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Frequently Asked Questions (FAQs)


How can I contact Koowheel?

You may use the enquiry form. This can be found on the Contact Us page here.


Can I pick up an order?

           Yes, pick ups are OK. 25 Aerovista Place, Wiri

I'm looking for a specific item, how do I find it?

You can search by product code or a keyword using our search box on the top right-hand navigation. Alternatively you can browse using our categories located on the left-hand navigation.

Do you have a gift registry?

No, we do not currently offer a gift registry.

What warranty do you offer with products purchased from Koowheel?

Warranties differ between products. If you want to know more about a specific item's warranty, please contact us using the Contact Us page. If an item purchased is faulty, we will meet our obligations under the Consumer Guarantees Act.

Why is the colour of the item different on screen than in person?

While we do our best to provide accurate colour representations, some screens may portray colours slightly differently.


Do you offer lay-by?

No, currently we do not offer lay-by.

What payment methods you you offer?

Bank transfer, VISA or Mastercard credit cards.

Can I order products over the phone or by email?

Yes you can call us or email us for orders.

Do you offer gift cards?

Currently we do not offer gift cards.

What currency will I be charged in?

All prices displayed on the websites and charges to your credit card will be made in NZ dollars.


What is your return policy? 

The Consumer Guarantees Act sets out minimum standards for goods sold by Prolink Asia. In the event that goods sold are deficient or are faulty, the customer has the right to a repair, replacement or a refund.

Can I cancel my order?

Please note once you have completed your order online, we cannot cancel it unless there was an error caused by us.

My product was a gift and I don't have the receipt. Can I still exchange it?

We require a receipt for all returns. We suggest to contact the gift giver for details or return the item through the person who provided the gift.


Sheffield can courier all purchases to your preferred address. Please note we cannot deliver to P.O. boxes.

How long will delivery take?

We approximate that delivery within Auckland will take 3-4 working days, North Island 3-5 working days, and South Island 3-5 working days. If you live in a rural area this may take up to two extra working days. If delivery will be delayed, you will be notified by email.

What happens if I'm not at home?

All our packages are signature-required. This means someone will have to sign for the package. If no one is at home to sign for the package, the courier will leave a card requesting that you contact the couriers. You may then arrange redelivery. If no one will be home during the day, we suggest providing a work address. Please note the company name must be included in the address for successful delivery.

Can the courier call before delivery?

Our couriers cannot call prior to delivery.

How can I track my item?

When you item is dispatched, you will be sent an automated tracking email. This will include a link with which you can copy and paste into your browser. If you have any queries with the tracking email, please contact the couriers using the contact number on the tracking web page and quote the tracking number.

It has been seven working days and my purchase has still not arrived, who should I contact?

Using the tracking link in the automated tracking email, first view the details to ensure there has not been a delay and that they are waiting for you to contact them. Then contact the couriers using the phone number on their website and quote the tracking number as shown on the tracking page. If they cannot provide an update, please contact us. We will then do our best the provide an update as soon as possible.

My purchase has arrived damaged, what do I do?

Carefully inspect the item/s before signing for it. If you discover damage after the item has been signed for, please retain all items and original packaging and contact us within 24 hours.


How do I report an error on the website?

We would appreciate notification of any errors on the website by submitting an enquiry form here.

Do you have a question we haven't answered here? Use our contact form located here.