Online Shopping FAQ

When you place your order, you’ll see a pop up box on your screen acknowledging your order / confirming payment has been accepted. This means your order has been sent to our team for processing. You’ll then receive an order confirmation via email when your order is processed, usually within 1 working day but if you place your order on weekends or public holidays, the confirmation will be sent on the first working day following this.

We have a dedicated Online Shopping team at 4 Seasons’ Head Office in Nelson (Retail Links) to help you at every stage. Please refer to the FAQs section for specific support topics or Contact Us 9am-5pm, Monday to Friday via Email.

The following products are available online: Broil King BBQs and accessories, Kamado Joe BBQs, Traeger BBQs and outdoor furniture, Jayline, Bosca and Kent fires, Galaxy Spas and Shadowspec umbrellas. 

If a product is showing as out of stock or is unable to be added to cart, you can contact your nearest store to check availability.  We may be able to fulfil your order from a store or there may be more stock arriving soon that we can pre-allocate to you.

Please refer to the footer section on any page for support or Contact Us via Email.

Shipping of Online Orders FAQ

No, we only ship within New Zealand. Please refer to our Shipping page for more information.

Cost of shipping varies according to the size of the product, how many products are being ordered and where it’s being shipped to. Standard shipping ranges from $5 (accessories) – $79 (oversized) per item. Standard shipping is by a freight carrier or courier to driveway or door only (not inside or onto position). Note additional charges may apply for remote deliveries or for difficult deliveries like spa pools and fireplaces that require manpower for safety reasons. Please refer to our Shipping page for more information or Contact Us.

Many of our products are heavy and/or bulky and require delivery via a freight carrier. A guideline is 5 – 7 working days from the date of dispatch to most metro areas and up to 15 working days for rural or non-standard deliveries. We are unable to provide overnight shipping or guarantee delivery times of freight carriers. Spas and fireplaces may be subject to longer wait times so please check with the online time before placing your order if this is important to you. Please refer to our Shipping page for more information.

You will receive an email when your order is dispatched. If available from the freight carrier, tracking information will also be sent to you so you can track your order online using these details. If you are unable to track your order and it has not arrived within the timeframes on our Shipping page, simply Contact Us and have your order number handy.

If a particular delivery timeframe is important to your purchase, we advise sending a message via the contact us form to enquire about lead times for specific models prior to placing an order. If not in stock, we will be able to give you a specific into-NZ arrival date once the spa has been shipped and then again once it arrives at our distribution centre. 

All online purchases of spas and swim spas include a charge for standard delivery applied at checkout. This provides for getting the spa into position on your pad. Non-standard delivery, such as different or rural access or HIAB will be charged as an additional cost and you will be advised of this when you place your order. 

We do have options for shipping to a freight depot near you (and you would arrange pick up) or for kerbside delivery. Kerbside means that the delivery driver will get the customer’s spa as close to the end position for the spa as the driver deems safe. The delivery team for curbside deliveries are not able to position the spas as a matter of health & safety.

IMPORTANT: when you receive your spa, please carefully examine it upon delivery to ensure there is no visible freight damage such as damaged packaging or damaged cabinetry. If you see any signs of damage, do not sign for it and immediately get in touch via (note the support team is located at our head office).

Refund & Return Policy FAQ

4 Seasons will fulfil its obligations under the Consumer Guarantees Act 1993 but does not allow change of mind refunds, exchanges or credit.

Please check your goods immediately upon getting them home or taking delivery (prior to the freight carrier or courier leaving). If you notice any missing items or any damage to the product(s), note the damage with the delivery person. Contact 4 Seasons within 24 hours.

Contact your store or email the online sales team immediately with your proof of purchase and photos of the issue.

No. If a return is agreed to for change of mind scenarios, the original shipping or delivery costs cannot be refunded as the costs have been incurred.

You have 14 calendar days to return the item from the date you received it.

Please refer to our Returns Policy or Contact Us page.

Product Care & Maintenance FAQ

Care advice for our different types for outdoor furniture along with warranty conditions are provided in our care guide below:

Care Guide: 4 Seasons Outdoor Furniture 

Thanks to the team at Broil King, follow this handy best care guide: 

Care Guide: Broil King BBQs

Even products made from quality North American stainless steel, like Broil King BBQs, are prone to rust if not cared for properly. People often mistakenly believe stainless steel is immune to rusting. This is untrue; it is less prone to rust than other forms of steel but still requires a level of care to retain its ‘out of the box’ appearance.

Here’s our 4 step process for keeping your products rust-free: 
1. Keep surfaces clean and dry at all times - if relevant, use a cover to aid this but avoid a non-breathable cover as this can lead to a build up of dampness, which contributes to rust.

2. Immediately clean off residue that can lead to rust, including: bird droppings, pollen, cooking fats/residue, salt water spray.

3. At the first sign of rust (e.g. ‘tea staining’ appearance) use a suitable rust removal product. We recommend Bar Keeper’s Friend.

4. If possible store product indoors when not in use for prolonged periods.

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