FREQUENTLY ASKED QUESTIONS

Here are the answers to some of the common questions we receive


FAQ for Buyers

What is ‘Click and Collect’?

The ‘Click and Collect’ feature enables you to purchase a product online and collect your purchase from the Retail Seller’s physical store. This feature is only available with Sellers displaying the ‘Click and Collect’ feature. Once you have placed your order, the Seller will notify you (usually within one to two business days) when your purchase is ready to collect. A great option if you cannot have items delivered to your home or work. You must present your order confirmation and receipt of payment to collect your ‘Click and Collect’ purchase. We wouldn't want to give your purchase to the wrong person!

How long will my purchase be held in store?

The product will be held for you until you collect it. However, if you plan on collecting your products in more than five days, notify your Retail Seller and avoid those regular reminder calls.

What if I can’t collect and need it to be delivered?


That is no problem, simply contact your Retail Seller to arrange. Postage will need to be paid for prior to the purchase being shipped.

What are your shipping costs?

Products are delivered using the Retailers preferred couriers, depending upon your location. Shipping costs are influenced by the size and weight of the product and destination. These costs will be calculated in the shopping cart and added to the total before checkout. Keep an eye out on products displaying the Free delivery option too!

How long is the delivery time?

Standard delivery times for products purchased through the Hay Nay site are between five and ten business days, depending on your address. To gain a better timeframe, contact your Retail Seller.

My order hasn’t arrived

If your purchase has not arrived within the specified timeframe, please contact the Retail Seller and they will look into it for you.

How can I track my order?

The Retail Seller will provide you with a tracking order upon shipping confirmation. You can follow this through their chosen courier.

Where do you deliver to?

We deliver New Zealand wide.

Do you deliver to PO Boxes?

Yes, it’s possible to deliver to PO Boxes, as long as the parcel fits into your PO Box.

How do I change my delivery address after my order has been placed?

We process and pack your order as fast as possible. Your delivery address can only be changed as long as you have not received your shipping confirmation. To change your delivery address, contact the Retail Seller immediately.

What if the product I receive is faulty or the wrong product/size?

If the product is faulty or the wrong size, all Retail Sellers will offer a 14-day replacement warranty from the date you receive your product. If your product can be replaced, it will be replaced with the same or similar product. If the product cannot be replaced you will be provided with the option of a replacement product of the same value or provided with a refund for the total value of the product.

The replacement will be shipped to you at no charge, within five to ten days from the date the faulty product has been received.

The faulty product must be returned to the Retail Seller. When returning the product to your Retail Seller, the following details must be supplied:

Name
Address
Contact phone number
Reason for return
How you would like the issue to be resolved
Original order confirmation or invoice number

Failure to provide the above information may result in a delay.

What if I change my mind?

Should you change your mind about the product, contact us (Hay Nay) directly. The purchase must be returned within 14 days of you receiving your order. The product you wish to return must remain in its original packaging, unused and proof of purchase must be supplied.

Please also note, there will be a delivery fee payable.

How do I remove a product from my cart?

Click on the cart icon at the top right hand of the screen. Find the product to remove and click on the grey cross (located near the middle of the screen).


FAQ for Partners

How can I sign up to a new account?

There are two options for you to sign up. Option one, you can quickly click on ‘Join us’ located at the top right-hand corner. In the white pop up box, click on ‘Create a partner account’. Option two, will take you to the bottom of the page and in the footer, click on ‘Sign Up’. Your registration will then be taken into consideration by one of our team members before being able to list your products or services.

I have forgotten my password

No problem! Simply go to ‘My Account’ and pop up box will appear, click ‘Forgot Password?’, and follow the prompts.

How does Hay Nay promote my business?

We are all about helping equestrian businesses in any way we can. Below are just some examples of what we do. From the homepage, the Hay Nay team promotes ‘Trending items’ and Top categories’ etc. We also have a weekly post, and we encourage you to submit your own pieces too! You will have your own brandstore, so you can list as many products and/services as you want. Hay Nay is on Facebook and Instagram. We post a variety of different content such as seller highlights, general information, product highlights, etc. You can also contribute image and content at any time! To play an active part of these promotional efforts, contact enquiries@haynay.co.nz

Where on the website can buyers see my business listing?

For Partners: Buyers simply need to click on ‘Find a store’ at the top right-hand side of any page, with the option to filter searches. For Installers: Shoppers simply have to click on the main menu and ‘Services’. To locate you faster, we also have various filter and search options.

If I receive a customer lead, how much does it cost me?

There are no costs for you to receive leads.

If there is a customer lead, how is it communicated to me?

An email is automatically generated and sent to your nominated email address. It is expected that you then communicate with the customer within three hours.

How can I add more products?

Once you have logged in, click on ‘My Adverts’ at the top right-hand corner. Click on ‘New Product Advert’. Alternatively, you can quickly click on ‘Place a New Product Advert’ located in the black column on the left-hand side.

How can I delete a product?

Once you have logged in, click on ‘My Adverts’ at the top right-hand corner. Scroll down to the selected product and click on the rubbish bin icon within the panel and done.

Can Hay Nay help me with pricing?

We will endeavour to provide you with as much guidance as possible. To remain competitive in the e-commerce world, it is always best practice for you to research the pricing of your competitors. In the end, the decision is yours.

What are the image dimensions required for products?

First impressions matter when it comes to easy sales. So, to avoid the fuzzy look on your products, make sure that the images are high resolution and a clean format. Minimum dimensions are: 567 x 567px, this includes a ratio of either 1:1 or 4:5. Acceptable formats include .PNG, .GIF, .JPG and .JPEG. For further advice on your product images, contact enquiries@haynay.co.nz

How to write a good description?

Short and sweet is the key. Here, is where you sell the product through words. What are the benefits of using the product? Are the steps simple? Does it require little to no assembling? What it is best used for? What size horse or pony it would fit? Explain the benefits of the product?

Hint: Do not copy and paste from the manufacturer’s site. Write it like you would say it in a passing conversation. Having unique content (not a copy and paste) will improve your SEO ranking within Google searches (which is how your buyer will shop for what they need).

Not everyone is confident with their writing skills, if this is you, reach out for help through your Hay Nay Account Manager.

Can I upload supporting documents?

Yes, we encourage you to upload any necessary documents that make the product easier to understand pre and post purchase. Go to ‘Upload your product/service documents’ at the bottom of your Product/Service Advert. Here you can upload user manuals, sizing charts, how to use templates etc in .PDF format. Up to 5 documents can be uploaded per advert.



Pricing

Is GST included in the online web price?

All our prices are excluding GST.

GST is added to your order if applicable at the time of order placement and is confirmed prior to making payment upon checkout.




Shipping & Delivery

How can I track my order?

Once your order has been dispatched, we will send you an email. You can follow the status of your order using the tracking number provided in this message.


If I only placed one order, why am I receiving multiple parcels?

Purchases are shipped from our sellers, therefore if your order contains items from multiple sellers, they will be shipped to you separately, from different locations.


I’ve received one item, but where’s the rest of my order?

Items are shipped by the seller, so if your order comprises of items from multiple sellers, each item will arrive separately. Please check the delivery information provided for each item for full details. If you still have concerns please Contact Us.




Contacting Sellers

Can I contact the seller, as I have a query about the product?

Please contact our friendly Customer Contact Centre, and they will be happy to contact the seller on your behalf to answer your product queries.




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