What you need to know – service and support during COVID-19
Check out our FAQ’s below.
Updated 16 June 2020
Who are you accepting orders from currently?
At this stage we are only able to deliver orders to customers within New Zealand and Australia.
I live outside New Zealand; can I order from your site?
At this time, we are only accepting orders for New Zealand and Australia delivery.
Is it safe to receive packages?
The World Health Organisation has advised that the likelihood of an infected person contaminating commercial goods is low, and the risk of catching COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low. We have strict sanitisation measures in place to support safe packing and dispatch.
You can find more information on the World Health Organisation's website
Your parcel will be sent contact-free by our trusted delivery partner, NZ post. They will leave the parcel on your doorstep allowing physical distancing, with no signature required.
What steps are you taking to keep staff and customers safe?
Our business is committed to comply with government regulations to help stop the spread of COVID-19.
We are confident the measures we have in place will keep both our staff and our dedicated delivery people safe.
Why are some products unavailable? When will my products be back in stock?
Due to high demand, some products will be out of stock. We are working as hard as we can to get these products back available to you.
How long will my order take to arrive?
Within New Zealand, you order should take 3-4 business days to the North Island, and 1-2 business days to South Island. Orders to Australia should take 3-10 business days via Interntational Air service, however please allow some extra time for your parcel to arrie due to delivery delays in the Australia Post network.
Where is my dispatched parcel?
You can track your order online with NZ Post using the tracking number we have sent you on your order’s dispatch notification email. Or, log in and view ‘My Orders’. If you have any issues with tracking your order, please contact us.
Can I return a product at this time?
If there's a problem with a product you bought from us, as always please get in touch and we'll sort it for you. Check out our Returns information on how to do this.
Need more help?
Our team is available to help. They’re working from home and contactable by email firstname.lastname@example.org. Please just allow us a little extra time for us to respond.
Monday to Friday 8.30am-5.00pm.