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FAQ

Shipping Costs

New Zealand - domestic shipping is free
Australia - shipping is free for orders over NZ$99 
Rest of the World - shipping is free for orders over NZ$200. 

Shipping delivery times  
New Zealand - 2-3 working days
Australia - 3-6 working days
Rest of the World - 6-10 working days

*Given the item(s) is/are in stock. Items that are being transferred to our store will have an additional delay that you will be informed about upon creating your order. If the delay is an issue / you need an item before a certain date please Hunter (our amazing customer guru) at orders@flyingout.co.nz.

Please note that at high volume times, it may take a bit longer while delays in customs are becoming increasingly common. Why? We have no idea. Nor can we prevent this type of delay.

Shipping cost calculations
International shipping charges are calculated by weight and location. Simply add your items to your cart, click "Checkout", and choose your country to calculate your postage cost. 

PO Box Deliveries within NZ
We can send to PO Boxes but this is at your own risk - couriers don’t deliver to PO Boxes and no tracking is provided. Delivery to PO Boxes also takes longer (up to 10 working days). We strongly recommend you have packages delivered to a work or home address. International PO Boxes are fine to use. 

Can I pick up my order in store?
Yes you can! Better for the environment and better for us to see you. Simply select Store Pick Up when you're entering the shipping information for your order. We'll have your order waiting for you at the counter at 80 Pitt Street, Auckland. 

Has My Order Been Shipped?
Astrology, tea leaves, gut instinct are all valid ways in which we gain our knowledge. However you’re probably better off relying on the confirmation email you will receive upon placing your order and another when your order ship. You can contact Hunter, anytime, for an update, at orders@flyingout.co.nz.  

My order was shipped 2 weeks ago and it's still not arrived. What the *###!** is going on?!?!
We know there is nothing worse than ordering music and not getting it. If this happens we are truly sorry, we also have a 30 day policy on items which appear to be lost in the mail. Again please email us anytime. We're here to help! orders@flyingout.co.nz. If all has gone awry we can get you another order shipped ASAP. Or a refund if you prefer. 

How can I pay for my orders?
As aspiring capitalists we love cards called Visa and Mastercard plus online services such as Paypal and Laybuy. We also accept online or direct bank deposit. If you are paying by bank deposit select the PoliPay option at check out and follow the instructions. Payment must be received before we can ship any part of your order.

I've forgotten my password, HELP!
Don't worry, it happens to all of us. However at the moment our site isn't capable of a password reset - we're working on that! So email us at info@flyingout.co.nz, or call the store on +64 9 366 1755, and we'll sort it for you ASAP. 

I don't know what to buy. Any recommendations?
The best thing you can do for any one you love is to spend time with them. Following that, buy them music. Wondering what? Just email us, or call the store, unsurprisingly we do enjoy talking about music. Not to mention forcing our tastes upon everyone. Why else would we open a store.

Or if you want to take the easy way out - we have gift vouchers available.

What sizes are your clothing and t-shirts?
All our clothing comes in Small, Medium, Large and X-Large and some in XXL. Most of them are black. Most of them are supplied by AS Colour and the exact measurement are:

T-Shirts:

Hooded Sweatshirts:

If there is a different supplier we will state this and where you can check the sizing measurements.

How do your pre-orders work?
You buy it in advance, which is sweet, we can really do with the money. Then we ship it as soon as stock arrives, in most cases this is in time for the stated release date. If your pre-order includes other items, we thank you! And we ship those in advance domestically and to Australia. All other international customers will need to wait for the pre-order to arrive before the full order is shipped.

I can't find what I am looking for?
I feel for you, most of the time neither can we. If you have a non meta-physical request email us at info@flyingout.co.nz and we will try our best to locate your request - unless it is music we deem rubbish and/or awful, you can go to another store for that…..

Are international orders subject to duties and/or tariffs?
Sadly, most often yes. These are independent of the shipping costs we charge you - and unfortunately are impossible to predict or prevent. Legally we must declare a value on all international shipments to reduce the risk of orders being stopped at customs. However, we will declare the minimum allowable value on these, We are not responsible for paying any charges incurred and if you choose to not pay these your items will be treated as abandoned or destroyed and are non-refundable.

Exchanges?
Oh, must you. Alright then. On some things. Like t-shirts when the size is wrong and you look a bit silly and all your friends are laughing at you and your loved ones no longer look you in the eye. Or if your vinyl is warped or CD scratched. Who would do such a thing!! But if you simply don’t like the music you bought? Forget about it. It’s called tough love. More information about all this is available in our Refund and Returns policy…. 

Refund and Returns policy?
You can read our full Refund and Return Policy here. It is really long and boring but our lawyers said we needed it. Don’t say we didn’t warn you…..Here’s some highlights:

We do not accept returns or offer refunds on any purchases, except in the case of damaged or broken goods, or if, in the unlikely situation we accidentally botch your order up. Our policy lasts 30 days from your purchase. 

Once your order has been shipped, we cannot accept any cancellations. I mean, that would be impossible! If you notice any problems with your order in your confirmation e-mail, please contact us and we will make every effort to correct it. We cannot be held responsible for any orders lost or damaged during shipping. Another impossibility. We will make every attempt to get your order to you in a safe and timely fashion.

To complete your refund or return, please email with your order number, receipt or proof of purchase and reason for the request.

We may require you to return the product, if so please send to:
Flying Out
C/O: Returns
PO Box 68-194
Wellesley Street, 1010
Auckland, New Zealand

Once received we will send you an email to notify you the approval or rejection of your refund. If approved, then your refund will be processed via your original method of payment, within 5 days. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, we will cover the cost of return shipping. 

How secure is your website?
You know what I am terrified of? Hackers! Therefore all your data is kept on a secure server behind a firewall via Shopify Inc who provide us with the online e-commerce platform that allows you to buy stuff from us and us to make money!!! To keep this relationship safe your data is stored through Shopify’s data storage, databases and the general Shopify application. 

What does this mean? All stores powered by Shopify include Level 1 PCI Compliant web hosting and shopping cart software. When you use your credit card on our website, the information is transmitted using Secure Socket Layer (SSL) protocol. This encrypts your information, and no one but us can see it, and even if someone did, it would be nonsensical to them. Plus, when we receive your order, your personal information is immediately isolated on a secure server with our online payment provider - Payment Express

We also have a full Privacy Policy here for more details.

What are the Terms and Conditions?
We have no idea. But here is a link to them…. 

DIGITAL FAQs:

How do I get my album download?
A link will be emailed to you, click on that and you will be taken to the download page. If for some reason you are unable to receive your purchase you can email us and request a new link for the particular download and explain the situation, eg. the dog ate your iPad. If we believe you and the reason is agreed valid, we will re-send you a link. We do not offer refunds on digital products unless it was our dog that ate your iPad.

What format are your digital albums in? 
All digital products come in a .zip format containing the individual tracks. Like spies we encode the albums in the following formats:

MP3 - 320 Kbps
FLAC - 16bit/44.1K

NOTE: There are no refunds or exchanges for digital purchases. Please be sure you can play these before downloading.

Does the download contain any Digital Rights Management (Security Protected Files)? 
Nah, that sounds far to complicated.

Can I only upload the tracks to one device once after I purchase them?
Just like buying a physical product you can use the digital tracks on as many devices you want

I have lost the email with the download link?
Take a deep breath, don’t fret just email us with your order number to re-send it.

How long does it take to download?
How long is the album? Exactly. Download times will vary depending on the product and your internet speed. We do try however to indicate the file size on the product page.

Where are the files I downloaded on my computer? How do I get them on my mp3 player? 
Like people all browsers and computers are different, but most will automatically be downloaded to your desktop, or “Downloads” folder or your home directory. You may also be able to choose where to save it. 

Adding files to your music library or player is also different, but most often you can just drag and drop them into your library. If you need any help give us a yell , we will try our best to help, promise. 

An error occurred while downloading, what should I do?
Take a deep breath, don’t fret just email us with your order number to re-send it.

The files don’t play, or sound bad?
Sometimes technology is like the black arts. Unlike the black arts, you can try re-downloading it. If it still doesn’t work please email us with your order number.

 

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