Frequently Asked Questions

Our website provides two functions: an online store for the general public and an educational resource for occupational therapists and clients to see our products and services. It is for this reason that not all of our products can be directly purchased online and we recommend that you use the Request a Quote form for items that state POA (price on application).

We are open Monday-Thursday 8:30am-5:00pm and Friday 8:30am-4:00pm. We are closed on national public holidays as well as the Auckland Anniversary.

Yes. We are closed for two weeks over the Christmas season which typically starts a few days before Christmas. Normal business hours resume on the second week of January. Specific dates are posted on our Contact Us page closer to the time.

We can be contacted during business hours on 0800 212 333 or via email at info@c1south.co.nz. We anticipate getting back to you within the next working day. For full contact details, please see our contact page.

Yes, we are on Facebook and can be visited on www.facebook.com/c1south.

We are located in Frankton, Hamilton. If you are local and would like to purchase products from us directly, you are welcome to visit us during business hours. We also offer a 'Click and Collect' option on our website during checkout so you can place your order in advance. Please note that we can only accept cash or credit card via PayPal at our office (no eftpos). Our location can be viewed on our contact page.

Online shopping offers a convenient way to buy from the comfort of home. Our website is also compatible with mobile phones, tablets and other devices with an internet browser. Our website allows you to easily locate items and access much more information than you would if you were shopping instore. We understand that not everyone finds it easy to buy online, if this is the case, you can contact us on 0800 212 333 and we are happy to assist you.

You can either browse through the categories, or use the search bar at the top of the page. The key to using a search bar is to enter a simple search term. For example, if you are looking for wheelchair cushions, type ‘cushion’. If you find that too many results appear, try typing something a bit more specific such as ‘foam cushion’.

We try to include as much information as possible about our products. Most products have a brief description followed by a detailed description, video clips, and tabs showing Options (eg, different sizing, colours, styles), Download (pdfs of our pamphlets), and Related Products (similar products or accessories). If you require any further information, please do not hesitate to contact us.

Our information is in a PDF format. If you are having problems viewing these files you may not have the Adobe software installed on your computer. Adobe Reader is free and safe.

A shopping cart is basically a virtual version of a shopping basket. Simply click the Add to Cart button on products you want to purchase and it will automatically place the item in your cart. This can be viewed on the left hand side.You can add multiples of items by clicking add to cart as many times as required or by updating the quantity during checkout.

No. You have the option to create an account and log in, or checkout as a guest. If you intend to purchase from us again, would like to update your details or view your order history, having an account will allow this and make the checkout process much quicker.

When you are on the Welcome page, simply click Forgot your password? You will then be prompted to a screen where you will need to enter your email address that you used for registering on our site. We will automatically send you an email containing your password.

Simply log in to your account and you will see four options: • History and details of my orders – This section includes your order history and makes it easy to view current and past orders. • My address – This section allows you to update your current address or add as many alternative addresses as you like, making the checkout process much quicker. • My personal information - This section allows you to update your name, email address and password. • My vouchers – This section provides access to any vouchers we have allocated to you, including store credit voucher

Once you have added all the items you want to your cart, simply click Check Out (under Cart on the left hand side or at the top right). This will then take you to your Shopping Cart Summary. You can either log in to your account (if you haven't done so already) or checkout as a guest.

Voucher codes are special codes that when entered at checkout will provide a dollar or percentage discount, free shipping or store credit. Discount voucher codes may be published on our website, Facebook page, or sent to our customers directly. Credit voucher codes are issued on a case by case basis ie, in place of a refund (store credit).

When you have entered your voucher code, select Add. If the voucher code has been incorrectly entered or has expired, an error message will appear at the top of the page. Please note that voucher codes have an expiry date so make sure you place an order before this date.

You will receive a confirmation email saying we have received your order. Account holders will also be able to view their order when logged into their account.

This will depend on whether our team has processed your order. Once we have received your payment, orders will be sent the same working day. Courier collection times are 10:30am and 2:30pm. Please contact us immediately to change or cancel your order.

Some of our products, particularly wheelchair cushions, back supports and seating accessories are generally products that are funded and would not be purchased by the end user or online. These products state POA (price on application) instead of a price. If you would like a quote for any of these products, you can Request a Quote or contact us for further information

For the same reason above or a product may not be in stock, which in that case would state ‘Out of Stock’

Sometimes, but not through the website. The majority of our products are permanent product lines that are likely to be re-ordered unlike other stores who may change their product ranges each season. This means that while our website may say Out of Stock, we are likely to be waiting on an order. In this case, you can contact us for an ETA.

We accept credit cards, Pay Pal and internet banking. All credit card payments are submitted through PayPal – an online payment service that allows customers to safely and securely submit their credit card details (or use an existing Pay Pal account) without sharing their financial information. To learn more about Pay Pal, click here.

Yes. Pay Pal allows us to receive your payment or provide a partial or full refund (if required) without accessing or storing your credit card details. Pay Pal also has procedures to protect the buyer and seller. To learn more about Pay Pal, click here.

Unlike credit card payments that we receive immediately, we will have to wait for your internet payment to clear in our account. Please note that any payments that clear on Saturday will not be processed until Monday.

At the end of your order, you will be shown a screen with you order total, order number and our bank account details. You will also be sent this information via email. Please remember to use the order number as your reference. Our details are: C1 South Ltd Westpac 03 0442 0195757 00

Shipping charges are automatically calculated at checkout based on the size of the item(s) and your delivery address. Rural addresses and heavy or bulky items will incur extra charges.

We use Fastway Couriers to deliver all of our products. Your parcel can be tracked on www.fastway.co.nz and a tracking number can be sent to you if required.

Your order will be sent the same day if made before 10:30am or the following day due to courier pick up times. The expected delivery timeframes are 1-2 working days for the North Island, up to 3 working days for the South Island and up to 4 working days for rural deliveries which are passed onto NZ Post.

No. Our courier service can only send parcels to a physical address. If you are concerned that you will not be home to sign for a parcel, you can ask the courier to leave it in a safe place, or alternatively have it sent to another address.

Yes. We now have a Click and Collect option during checkout to pick up your order from our warehouse but will require payment prior to collection as we can only accept cash on premises. Alternatively, you can buy directly from us during business hours if you are paying with cash.

If we have issued a full or partial refund for any reason, the courier fee is not refundable. The only time we will refund a delivery fee is if an item is out of stock and we have to cancel an entire order.

We recommend that any products purchased as gifts should be ordered no later than the week before Christmas (or other occasion) to avoid disappointment. The expected delivery timeframes are up to 2 days for the North Island, 3 days for the South Island and 5 days for rural deliveries but please be aware that courier companies are very busy during the holidays and delays can be expected.

Generally not and we do not make this option available on our website. In some cases, we have sent products to Australia so if you live overseas and are interested in purchasing from us, please contact us. We may also be able to provide you with details for purchasing in your country.

Please contact us and we will be happy to discuss any issues with your order. Please note that you must contact us before returning any items.

Refunds will be issued on a case by case basis, therefore you must contact us before returning any item. Items must be returned in an unused, original condition including any packaging, manuals etc at your expense and within 14 days of delivery. We must receive the goods back before issuing a refund.

Yes, but you must return the items back in an unused, original condition including any packaging, manuals etc at your expense and within 14 days. To exchange a product, you will need to download this form and include it with the returned goods. Please note that there will be an additional courier fee for exchanges unless you have received a faulty, damaged or incorrect product.

You can pay with credit card, internet banking or PayPal. Please contact us for further instructions.

All of our products are inspected thoroughly and are well packaged to ensure they arrive in excellent condition. In the rare event that a faulty product is sent, damaged in transit, or sent in error, please contact us and we will arrange pick up of the goods at our expense and immediately arrange for a replacement. Please print and attach this form to the parcel. We will remedy any problem in accordance to the Consumer Guarantees Act.

All of our wheelchair cushions and back supports have a manufacturer’s guarantee. For our smaller product ranges, we will assess any issues on a case by case basis and meet our obligations under the Consumer Guarantees Act. Please contact us for further information.

The manufacturer’s guarantee or warranty covers damage due to workmanship, material defects or errors caused by the manufacturer. The guarantee does not include change of mind, misue, general wear and tear or damage that has resulted from not following the proper care instructions. • Motion Concepts - 24 month limited warranty • The Comfort Company - Lifetime warranty (refers to the expected life span of equipment which will vary) • Supracor - 2 year warranty for cushions, 5 year warranty for mattresses and 90 day warranty for covers • Star Cushion Products - 24 month limited warranty • Trekinetic - 12 month guarantee • JOB - 2 year warranty • Simple Stuff Works - 1 year warranty • Quadtools - Unconditional guarantee • Trabasack - 1 year guarantee

Regardless of what you purchase, we will always meet our obligations under the Consumer Guarantees Act.

Yes, we sell a selection of our products on Trade Me under the Member name ‘c1south’. We do however, recommend that products are purchased directly from our online store for full information, stock availability, specials/promotions, and choice of colour/style options (where applicable). We also partner with some stores that retail our products

We are always open to the opportunity to make our existing products more accessible to the general public. Please contact us to express your interest in retailing our products.

We are able to provide recognition of your business on our website and provide sales support and any relevant materials to ensure staff are well informed about a product. We stand behind our products and offer a product range that is exclusive to C1 South, meaning that a competing business will not stock or retail our products at a lower price.

We are always on the look out for innovative new products and would be happy to consider other product ranges. Please contact us to express your interest in retailing our products.

We always aim to improve and update our information regularly so instead of a catalogue, we have individual pamphlets on all our products. If you would to receive copies of some or all of our pamphlets, please contact us. Our pamphlets are also available under the Download tab of each product listing.

Yes. We are dedicated to protecting your personal information. Please click here to view the policy.

Please click here for our full Terms of Trial.

The Terms of Trial are written in accordance with funding guidelines. They are published on our website for occupational therapists who request trial equipment for their clients. On occasion, some equipment may be trialled directly to private customers at our discretion.

Not without our consent, unless you are an official retailer of our products. We have pdfs available that can be downloaded for personal use.

These products are measured width x depth (inches). Full measurements are available under each product listing

Please contact us for assistance.