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Customer Protection

Tired of having your model or game arrived with missing bits or broken when purchasing online?

Any purchases from us are covered and protected under the NZ Consumers Guaranties Act 1993!

We are collectors ourselves and here to services the collectors!
 
The Consumer Guarantees Act is a cornerstone piece of legislation for us here at Livewire. It’s role is to protect all Livewire Game Customers. Under the Act, your consumer rights are expressed as a series of "guarantees" that we as the seller automatically bestow upon you when you purchased any goods from our web site for your personal use. 

If something goes wrong on your purchase with us, we will fix it.

If the problem is minor, and can be fixed or replaced, we will either send you the spair part, replace or refund your purchase.*

If the problem cannot be fixed, or cannot be put right within a reasonable time, or is substantial, we will: Required to send you a Return Number (RN) and a Courier Bag to return your purchase to us, then you can choose a replacement of the same type or similar value, Gift Voucher or a full refund of your purchase price.

*Please note that you must allow us a reasonable time to replace or fix if the item is out of stock and it may require to be imported in to New Zealand. 

Delivery Service & Dispatch

All "in stock" items are dispatched on the same day you place your order, provided you order before our daily cut-off time which is usually 4PM. In the event an item listed as in stock is actually out of stock we will contact you immediately (usually by phone or email so make sure your details are up to date). 

Please take note of the following order statuses;

Add to cart: you can safely purchase this item on our website! 


Preorder: this item has not been officially released yet, and will be shipped out to you on the day of release! 

Special order: this item will ship within 5-12 working days. In the event that the product is out of stock, we will notify you ASAP and offer a full refund on your purchase! 

We use Courier Post for all New Zealand orders. Deliveries are usually overnight, but please allow up to 5 days for big parcels to reach the South Island and for rural deliveries. We can deliver to PO Boxes within New Zealand! 

Your order can be tracked from our warehouse to your door via the Courier Post website. All tracking is automatically sent once your item has been scanned, please check your junk mail before contacting us for missing tracking details. 

If your order has been shipped but is not delivered please contact Courierpost NZ on 0800 COURIER (0800 268 743). We only use signature delivery services therefore please check if a "Card to call" has been left on you premises or in your letterbox. In the event your parcel cannot be located please contact us immediately to start an investigation with Courierpost. 

Standard Delivery: $4.00 (Within North & South Island.)

We aim to ship all orders in full each time, if for some reason we are unable to do so then you will be contacted via phone and/or email to remedy the situation.  

When can I collect my Website order?

Once you have successfully checked out your order, you will then receive a order confirmation. Following this our in-house packing team will pick your order and further notify you via email when your order is ready to be collected.
If there is any delays or special circumstances with your order you will be notified prior.

Pickups can be done anytime during trading hours as follows: 

Livewire Games Chancery (40 Courthouse Lane, Auckland CBD)

Monday

10:30am -

 6:00pm

Tuesday

10:30am -

 9:00pm

Wednesday

10:30am -

 9:00pm

Thursday

10:30am -

 6:00pm

Friday

10:30am -

 9:30pm

Saturday

10:30am -

 6:00pm

Sunday

10:30am -

 4:30pm

Item returns/exchanges/replacements

All items for return/exchange/replacement/warranty repairs etc. MUST BE ACCOMPANIED by a copy of your purchase order. This allow us to process your return order faster. 

Received the wrong item? No problem, pack your order into the original courier parcel and call courierpost on 0800 courier (0800 268 743) to organize a return to sender. This is charged to our company. Once we have received your incorrect parcel we will get your replacement or refund processed in the next 2-3 days. Should any delays arise, we will contact you ASAP. 

Item was damaged in transit? If you item was damaged between leaving the company warehouse and arriving at your delivery address, please document the damage and test the product. If the product fails to work please return it to us by contacting CourierPost on 0800 courier (0800 268 743) to organize a return to sender. We will get a fix organized within 2-3 days of the arrival at our store. 

Item was faulty? Please arrange via email to return the item to us, we will test the item and if a replacement needs to be sent we will contact you on the process (some items require us to return the product to the supplier). Please note if the item is found to be non-faulty you will incur the charges for both sending and receiving the product. 

Warranty repairs? Please contact us ASAP with regards to these as different suppliers have different policies on warranty repairs. We are fully committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us. 

Trading Card Games Faults? If you receive any trading card game products from us (Magic the Gathering, Yugioh, Cardfight Vanguard etc) and there is a problem with the contents of the product such as missing cards etc. Please contact the local distributor directly for a product fix.

I changed my mind or no longer want the item? We are unable to accept returns due to a change in customer preference.