Frequently Asked Questions
We have a list of things we get asked a lot!
What is Container Door and How Does It Work?
Container Door is the website where you can buy the cool things you want without paying retail prices, just by pre-ordering.
Yep, we use the power of community buying to unlock prices that are as close to factory-direct as it’s possible to get.
So How Does That Work?
- You find an awesome deal on our website and you want it - YAY!
- You shop around to compare prices and almost faint when you realise how much you can save buying it from Container Door.
- You pre-order it through our website, entering your credit card details, delivery address etc. and take note of the Estimated Dispatch Date.
- Each deal is offered for up to 14 days. (Some deals are so popular they sell out faster!) At the end of the deal period, if enough other people have ordered it too, the deal goes ahead and your credit card is charged.
- Then we place everyone’s orders with our hand-picked factory and the items are produced especially for you. So, yes, it takes a bit of time.
- They are shipped here to us and we get them delivered right to your door. They’re guaranteed by us too – we’re here for you if anything should go wrong.
In short, if you’re prepared to wait a bit, you can save a boatload. And we make it easy!
What is the Estimated Dispatch Date?
The Estimated Dispatch Date is when we expect to dispatch your order from our warehouse in Auckland.
This information is in every Pre-Order deal near the Add To Cart button.
Get It Now deals are for items in stock so they dispatch in 1-2 business days.
This date is our best estimate given the information we have to hand from the supplier and international shipping lines. Please be aware that sometimes we experience delays that are outside of our control but we will keep you posted on any changes to our expected dispatch date.
How long your order will take to arrive with you depends on its size and where you are located.
Smaller items should arrive with you 1-3 working days after dispatch.
Larger items may take 5-7 working days to arrive with you.
Rural customers may experience longer transit times.
Did You Know?
If you have bought a gift for someone that will not be arriving in time, you can create a customised "I Bought You" certificate to present to them. Just log in and visit Gift IOU in the My Account menu and follow the easy steps.
How Can Container Door Prices Be So Cheap?
Because you pre-pay us, and because we are an online company that doesn’t hold stock, we don’t need big expensive retail stores, or big warehouses, or tons of staff and we don’t have lots of money tied up in stock. We pass these savings on to YOU, because that’s just the kind of good guys and gals we are.
How Does Your “Time Pay” Layby Work?
WHAT IS TIME PAY?
We know that it can be painful to tie up a lump sum when you pre-order expensive items that take a while to arrive, so we are offering Time Pay to split your payments over time.
Time Pay is offered on selected big-ticket items, identified by our Time Pay logo.
All Time Pay transactions are interest free. You pay the same amount over time as you would if you paid in a lump sum. However, if you can’t complete your Time Pay transaction, we will deduct a modest Restocking Fee from your refund.
HOW IT WORKS
Time Pay deals will publish the payment schedule and amounts inside each deal.
The first instalment is taken as soon as the deal closes successfully; the final payment will be taken approximately 14 days before our estimated dispatch date (EDD), and the additional middle payment(s) will be spread out evenly between those dates. The payments will be divided into equal amounts, however the final instalment will also have any home delivery charges added in.
Some deals may have a fixed number of instalments but you may be able to choose from either 3 or 6 instalments over the payment period. The payment dates and amounts are set by us and are fixed, not flexible, even if our estimated dispatch date changes due to circumstances outside our control.
See “Current Settings” for more information.
HOW TO GET STARTED
- Identify the Time Pay product you wish to purchase and click through in the live deal to the Deal Information page.
- Add the product to your cart – you can order multiples of this product for Time Pay if you wish. Please remove all other items from your cart, including other items that are also available on Time Pay, as we can only process one Time Pay transaction at a time.
- Select Time Pay as your payment method and choose from 3 or 6 instalments if the choice is offered.
- Enter or confirm your credit card details as usual, ensuring your credit card will be valid for the entire duration of the Time Pay period.
NB. Your first payment my not be charged immediately. Instead, your credit card will be charged as soon as the deal closes successfully.
MAKING SUBSEQUENT PAYMENTS
We will automatically charge this same credit card for your future instalments as per your Payment Schedule.
As a courtesy we will endeavor to remind you by eg. email and via Notifications on our website before each payment is due.
You can also log on to My Account and see your payment schedule at any time.
Legally, we continue to be the owner of the goods until they are paid for in full so we won’t dispatch anything that has not been 100% paid for – this includes any delivery charges.
IF YOUR PAYMENT FAILS
If any of your payments fail for any reason, you will have 7 days to make good, and our dedicated staff will be happy to assist you in adding a new credit card to your account if required.
In the event that you can’t complete any instalment payment by the cut-off date, your order will be cancelled and you will be refunded what you have paid, less a nominal Restocking Fee, which is a percentage of the price of the product, excluding any home delivery charge. For more information on this, please read our full Terms & Conditions and see below under Current Time Pay Settings
EARLY PAYMENT IN FULL
If for some reason you wish to pay off the entire lump sum ahead of schedule, we can help you do that, however due to technology constraints we are unable to vary your instalment due dates or amounts.
HOW TO CANCEL
Because this is a layby transaction, you can cancel at any time before you take possession of the product, and we will refund you all the money you paid, less the Restocking Fee deduction.
To cancel, just contact us by email at email@example.com or by phone on (09) 526 5098 to let us know.
CURRENT TIME PAY SETTINGS
Number of Instalments: 3 or 6 Term (end date): Automatically set by us Instalment Dates: Automatically set by us Restocking Fee Amount: 2% of the total price of the goods (excluding delivery) Delivery Charge: Added to the final instalment Maximum Time Pay Amount: $30,000 including delivery Failed Payment Make-Good Period: 7 days from when we first attempt to charge your card
We will cancel any Time Pay agreement where a failed payment is not made good within the deadline. See our Terms & Conditions for more information on when we may cancel your Time Pay.
How Do You Choose and Source Your Products?
Our team of passionate buyers searches the world to find awesome products to list. We frequently visit the factories ourselves AND we have a dedicated Container Door team in China that checks the quality of our sample products.
Often when we are hunting for a new product we compare them from a number of factories and choose the best one. And of course we reject a lot of stuff that, quite simply, doesn’t meet our expectations.
And of course, all of our products meet New Zealand’s safety standard requirements.
What If I Don’t See Exactly What I Want?
Let us know and we’ll do our best to hunt it down. If enough other people want it – boom, we bring it in for you! So use the Contact Us form in the Help menu and tell us what you’re looking for.
What If Something Goes Wrong?
We only want to offer great quality products at great prices and have happy customers – that’s the goal! So Container Door guarantees everything you buy from us for one year and we have a dedicated customer support team standing by to help you with any issue or query you may have. And of course you are covered by us under the Consumer Guarantees Act 1993. In short, don’t worry, we will look after you!
What if I Need Help With Assembly?
When we need something assembled we use Kitset Assembly Services.They’re really friendly, know what they’re doing and don’t charge the earth. They have branches around NZ and, no, we don’t get any kind of money for saying this!
Call them on 0508 454 873
Or check out their website www.kitsetassemblyservices.co.nz
Do You Offer Afterpay?
Why yes, we do offer Afterpay for certain online purchases.
A few things to note:
- Not all products are available on Afterpay. Eg, alcohol is not eligible. Look for the Afterpay logo on selected deals.
- Each product must total less than $1500 including delivery to be eligible for Afterpay.
- Sorry we do not allow payments to be split between Afterpay and a credit card.
How Does Afterpay Work?
Place your Container Door order as usual and select Afterpay as your payment method during checkout.
Afterpay lets you pay in four fortnightly instalments instead of one lump sum. It is interest free and there are no extra charges if you make your payments on time*.
If you don’t already have an Afterpay account, don’t worry – they have a quick and easy online approval process during checkout.
To be eligible you need to:
- be at least 18 years old
- have a New Zealand credit card
- live in New Zealand.
*For Afterpay’s full Terms of Service, please visit HERE
For more information, please visit the Afterpay website HERE
When Will My First Afterpay Instalment Be Due?
For both Pre-Order and Get It Now deals, Afterpay decides when to take your first instalment based on your history with them. They will advise you of your first payment date during the check-out process.
Some Afterpay customers won’t be charged for their first instalment until after our Pre-Order deal closes. However, other Afterpay customers will find that their first instalment will be charged as soon as they confirm their order on a Pre-Order deal – before the live deal even closes.
Don’t worry, if the deal fails and doesn’t go through for any reason, our system will trigger an automatic cancellation of your Afterpay purchase agreement for this item. And if you have already made your first instalment, Afterpay will refund you for this.
POLi Payment F.A.Q.s
What is POLi?
POLi allows you to make a secure payment for goods online from your online banking system. It’s a convenient way to shop online without needing to use a credit card.
Do I have to register to use POLi?
No as you are simply logging into your own online banking account through their connection portal, during our Checkout process.
Which Banks Support POLi for Payments?
- ANZ–change your settings before using ANZ for the first time. See below *
- ASB–we recommend signing up for Netcode first
- The Co-operative Bank
- TSB Bank
* ANZ users will need to update their settings just once before using POLi for the first time.
- Log in to your ANZ internet banking account
- Select "Your Settings"
- Select "Change Online Code preferences"
- Tick "Create a payment to people or companies"
- Save your changes by clicking "Change Preferences"
Can I Trust POLi?
The POLi system is safe and secure. When you pay with POLi the transaction is protected by yourInternet Banking security. Confidential information is not disclosed to any third party including POLi andContainer Door.
- POLi does not capture usernames or passwords
- POLi's software is regularly reviewed by independent security companies
- POLi checks the bank website's SSL certificate and thumbprints to always ensure you are talking directly to your bank
- POLi works with some of the most trusted brands online.
For more detailed information on POLi visit this page:
Is POLi Available on All Deals?
It is available on almost all of our deals, but is excluded from brand new items or new shipments, where the deal may fail if it doesn’t get enough orders.Most of our deals are best-sellers that we repeat frequently, and these are all available for payment using POLi.
When Do I Make The Payment?
We process your POLi payment straight away in Checkout process rather than waiting until the deal closes. That’s because you have to be online to log into your bank account. In the unlikely event that we have to fail a deal unexpectedly, we will refund your pre-payment.
How Do I Get Refunded?
We will manage the refund process automatically –you don’t need to ask us. We will make the payment back to the same bank account that you paid us from. Please allow up to 5 business days for the money to show up in your account.
Why Choose POLi?
POLi is a great alternative for people without credit cards, or for those who have them but would prefer not to use online.Just choose POLi as your payment method during Checkout. The amount, reference information and banking details are pre-populated ensuring there are no errors. You receive a completed payment notification when the payment is made(and so do we).
Where are my funds?
The POLi system facilitates a payment transaction to transfer funds from your bank account to Container Door’s bank account. When you confirm the payment your funds are transferred directly to our account, along with the information we need, such as the Container DoorPurchase ID and your name etc. That way we will always be able to match up your payment to your purchase.
Who can use POLi?
Anyone who has access to a "One-Off Payment" functionality offered by a supported online banking facility can use POLi.Note that your bank may refer to the One-off Payment functionality by a different name. E.g. Pay Anyone, 3rd party transaction etc. It’s the functionality that allows you to make a single payment from your bank account to another.
How does POLi work?
Once you’ve selected POLi as your payment method you will see the POLi Landing page. On that page:
- Select your bank
- When prompted login using your Internet Banking username and password.
- Follow the prompts to complete the payment transaction. This may include selecting which account you wish to pay from, and a second factor authentication step (e.g. app notification,SMS message or similar from your bank)
- Confirm the payment at which point you will be redirected back to Container Door.
Is there a fee when I use POLi?
No. However your bank may apply fees for electronic funds transfers.
Is there a fee when I use POLi?
The POLi payments service is brought to you by POLi Payments Pty Ltd, a wholly owned subsidiary of Australia Post and a provider of innovative web-based transaction services and software. POLi is distributed in New Zealand by Merco Limited.
We endeavour to keep this information on POLi up to date but we make no representations, warranties or guarantees, whether express or implied, that this content or the content on our website is accurate, complete or up-to-date.We recommend that you visit their website https://www.polipay.co.nz or their Support page https://www.polipay.co.nz/support/ for the most up to date and accurate information.
I’ve Placed My Order - When Do I Get Charged?
Your credit card only gets charged once the minimum quantity has been met by the end of each successful deal (on day 14 of the deal, or sooner if it sells out before then.) If the minimum quantity is not met, the deal doesn’t go through and your credit card will not be charged.
What If My Credit Card Payment Fails?
We will email you to alert you to the problem, then you have 48 hours to follow the instructions to re-submit your credit card details.
If you don’t manage to do that in time, the deal will go ahead without you and you’ll have to wait for the next one – sorry about that!
Do You Guarantee Your Products?
Yes, we guarantee all our products for one year offering replacement, repair or your money back for any faulty items. You are also covered by the Consumer Guarantees Act 1993. We can also help source spare or replacement parts within a reasonable time after your purchase. Whatever your problem is, get in touch with us and we’ll do our best to help you out – we want you to be happy!
I Missed Out On A Deal. Can You Add My Order After It Has Closed?
No, unfortunately our system isn’t set up for that. But don’t worry - we re-run deals all the time. Search for it on our “Returning Soon” tab and add the item to your Wishlist. Then you’ll get an automatic email the next time that deal is relisted.
The Deal I Had Pre-Ordered Didn’t Go Ahead. Now What?
We know how disappointing that is for you - especially as we do a lot of work to get a product to the deal stage! But if there are not enough customers to place an order with the factory, there’s nothing we can do about it.
Firstly, we do not charge your credit card unless a deal goes through, so you never paid anything. That means you don’t have to check your credit card account looking for a refund. Whew.
If the item is in the “Returning Soon” tab of our Products area, you can add it to your Wishlist and get a notification if/when the deal returns.
If all else fails, please email firstname.lastname@example.org to request a re-list and we’ll see what we can do.
Did you know? You can help a deal to succeed by telling all your friends to buy it too. Post about it publicly on Facebook and tell your favourite groups and communities – anything to spread the word. Then lots of other people will pile in to buy it too.
I’m Having Trouble Creating An Account or Logging In.
If you’ve forgotten your password, click Forgot Password and we will email the address you originally signed up with so you can reset it.
If you are having trouble signing up, it is sometimes because you already signed up using that address and have forgotten about it (or you signed up with Facebook and they used it for you). Try clicking Forgot Password and check that email account to see if you get a reset link.
Otherwise please email email@example.com and one of our support staff will help you.
I Signed Up Using Facebook But Have Now Deleted My Facebook Profile
If you joined Container Door with Facebook, you can only log in with that profile – sorry!
We do not receive any of your password details and cannot retrieve this account for you if your relationship with Facebook changes to “it’s complicated”.
You can either revive your Facebook profile and log in that way, or create a new account with us using a more permanent email address.
My Email Address Has Changed – What Do I Do?
We can update this for you. Please email firstname.lastname@example.org for assistance.
How Do I Find Out Where My Order Is At?
Simply log in to Container Door and check My Account -> My Purchases from the top menu.
Here you’ll see the product’s estimated dispatch date from us in Auckland to you at the address you provided when you placed your order.
We also email to you when your item has been dispatched (or is ready for you to pick up).
These come to the email address you used when you signed up to Container Door. If you signed up to Container Door using Facebook, you will need to check that email account if it is different from your daily email address.
All of our updates are ALSO listed in My Account -> Notifications so you can log in and read your notifications any time you like!
I Have Moved House. What Do I Do?
If you don’t have any pending orders, you can simply log on to My Account and update your details.
But if you’ve already placed an order using your old address details, please contact our support staff and we can update the courier instructions for you.
What Should I Know About Pick-Ups and Deliveries?
Large items can be delivered to your door, or you can opt to pick them up from our Auckland showroom to save on delivery charges.
Small things and Get It Now items are delivery-only.
NB. Currently, you cannot mix Pick-Up and Delivery-Only items during our Checkout process. If you have one item in your cart that is Delivery Only, this will make all of your purchases Delivery Only. Deleting the delivery-only items (Get It Now, small items or alcohol) will allow you to select Pick-Up for your larger items.
The location for pick-ups is 123 Pilkington Rd, Panmure, Auckland. Click HERE for a map and the latest pick-up hours.
A few things to note about Pick-Ups:
Please think about the size of the item you are picking up. Can you really take a 4m kayak home without a roof-rack? Will the couch-sized box fit inside your compact car?
Please come equipped with all of the roof-racks, bungee cords etc you may need.
We will help you load up your trailer or secure an item to your roof-rack, but we cannot allow you to leave with a dangerous or unsecured load.
All deliveries are despatched from our freight provider’s depot in Auckland, unless otherwise stated. (Sometimes we ship directly to Lyttelton for South Island deals, which makes home delivery more economical for Mainlanders.)
You can choose Delivery as an option during the Checkout process when you place your initial order.
Large items are delivered by a freight company. They will email you your tracking number and their driver will phone you on the day to arrange a suitable delivery time.
Smaller items are delivered by a courier company and if you are not home they will leave the parcel on your doorstep if they feel it is safe to do so.
In some instances they may leave a card to call instead.
They do not currently supply tracking information but you can email email@example.com to follow up on the whereabouts of any parcel.
Our couriers cannot leave wine deliveries on doorsteps – these must be signed for by someone aged 18+.
Please think about the delivery address you specify. Do you really want a 4m kayak turning up at the office? Maybe not.
If you don’t like the look of our delivery cost, you are welcome to arrange for your own courier or freight provider to collect it on your behalf. Just select the “Pick-Up” option when you buy and make sure to give your courier driver your order number, name etc. We will also ask them for their ID so we know who we’ve given your stuff to.
Because we courier a LOT of stuff we have negotiated really sharp rates, so if you CAN get it delivered cheaper than our price, we’d really love to hear about it!
How Do I Find Out The Delivery Price?
The best way to find out is to add an item to your cart, then start the Checkout process.
That’s because we don’t have blanket charges for freight – we calculate the exact amount based on the size of the item and how far it has to travel from us to reach your front door.
When you enter your delivery address (selecting it from the Google Maps pull down options) the freight amount shows up automatically. At that time you can decide whether to proceed with your purchase or not.
If you are having trouble getting the system to recognise your address, make sure you are selecting it from the Google Maps pull down, not letting your browser (Chrome, Safari etc) auto-fill it for you.
If you live in a special area, such as rural delivery, one of our customer services staff will need to calculate the price for you. Sorry about this – we know it’s a hassle, but we want to keep our shipping prices as low as possible for you.
Do You Ship To Rural Addresses?
Yes, we ship all around New Zealand but please be aware that some places are simply more expensive to ship to from our Auckland distribution centre.
We don’t hide extra costs, like local freight, inside our retail price. We aim to keep our prices as close to the bone and as transparent as possible.
We are working on getting distribution centres in other places but meanwhile, if you find that an item is cheaper at your local retailer, shop there instead! Often our price may still be cheaper even with our delivery charge.
You are welcome to send your own courier to collect your item – simply select “Pick Up” instead of Delivery when you’re ordering.
Please be aware that we have negotiated an incredible deal with our freight so our prices are hard to beat.
And if you’re angry that Auckland people get much cheaper freight, remember that they also have to pay Auckland rents and mortgages!