FAQ
Q: Do you ship to the United States?
A: Unfortunately, Due to the recent tariffs imposed by the United States, we are currently only able to ship within New Zealand. We appreciate your understanding and continued support.
Q: Do you offer international shipping outside of New Zealand?
At the moment we are only shipping within New Zealand. We are however working on adding international shipping to our website in the near future. This however will still exclude the United States.
A: You may cancel your order prior to it being processed/shipped.
**This must be done before the end of current business day (4pm). If orders are placed after this time. You have until the next scheduled business day/morning (9am) to cancel.
**In some cases, the order may be completed/processed the same day or before the end of that current business day. At which point, unfortunately the order may not be canceled. You then will have to follow the return policy.
We appreciate your understanding and cooperation to help us ensure a smooth delivery process!
A: It’s okay accidents happen. If an incorrect shipping option is chosen, there may be additional charges required to cover the correct shipping costs. In such cases, you will receive a separate payment request through the same service you used for your purchase — either Square, Stripe, or PayPal, etc.— depending on your selected payment method. -Don’t worry, will contact you and let you know of the needed payment/adjustment prior to the request being sent.
-You will have the option to complete this additional payment to ensure your order is shipped correctly to the address you have provided. Instructions with what to do will be provided in the notification you receive.
-Alternatively, if you prefer, you may cancel and redo your order, before the end of the current business day. To cancel and reorder, please contact our customer support team at [your email address] with your order details.
Q: How will I know if I selected the wrong shipping method?
A: Simple. Our couriers will inform us if the selected location matches with the address provided. If it does not, we will contact you regarding your recent order and notify you that the shipping method you have chosen is incorrect. We will contact you by the email you have provided with your customer profile before any additional charge/or refund is needed to resolve this issue.
For example: If you have chosen the standard shipping method when you live in a rural location. We will contact you so we can adjust your overall total for your purchase.
*Please be aware- We may need hold your (items/order) until the issue is resolved. This may cause a delay on the arrival of your order.
Q: What is your return and refund policy?
A: If you would like to cancel your order, you must do so before it has been shipped. If done so before the order is shipped. You will then be issued a full refund. Please allow 1-3 business days for any financial institutions to reinstate your transaction.
-Once an order has been shipped, we are unable to cancel it or issue a refund until the products have been returned to us.
-If you wish to return an item for a refund after it has been shipped, please note the following requirements:
- You must send/provide a photo of the defected/damage product.
- Products must be returned in their original packaging.
- Items must be unopened, unused, and not tampered with in any way.
- The condition of the returned products will be inspected upon arrival.
- Once we verify that the items meet these conditions, we will issue a refund for the product cost (excluding original shipping charges).
*Return shipping costs are the responsibility of the customer unless the return is due to an error on our part.
-Please contact our customer support team at [your email address] to initiate a return or cancellation request. We will provide you with further instructions and the return address. If the request is accepted before orders are processed or shipped.
***Processing fees for debit/credit cards are excluded from the total refund amount.
Q: What do I do if my order/items arrived damaged?
A: If your items arrived damaged upon arrival. Please take the following steps:
- Please provide/send us a photo of the defected/damage product.
- Products must be returned in their original packaging.
- Items must be unopened, unused, and not tampered with in any way.
-In some cases, any damage to the products upon arrival may have happened with the courier/delivery service.
-In this scenario: There may be an allotted wait time of up to 48 hours, before any action is taken place in regards to refunding/partial refund for any damaged products; while we file the claim with the courier/delivery service.
-If we find that (you) the customer have altered the products original packaging/opened or have damaged/tampered with the product in order to try and force a refund. A refund will ABSOLUTELY NOT be issued.
In order to receive ANY refund. The product (regardless of its existing condition.) must be returned to us before we issue a refund.
*Please note. We thoroughly inspect the quality and conditions of our products before we ship out any orders. If by chance, it is a fault of ours. We will issue a full refund including the shipping costs.
Thank you for your understanding and for supporting our business!