Orders & Payments
Everything you need to know about placing orders, paying safely, and what happens once your items are on the move. If you still can’t find what you’re after, our team is always here to help.
Payment Methods
We accept a wide range of secure payment options so you can shop the way that suits you best.
Credit & Debit Cards
Visa, Mastercard and American Express are all supported through Shopify Payments.
Digital Wallets
Apple Pay, Google Pay and Shop Pay are available for fast checkout using your saved details.
Bank Transfer (POLi)
Choose PoliPay at checkout for an instant and secure bank transfer.
Buy Now, Pay Later
Afterpay is available if you’d like to split your order into interest-free instalments. Minimum spend may apply.
All payments are processed in your selected store currency and charged at the current exchange rate where relevant.
Cancelling an Order
If you change your mind, please contact us as soon as possible. We dispatch quickly, so timing is everything.
- Orders can only be cancelled before they are collected by the courier.
- Once your order has been picked up, we are unable to cancel or change the contents.
Email: help@realgroovy.co.nz
Why Was My Item Cancelled After Ordering?
Our stock levels update multiple times a day across online and in-store systems. Very occasionally, an item may sell in-store moments before your online order is packed. If this happens:
- We will let you know
- You’ll be refunded in full
- No further action is required on your side
This is rare, but it can happen with high-demand titles.
Backorders
If an item becomes temporarily unavailable after you purchase it, we’ll get in touch with your options. You can choose to:
- Wait for the restock, or
- Receive a full refund
We’ll always keep you updated so you can decide what’s best for you.
Missing or Lost Orders
If your order hasn’t arrived within the timeframe listed in your shipping confirmation email, contact us and we’ll look into it straight away.
Please include:
- Your order number
- Your tracking number
- The date you were expecting your delivery
Email: help@realgroovy.co.nz
We’ll work with the courier to find out what’s happened and get things sorted.
Pre-Orders
Pre-orders let you lock in new releases early so you don’t miss out. Here’s how they work:
- You pay upfront at the time of purchase
- We dispatch your pre-order on the official release date
- If you ordered additional in-stock items, we’ll ship those separately so you can enjoy them right away
Sometimes the music industry runs on “musician time,” and release dates may shift. If there’s a delay, we’ll notify you by email. If the delay doesn’t work for you, get in touch at help@realgroovy.co.nz and we’ll try to help with an alternative, although pre-orders can’t be cancelled.
Can’t Find the Album You Want?
Looking for something specific or rare? Give our front counter a shout and we’ll see whether we can special-order it for you.
Some titles go out of print or are tough to source, but we’ll always try our best.
Call: (09) 302 3940
Or visit us in-store.
Split Orders: Supplier Items vs In-Stock Items
Some items ship directly from our suppliers while others are available in-store. At checkout, you can filter between in-stock and supplier items, and each product is clearly labelled on category and product pages. If you’re in a hurry, choose in-stock items as these are ready to ship straight away.
- Your order will automatically split into two shipments if part of it is supplied externally
- You’ll receive separate tracking details
- Additional shipping charges apply for each shipment
How to avoid extra shipping fees:
Spend over $150 in New Zealand or $250 in Australia and your order qualifies for free shipping, even when split.
