
You can easily check your points by logging into your online account. If you prefer, feel free to ask our friendly staff in-store, and they’ll be happy to help you out! Otherwise, please send an email to info@outsidesports.co.nz and our team will help you.
How can I update my details?
You can update your details by logging into your online account and making the necessary changes. If you need assistance, feel free to reach out to our customer service team via the website chat or visit us in-store. We’re happy to help!
What should I do if I forget my password?
If you forget your password, you can click the "Forgot your password?" link on the login page to reset it. If you encounter any issues during the process, feel free to contact us for assistance.
Payments
What payment methods do you accept?
We accept all major credit cards—Visa, MasterCard, and American Express—along with PayPal, China UnionPay, Alipay, WeChat Pay, Afterpay, and bank transfer (for New Zealand orders only). This gives you the flexibility to shop online with your preferred payment method.
Are my payments secure?
Yes, our website uses a secure, certified online payment gateway. All payments are processed with SSL (Secure Socket Layer) protocol, ensuring that sensitive information is encrypted to protect your privacy. We utilize DPS (Direct Payment Solutions) for secure online transactions, which is certified AIS and PCI Level 1 compliant. Additionally, Outside Sports does not store your credit card details, ensuring your information remains safe.
Can I use multiple payment methods for my order?
Yes, you can use multiple payment methods in-store. For online orders, you can apply a gift voucher along with a standard payment method if the voucher doesn’t cover the full cost of your purchase.
Shipping
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
What is the shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
Visit our shipping & returns page to learn more!
Do you ship overseas?
Yes, Outside Sports ships internationally, but large or oversized items may not be eligible. To check if a specific item qualifies, please contact us at info@outsidesports.co.nz.
Shipping rates vary depending on the destination, and some countries—such as Israel, Hungary, Indonesia, Malaysia, Portugal, and Russia—are excluded from delivery. Please be aware that you are responsible for any taxes or duties upon delivery to your country.
For more information, visit our Shipping, Returns & Exchanges page.
What are your delivery timeframes?
Delivery timeframes vary based on your location and chosen delivery option. For New Zealand, the estimated timeframe is 3-7 working days. For international delivery, it’s estimated at 7-21 working days.
These timeframes are contingent upon product availability, and delays may occur due to weather conditions or issues with courier services. Online orders should be dispatched within 2 business days. For more information, please visit our shipping & returns page.
How much does delivery cost?
New Zealand: $9.99 (free on orders over $100 NZD*)
Australia: $40
Rest of the World: $60
We also offer free delivery with our Click & Collect service for all orders picked up in-store. For more information, please visit our shipping & returns page.
*Please note that large or oversized items are excluded from the free shipping offer but can be collected for free via Click & Collect.
Can I track my order?
Yes, you can track your order! Once your products have been shipped, you will receive an email with a tracking number. Both domestic and international shipping are tracked, allowing you to monitor your order's progress.
Why did I receive only part of my order?
Sometimes an order contains items that are shipped from different stores, so they may arrive on different days. Don't worry, the rest of your order should arrive shortly.
Returns & Exchanges
What's your returns policy?
We offer a 60-day hassle-free returns policy because we strive to build long-term relationships with our customers. If you're not 100% satisfied with your purchase, simply return the item(s) for an exchange or refund.
The item must be wrapped in a "courier bag" for return shipment. Please include your packing slip, details about whether you would like an exchange or a refund, and ensure the item is in its original, unworn condition with all packaging and labels attached. Please note that delivery charges are non-refundable.
If the item doesn't fit or if you ordered the wrong one, we're happy to refund or exchange it, but please note return shipping is at your expense.
For hygiene reasons, we cannot accept returns on undergarments. For more information on returns and exchanges, please visit our shipping & returns page.
Can I return a sale or clearance item?
Unfortunately, we do not accept returns or provide refunds for sale and clearance items unless they are faulty (see our Warranty Policy below). However, we’re happy to offer you an exchange for another item.
What is your exchange policy?
To exchange an item, please include your packing slip and details about what you would like to exchange and what you would like to swap it for. Ensure that the item is in its original, unworn condition with all packaging and labels attached.
Please note that delivery charges are non-refundable. For hygiene reasons, we cannot accept returns on undergarments.
You can find more information on our return and exchange policy on the shipping page.
What is your warranty policy?
If you think your purchased item has a manufacturing defect or arrived damaged, we’re here to help! Please email our friendly customer service team at info@outsidesports.co.nz to explain your request, and we’ll assess it on a case-by-case basis. Depending on the situation, it could be resolved quickly, or it may take a little longer (over a month in some cases).
We’ll chat with you about your warranty claim and guide you through the return process. You can also visit your nearest Outside Sports store with your item, receipt, and original packaging. After we evaluate it, we’ll let you know the next steps, and if your item is deemed faulty, we’ll offer a suitable solution.
Please note the following:
- We need a proof of purchase (having a customer account helps).
- The purchase must be within one year of the original transaction.
- The fault must appear to be a manufacturing defect.
We can't process warranty claims for:
- Items purchased over a year ago.
- Defects caused by improper storage of the product.
- Damage caused by improper use, poor maintenance, or failure to follow the product’s user manual.
- Damages due to sharp or hard objects, torsion, compression, falls, or abnormal impacts.
Warranty claims are only valid for defects or faults resulting from the manufacturing process. Warranty periods may vary by product and brand.
What should I do if my item arrives damaged or faulty?
If your item arrives damaged or faulty, please contact us via phone, email, in-store, or through our web chat. We’ll assess the situation and organize the return of the item. Depending on the specific case, we will determine whether to issue a replacement or a refund. We'll work with you to find the best solution.
What should I do if I receive the wrong item?
If you receive the wrong item, please contact us through our contact page, by phone at +64 (0)3 443 7966, or email us at info@outsidesports.co.nz. You can also chat with us online or visit one of our stores with your proof of purchase.
To exchange it for the correct item, please ensure the product is in new condition with the original tags attached.
Other
What are your sustainability practices?
Sustainability is a key part of our mission, and we aim to make a meaningful impact on the environment and our community. We partner with environmentally conscious brands that share our values and are proud members of 1% for the Planet. Additionally, $2.50 from every rental supports trail maintenance and expansion in Queenstown, Wanaka, and Te Anau. For more about our sustainability efforts, visit our "Company’s Purpose, Mission, Vision, and Values" page.
I need help—how can I contact you?
Our friendly customer service team is here to assist you with any requests! You can reach us through our contact page, by phone at +64 (0)3 443 7966, by emailing us at info@outsidesports.co.nz, or via the website chat. We’re ready to help!
How can I apply for a job at Outside Sports?
Thanks for your interest in joining our team! We’re always on the lookout for motivated and passionate individuals to become part of the Outside Sports family. To learn more about us and explore job opportunities, please visit our careers page. We can’t wait to meet you and hear about your passions, adventures, and how your values align with our mission!
How do I sign up for your newsletter?
At the bottom of any page on our website, you’ll find a Subscribe to our Newsletter section. Simply enter your email address and click Sign Up to join.
How can I unsubscribe from the newsletter?
At the bottom of any newsletter, you’ll find an Unsubscribe link. Click it to stop receiving future emails.
Where are your branches located?
Outside Sports has five branches:
To learn more about each store, check out our store locator page!
How can I provide feedback?
We’d love to hear from you! Simply fill out our contact form on our Contact Us page or email us at info@outsidesports.co.nz. Your feedback is important to us. To learn more about who we are, check out our About Us page, or see what our customers have to say by reading their feedback. Thank you for reaching out!
Do you have a price matching policy?
We don't have a fixed price matching policy, as it depends on various factors. If you have a price matching request, please contact us via email at info@outsidesports.co.nz or through our online chat. Our team will review your request on a case-by-case basis to see if it's doable.
Do you sell to resellers or allow multiple customer accounts?
We do not sell to resellers and each customer is only permitted to have one account. If we detect multiple accounts being created to use multiple discount codes or any order placed by resellers, we reserve the right to cancel the order.
Get in Touch
Have questions about your order, or a general enquiry?