Frequently Asked Questions
"How much does Click & Collect cost?"
All Click & Collect orders are FREE.
"What are the collection times for Click & Collect?"
During COVID-19 Alert Level 2, Click & Collect orders can be collected during normal store hours, Monday to Sunday. We'll email you when your order is ready to collect from your chosen store.
"What do I need to bring with me to collect my order?"
We’ll ask to see your order collection email and your ID to verify your order. For your security, we’ll only release a Click & Collect order to the person who placed the order or a nominator collector for the order.
"What ID do you accept?"
All the usual suspects that include your photo and full name: NZ driver licence or passport, overseas driver licence or passport, 18+ card, student ID, NZ fireams licence, NZ birth certificate, NZ certificate of identity.
"Can someone else pick up my Click & Collect order for me?"
Yes, as long as they’re nominated as the collector at the time you place your Click & Collect order. Make sure they have some ID and copy of your order email when they collect your order.
"How long will it take for my Click & Collect order to be ready to pick up?"
We're working hard to complete your orders as fast as we can but please note that there may be some delays due to high demand and stock availability in your area. Your chosen store will contact you directly to organise a collection timeframe.
"Why isn’t my Click & Collect order ready to pick up the same day I order it?"
While we work to get our supply chain back up and running, we have limited stock available of many items. This means your order may need time to travel to your chosen store before you can collect it.
"What happens if what I ordered isn’t in stock at my local store?"
We'll get it there for you! If your item is in stock within our network, we'll send it to your chosen store as quickly as we can at no extra cost.
"Can I Click & Collect large items?"
Yes, just be sure to bring a suitable vehicle along with the appropriate tie downs and protective gear for transporting your order. And if you think you’ll need some extra muscle, please bring someone from your bubble to collect your order.
Due to physical distancing requirements, Smiths City team members are unable to assist with moving or lifting your order during Alert Level 2.
"Will someone be able to help load my large Click & Collect order onto my vehicle?"
Not during Alert Level 2, sorry! If you think you’ll need a hand to load or transport your order, we recommend bringing someone from your extended bubble with you to collect your order.
"I’ve ordered more than one item. Will everything be ready to pick up in one go or will I have to make multiple trips?"
When you order a number of items in a single order, different items may be ready to collect at different times due to stock availability within our national network.
If your order contains multiple items and we find that some items are ready to be collected before others, we'll contact you to ask if you'd like to collect your order all in one go or as items become ready to collect.
"Will your team be wearing protective equipment?"
Where it's needed. In Alert Level 2, our in-store and delivery teams are still working under physical distancing and hygiene protocols. This includes wearing the necessary Personal Protective Equipment (PPE), like face masks and gloves, as outlined by our Government.
"What health and safety precautions are you taking for your staff?"
Along with maintaining strict hygiene and physical distancing rules and using the necessary PPE, we're upping our cleaning and hygiene protocols even more now that more people are spending time in our locations.
"Why are some items on your website still not available to order?"
In Alert Level 2, it’s still really important to us that we only sell what we can supply. We have limited stock available of many items right now while we work to get our supply chain back up and running.
If you can’t order an item, it’s because we’re not as sure as we’d like to be that we can supply it in a timeframe we think is suitable. If you spot something like this on our website that you’d like to order anyway and are happy to wait for, just let us know.
"Help! I’m confused. Is there someone I can talk to?"
There sure is! Just send us a message here on our website or give our customer support team a call on 0800 764 847. We’re available 9am-5pm, Monday to Sunday.
We’re experiencing high contact volume at the moment but we’re working hard to answer your queries as fast as we can. Thanks in advance for your patience.