Customer Service & Support

CUSTOMER SERVICE

WE’LL BE THERE FOR YOU — WHEN AND HOW YOU NEED US.

From online support to our team of regional field technicians, we’re dedicated to resolving your issues with the most experienced support group in the industry.

LUMBERLOK and BOWMAC products are available from leading Builders Supply Merchants and Hardware outlets throughout New Zealand.

Please contact these companies for pricing and availability.

Services & Support

BUILDER PRODUCTS

We are happy to answer your questions and are dedicated to providing the highest level of customer service. To help us respond quickly with the right information, please include your name, company, phone number and the best time to reach you.

Site:

Auckland

Hours:

Mon – Fri, 8:00 am – 5:00 pm

Hours:

Mon – Fri, 6:30am-7:00pm (CDT)

Site:

Christchurch

Hours:

Mon – Fri, 8:00 am – 5:00 pm

Where to Buy Our Products (website form)

ENGINEERING SERVICES

With professional engineers, we are strategically positioned to provide expertise in reviewing designs of frame and truss manufacturers. We lead the industry in credibility, speed, accuracy and efficiency. 

Site:

Auckland

Hours:

Mon – Fri, 8:00 am – 5:00 pm

Hours:

Mon – Fri, 6:30am-7:00pm (CDT)

Site:

Christchurch

Hours:

Mon – Fri, 8:00 am – 5:00 pm

Contact Engineering Services (website form)

AUTOMATION SUPPORT

Resolving technical issues and software questions can immediately impact your ability to perform. When you have a question regarding our equipment or the software that runs it, you have the support of the Automation Division.

Site:

Auckland

Hours:

Mon – Fri, 8:00 am – 5:00 pm

Hours:

Mon – Fri, 6:30am-7:00pm (CDT)

Site:

Christchurch

Hours:

Mon – Fri, 8:00 am – 5:00 pm

View Automation Center

Contact Automation Support

SOFTWARE SUPPORT

For our customers we offer MiTek technical support. After logging in, you can access thousands of targeted software training videos, help pages and information about MiTek Technical Support.

Site:

Auckland

Hours:

Mon – Fri, 8:00 am – 5:00 pm

Hours:

Mon – Fri, 6:30am-7:00pm (CDT)

Site:

Christchurch

Hours:

Mon – Fri, 8:00 am – 5:00 pm

Contact Software Support (website form)

FREQUENTLY ASKED QUESTIONS

Q: WHERE CAN I PURCHASE LUMBERLOK AND BOWMAC PRODUCTS?

A: LUMBERLOK and BOWMAC products are available from leading Builders Supply Merchants and Hardware outlets throughout New Zealand.
Please contact these companies for pricing and availability.

Q: HOW CAN I REQUEST HARD COPIES OF YOUR INFORMATION?

A: Please send your request to brochures@miteknz.co.nz

Q: WHO DO I TALK TO IF I NEED ASSISTANCE IN DETERMINING THE CORRECT PRODUCT OR NEED TECHNICAL ADVICE? 

A: Contact our Design Engineering team by phone or email design@miteknz.co.nz

Q: WHAT IF MY PRODUCT NEED IS NOT SPECIFIED IN THE LUMBERLOK OR BOWMAC RANGE? 

A: Contact our Design Engineering team by phone or email design@miteknz.co.nz, and we will determine a solution for your needs.

Q: WHAT FINISHES ARE THE PRODUCTS AVAILABLE IN?

A: LUMBERLOK Timber Connectors are manufactured from zinc galvanised steel. Some items are also hot dip galvanised after manufacturing. Popular items also come in grade 304 stainless steel. BOWMAC Structural Brackets are supplied in either hot dip galvanised or grade 304 stainless steel. Please refer to the product page or information sheet for clarification. 

Q: DO YOU MANUFACTURE FROM GRADE 316 STAINLESS STEEL? 

A: LUMBERLOK Screw Ties are specifically manufactured in grade 316, otherwise all other LUMBERLOK and BOWMAC products are grade 304 in accordance to the acceptable grade as per NZS 3604:2011.

Q: DO THE NAILS AND/OR SCREWS (FASTENERS) NEED TO BE THE SAME COATING AS THE CONNECTOR/BRACKET (FIXING)?

A: Yes. In SHELTERED or EXPOSED environments, if using a stainless steel fixing, the fastener must be stainless steel also. Hot dip galvanised fixings must use hot dip galvanised fasteners. In CLOSED environments, electro galvanised or hot dip galvanised fasteners can be used with zinc galvanised fixings.

Q: WHY HAS THE STAINLESS STEEL PRODUCT DISCOLOURED?

A: Depending on specific weather exposure and salt spray environments, there may be evidence of ‘tea staining’ on the surface of stainless steel products. Tea staining is a visual issue only and DOES NOT affects the structural integrity of the product. To minimise this occurrence, it is suggested that a regular washing/maintenance cycle be implemented using warm water with a mild detergent and a cold fresh water rinse.
It is NOT advisable for any stainless steel products to be painted over as this may affect the natural anti-corrosive characteristics of stainless steel.

Q: ARE YOUR PRODUCTS MADE IN NEW ZEALAND?

A: We have been proudly manufacturing in Auckland for more than 50 years. Due to manufacturing capabilities not every item is produced in New Zealand however approximately 90% of our range is.

Q: DO YOU HAVE CODEMARK FOR ANY OF YOUR PRODUCTS?

A: We have achieved CodeMark for the range of LUMBERLOK Timber Connectors.

ALWAYS GIVE PEOPLE MORE THAN THEY EXPECT TO GET.
Tony Castledine
GM Building Supply Channel-Asia Pacific