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Frequently Asked Questions

General

Shipping

When will my order be dispatched?

Your order will be dispatched within 1 working day of receipt of payment.

What happens if I provide an incorrect delivery address?

It is your responsibility to ensure the correct delivery address details have been entered at the time of ordering. Hexatronic is not liable for any costs associated with resending an order due to delivery address details being incorrect.

Why is there sometimes a delay in my delivery time frame?

Shipping may take additional time during peak periods for couriers such as holiday periods and extreme weather events.

It may also take longer if your address is rural.

Who will deliver the goods?

Delivery will be made using either CourierPost, Mainfreight or NZ Couriers. 

Delivery is only to valid New Zealand addresses. Rural delivery may take longer.

Hexatronic does not provide any offloading equipment for deliveries.

Once you’ve received your order confirmation email, please allow:

·   Metro delivery: 2 - 4 business days

·   Regional delivery: 5 - 7 business days

·   Remote delivery: 7 - 14 business days


Can I change my delivery address after my order has been placed?

No, you can’t change your delivery address once your order has been placed.

Once you receive your shipping confirmation email, it may be possible for the courier to change your delivery address or redirect your order. Please contact them directly.

What is authority to leave?

You will be given this option during the checkout process. When you give authority to leave, you’re allowing our couriers to leave the package unattended at your address without a signature. 

What if I’m not there when my order arrives?

If you provide authority to leave during checkout, you’re allowing our couriers to leave the package unattended at your chosen address without a signature.

  • If the courier believes the location is not secure, they will not leave the items unattended.
  • If you don’t provide authority to leave, our couriers will leave a note directing you with next steps.

Will I have to sign for my delivery?

If you provide authority to leave during checkout, you will not be required to sign for your delivery.

If you don’t provide authority to leave, you will be required to sign for your delivery.

The carrier has not delivered my order due to access issues to my address. Why has this happened when your website allowed me to use that address in the checkout?

In rare cases we may not be able to deliver to certain addresses that our couriers deem to be unsafe or inaccessible e.g. narrow dirt roads, steep driveways etc. In these instances, our couriers are often not aware of the issue until they attempt the delivery.

We acknowledge that failed deliveries are disappointing for our customers and ask that if you select a location which is difficult to access, please use the delivery address of a local post office or news agency to collect your order from.

How can I track my order?

The tracking link in your shipping confirmation email(s) will take you directly to the courier's website to track your package. 

How much will it cost to deliver my item(s)?

The cost of delivery is determined by the size of the items in your order and the delivery location. The cost of delivery will display on the checkout page.

Do you deliver overseas?

At this time we only deliver to addresses in New Zealand.

Payments

Is my credit card information secure when using your site?

Yes, we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a security standard for organisations that handle credit and debit card information. The standard was created to increase controls around payment data to reduce fraud.

We are very serious about security and have invested significant time and money to certify our solution is PCI compliant. From annual on-site assessments validating compliance to continuous risk management, we work hard to keep our shopping cart and ecommerce hosting secure.

Return Policy

I have been sent the incorrect product. What should I do?

We apologise for any inconvenience this has caused you. Please contact us at your earliest convenience via email or you can call us on +64 4 238 2228.

The product I have received is faulty - what can I do?

We apologise for the inconvenience this has caused you. Please contact us at your earliest convenience by phone +64 4 238 2228 or email and we can work through the process with you.

What's your refund policy?

You can find our refund policy as part of our terms and conditions here.

Contacting Hexatronic

How can I contact Hexatronic?

You can contact us via email, or you can call us on +64 4 238 2228

How do I report an error on the website?

Please contact us via email , or you can call us on +64 4 238 2228

I have a question regarding my order, who can I contact?

Email or phone us on +64 4 238 2228. We are available from 8:30am to 4:00pm Monday to Friday.

Product related questions

I'm looking for a specific product. How do I search for it online?

You can start typing in the search box in the top right corner. The search function will show you the products that include the letters you typed in.


Why is the colour of the product on the website picture different to the product?

We try our best to ensure the colour in the image is an accurate representation of the colour of the product, but it can appear slightly different depending on the screen you are viewing it on.

Can I order products over the phone?

No, we do not take phone orders.

My blowing tool is faulty, what do I do?

Loop Technologies has developed a web-based portal to provide customers with an RMA (Return Materials Authorisation) process for the repair and servicing of Hexatronic Fibre Blowing Tools.

This is a fully automated process that allows for immediate validation and creation of an RMA.

You will receive an immediate automated reply to an RMA request by using our online form:

  • Open a web browser to the following address           http://portal.looptechnologies.com
  • From the menu bar at the top, select Forms à Fibre Blowing Tool RMA Form

Please see this PDF file for further details, or email fbt@looptechnologies.com with any queries.

Can I order spare parts for my blowing tool?

Yes. Field replaceable items (such as batteries, nozzles, drive tyres) can be purchased using a credit card from Loop Technologies.

Please note - certain items (such as the top clamp, or counter PCB) are not available for field replaceable purchase and must be replaced in conjunction with a service.


What if my blowing tool is outside of the warranty period?

Loop Technologies can service your blowing tool even if it is outside of the warranty period.  

Can I contact Loop Technologies directly?

Yes. You are welcome to contact Loop directly.

Details are below:

Graeme Fell

Customer Service Analyst

Tel: +64 7 850 4632

Fax: +64 7 849 7722

Email: graeme.fell@looptechnologies.com

35 Bryant Road

PO Box 10417,

Te Rapa

Hamilton 3241

New Zealand

www.looptechnologies.com

Where can I find your product catalog

Hexatronic New Zealand product catalog is available online here.

Terms and Conditions

Where can I find your terms and conditions for sale?

You can find our standard terms and conditions here.


Technical

Air Blown Fibre (ABFU)

What are the ABFU blowing distances?

The Hexatronic ABFU system is designed for short distance installation of fibre mainly in drop networks.

The maximum blowing distance depends on several factors such as number of bends, diameter of bends, temperature and humidity.

The theoretical maximum for 2F and 6F ABFU is 1,000 metres and 600 metres for 12F ABFU.

How do I swap the ABF blowing tool fibre guides?

Please see the video here.

How do I strip the ABFU?

Some the ABFU stripping techniques are shown in this video.
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Hexatronic New Zealand
15 John Seddon Drive Porirua, Wellington 5022
infoHNZ@hexatronic.com
+64 4 238 2228

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