COVID-19 FAQ
Our top priority is the health and safety of our customers and staff in their local communities throughout NZ.
In order to support the New Zealand Government’s efforts to prevent the spread of COVID-19 our 14 retail stores will be closed from Tuesday 24th March 2020, until further notice.
Chances Surf has registered as an essential service selling winter essentials to keep New Zealand Warm coming into Winter. MBIE.GOVT.NZ - Registration Number #MBIIB-510
Our online store is OPEN during this time for essential winter items. All orders will be processed as usual and will ship within 2-3 business days. All other items purchased online that are non-essential will be processed and dispatched once the government announces a reduced level. Of course, as the situation changes we will keep our customers updated on any delays that may occur.
Our customer support team is here to help you with any questions or worries you may have. You can contact us at sales@chances.co.nz
From all the team at Chances Surf, please stay home, stay safe and take care of one another.
Ordering FAQ
+ What forms of payment do you accept?
We accept Visa, Mastercard, Qcard, bank deposit and PayPal. 
We also accept Laybuy and Afterpay for buy now, pay later. You pay equal payments over 6 weeks or 4 fortnights respectively.
+ How can I track the status of my order?
You can track the status of your orders on the "My Orders" tab of the My Account page.
+ Where's my confirmation email?
Please check your spam folder. If it's still missing, Contact us.
+ How do I use a voucher code?
Enter your code into the field on the Checkout Page and click Activate.
+ Can I purchase a Gift Card online?
Yes, Giftcards
+ Can I redeem a gift card online?
Yes, Contact us with your voucher code and we can convert it to a online voucher
+ What happens if something I order is out of stock?
Our website automatically removes out-of-stock items from the online store, but occasionally an item may be incorrectly listed as being in-stock. If an item on your order is sold out, we will contact you to offer an exchange, backorder or a refund.
+ What happens after my GrabOne vouchers expire?
Please Contact us with you voucher code and we will set your voucher up with it's face value (the amount you paid for it.) The expiry date will be extended for a further month.
Shipping FAQ
For all orders within NZ over NZD $99, shipping is FREE!
Standard Courierpost shipping is $5. There is an additional $3.50 fee for Rural Delivery.
Bulky items such as Travel Bags carry an oversized freight fee of an additional $10 per item.
International orders are shipped via DHL.
Australia & Cook Islands: NZD $25.00
USA: NZD $35.00
UK: NZD $45.00
+ How do I know my order has been shipped?
You should receive an email when your order ships, or if you signed up for an account you can track the status of your orders on the "My Orders" tab of the e My Account page.
+ How will my order be shipped?
We ship orders by tracked courier, with no signature required (courierpost.co.nz) Therefore, we recommend you provide an address where you are happy for your item to be left, or where you will be during office hours. (If you provide a work address, please include full details including business and receivers’ name.)
+ When will my order be shipped?
In most cases, orders placed via chances.co.nz before 12pm Mon-Fri are processed & shipped the same day. Orders after this time are processed on the next business day. Delivery times are dependent on your location but are typically 1-3 working days within New Zealand. Rural delivery may take an extra day.
+ Do you ship internationally?
Yes! We ship internationally to the following destinations via DHL: Australia $25, Cook Islands $25, USA $35 and UK $45. (All shipping fees are in NZD) Bulky items may incur an additional shipping charge. Some orders may incur a customs or import duty charge. Chances do not have any control over these charges or are unable to advise what they will be, as it is based on your own countries regulations & compliances. For further information, please contact your local customs office.
+ What happens if my items get lost in the mail?
Please Contact us if you do not recieve your package when you expect to.
+ Do you deliver to PO Box Address?
Yes!
+ Can you deliver to my work address?
Yes, if you provide a work address, please include full details including business and receivers’ name.
Returns FAQ
+ What Is your Returns Policy?
As we want you to be fully satisfied with your online purchase, we will happily replace or exchange any garment that you are not 100% happy with as long as it is received by us within 30 days of your order being delivered and is still in new, unwashed condition with the original garment tags intact. We do not offer refunds.
+ How do I return an item?
To return an item, please fill out the EXCHANGES AND RETURNS section of your invoice and send it to us with the item you wish to exchange or return. You will receive email confirmation once your exchange is complete. If you have lost your invoice, please Contact us.
+ Where do I send my return?
Please fill out the EXCHANGES AND RETURNS section of your invoice and courier it to us at the following address:
Chances Online Returns
Unit 9, 239 Gt South Road
Drury 2113
Auckland
New Zealand
Or mail it to us at the following address:
Chances Online Returns
PO Box 72-535
Papakura 2244
Auckland
New Zealand
Website FAQ
+ What if I forgot my password?
You can reset your password here: Reset Password
