FAQ

Frequently Asked Questions

Welcome to our FAQ section. If you can’t find the answer you’re looking for, feel free to reach out via live chat or email us at support@againstthegrain.nz.

Ordering & Delivery

Where do you deliver?
We deliver New Zealand-wide, including rural addresses. All orders are shipped from our warehouse in Pokeno, just south of Auckland.

How much is shipping?
Shipping is calculated at checkout based on the size and weight of your order. Some items qualify for free shipping—see individual product pages for details.

How long will my order take to arrive?
All orders are shipped within 48 hours. Delivery times vary by region, but most orders arrive within 2–6 working days after dispatch.

Can I pick up my order?
Yes, we offer free pickup from our Pokeno warehouse by appointment only. Please contact us via live chat to arrange a pickup time.

Products & Materials

Are your products eco-friendly?
We focus on quality, safety, and design. Many of our products are made from sustainably sourced timber and finished with low-VOC paints or coatings.

Do your products meet New Zealand safety standards?
Yes. All of our products are designed to meet or exceed the relevant safety standards. Where applicable, specific safety certifications are listed on the product page.

Do your products come assembled?
Some products arrive fully assembled, while others require assembly. Instructions are included with all items that need to be assembled.

Do your play products have weight limits?
Yes—each product has a specified weight limit noted on its product page. Adult supervision is recommended at all times.

Returns & Exchanges

Can I return my order?
Yes. If you change your mind, you can return your item within 14 days of delivery, provided it’s unused and in its original packaging. Please refer to our Returns Policy for full details.

Who pays for return shipping?
Return shipping is the buyer’s responsibility unless the item is faulty or damaged.

What if my item arrives damaged?
Please inspect your items on arrival and contact us within 48 hours if anything is damaged. We’ll organise a replacement or refund as quickly as possible.

Warranty & Support

Do your products come with a warranty?
Yes. Selected items come with a 12-month warranty. Warranty coverage is listed on the individual product pages. For full details, view our Store Warranty.

What’s the fastest way to contact you?
The fastest way to get in touch is via our live chat. You can also email us at support@againstthegrain.nz.

General

Can I buy a gift card?
Yes! Our digital gift cards are available here and make a perfect gift for new parents or little adventurers.

Do you offer bundle discounts?
We don’t currently offer bundle options, but if you're placing a large order, please reach out via live chat and we’ll be happy to help.