FAQ

Current Sales / Promotions / Specials

Terms & Conditions

Once you sign up you will receive a confirmation email with the discount code. This discount code will take $10 off your cart. The cart total must be equal to or greater than a value of $50 for the code to work. The discount code can only be used once per email and cannot be used with already discounted items. If you have any issues with your code or have not received the confirmation email please get in contact.  

About us

Naturehike New Zealand is managed and distributed by Bushbuck Ltd.

For any inquires please give us a call or send us email to support@naturehike.co.nz

Our Location

By eliminating the middleman and selling our product online directly to you, we're stripping out the traditional retail markup, ensuring that we deliver the absolute best quality gear at the best price.

Free Phone: 0800 287 4282
International Phone: +64 21 4444 60

Our Location

We are proud to be a 100% New Zealand owned and operated company. Our office headquarters are based in Christchurch. Christchurch is located in the central south island of NZ, surrounded by some of the best outdoors in the world.

Our Office Address is:

Double-dot Media Building
1020d Ferry Road
Woolston
Chistchurch 8241

We warehouse our stock locally in Christchurch with a professional 3PL team to get our products to our customers faster.
We want you to have a great online shopping experience with our friendly staff only a email or call away to help.

For local NZ Calls please contact us:

Free Phone: 0800 287 4282
International Phone: +64 21 4444 60

We do not have a traditional retail location. We are a full e-Commerce business and pride ourselves on selling through this fast growing platform.

Our Naturehike products are made in a number of Chinese factories. Our factories are managed by great people that we trust and have strong honest relationships with.

Delivery

We will endeavor to dispatch all orders within 1-2 working days of receipt of the order to the address advised by you in your order. You will receive an email with the invoice and the tracking details of the package once the item has been dispatched.

To ensure successful delivery, please provide a delivery address where someone will be present during business hours to sign for the receipt of your package.  

It is our policy that a signature is required for all deliveries.  If you choose not to have a signature for deliveries, you do so at your own risk.  Upon delivery to you (signature or otherwise), you assume all risk and responsibility for the products. Naturehike NZ (Bushbuck Ltd) accepts no responsibility for any damage or theft that may occur following delivery to you.

Any delivery times provided by Naturehike NZ (Bushbuck Ltd) are estimates only. (Bushbuck Ltd) does not accept any liability in any circumstances for any loss or damage suffered as a result of late deliveries. In the event that multiple products are ordered, part deliveries may be made where stock is not available for all products and we will make all reasonable attempts to notify you of such.

Charges - In most cases the prices quoted at checkout will be correct, but in some cases additional freight charges may be required. Our customer service team will contact you if this is the case and you must agree to these extra charges before the order can be shipped. Bulky/Heavy orders can sometimes take 1-2 days extra for delivery, so please factor this into any orders for large items.

Free Shipping - Does not include rural delivery nor delivery to Waiheke Island or the Chatham Islands. 

Naturehike NZ (Bushbuck Ltd) reserves the right to change the shipping method of any order as required.

Orders placed before 12.00 pm New Zealand time should be received between 1-3 working days of dispatch ( please note: we do not pick orders on public holidays, Saturday & Sunday). Rural areas should take no more than 5 business days to deliver after dispatch.

Please email our customer service department if your order has not has not been received within the recommended time-frame so that we can track the package sent to you.

Ahhh the age old question of online shopping. 

We use New Zealand Couriers for the majority of our deliveries and they operate on a nationwide overnight service with the exception of rural delivery addresses and on bulky products. 

We have some pretty accurate guidelines in terms of shipping time but do note, these are only guidelines so a day or two extra should be considered when referring to these; especially during peak times of the year.

For general items: 

  • Orders received before 12:30pm, Monday to Thursday, it is our commitment is to dispatch your order that same day. 
  • Orders received after 12:30pm will be dispatched the following business day.
  • Orders received between 12:30pm Thursday and 12:30pm Friday will be dispatched on Friday but you may not see delivery of them until Monday.
  • Orders received after 12:30pm on Friday and over the weekend will be processed for delivery and dispatched on Monday and on an overnight delivery service.
  • Rural Delivery Addresses are typically 3-5 Business days from when we dispatch.

For some of our bulkier products we can’t use New Zealand Couriers and use a number of different providers depending on the product and your location. Due to the nature of these products please note that delivery can take a little longer and is typically 2-3 days from when we dispatch.

In every case we will send you a dispatch email once we have processed your order which will include the track and trace number for the delivery company we are using. This will give you full visibility of your orders progress.

Note: Delivery times will be impacted by statutory holidays as courier companies do not operate on these days. Business days are classed as Monday-Friday and exclude statutory holidays.

If your Tracking Number isn't working, give us a  call or send us an email and we can track the items whereabouts for you. 

First, add the item or items to your cart. Then proceed to checkout (don’t worry—proceeding to checkout doesn’t make you obligated to purchase anything). Enter your address in the billing and shipping fields. Once you change your city/region, the page will show you the shipping charges.

Just have the corresponding order amount in your cart to quality for FREE SHIPPING. The cart shipping price will automatically update (i.e. become $0).

We advertise the the order amount on our home page  www.naturehike.co.nz, It will say" FREE SHIPPING ON ALL ORDERS OVER $XXX" this will change with different campaigns. As we are based in New Zealand we may not be able to offer the same free shipping option internationally and the shipping cost will be calculated

No. Plain and simple. A physical address is required for the shipping of all Naturehike products.

Once your order has been passed to the courier for delivery you will receive an Order Tracking email. This email will contain all the necessary details for you to track your order.

If for some reason you haven't received this email or your tracking details are not working correctly please give us a call or send us an email at support@naturehike.co.nz

 

Warranty & Returns

Full Replacement Warranty

We endeavor to inspect all goods thoroughly prior to dispatch to ensure quality. Any goods returned due to being defective within 12 months will be inspected and refunded.

Whilst we pride ourselves in providing quality gear that lasts, please note that this warranty does not cover damage from the result of general wear (i.e. ripping a tent on a barbed wire fence whilst battling the wind), or failure to comply with cleaning instructions, abuse or third party damage. What we will cover is when there is a fault, generally identified on first usages.

We pride ourselves in looking after our customers, so we are happy to accept returns and access them for product failures. 


Here's what you need to do, it's simple : )

email us at support@naturehike.co.nz with your order number a photo and a short description of what the problem is.

If your item doesn't meet the return criteria or if you have any questions, please contact us at support@naturehike.co.nz


Commonly asked questions

    How long do I have to wait for my return claim to be accepted?
    Once we receive your return we will respond to you within 2-3 working days. We will process your return within 10 working days (usually faster).

    What if my Naturehike gear arrived damaged?
    If the gear you’ve order turns up damaged,email us with a photo and we will arrange a pickup and new item out to you.

    What if you've just Changed your Mind?
    No problem, send us an email.

    Am I protected by NZ Law?
    Naturehike (Bushbuck Limited) is fully compliant with our obligations under the Consumer Guarantees Act 1993, and any other applicable laws of New Zealand. Basically, this means you’re offered the same level of protection as buying in a retail store.

    Want to know more?

    If in doubt, just call our Customer Service Team at 0800-287-4282 (leave a voice message if no reply) or email us: support@naturehike.co.nz

    Our Promise - 30 Day Money Back Guarantee

    Naturehike is committed to providing quality products supplied by Bushbuck Limited to our customers. If for any reason you are not completely satisfied with any product supplied by Bushbuck Limited, please return it to us in original condition within 30 days of receipt and Bushbuck Limited will replace it or refund your purchase price.


    Why offer a 30 Day Guarantee?

    We are a straight-up bunch of guys and gals at Naturehike and we want to give you peace of mind. When you buy your outdoor gear directly from Naturehike online we give you 30 days to decide if our gear is the right piece of equipment for you. Didn't get a big enough tent? No problem. Want to upgrade to the Mountain Path Sleeping Bag instead of the Mobile Sleeping Bag? No problem. Wife finds out you bought a Stand Up Paddle Board without final approval? No problem (with us anyway).


    The Return Criteria:

    1. Goods must be returned with original packaging, in an as new condition.
    2. Goods must be returned within 30 days from original purchase to be accepted under the 30 Day Change of Mind Guarantee Policy.
    3. Do not use the address found on the contact page to return your items,please wait until your request has been APPROVED you will receive a RA# and a RETURN ADDRESS to send the returned item/s back to.

    Email:

    Email us at support@naturehike.co.nz with your order number.

    If your item doesn't meet the return criteria or if you have any questions, please contact us at support@naturehike.co.nz

    We make returning and exchanging a product hassle free. Need a different colour, size or want to try another style? No problem! Just send an email to support@naturehike.co.nz and someone will reply within 24 hours

    Exchange

    Use your order number with the word 'EXCHANGE' in the subject line and detail the reason for exchange and what item you would like for replacement.

    Return

    Use your order number with the word 'RETURN' in the subject line and detail the reason for return. If you are returning due to a fault, photos of the fault are much appreciated attached to the email.


    If you have any further questions please send an email to support@naturehike.co.nz

    Okay, so its all gone pear shaped and your item isn't performing up to scratch because of a manufacturing fault. A manufacturing fault is something we all wished was a myth - but unfortunately it does happen time to time.

    If you believe the order you have received has a manufacturing fault please send an email to support@naturehike.co.nz. with your order number and the word 'RETURN' as the subject line.

    Do note, a manufacturing fault is normally something which becomes apparent very early on in the products use and is something which impairs the functionality of the product.


    And of course, if your are not 100% sure or have any questions regarding a faulty product please do not hesitate to get in contact with us at support@naturehike.co.nz.

    Don't worry, we won't take it personally. Check out our 30 Day Money Back Guarantee for more details around a 'change of mind'.

    My Account

    You don't have to have an account to shop at Naturehike, but there are advantages to creating one:

    • access to specialty club prices
    • View your order history, a detailed list of each order you have placed with us.
    • Print and reprint receipts from previous orders.
    • Shop with just a click of a mouse as your shipping, billing, and credit card information is encrypted and stored in your account (which you can amend as needed).

     

    To create your account, locate the person figure at the right of the top menu bar. Once you have hovered over the icon it will give you the option to login or register.

    Whenever you return to our site, login as a Returning Customer.

    You can change account information at any time by logging into your account.

    If you are still shopping and have not hit the "Check-Out" button, you can remove items from your cart and make any necessary changes.
    Once you’ve paid with credit card or Poli (bank deposit), your order has gone through. Give us a call right away 0800 BUSHBUCK or International: +6421444460 to make any changes.

    If you would like to delete your Naturehike account please send us an email at support@naturehike.co.nz and we will remove your account for you. This process is irreversible and all your account details and order history will be erased upon deletion. You can always recreate a new account however.

    Payment

    Naturehike accepts: Visa, Mastercard & POLI (NZ Bank Accounts only).

    Bugger. First of all check the code's expiry date in the Ts & Cs (located at the bottom of the email and under the current sales information section on the FAQ page).

    If it is still a valid code but not working give us a call or send an email to support@naturehike.co.nz and one of the brain boxes at Naturehike can set you up with a new and working code.

    Missed out? Not to fret, there will be more discount codes on their way. Just keep checking your inbox and something good will be around the corner.

    All your mates bragging about their sweet deals? Sounds like you (and your inbox) are missing out. Sign up to our newsletter and receive great deals and news on Naturehike products.

    No. Don't worry though, we will have plenty more sales on their way - sign up to our Naturehike newsletter to keep up to date with the latest sales, products and information.

    If you have made a recent purchase before the current sale started then send an email to support@naturehike.co.nz and we will happily provide a store credit to make up the difference. To qualify for this your order must fall within 7 days of the sale starting.

    Email Newsletter

    Feel like you are missing out? Sign up to our Email Newsletter to receive monthly information about new products and savings.

    Don't worry we won't clog your inbox. We're not monsters.

    At Naturehike we find the strongest way of connecting to our audience is via email. Our emails will normally contain a good mix of information informing you of new and up coming products, sales and discount codes and information about the outdoor community and what we are up to as a business.

    Time to cut ties? Going off the grid? Don't worry, somethings just aren't meant to be. Unsubscribing from our emails is as easily as a few clicks. Just find an email from us and down the bottom of the email there will be an 'unsubscribe' button. Click that and follow the instructions. You are now on your own - we wish you all the best for your adventures and would like to thank you from the team at Naturehike for being a part of our community - if you do ever want to come back, we won't judge.

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