Physio HQ Online Shop Policy
Our 'Online Shop Policy' explains how we manage online orders, shipping, clinic pickup, stock availability, returns/exchanges, and faulty items. By purchasing through the Physio HQ online shop, you agree to this policy and our Terms of Service.
1) Stock & Processing
Order processing
We aim to get all orders on their way as quickly as possible. Orders placed before 12pm Monday to Friday are processed the same day via NZ Couriers. Orders placed after 12pm will be fulfilled the next business day. Orders submitted on weekends or public holidays, are processed on the next business day.
Stock & Availability
Some items are stocked in clinic, however most online shop items are supplied by our Auckland supplier and shipped directly to you from their Auckland warehouse once your order is processed. When an online order is placed, we process it and submit it to our supplier for fulfilment. We do our best to keep stock availability on our website accurate. Because supplier availability can change quickly and we don’t always have real‑time visibility of their stock levels, an item may occasionally become unavailable after you place an order. If this happens, we’ll contact you as soon as possible and you can choose to wait for the item, select an alternative (if available), or receive a full refund.
2) Shipping & Delivery
Fulfilment & Delivery timeframes (NZ‑wide)
We offer delivery throughout New Zealand via NZ Couriers (special orders may be delivered with NZ Post). Delivery is typically 2–3 business days for urban addresses from dispatch. Rural/non‑urban addresses can take an additional 2–3 business days. While we aim for prompt delivery, courier delays during transit can occur and are outside of our direct control. If your parcel is taking longer than expected, we’re happy to assist by following up with the courier on your behalf.
PO Boxes / Private Bags
NZ Couriers cannot deliver parcels to PO Boxes or Private Bags, so a physical street address is required at checkout. As our website is hosted by Wix, they allow If a PO Box / Private Bag is entered, we will contact you to request an alternative address. If we can’t obtain one, the order may be cancelled and refunded.
Tracking
Tracking details are not sent automatically, but we’re happy to provide your tracking link on request. Please email your order number to info@physiohq.co.nz or reply to your order confirmation email.
3) Clinic Pickup (by special arrangement only)
Clinic pickup is available by special arrangement only and is usually only possible for items that are already in stock in clinic. This is because as said about, most of our shop items are supplied by our Auckland supplier and are shipped directly to you. If you would like to collect an item from the clinic rather than have it delivered, please call us on 09 475 5780 or email info@physiohq.co.nz.
Please include:
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the item name
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size/colour (if applicable)
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your contact information
We will check whether the item is in stock. If it needs to be ordered in, we’ll let you know the expected timeframe. You’ll receive a text or email when the item is ready for collection. Clinic pickup orders are paid on pickup as they are arranged through the clinic (rather than being placed through the online shop).
4) Returns & Exchanges
Change of mind
We do not offer refunds for change of mind. (This does not limit your rights for faulty goods under the Consumer Guarantees Act.)
Wrong size / wrong item ordered. If you’ve ordered the wrong size or item, you may request an exchange provided the item is returned brand new, unused, and in original, undamaged packaging. See information below about getting the item(s) back to us.
Return to clinic / return shipping: You are responsible for getting the product(s) back to our clinic either drop‑off to clinic or by posting it back to us.
Exchanges:
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If you drop the item off and the correct size/item is in stock, we may be able to exchange it immediately.
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If the correct item needs to be ordered in, we will arrange this once the returned item has been received and checked.
Additional costs: If we need to re‑order the correct size/item, you may be charged an additional shipping & handling fee to cover extra processing and freight. If this is required you will be informed before an exchange/replacement is agreed upon.
5) Faulty or Damaged Items (Consumer Guarantees Act)
If your item is faulty or arrives damaged, please contact us promptly with your order number and photos of the issue. We’ll assess the issue and resolve it in line with the Consumer Guarantees Act, offering a repair, replacement, or refund where appropriate.
We do not state or apply policies that remove your rights as a consumer under the CGA. Under NZ consumer law, consumers may be entitled to remedies for faulty goods, and businesses must not mislead customers about those rights. We advise you to visit https://www.consumerprotection.govt.nz/ for up to date information about what businesses can do and consumer rights.
6) Payments (Wix online shop)
Payment methods
Our online store is managed through Wix. Card payments on our online shop are processed securely through Wix checkout using Stripe as our payment provider. For more information about how Stripe handles personal data, please see Stripe’s Privacy Policy: https://stripe.com/nz/privacy and https://www.wix.com/about/privacy for more information.
7) Pricing, GST, and product information (Fair Trading Act clarity)
We aim to describe products accurately and provide clear information about shipping and fees. All prices are displayed in NZD and include GST unless stated otherwise. New Zealand’s Fair Trading Act requires businesses not to mislead customers and not to withhold important information and we strive to uphold that across our range.
8) Privacy and customer information
When you place an order through our online shop, we collect the information needed to process your order (e.g., contact and delivery details). Our website is hosted on Wix, and Wix processes data through its platform services. Please see our Term of Service page for details on how we collect, use, and store personal information.
9) Still need help?
For questions about a product, your order, delivery, or to request tracking, contact us at info@physiohq.co.nz or call 09 475 5780.
Thank you for shopping with us!