Hyper Ride FAQ
Q: I haven’t received an order confirmation — did my order go through?
The most common reasons for not receiving your order confirmation are:
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A misspelled email address at checkout (our confirmation goes to whatever email you enter).
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The confirmation email landing in your spam/junk folder.
If you don’t receive a confirmation within 1 hour of purchase, please email us at ridesupport@hyperride.co.nz and we’ll forward your order details to you.
Q: Can I change or cancel my order after placing it?
We’re not able to change or cancel orders once they’ve been placed.
If you ordered the wrong item or size, please wait for it to arrive and then use our Free Returns process to send it back for a refund. After that, you can place a new order for the correct size or item.
Q: Can I swap my order for a different size?
We don’t offer direct exchanges. The best way to make sure you get the right size before it sells out is to:
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Order the correct size straight away.
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Return the original item to us through our Free Returns process for a refund.
Q: My card will not work on the Hyper Ride site?
We only accept cards issued in New Zealand and Australia (Visa, MasterCard, AMEX, and Q Card). This policy helps us protect against fraudulent transactions.
Q: Why won’t my promo code work?
There are two main types of promo codes we use:
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Percentage-off codes (e.g. DISCOUNT20) — these apply to full-priced items, though some brand exclusions apply.
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Clearance codes (e.g. CLEARANCE20) — these apply only to clearance items, which are marked with a red price and a clearance badge.
Common issues include trying to use a clearance code on non-clearance items, or mistaking regularly discounted items for clearance ones.
If your code still won’t work, send us a screenshot of your cart along with the code to ridesupport@hyperride.co.nz and we’ll check it for you.
Note: Promo codes are not case-sensitive.
Q: Where do I enter a promo code?
When you click View Cart, you’ll see a summary of your items. Underneath, there’s a field that says “Enter a promo code or gift voucher here.” Type your code in that box and apply it.
Q: Do you ship internationally?
We currently ship only to New Zealand and Australia.
If you need your order shipped elsewhere, you can use a freight forwarding company. Please note, we aren’t responsible for any issues (lost or damaged items) once the order is with the freight forwarder.
Q: How do I track my order? / I haven’t received my tracking details?
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Orders from Hyper Warehouse 1 & 2 ship via Post Haste. Tracking is sent once the courier scans the parcel onto the van, with delivery usually in 1–3 working days.
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Urgent Tonight orders generate tracking once scanned onto the van at around 5pm.
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Bulky freight (surfboards, bike carriers, etc.) ships via Mainfreight in the North Island or Bascik in the South Island. Tracking is provided after the truck collects the item, which can take a couple of business days.
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Items shipped directly from a supplier use their courier. If tracking isn’t automatically provided, email us at ridesupport@hyperride.co.nz and we’ll get it for you.
Q: Are Hyper Ride and Hyper Drive the same company?
No. Hyper Drive is a sister company, but we operate separately and do not handle their orders (and vice versa).
