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My order has not shipped

There are a number of reasons why your order may not have shipped. Rest assured, we will endeavour to ship your order as quickly as possible.

Payment has not been received
If you’re paying by bank deposit it’s possible that we have not yet received your payment. Please double check that you included a reference as we are unable to reconcile payments without one.

Payments by bank deposit take 1–2 business days to appear in our bank account.

You've selected Pickup from Auckland Store as your shipping method
If you've selected Pickup, we are expecting you to collect your order from our Auckland store.

If you'd like to get your order delivered instead, please get in touch with us as delivery fees will apply.

There is a problem with your delivery address
If your delivery address is remote or your order is large and heavy, our dispatch team will be confirming your delivery with one of our delivery partners.

We will get in touch with you if any details need to be adjusted within 2 business days of placing your order.

An out of stock item is holding up the rest of your order
If your order contains out of stock items and in stock items, your order will not ship until everything in your order is in stock and available to ship. When you placed your order, we will have quoted you a date that your order was due to ship.

If you’ve changed your mind and would like to receive in stock items sooner, please get in touch with us as additional delivery fees may apply.