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My order has not shipped

There are a number of reasons why your order may not have shipped:

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 your order number as a reference as we are unable to reconcile payments without this.

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 would like to receive in stock items sooner, please get in touch with us as additional delivery fees may apply.

Your order is being processed
We begin processing your order as soon as your purchase is complete and paid in full. Your order is processed within 48 hours and then picked up by the delivery company.

If your order is placed before 11am, it will be processed and picked up by the delivery company by the end of that day. If your order is placed after 11am, it will be processed and picked up by the delivery company the following day. For orders containing items over 30kg, please allow one extra day for your order to be processed and picked up.

When your order is ready to be picked up by the delivery company, you will receive an email with a tracking number which you can use to track the delivery status of your order.