Frequently Asked Questions

Webshop Questions

Managing your account

I've forgotten my password or username, what do I do?

On the log in page click ‘forgotten password’. Enter your email address, and we will send you your username and a link to change your password. Please note the link to change your password lasts 30 minutes, if you have not changed your password during this time, you will need to resubmit the request.

Can I obtain a copy of my invoice/receipt?

Once logged in, you can click on the 'invoice history' link under “My Account”. A list of your invoices will be displayed.

How do I change my contact details?

Once logged in, you can click on my account link under “My Account” then click on update personal details. You will be asked to enter your password to confirm changes.

Orders

How do I amend an order once I’ve submitted it?

Once you have clicked on ‘submit order’, your order is sent to your nominated branch for processing. As such, you cannot then amend or cancel the order online. Please contact the branch that you placed the order on for any changes. Branch details can be found by clicking on branch locator at the top left of the Webshop.

I already have a Trade Account – can I use this account online?

Yes. Your trade terms are already set up online. When you register online for the first time, simply enter your existing account number and postcode. You can register here.

I want to place an order directly with a branch – is it possible to phone it through?

Yes, simply call any of our branches. Use our branch locator to find your local branch here.

How will I be updated on the progress of my order?

You will receive an email acknowledgement of your order when it is placed. Please note that your order may arrive as one or more consignments.

Why haven’t I received an email confirmation of my order?

All orders are followed by an email confirmation almost immediately. If you do not receive confirmation within 2 hours of placing your order, please contact us on 0800 733 385 or via our contact us page. Alternatively, use the Live Chat feature on our webshop.

Collections / Deliveries

How does Click & Collect work?

Items which are stocked in our branches can be ordered for branch collection within two business hours.

Returns

How do I return an item?

Hopefully you won't need to return an item, however, if you do, we aim to make the process as simple as possible. When a product is not what you expected or faulty, please return the items to your local branch, and the team instore will help you.

Advice

Where can I go for technical support or product advice?

Please contact any of our branches. To find a branch close to you, please use our branch locator. Alternatively, use the Live Chat on our home page.

SDOC's

What is an SDoC?

An SDoC is a declaration by an appli­ance or fitting supplier that a product or range of products conforms with the relevant joint or international standard cited in Schedule 4 of the Electricity (Safety) Regulations 20101 or AS/NZS 3820 (generic safety standard), or the Conformity Cooperation Agreement with the People’s Republic of China.

Why are SDoCs important to me?

The electrical safety of fittings has to be certified on a certificate of compliance (CoC) for an installation: This makes electricians liable for fitting safety. Citing SDoCs on a CoC (especially for fittings you are unfamiliar with) shifts the primary liability for the fittings back to the supplier.

Why is there no reference to SDoCs on the CoC and no tick box for attaching them?

They are not mandatory for use with certification but very useful for it. Ask your CoC supplier to modify the form to signify an attachment for SDoCs.

Is an SDoC mandatory for all electrical appliances and fittings?

No, only for declared medium risk articles.

How do I know which products require an SDoC? 

Check the list published on the Energy Safety website (www.energysafety.govt.nz) under ‘Appliances and Fittings (2010)’. Click on (old SDoC) in highlighted orange text and the list will appear.

Can a product requiring an SDoC be sold without one?

No, nor can it be offered for sale.

If a supplier offers product through links to an overseas website for which the supplier is the New Zealand agent, does the supplier have to make SDoCs available for those products he is offering for sale?

Yes. Where there is doubt the courts will decide what is or isn’t an offer for sale. However, in Europe, all products are covered by a supplier declaration so it should be reasonably easy for a New Zealand importer to incorporate existing compliance information into an SDoC.

Who has to complete an SDoC?

The supplier of the product (being the New Zealand manufacturer or importer).

Does a supplier have to provide a copy of an SDoC?

Yes, if the product is a declared medium risk article, a supplier commits a grade A offence if an SDoC and test report cannot be provided to a purchaser on request within 10 working days.

Can an SDoC be completed for products not on the list?

Yes, if the supplier wants to.

Does the supplier have to provide a copy?

No, but if they were voluntarily completing an SD0C for an unlisted product they would be doing so to increase confidence in the products safety and would want to have a copy available to you. Some test reports are as thick as a phonebook.

Do I have to download and read them?

No, just satisfy yourself the product is safe to install. The test certificate with the report confirms its compliance. Do SDoCs made before April 1 have to be redone under the new rules? No. they remain valid.

Is this a new requirement?

No, but before April 1 suppliers simply had to declare that their products were safe. Now SDoCs have to have a test report that certifies product compliance with a cited standard.

Do wholesalers have to complete SDoCs for declared medium risk articles?

No, only the New Zealand manufacturer or importer has to.

Will ldeal help make SDoCs available?

Yes, we will ensure that all declared medium risk electrical appliances and fittings we sell are covered by readily available SDoCs. We are creating an on-line service for suppliers to make their SDoCs also available via the Ideal website.

Do electrical contractors have to supply SDoCs to customers?

No, but all on-sellers have to be able to provide a copy within 10 working days of being asked to do so by a customer. It is an offence not to.

How do I know that I can rely on these answers?

The Principal Technical Advisor to the Ministry of Economic Development has advised that these answers are not in contravention to the regulations.

Where do I go to read the law on this?

Start with regulation 83 of the Electricity (Safety) Regulations 2010 on the Energy Safety website.

Plugged IN

Will my Plugged IN Points expire?

All good things come to an end, eventually. You’ll have two whole years to redeem your Plugged IN Points for rewards.

How can I check my Plugged IN points balance?

You can log in to your Plugged IN account at any time to check your up-to-date balance.

What if I forget my login details?

Go to the Plugged IN login page and when you enter your user name you’ll see a ‘Forgotten your password’ link. That’s the one you want to click on to reset your password.

How do I earn Plugged In Points and how much will I earn?

If you spend a minimum of $15,000 in a calendar year with Ideal Electrical you will be eligible to be part of Plugged IN. Once invited you will earn Plugged IN Points.

Can bonus top ups of Plugged In points be achieved?

Yes we will feature product on promotion with bonus Plugged In Points

Will I be advised if I am moving tiers before it happens?

Yes. You will be advised several months out if you are looking like dropping a tier, so you have time to do something about it and you will be notified if you are moving up a tier.