Frequently Asked Questions
Orders & Purchases
How do I place an order?
How do I place an order?
Browse our online store, add items to your cart, and follow the checkout process. You'll receive a confirmation email once your order is placed.
What payment methods do you accept?
What payment methods do you accept?
We currently accept Visa, Afterpay, Mastercard, PayPal, American Express, Apple Pay, Google Pay, Shop Pay, and UnionPay.
Is my payment information secure?
Is my payment information secure?
Yes, all payments are processed through secure, encrypted gateways to protect your data.
Can I modify or cancel my order?
Can I modify or cancel my order?
Yes, if your order hasn’t shipped yet. Please drop us an email as soon as possible and we will cancel your order and issue you a refund.
When are pre-orders charged?
When are pre-orders charged?
We charge for pre-orders at the time you place your order.
Returns & Refunds
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for unused items in their original condition. For more details, visit our Return Policy.
How do I return an item?
How do I return an item?
Contact us at shop@overkill.co.nz to initiate a return. We'll provide instructions and the return address.
How long does it take to receive a refund?
How long does it take to receive a refund?
Refunds are processed within 5–7 business days after we receive and inspect the returned item.
Shipping
How much does shipping cost?
How much does shipping cost?
We ship fast with NZ Post’s Overnight Delivery Service so you get your gaming gear quickly!
- Northland: $3.99
- Auckland: $3.99
- Rest of North Island: $4.99
- South Island: $5.99
- Qualifying Orders Over $99: Free Shipping
Oversized items may incur an additional $10 shipping charge, this will be calculated automatically at checkout.
We work hard to keep delivery costs low and aim to ship all in-stock orders the same day, as long as you order before the cut-off time on the product page.
Where do you ship from?
Where do you ship from?
All our orders ship from our 1350sqm warehouse in Ruakākā, Northland. Having everything under one roof means we can pick, pack, and dispatch your gear fast — usually same or next business day. We ship right across New Zealand, from Cape Reinga to Bluff and everywhere in between, so wherever you are in the country, your order's on its way from us in Ruakākā!
Do I need to sign for my delivery?
Do I need to sign for my delivery?
To keep your order safe, we send shipments over $250 with a signature-required courier ticket. Your shipping confirmation email and NZ Post tracking will show whether your parcel needs a signature. If it does, someone will need to be at the delivery address to sign for it.
Don't want to sign?
- At checkout: Add delivery instructions (e.g. "leave at front door") and we won't put a signature-required ticket on your parcel.
- After your order has shipped: Add delivery instructions through your tracking on the NZ Post website or app.
What if no one's home?
NZ Post will leave a card telling you where to collect your parcel or how to arrange redelivery.
How long does shipping take?
How long does shipping take?
All orders are delivered overnight within NZ using NZ Post. Please allow 1-2 days extra for rural deliveries and oversized items.
How long does rural delivery take?
How long does rural delivery take?
Please allow 1-2 days extra for rural delivery.
When do you ship pre-orders?
When do you ship pre-orders?
We dispatch pre-order games via overnight courier on the day before release to ensure they arrive with you on release day.
As NZ Post delivery timeframes for rural addresses can vary, we can't guarantee release day delivery to rural addresses. Please allow up to 1-2 days extra for rural delivery.
If I order multiple games with different release dates, when will they ship?
If I order multiple games with different release dates, when will they ship?
We do split shipments at Overkill. That means we ship available items from your order when they are in stock. If you order multiple games with different release dates, each game will ship when it is released.
Where do you ship to?
Where do you ship to?
We currently only ship within New Zealand (but we will be shipping to Australia in the near future).
Who do you use to deliver orders?
Who do you use to deliver orders?
All Overkill orders are delivered by NZ Post using a tracked overnight service.
Can I track my order?
Can I track my order?
Of course! We ship all orders using NZ Post and you can track your order from My Account or by following the link sent to your email address.
Products
Are your games new?
Are your games new?
All games sold by Overkill are 100% brand new from suppliers.
Are your games sealed?
Are your games sealed?
All games sold by Overkill are 100% brand new from suppliers. Whether a game is sealed or not depends on the distributor and whether the game needs a rating sticker applied. Any game that requires a rating sticker to be applied will have no seal - this is the same for all games retailers in NZ.
Are your games on physical discs or digital codes?
Are your games on physical discs or digital codes?
All games sold by Overkill are on physical discs or game cards unless otherwise stated on the product page.
What region are your games from?
What region are your games from?
We sell NZ games and a range of imports. The region of a game is typically indicated by the rating sticker on the product image on our website. We aim to ensure the cover shown on the site is the actual product you receive. So if it has the NZ rating sticker on the box shot, it's ANZ. If it's the UK cover being show, it's from the UK/Europe. We're happy for you to contact us to ask about any particular game if you are unsure.
Can you tell me when a game is back in stock?
Can you tell me when a game is back in stock?
Generally speaking, if a game is showing as sold out on our site we will have more stock on order. To receive an email when an item comes back in stock click on the "Notify When Back in Stock" button on the product page.
General Faqs
Do you price match?
Do you price match?
Yes. If you find the same product cheaper at another NZ retailer, submit a price match request using the "Found it cheaper?" form on our product page. Include a link to the other retailer's listing. We'll assess it and get back to you, usually within one business day.
All price matches are at Overkill's discretion. We look at every request individually and consider the following guidelines:
- NZ-based authorised retailer. We only match retailers authorised to sell the brand in New Zealand.
- In stock. Available to buy now, not on backorder or sold out.
- Identical product. Same model, edition, colour and condition.
- Total price, delivered. We take the other retailer's shipping cost into account, so we compare what you'd actually pay there.
- Publicly available price. We don't match prices that require a membership.
- Sales and clearance. We'll consider these, but whether we match is up to us.
- Pre-orders count. If the product is a pre-order, you're welcome to send a request.
How long does it take?
Requests are usually processed within a few hours during normal working hours (Monday to Friday, excluding public holidays). Requests sent in the evening, at the weekend or on a public holiday are handled the next working day. Either way, we'll email you: with your code, or with the reason we couldn't match it.
Do you sell gift cards?
Do you sell gift cards?
Yes, we offer digital gift cards in various denominations.
Where is Overkill based?
Where is Overkill based?
Our warehouse is located in Ruakākā just north of Auckland. We can ship overnight anywhere in NZ (1-2 days extra for rural delivery). We're also working on opening a retail store in Auckland soon. Check out Our Story for more info.