Ordering and fulfilment

How to order online, what to do if your order hasn't arrived, problems with orders…

If you have any problems or would like more information, contact our Customer Services team on 0800 782 632 during business hours or email enquiries@standards.govt.nz. Please have your customer number ready when you contact us to help us locate your order

Can I order standards online? How do I do this?

Yes, you can place an order for hard copy and PDF standards through our website.

Search for the standards you need by entering a title, keyword, or standard number in the search box on the top right-hand side of each page. (See the Searching for standards page for more information on search options.)
Once you have found the standards you are looking for, add them to your shopping cart and complete your purchase. This will set you up as a new customer in our system.

If you or your company already has an account with us our system will recognise this and you will need to log in to place an order. 

If you can't find the standards you are looking for please call 0800 782 632 during business hours or email enquiries@standards.govt.nz.

If you are calling from outside New Zealand please phone: +64 3 943 4259, or email enquiries@standards.govt.nz

Our mailing address is Standards New Zealand, PO Box 1473, Wellington 6140, New Zealand.

Can I pick my order up from Standards New Zealand's office?

We do not hold stock in our offices. The usual process we follow is for our standards to be delivered to you.

I ordered a standard and it hasn't arrived yet. Can you help me find it?

Please call us as soon as possible on 0800 782 632 during business hours and we will do a track and trace through our courier company and advise you when to expect it. Please have your customer number ready when you call to help us locate your order.

Can I buy a standard from a bookshop?

Yes, you will need to contact bookshops in your area directly. Please note that not all bookshops are resellers of our standards or they may not hold standards in stock.

How long does it take for a standard to be sent out?

Hard copy orders for delivery within New Zealand can be expected in 3 to 5 business days from when the order is completed, if the order is placed before 9am and the items are in stock.
Delays may occur if the item ordered is not in stock, or needs to be ordered in from an international standards body.
If you would like an estimated time of arrival for your order, please call 0800 782 632 during business hours or email enquiries@standards.govt.nz; please have your customer number ready when you call to help us locate your order.

My order is damaged or incorrect. Can I return the order for a replacement? Or get a refund?

Please see our Policy on returns and refunds [PDF, 358 KB] for more information

If there is a problem with your order of a New Zealand or joint Australian/New Zealand standard:

If you receive a faulty or damaged standard we will replace your order with undamaged stock once we have received the original item back.

If you have received an incorrect standard or incorrect quantity in your order, we will exchange it for the correct items.

If you require the replacement urgently, please email a photo of the item showing the damage/incorrect product to enquiries@standards.govt.nz and we will contact you to discuss replacing it.

If there is a problem with your order of an international standard

If you have received a damaged or incorrect international standard we will correct the error. However, please note that if the order was placed with one of our international suppliers there will be a delay in fulfilling the order while the original is returned and the replacement sent.

If you require the replacement urgently, please email a photo of the item showing the damage/incorrect product to enquiries@standards.govt.nz and we will contact you to discuss replacing it.

If you require a refund

Standards New Zealand will credit the return of New Zealand, joint Australian/New Zealand or international standards purchased through Standards New Zealand if:

  • standards were damaged in transit or upon receipt
  • the order quantity supplied was incorrect, or
  • the incorrect standard was supplied

and we receive the return within 7 business days of the invoice date, and the standards are in saleable condition (unless damaged in transit or upon receipt).

I ordered the wrong standard. Can I swap it for the right one?

Please see our Policy on returns and refunds [PDF, 358 KB] for more information.

Many standards on our website have an abstract describing what they contain, which may help you select the right standard. However, if you have placed an order in error and would like to exchange it for the right one, contact us first to discuss.

Standards New Zealand does not offer any exchanges on international standards or of any PDF purchase.

If you wish to exchange a hard copy order please provide us with information about the new order you have placed. Alternatively, we can you help place the new order at the time of exchange. Any hard copy return will need to be in its original, saleable condition (including packaging) within 7 business days of the invoice date before we can approve an exchange.

Additional charges or credits may be involved depending on price differences between the two standards.

All returns may incur a restocking and administration fee based on the type of document and the condition we receive it in. Courier costs are not refundable.

Send your exchange to:
Standards New Zealand
PO Box 1473
Wellington 6140

I bought a standard and it doesn't have the information I thought it would have. Can I get a refund?

While we strive for customer satisfaction we cannot offer returns and refunds for change of mind.

Hard copies
If you have placed an order and we have fulfilled it correctly, then the standard has been printed for you and the order is complete. We therefore do not offer a refund for change of mind or if you have ordered the wrong product in error.

PDF
The nature of a PDF purchase means that once you have accessed or downloaded the file, the sale is complete and a ‘return’ of the product is not possible.

Please see our Policy on returns and refunds [PDF, 358 KB] for more information.

I received only a part of what I ordered. How can this be fixed?

Please reply to your order confirmation email, or email enquiries@standards.govt.nz with your customer number, advising what is missing from your order and we will look into it for you. 

Do you include a binder with the purchase of hard copy standards?

The majority of New Zealand standards are printed in book format; however some of our products are provided in a binder due to the size of the publication.

How can I get my purchased standard rebound?

If you feel that the standard you have received is not in satisfactory condition, please email the details to enquiries@standards.govt.nz. We will endeavour to replace the copy you have.

We do not offer a rebinding service for standards that have deteriorated due to natural wear and tear.