Questions and Answers


Please make sure both your name and manager’s name are on the order form. You will also need to provide a valid reason for placing your order.


How long will it take for my order to arrive?

Usually within 48 hours of dispatch. Deliveries to our South Island offices may take an extra day depending on the urgency of your order.


Image Group will dispatch orders on Tuesdays and Thursdays. If you place your order before 1pm on a Tuesday your order will go out that day. If you place your order after 1pm on a Tuesday your order will go out on Thursday, unless otherwise requested.


For large orders sent via pallet, please allow four working days for delivery and two days for packing of orders.


Who do I contact if something goes wrong?

Please contact Tabitha Clarke in marketing in the first instance, 



Alternatively you may contact Rebecca Sadler from Image Group. You can contact Rebecca by calling 09 820 1267 or emailing


I need an urgent delivery. What are my options?

If you need an urgent delivery, please state the date needed when ordering in the comments section.

The time of arrival will depend on your location:

o   If you are based in Auckland your order can be sent on urgent or overnight courier.

o   If you are based in the North Island or the South Island your order can be put on urgent or overnight delivery – it will be expensive but is achievable.


Can I pick up my order? What is the location and will there be any additional charges?

Yes, orders can be picked up from our warehouse at 4/49 Sainsbury Road, St Lukes, Auckland.


Which logistics company will do the delivery?

o   For normal delivery: Fastway and PBT.

o   For urgent delivery: Deadline and Streamline (for bulk freight).


Are deliveries trackable?  

Yes, deliveries will be trackable. Your tracking number will be sent out once your order has been sent.


How does the invoice system work?

The accounts department will receive a spreadsheet per month detailing what has been ordered, by which department, the invoice number, freight and pick/pack charges. Marketing will internally appropriate the freight costs to each department.


How much will the delivery cost? 

Delivery will be calculated on a per order basis as it will vary depending on the item, quantity, size and weight. Below is an estimation of the freight costs to each region.





Upper North Island




6 - 20kg



up to 25kg


Lower North Island up to Rotorua




6 - 20kg


Rotorua South




6 - 15kg



15 - 20kg


South Island




6 - 10kg



10 - 15kg



Can I return an order?

Unfortunately you can’t return any products unless they’re faulty.


What happens if I place an order by mistake?

If orders are placed by mistake you will need to contact Image Group and they will sort on a case-by-case basis. If the order has already been sent then your department will be liable for any costs associated with that order.



I want to order something that is not on the site

Please contact Rebecca Sadler from Image Group. You can contact Rebecca by calling 09 820 1267 or emailing


Any requests for new or special designs of merchandise, collateral and business cards please contact marketing.


Who will pay for my order?

At this stage, all the stock listed on the website is existing stock which has already been paid by marketing. Therefore the cost is indicative only. Pick & pack and freight costs will be charged to your team.


Business cards

When do I order my business cards?

You must place your business card order by the 20th of each month. If you do not place your order by the 20th of the month, then your order will be collated with the next batch of business cards to be processed next month.


When will I receive my business cards?

You will receive your cards by the first week of the following month that you have placed your order.


Why are some office addresses missing?

Due to privacy issues, home office addresses are removed from the website. Those who have home office addresses should have the New Market address selected for the back of their business card. Mail can be directed to them from our head office.


What are the things that I have to be aware of when I order business cards?

Departments: If you are an account manager, please select industry training for your department.


Business card design style: please note that ATNZ and Competenz business cards are different. If you are ordering Competenz business cards you will be able to choose your colour and tag line.