Frequently Asked Questions
(For on-account customers)
Sign up or log in on the site
You can log in before or during the shopping cart process but because your prices may be different it’s best to log in first.
Can I use my existing login and password?
Yes, you can use your existing login or email address and password. Sometimes they do not work, and we are moving toward email based login. Visit the password reset page, enter your email address (school one). Provided we have this in the system it will send you a reset link. If not, please call us and we will make you a login.
Forgotten or changing password
The website has a function for resetting or changing this information via email. If you still cannot login please contact us during business hours.
How can I order from you?
Orders can be placed directly on this website. Any personal information you disclose to us is handled with the strictest confidence. In addition, we provide after sales support through our distribution centre. If you have any questions about this please call us on 09 837 5020.
We've made shopping online even easier! All you have to do is add items to your cart as you browse through the site. You will find 7000 products available to you through our online store. Once you have chosen what you need, you simply proceed to the checkout stage where we will ask you to confirm the details of your order. We'll also take you through the delivery options. The last stage of the process is giving us an order number. As an added feature, account customers have the option of paying up-front for their order with a credit card (instead of an order number)
Searching for productsUse our search engine (top of screen) to track down products, or follow the category listings to narrow your search. Product groups can be sorted by code, popularity and price. Many products have extra data associated with them, just click on the code or picture for an exploded view or for access to more information. Our search function is intuitive, and extremely hi-tech, but if you don't get the result you want, try alternative spelling as many items are spelled differently from what you might call it. eg. Resistor / Resister, Metre / Meter both are correct and common.
What happens after I have completed my order online?
You will receive a confirmation email with your reference number. You will then receive an invoice by email (to your nominated billing contact) and PBT tracking link for you order, once it has been shipped.
Can I change my order?
You can add to or change your order provided we have not already packed and or sent. You will need to contact us via phone on 09 837 5020 with your reference number, but as we are pretty efficient with orders you will need to be prompt.
Target times (depend on the payment method chosen and the availability of stock)
Usually be shipped within 2 business days plus the following:
North Island Courier Overnight (except Rural delivery)
South Island Courier 2 days, (except Rural delivery)
Rural Delivery Courier add 2 days extra.
Freight on bulky orders varies from overnight to 4 days depending on your area.
Once your order is processed we will email you the tracking details of your order. Which can be tracked via the link provided
Shipping options and prices
Shipping options are outlined on the website before checkout, we use PBT Couriers for small orders and PBT Freight for larger (bulky items). The carriers we use offer the best service and security. Shipping prices are automated, but if the shipping price is not correct we reserve the right to charge the right amount. (we will contact you if more than $5 over amount showing)
Do I need to be there to receive my order?
All account holder’s order must be sent to the physical address on file only. All deliveries must be signed for when delivered, Usually couriers will take to either reception or inwards. Deliveries cannot be made to PO Boxes. If you are unable to take delivery of your items in person - or if you have not received them within a reasonable period - please contact us.
What happens if I am not there when it comes?
If you are not available to take delivery of your parcel, a delivery slip with further instructions will be left in your letterbox.
Because we are limited to very strict 'missing item' rules by PBT, ALL 'missing items' claims MUST be done within 14 days from the date of order. Notifications made outside this allowance will not be successful.
At this time we also must advise, PLEASE inspect any packages before signing for them, Carriers liability ends when you sign. If you do notice damage to the package when it arrives, please ask the courier to wait while you check the contents, You are able to reject the consignment if you find carriage damage.
Incorrect items delivered
If incorrect items have been delivered, this can be sorted out via our RA process, there is an option for either ‘incorrect item sent’ or ‘incorrect item ordered’
Making an Inquiry Regarding an existing Order
If after 7 working days you have not seen your order, Please make an inquiry through our contact page quoting the order ID number (eg.45232) sent to you in an email and displayed on the screen at the time of your order. Without this ID number we can help you but not very easily.
Over Payment of Orders
Occasionally customers pay twice or too much for their orders. Upon discovering you have made double or overpayment, give us a call (09 837 5020). You will be given a choice between a refund, or a store credit for full value.
Refunds, Warranty and Servicing
Please read the refunds and warranty policy