Frequently Asked Questions

Frequently Asked Questions

Online Orders

  1. When will my order arrive?
  2. How do I cancel an order?
  3. Can I change an order that has an updated status of 'picking in progress'?
  4. Can I exchange or return a product?
  5. What address should I send my returns to?
  6. Why can't Macpac send to a PO Box address?
  7. What if the product I ordered is out of stock?
  8. Will I have to pay customs and import charges on my international order?
  9. Can I use my gift voucher online?
  10. Are my credit card details secure?
  11. Which payment forms do you accept?

General

  1. What do you do with my personal details?
  2. Do you offer discounts for large orders?
  3. What is the Macpac Club?
  4. Do you offer a layby service?

Product

  1. My Macpac product needs to be repaired, what do I do?
  2. Where is your down sourced from?
  3. How do I clean my down jacket, rain jacket, merino etc.?

 

Online Orders

 

When will my order arrive?

We usually dispatch orders within 24-48 hours of receipt. Actual delivery time will depend on your location:

  • New Zealand: Delivery to most North Island addresses is within three business days of dispatch. South Island deliveries should arrive within two business days.
  • Australia: Standard deliveries take between two and five business days.
  • International: Orders take between three and 10 business days to be delivered.

Please note that rural delivery can take a little longer, so please allow an additional couple of days for this.

If your order contains any clearance items this may delay the dispatch of your order.

Orders are dispatched Monday to Friday.

 

How do I cancel an order?

If you have placed an order in error, please contact us as soon as possible and we will be happy to refund this for you.

 

Can I change an order that has an updated status of 'picking in progress'?

We may be able to amend an order that has already begun processing. Please contact us by phone as soon as possible so we can arrange this for you.

 

Can I exchange or return a product?

If you're not completely satisfied with your new Macpac purchase, you are welcome to exchange it for a full refund, store credit or an alternative product. The returned product must be unused, in its original packaging with all tags still intact, and returned within 60 days of purchase along with the original receipt. Products can be returned to any Macpac store, including our web store. This policy excludes underwear, food and gift vouchers.

 

What address should I send my returns to?

You should have received a returns card in your parcel with all the relevant returns information. Please follow the instructions on this card and send the item back to the stated address. Alternatively, you can find returns information on the Returns and Exchanges page. Please include a note with your information including your name, address and order number so we can identify your original order.

 

Why can't Macpac send to a PO Box address?

Your order will be delivered to your door by courier, where a signature is required as proof of delivery. A PO Box address does not require a signature upon delivery, so we would have no proof that you received your goods.

 

What if the product I ordered is out of stock?

If the product you ordered is out of stock, we will contact you immediately to offer an alternative. If nothing else is suitable, we'll offer a full refund of the purchase price.

 

Will I have to pay customs and import charges on my international order?

When an order is shipped outside of New Zealand or Australia, you may be charged duties or taxes by your local government before the goods will be released to you. These are beyond our control so please check with your local customs department prior to ordering, should you have any concerns.

 

Can I use my gift voucher online?

We currently have the facilities to process one gift voucher per transaction on the web.

If you have a Macpac gift voucher, simply select what you would like to purchase from the online store, and select the gift voucher payment option. Type out the number on the back of the gift voucher and the payment will be processed from your gift voucher. If you don't have enough for an entire order, you can split payment on to your credit card.

Alternatively, please pop into your nearest Macpac store.

 

Are my credit card details secure?

Yes, they are. Our website uses the DPS payment system to process your payment in real time. This is DSS compliant. Macpac does not see or store your credit card information.

 

Which payment forms do you accept?

We accept payments via Visa and MasterCard.


 

General

 

What do you do with my personal details?

Your privacy is important to us and we take the gathering of your personal information seriously. We store your personal details on our secure server in Christchurch and will not sell it to any third party.

 

Do you offer discounts for large orders?

We always offer the best possible prices for our Macpac club members, however, if you are purchasing a commercial quantity of any product please contact us to discuss pricing and availability.

 

What is The Macpac Club?

The Macpac Club is our loyalty club. Members automatically get a 20% discount off all full-priced Macpac purchases, 10% discount off all full-priced footwear purchases and can also get additional member-only discounts during major promotions. The club is free to join in-store or online.

 

Do you offer a lay-by service?

Unfortunately we don't offer a lay-by or back order service at this time.


 

Product

 

My Macpac product needs to be repaired, what do I do?

We can repair most products. Please visit the Warranty and Repairs page for further information.

 

Where is your down sourced from?

Animal welfare is important to us so we have gone out of our way to ensure we only use down which is a by-product of the meat industry. None of our down is live-plucked. Our suppliers source down from all over the world to achieve the desired fill power. The most common sources are Europe and China. We can also confirm that every batch of down is tested by the IDFL (International Down and Feather Testing Laboratory) and comes with a detailed report about its quality.

 

How do I clean my down jacket, rain jacket, merino etc.?

We have an extensive list of care instructions. You can find this here.