We know that your orders are important to us and because of the COVID-19 we are experiencing delays. Please see our FAQs below for common questions related to your online orders. If you need further assistance, please give us a call or email us and we will get back to you as soon as possible.
1. Is the online store still open?
Yes, we are still open and will process orders as usual.
2. I cannot access the NZ website.
Our NZ website is currently down for updates. All customers will be redirected automatically to our AU website to place orders.
3. I have not received my parcel and I ordered it last night.
While we do know that we do offer overnight shipping, please note that this is targeted and not guaranteed. All orders will be shipped as soon as possible but please expect delays due to the increased volume of orders we are receiving caused by COVID-19.
4. Where is my order being shipped from?
All orders are being shipped locally from NZ. Regardless if you are ordering from our AU or NZ website, we are shipping from NZ.
5. Will I be charged Australian Dollars?
We have changed the currency to New Zealand Dollars to accommodate all orders.
6. I want to make changes to my order.
While generally we are able to, due to the large number of orders being processed; We may not be able to make changes to your order. Please ensure that before ordering, your address and details are correct.
Please give us a call on 0800 746 742 or send us an email on firstname.lastname@example.org. It is important to include your order number and provide as many details as you can for faster handling of your enquiries. We are open from 9am - 5pm, Monday to Friday.
8. Where can I get my tracking number?
You will receive an automated email with your tracking information once your parcel has been dispatched. Please ensure to check your spam and junk folder.
9. My order says completed but it has not arrived?
The completed status means that we have finished packing your order. It is currently awaiting shipment.
10. My parcel shows it has been delivered but I have not received it.
Please ensure to check around the property to ensure that Courier Post has not left it somewhere out of sight. If you are not able to find it, please call Courier Post on 0800 268 743 with your tracking number.
11. I am having an issue with my product, what do I do?
Due to new policies to help prevent the spread of COVID-19. We are unable to accept any faulty products at this time. Please keep in mind that your warranty will be extended.
E.g. If we are not accepting returns for 4 weeks, your warranty will be extended for 4 weeks.
Please keep your device and proof of purchase in the meantime. Once we are accepting any issues, we will let you know. We do apologize for any inconvenience and thank you for your understanding.
12. Which stores are still open?
Please visit our Facebook page for the list of stores that will be affected. However, starting from Thursday 26th March, all stores will be closed.