Frequently Asked Questions

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Welcome to our FAQ's page, your hub for quick answers to common questions. Explore topics like custom design, shipping, returns process and more. We're here to help you find the information you need to make informed decisions. Can't find the answer you need here? Scroll down the page to contact us so we can be of further assistance.

FAQ

Custom Design Shipping Return Process (RMA)
Custom Design
What is Powerbox Pacific's production capacity for power converters and systems?

In partnership with Powerbox Australia, Powerbox Pacific has flexible production capabilities that can accommodate a wide range of quantities, from single converters with unique features to large-scale production quantities exceeding 50,000 units per year.

What design facilities does Powerbox Pacific offer?

Our Auckland-based design facilities allow our experienced engineers to build value added solutions to suit your needs. We can also create custom designs should your chosen model need something more specific to meet the requirements of your application.

When should I consider a custom-designed power converter?

If an off-the-shelf power converter product does not meet the specific requirements of your application, a custom-designed power converter may be the best solution. It can be a value-added design using off-the-shelf power modules or a full custom design built from the component level upwards.

What are some examples of Powerbox Pacific's typical custom power solutions?

Powerbox Pacific specialises in various custom power solutions, such as DC UPS Battery Charger Systems, DC/DC rolling stock railway converters, redundant rack mounting power supply systems, DC/AC rolling stock railway inverters, mining equipment power supplies, communications DC power systems, security DC power systems, and medical power supplies.

How does a custom-designed power solution benefit industries?

Custom-designed power solutions from Powerbox Pacific provide industries with tailored electrical and mechanical features that meet their specific needs. These solutions offer the best approach when standard off-the-shelf products are not suitable, empowering industries with top-tier power supply solutions.

Shipping
How long does it usually take for a delivery to arrive?

Overnight delivery is offered to customers in New Zealand depending on package weight and restrictions per region. Please note, heavier items may take 2-3 days to deliver through Straite NZ.

Which courier or shipping companies do you use for deliveries?

Powerbox New Zealand uses NZ Post for overnight delivery of the majority of our products. For larger or heavier parcels, we use Straite NZ.

Can I track my order once it has been dispatched?

Yes. Tracking information is printed on the bottom of the invoice which is emailed to customer.

Are there any locations within New Zealand that Powerbox doesn’t deliver to?

Please contact us if you live in a remote location and have experienced difficulties with deliveries in the past. We will work with you to find the best solution.

Is the shipping cost included in the price of the product?

The total purchase price of any goods is inclusive of shipping and handling charges – indicated on the Powerbox invoice and prior to placing your order online.

What happens if I'm not at home to receive my delivery?

If you're not at home, NZ Post will leave a card to call in your letterbox or a safe place. If your order is arriving through Straite, we recommend checking with them directly via your tracking number.

How is the shipping cost calculated for my order?

We use flat rate shipping New Zealand Wide for most orders. Larger orders can be estimated upon request.

Do you offer expedited shipping options?

Orders can often be shipped quicker however this needs to be arranged as higher freight charges may apply.

Can I change my delivery address after placing an order?

Yes, you can change your delivery address if it's outside the area. Extra charges may apply.

Are there any items that require special shipping considerations?

Yes. Methanol Fuel Cells and Lithium Batteries are deemed "dangerous goods" by carriers which involve higher shipping charges and are generally quoted in advance.

Return Process (RMA)
How long does it take to process an RMA?

The processing time for RMAs may vary depending on the nature of the product and the issue. Our customer support team will provide you with an estimated timeline and keep you updated throughout the process.

Will I be responsible for shipping the product back for RMA?

The cost of transport and packing for the returned goods are the responsibility of the sender.

Is there a time limit for submitting an RMA request?

Yes, there is typically a time limit for submitting an RMA request. Please check our warranty policy for the specific timeframe within which an RMA request should be made.

What info do I need to provide when requesting an RMA?

When requesting an RMA, please provide details such as your name, order number, product serial number, description of the issue, and any supporting documentation or photos if necessary.

How do I initiate an RMA?

To initiate RMAs with Powerbox Pacific, simply fill out the form on our website. Once submitted, the form will be emailed to sales@powerbox.co.nz for processing. Please ensure all required fields are completed for efficient processing. Contact our customer support team for further assistance.

Can Powerbox help me with a Victron product return?

If you purchased your Victron product from Powerbox we can help with a return for a faulty product or repair. You will need to submit a RMA form to us first. If your product was purchased somewhere else you will need to contact the company you purchased it from, or contact Victron Energy directly to seek support.

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