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Frequently Asked Questions

General

Where are you located and when are you open?

Please check here for our most up-to-date opening hours, and addresses for both our campus stores.


What is your returns/refund policy?

If the book or other item you have purchased is shown to be faulty, we will replace it for you. If the item is no longer in stock, we can order another one, or offer a full refund.

If you bought a book you no longer want, you can return it within 14 days of store purchase or delivery date, provided the book is still in pristine condition (including original shrink-wrapping, if applicable) and you have the original receipt. We can exchange this for either another book/items, or store credit in the form of a UBIQ gift card. No cash refunds will be given.

For textbooks and coursebooks, all sales are final unless you have dropped out of the relevant course. In that case, the above returns policy applies.

For our full returns policy including exclusions, please check this page.

If you are unsure if you can return an item, or can’t make it to our store, please email enquiries@ubiq.co.nz.


Do you offer staff or student discounts?

All University of Auckland and AUT staff receive 10% off at both our stores upon presentation of valid ID. All AUSA members receive 10% off general books and stationery and 5% off textbooks at our UoA store upon presentation of their ID with an AUSA membership sticker. These discounts (and other offers such as staff sales) do not apply to online orders.

Tertiary institutions, schools, libraries, and businesses may be eligible for discounts and can take advantage of our institutional sales services – see institutional sales page here.


Do you sell gift vouchers?

Yes, you can order these online here, or you can visit us in store and purchase these at the counter. We can load gift cards of other amounts than those listed on the website – the minimum value is $15. If you can’t visit the store and want to order a gift card of another value, please call us on 09 306 2700.


I have old textbooks I no longer need – can I bring them to you?

No, we do not buy or sell second-hand textbooks, and do not accept book donations.


Where can I find required textbook lists?

Please visit this page and click through to your institution or school.


My question isn’t listed here!

Please email enquiries@ubiq.co.nz and we’ll get back to you as soon as possible – or give us a ring on 09 306 2700. For enquiries specific to AUT, you can email aut@ubiq.co.nz or call 09 921 9800.



Online orders


I have just placed an online order to collect in store – when can I pick up?

We will contact you by text or email as soon as the book is ready – this may take a few working days during busy periods.

If you want to pick something up the same day, we recommend emailing or calling the store rather than ordering online, as our team is happy to put something aside for you. Note this excludes orders for ACG books/stationery – ACG orders must be placed online.

If you have ordered items that are out of stock, we will endeavour to contact you as soon as possible with ETA information. Please check your emails regularly (as well as spam/junk) and add us to your safe senders list.


The book I want is listed as ‘backorder’ on the website. What does that mean?

This means we don’t have the book in stock, but if it’s available we’re happy to order a copy for you. To check how long this might take, you’re welcome to contact us and we can check the ETA or any other information you need. We recommend checking the timeframe before committing to an online order.


I am looking to order a particular book, but it isn’t listed on your website.

No problem – just email us the details at enquiries@ubiq.co.nz or call us on 09 306 2700, and we’ll investigate for you. If it’s in print and available to order, we’ll come back with a quote on price and delivery timeframe.


I have a gift card to use online, but it is not enough to cover the value of my order. Can I split payment between a gift card and another method?

Unfortunately, our website cannot take split payments. If you have a gift card that will cover only part of your order, please email us at enquiries@ubiq.co.nz and we will advise how this can be completed. We can take split payments in store, however.


Do you ship internationally?

Yes, we are happy to send internationally – you can email us at enquiries@ubiq.co.nz with your shipping address and the books/items you’re interested in, and we’ll get back to you with a quote for the order before finalising payment.


I have created an account but when I try to log in, the website says my account is disabled.

This usually means you need to click the account verification link sent to you by email. If you haven’t received this email or the link is not working, please email enquiries@ubiq.co.nz.



Shipping & Delivery


How long will my order take to arrive?

You will be emailed the courier tracking link once your order has been dispatched, so you can follow its progress. Courier delivery typically takes 1-3 working days for non-rural areas, with an extra 2-3 days for rural deliveries.


I placed an order, but I have not received tracking information.

Your order may not have been processed yet – please allow 3-4 working days for us to process and pack your order. If you have not received your tracking within this timeframe, please contact us at enquiries@ubiq.co.nz with your order number.


I have a rural address. My delivery is marked as delivered but I do not have it.

New Zealand Couriers use a rural delivery agent for the final stages of the delivery. When a package is handed to the rural delivery agent, it is marked as delivered. It will then take an additional 2-3 working days to reach your address.

For more information, see this page on the NZ Couriers website.


My package has arrived, but it is damaged, or there are items missing.

If your delivery arrives damaged, or you are missing items from your order, please contact us at enquiries@ubiq.co.nz. If your package is damaged, please provide photos of the damage to the outside of the package, as well as any damaged items inside.


I do not have a rural address, my delivery has been marked as delivered, and I haven’t received it.

If there is an issue with your delivery, you can contact New Zealand Couriers using the tracking page and lodge a query. A customer service representative from New Zealand Couriers will get in touch with you to discuss the delivery.

For more information on missing deliveries, see this page.

If you have issues with the above process or need further assistance, please contact ubiq at enquiries@ubiq.co.nz.



ACG


How do I buy ACG books and stationery?

The full 2024 textbook and stationery lists are available on this page: ubiq.co.nz/acg. Please click the school and then year level.

All ACG books and stationery must be ordered online. We do offer click & collect if you want to pick up the order – please wait until we have contacted you. Note that very large orders may be heavy or in multiple boxes, so be prepared when you come to collect.


What if my child changes their classes? Can we return books once classes are confirmed?

Our usual returns policy for textbooks applies for all ACG books (i.e. pristine condition within 14 days with original receipt, only if class has been dropped). We cannot accept returns on unsealed stationery, online access codes, or shrink-wrapped books if the wrapping has been removed.

If you are still waiting for exam results and your child’s classes may change, we recommend waiting until you are sure of what you need.


Some items I ordered were missing from the package.

If you have ordered out-of-stock books or stationery items, these will be sent separately once more stock arrives. Please check Balance of order on your receipt to see which items are still to come.

If the missing items are not under the 'Balance of order' heading, or you have any questions, please contact us at enquiries@ubiq.co.nz and include your order number.

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