FAQ's

Here are answers to some frequently asked questions about shopping online, the order process, and general site-related queries that may help you.  If you do not see answers to your questions here, please email us using the Contact Us page or phone our helpful Customer Services Team on freephone 0800 DIVE NZ (3483 69).

Online Shopping

What are the advantages of shopping online?
You are never constrained by store opening hours. You can shop in our online store anytime of the day or night, every single day of the year - our online store is never closed! Save on travel time, traffic jams and the hassle of finding a car park. All you have to do is log on to the Internet and start shopping! 

How can I find what I'm looking for?
If you have a good idea of exactly what it is you're after, try typing keywords into our “Search" field to locate the product, e.g. type in 'BCDs' to find all the ones we have. Some shoppers prefer to 'browse the shelves' and you can also do this online by selecting from the menu of categories on either the top or the left-hand side of the page.

How can I be sure if an item is right for me? 
We feature a wide range of information about our products, including size guides where relevant. Click on any item to bring up a page giving further details that will help you to decide if it's right for you. If you still have further questions, you are welcome to email us using the Contact Us form. We'll get back to you as quickly as possible with an answer.

What is a shopping cart?
Think of it as the online version of a shopping basket. It's where you put your items until you are ready to make your purchase. At any stage in your visit to this site click on 'View Cart' to see its' current contents. You can remove items or change the quantities (you may for instance want to buy more than one!).

How do I add items to my cart?
Every time you find something you want to purchase, all you have to do is click on the 'ADD TO CART' button in order to place the item in your shopping cart. You can keep adding or removing items from your shopping cart until you are ready to make your purchase.

How do I checkout when I've finished shopping?

1. You will find a shopping trolley icon at the top right of the page, hover over to view the products you want to purchase. If your happy click on the "checkout button".
2. Enter your email address, shipping address and phone number, by adding a phone number you can get text updates on your order.
3. You will then see the shiping option available. If you have a discount code enter it now to recieve your discount.
4. Click the "continue to payment method" button and enter your credit card details securely.
5. You have now completed your order! You will then receive a text / email with your order details.

How can I shop faster on your site?
Use the "Search" box to quickly narrow down your search to identify exactly the right items. Also, create an account with us for your first order and your billing and delivery address details will not have to be repeated for subsequent orders. Of course you will still have the opportunity to change these details or add further delivery addresses at any time. This information will remain confidential to Dive Online.

Why should I give you my email address? 
When you place an order, we need to be able to email you to confirm that we have received your order and to keep you informed on its progress. Even if you have not yet shopped with us, joining our email list will enable us to let you know about special offers and promotions.

How much information do I need to give about myself?
In order to make a purchase online, you will need to supply the following personal details:

1. Your surname and first name.
2. Your email address.
3. Delivery address and billing address (these may be the same).
4. Contact phone number/s.
5. Your payment option - we accept payment by the major credit cards.

Why can't I use a P.O. Box as my delivery address? 
We are committed to making sure that each delivery reaches the right person in a timely fashion. We need to deliver to a home or work address where someone can sign for the delivery. Therefore, P.O. Boxes are not an option.

I'm accessing this site from outside New Zealand. Can I still place an order?
Yes, but only if the delivery address is within New Zealand. At this stage we do not deliver outside of New Zealand.

What methods of payment can I use online? 
For online shopping with Dive Online, we accept the following credit cards: Visa, MasterCard, American Express, Poli Internet Banking, Shopify Pay, Google Pay and Apple Pay. 

What if I don't want to put my credit card details on the Internet?
No problem! Please call our Customer Services Team on 0800 DIVE NZ (3483 69) and they can take your order over the phone. Be sure to have the details of what you want to order, where you'd like it delivered, and your credit card number handy when you call. You can contact them during the following hours; Mon-Fri 8.30am - 5.30pm and Sat 8.30-1.30.  You can also place your order or by email - customerservice@diveonline.co.nz.

Your Online Order

How safe is it to give you my credit card details?
Completely secure. We use advanced encryption technology that makes personal information such as credit card details unreadable as it travels over the Internet. Thanks to this technology, your credit card number and its expiry date become virtually indecipherable while in transit on the Internet.

How can I check that my transaction will be completely secure? 
There are two ways of verifying the privacy of your transactions - when you are on a page that asks you to enter your credit card details, check for these signs to be sure your transaction is secure: a security icon (a key or a padlock) will appear on your screen, and the address of the document you are accessing begins with https:// (secure hypertext transfer protocol).

What will my credit card statement say?
The merchant name that will appear on your statement will be ‘Dive Online’.

Where's my order?
You will be notified by email / text when the order has been shipped, we will also send you a tracking link that you can use to track the parcel to your address. You can also contact our Customer Services team on 0800 DIVE NZ (3483 69).

Can I cancel my order?
You may cancel your order any time before it’s left our warehouse by contacting our Customer Services team on 0800 DIVE NZ (3483 69). Once it’s left us, it will need to be treated as a return – please see our Returns page for further details on how to complete this process.

How much do you charge for delivery?
Orders over $150 will be delivered for Free (rural delivery excluded).  We currently offer a $8.50 delivery charge for all online orders over $150. There are a few exceptions -
Some large/heavy items, e.g. Kayaks, may incur delivery charges - these items are only available to order via Customer Services on 0800 DIVE NZ (3483 69) or customerservice@diveonline.co.nz, who will be able to confirm the delivery charges prior to you placing your order.

Deliveries to the Outer Islands (Chatham Island, Stewart Island, Kawau Island, Waiheke Island, Matakana Island, Great Barrier Island and d’Urville Island) will incur additional costs.

How soon can I expect to receive my order?
We aim to deliver within 3-5 working days (Monday–Friday) of you placing your order, however on occasion certain items may be temporarily out of stock. If this happens, you will receive an email to advise of the expected delay time.

I've forgotten my Password. Can you help? 
No problem. Click here: https://www.divegearonline.co.nz/account/login and click on the forgot password link. This is an automated service so you'll get a prompt reply anytime of the day or night.

How do I return an item purchased online?
You can return any product you buy from us for an exchange within 10 working days of purchase, no matter what the reason. The product must be returned in its original condition with supporting paperwork and appropriate packaging.

To return product(s) please contact Customer Services on customerservice@diveonline.co.nz or 0800 DIVE NZ (3483 69) and we will advise you on how best to return the goods to us.

How can I tell if my order has gone through successfully?
Once you have completed all required details and clicked 'Submit Order' you should see a confirmation message on screen. This tells you that your order has been successfully processed. There may be a short delay before the confirmation message appears. If there is a problem with processing your order (such as a field left blank or an incorrect card number) you'll be notified straight away. You'll also receive an automated email confirming that your purchase has been successful.