FREQUENTLY ASKED QUESTIONS

Still unsure? Drop us a message here and we will get back to you ASAP. 

1. When will I get my order?

For orders received before 1pm weekdays, we aim to despatch the same day. We use super speedy courierpost, so for most of NZ, you will get your order by 11am the next weekday. Woohoo! Sometimes things don't go exactly to plan and we do need a bit more time though. Find more information on our shipping here

2. The product I want is out of stock! When will it be available?

We work seasonally, which means we work hard to design awesome new stuff every year, and when something runs out then it is gone for good. Being rain jackets and outdoor gear, our brand new designs arrive in March each year in time for the Autumn/Winter months. 

3. How do I add the Splash Pant to my order at $19.99?

Make sure you have a jacket in your cart already. Then open your cart (click the cart symbol, then 'view cart'), in the cart page there will be a box showing the pant available at $19.99. Still having trouble? Feel free to contact us

4. I have signed up for the welcome discount but I haven't received it! 

The email will be in your inbox within a few minutes. Be sure to check your spam folders. Still can't see it? Click here

4. My bank doesn't accept Polipay, and I don't have a credit card. How can I purchase? 

Feel free to contact us, we are more than happy to process the order manually for you with a direct bank deposit (NZ only). More details about our payment methods here

5. Do you offer corporate discounts?

Yes, we have options available for corporate discounts and also kindergarten/school fundraising. Please email us at web@thermoutdoor.co.nz to discuss further!

6. Do you offer layby?

No, sorry we do not offer layby at this time. 

7. Can I return my order? 

We know that shopping online can sometimes come with a few surprises, and do offer returns and exchanges. Please read our return policy here. 

8. Where are your products made?

We create all of our designs in house, in Christchurch, New Zealand. Then we have a fantastic company in China who we work with to make the samples and the final product. We have worked with them for over 6 years (before Therm was born!) and are proud to have a valued relationship with them. We also monitor and audit the factory regularly to ensure our gear is made in a safe, ethically sound workplace.