FAQ
Essential Replacements – Frequently Asked Questions (FAQ)
Orders & Payments
1. What currency are your prices in?
Our store’s base currency is New Zealand Dollars (NZD).
However, if you are shopping from outside New Zealand, you can select your preferred currency using the currency dropdown on our website (where available).
At checkout, your payment will be processed securely, and your bank or payment provider will finalize the conversion based on your selected currency and exchange rate at the time of purchase.
We aim to provide transparent pricing so you can shop with confidence from anywhere in the world.
2. What payment methods do you accept?
We accept secure payments through Shopify’s encrypted checkout, including:
• Major credit, debit cards & Paypal
• Shop Pay
• Apple Pay (where supported)
• Google Pay (where supported)
All transactions are processed using industry-standard encryption to protect your information.
3. Will I receive an order confirmation?
Yes. Once your order is successfully placed, you will receive a confirmation email with your order details.
If you do not see it, please check your spam or junk folder.
Shipping & Delivery
4. Do you offer free shipping?
Many of our products include free shipping. Shipping details are clearly displayed on each product page before purchase.
5. How long does delivery take?
Delivery times vary depending on your location:
• New Zealand & Australia: Typically 5-12 business days
• United States & Canada: Typically 7-15 business days
• Europe: Typically 7-18 business days
Please note that delivery times may vary due to customs processing or peak seasonal demand.
6. Do you provide tracking information?
Yes. Once your order is shipped, tracking details will be sent to your email so you can monitor your delivery status.
7. Do you ship internationally?
Yes. Essential Replacements proudly ships to customers in New Zealand, Australia, United States, Canada, and Europe.
If your country is not listed at checkout, please contact us for assistance.
Products, Specifications & Compatibility
8. How do I check if a product is compatible with my device?
We strongly recommend carefully reviewing the product description section on each product page before placing your order.
Every listing includes:
• Detailed compatibility information
• Supported device models
• Technical specifications (e.g., port type, wattage, voltage where applicable)
• Dimensions or sizing details
• Materials and design features
• Important usage notes
• Any relevant do’s and don’ts
Please ensure your exact device model matches what is listed.
If you are unsure about compatibility, contact us before purchasing at:
support@essentialreplacements.com
9. What if I can’t find compatibility information on the product page?
If you cannot find the information you need in the product description:
1. Double-check your device model number (often found in device settings).
2. Review the specifications section carefully.
3. If still unsure, contact us before placing your order.
We aim to provide clear and accurate information, but if something is unclear, we are here to assist.
10. Are all technical details and specifications listed?
Yes. We make every effort to include all relevant specifications and usage guidance directly within the product description.
We encourage customers to:
• Read the full product description
• Review compatibility details
• Check images for model references
• Confirm measurements or connector types
Purchasing without reviewing the product details may result in ordering an incompatible item.
If you need clarification, please contact us before checkout.
11. What are my responsibilities as a customer before purchasing?
To ensure a smooth experience, we ask customers to:
• Confirm their exact device model
• Review compatibility information
• Read usage instructions
• Verify specifications such as port type, charging speed, or size
This helps prevent ordering errors and delivery delays.
We are committed to transparency- and we encourage informed purchasing decisions.
12. What if I ordered the wrong item?
If an incorrect item was ordered due to a compatibility oversight, please contact us as soon as possible.
If the order has not yet been processed, we may be able to assist with changes. Once shipped, return eligibility will depend on our return policy conditions.
We strongly recommend confirming all compatibility details before completing your purchase.
13. Do you provide technical advice?
We provide general compatibility guidance based on product specifications.
However, customers are responsible for confirming that the product matches their device’s exact model and requirements. If you need clarification, we are happy to help before purchase.
14. Why do you emphasize checking the product description?
Because accuracy matters.
We invest time in carefully preparing product descriptions with compatibility lists, specifications, and usage instructions to help customers make informed decisions.
Reading the full product description ensures:
• Correct fit
• Proper functionality
• Reduced returns
• Faster resolution if support is needed
If something is unclear- ask us. We’re here to help.
15. What is the difference between MagSafe and Qi2 wireless charging?
MagSafe and Qi2 are both magnetic wireless charging standards, but there are some key differences:
- MagSafe is Apple's proprietary standard, delivering up to 15W on compatible iPhone models (iPhone 12 and later)
- Qi2 is an open industry standard based on MagSafe's magnetic alignment technology, also delivering up to 15W and compatible with a wider range of devices
- Both use magnets to align your device perfectly for efficient charging
- Standard Qi charging (non-magnetic) typically delivers up to 7.5W–10W
We stock both Qi2 and MagSafe-compatible chargers. Always check the product listing to confirm which standard is supported and whether it is compatible with your specific device model.
16. Can I use a wireless charger through my phone case?
In most cases, yes- however, compatibility depends on your case type:
- Slim silicone or plastic cases: Generally compatible with wireless charging
- Magnetic or MagSafe cases: Recommended for best alignment and charging speed
- Metal cases or cases with metal plates: Will block wireless charging
- Thick or wallet cases: May reduce charging efficiency or prevent charging entirely
We recommend pairing our wireless chargers with a case that is specifically rated as wireless charging compatible. If you are unsure, check the case product description or contact us before purchasing.
17. Which cable connector type do I need for my device?
The most common connector types are:
- USB-C: Used by most modern Android phones, tablets, laptops, and iPhone 15 and later models
- Lightning: Used by iPhone 14 and earlier, and older AirPods
- Micro-USB: Found on older Android devices and some accessories
We recommend checking your device's charging port before purchasing. Your device model number (found in Settings) will confirm the correct connector type. If you are unsure, feel free to contact us before placing your order.
18. What does "fast charging" mean, and will it work with my device?
Fast charging allows compatible devices to charge significantly faster than standard charging speeds. The wattage (W) determines how quickly a charger can deliver power:
- Standard charging: Typically 5W–10W
- Fast charging: Usually 18W–65W or higher
- Super fast charging: Some cables and adapters support up to 120W
To benefit from fast charging, both your device and the charger/cable must support the same fast charging standard. Using a high-wattage charger on a device that does not support it will simply charge at the device's standard speed- it will not cause damage, but you won't gain the speed benefit.
Always confirm your device's supported charging wattage before purchasing.
19. How do I know which phone case is right for my model?
Each of our phone cases is listed with specific compatible models. Before purchasing:
- Confirm your exact device model (e.g., Samsung Galaxy S25 Ultra, iPhone 17 Pro Max)
- Check the product's compatibility list carefully- cases are model-specific and are not interchangeable between different models, even within the same brand
- Review product images for cutout positions (camera, ports, buttons)
Purchasing a case without confirming your exact model may result in an incompatible fit. If you cannot find your model listed, contact us before ordering.
Returns & Refunds
20. What is your returns policy?
We offer a 30-day return window from the date of delivery. To be eligible for a return:
- The item must be in its original, unused condition
- Proof of purchase is required
- The return must be initiated within 30 days of receiving your order
Items that have been used, damaged due to misuse, or ordered incorrectly due to a failure to check compatibility may not be eligible for a full refund. Please review our full Refund Policy on our website for complete details.
To start a return, contact us at: support@essentialreplacements.com
21. What should I do if my item arrives damaged or faulty?
We are sorry to hear if this happens. Please contact us as soon as possible with the following:
- Your order number
- A clear description of the issue
- Photos of the damaged or faulty item
We will assess the issue promptly and arrange a replacement or refund where applicable. We ask that you report damaged or faulty items within 7 days of delivery so we can resolve it quickly on your behalf.
22. Can I return a product if I ordered the wrong size or model?
If you ordered an incompatible item due to selecting the wrong model or size, please contact us immediately. We strongly recommend:
- Checking your order confirmation email for the item details
- Contacting us as soon as possible if an error was made
If the order has not yet been dispatched, we will do our best to assist. If the item has already shipped, standard return conditions will apply. Please note that customers are responsible for confirming compatibility before purchasing, as outlined in our product listings.
Orders & Account
23. Can I track my order after it has been dispatched?
Yes. Once your order has been shipped, a tracking number will be sent to the email address used at checkout. You can use this number to monitor your delivery in real time through the relevant courier's tracking portal.
If you have not received tracking information within the expected dispatch timeframe, please check your spam or junk folder first, then contact us if you still cannot locate it.
24. I have not received my order within the expected delivery window- what should I do?
If your order has not arrived within the estimated delivery timeframe, we recommend:
- Checking your tracking link for the latest status update
- Allowing 1-3 additional business days, as customs or courier delays can occasionally occur
- Confirming your shipping address was entered correctly at checkout
If your tracking shows no movement or your order is significantly overdue, please contact us at support@essentialreplacements.com with your order number and we will investigate promptly.