- Shipping Details
- When Are You Shipping My Order?
- Lost Orders
- Priority Mail?
- Back Orders
- I Can't Find What I Am Looking For?
- Order Status
- Customer Help
- Refunds + Returns
- Is Your Store Secure?
- Terms + Conditions
- Clothing and T-Shirts
- Download + Digital FAQs
All domestic shipping (within New Zealand) is free. They are couriered via Post Haste or NZ Couriers and you will receive an email with a tracking number on pick up. Our international orders are all shipped via New Zealand Post International Air or International Economy Courier. Shipping should take 2-3 working days* within New Zealand, 3-6 working days* to Australia and 6-10 working days* to the rest of the world.
*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 contact us via Orders@FlyingOut.co.nz
For those who don’t live in our fair isles all shipping to Australia is free for orders over NZ$99 while all other International shipping is free for orders over NZ$200.
International shipping charges are calculated by weight and location. Simply add your items to your cart, click "Checkout", and choose your ship to country to calculate your approximate postage cost. You also have a chance to review all shipping charges before submitting your order.
Once shipped, international packages usually take 5-10 business days for delivery. 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.
How Do I Know My Order Has 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 ships. If it's been less than a couple weeks since you've placed your order and it has not shipped, it's likely we are just waiting for a re-stock (especially our vinyl which is shipped from the furtherest corners of the world) and all is fine. If it's longer than that, feel free to email and we'll update you.
We often get asked what do we with do our day. Well….as soon as your order is accepted, with all physical products in stock, the order is fulfilled, packed and shipped by the next business day. If we are unable to deliver the goods within four weeks of the order, we will inform you as soon as possible and you will be entitled to cancel and refund. By the way, if your order is returned to sender, depending on the reason, we may need charge for re-sending it to you.
My order was shipped 2 weeks ago and I still have not gotten it. 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. If you have not received your order after this period of time after the shipping date, email us and we will work on getting you another order shipped ASAP. Or a refund if you prefer. Each to their own.
Do you have a priority mail service?
Well all our mail is a priority…smooth…Proper Answer? Sort of…we are working at adding this feature and some products do have a courier option for International orders. If you would like to request this email with your order number and details.
What’s With Your Backorders, huh?
Our music sells like nobody’s business. Plus there are only 2 of us. Sometimes 3. Often 1. So we keep our inventory low, I mean have you seen the size of our stockroom! The two of us can barely fit in there. We aim to re-stock out physical products within two weeks of them running out and will give you an approximate shipping date for them. It sometimes takes a bit longer due to the world being so big and us so far away.
How do your pre-orders work?
You buy it in advance, which is sweet as 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. 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 firstname.lastname@example.org 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…..
How do I check my order status?
There’s no status like order status - hence why we send out emails updating when we receive it, send it etc. If you need more details email us with your order number.
I emailed, but haven't heard anything back ?!?!?
While our customer help team is highly trained, we are also a small operation and while we aim to reply within 24 hours there is only so many hours in the day. If you haven't heard back within a couple of days please re-send/give us a bollocking and we will most likely apologise profusely, offer a gift to quell any rage and solve your issue.
How can I pay for my orders?
As aspiring capitalists we love cards called Visa and Mastercard plus online services such as Paypal. 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.
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.
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 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:
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
What are the Terms and Conditions?
We have no idea. But here is a link to them….
I don't know what to buy
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, 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 here.
Do you have a newsletter?
Funny you should ask? Why, yes we do. You can sign up when you create an account. Otherwise you can sign up here. If you don’t like what we have to say you can unsubscribe from if anytime, see if we care…
There is nothing worse in the world than Spam (maybe Heaven 17, but only just) therefore we never send any out. Or stock it. Normally you will only receive a weekly newsletter unless we have something that we think it is really worthwhile letting you know about. Plus you get member only discounst as well as first dibs on special offers and new releases. Just saying.
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:
If there is a different supplier we will state this and where you can check the sizing measurements.
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.
More questions? Use the contact form below: