Dispatch and transit
Orders are packed within one to two working days. The transit times below start from dispatch, not from checkout, and exclude weekends and public holidays.
| Where | Transit after dispatch | Delivery cost |
|---|---|---|
| New Zealand — urban | 2–5 working days | Free on the current promotion |
| New Zealand — rural delivery | 4–8 working days | Free on the current promotion |
| Australia | 6–12 working days | Shown at checkout |
| United Kingdom, EU, United States | 9–18 working days | Shown at checkout |
| Elsewhere | 12–25 working days | Shown at checkout |
Following the parcel
Tracking is emailed when the courier scans the label. There is often a quiet period of up to 48 hours before the number starts moving; that is the courier’s scanning cycle, not a lost parcel. If nothing has changed after five working days, send us the order number and we will open a trace.
Couriers we use
Domestic parcels travel with NZ Post or a local courier depending on the address. Overseas parcels are handed to an international carrier and then to the destination country’s postal service for final delivery.
When things do not go to plan
- Marked delivered, nothing there
- Check with the household and the immediate neighbours first — most are found within a day. If not, email us within seven days of the delivery scan and we will trace it. If the trace fails, we send a replacement at our cost.
- Arrived damaged
- Photograph the carton and the contents before throwing anything away, and send the photos within seven days. We replace transit-damaged orders.
- Wrong address entered
- We can change it only before the label prints. After that the parcel has to complete its journey and come back as a return.
- Nobody home
- The courier follows its own card-and-redelivery process. After the final attempt the parcel returns to us and we refund it, less the outbound freight we actually paid.
Duty and tax outside New Zealand
For deliveries outside New Zealand, any customs duty, VAT, GST or handling charge is set by the destination country and is payable by the recipient. We cannot pre-pay it or declare a parcel as a gift.