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Missing or Incomplete Orders

Missing Packages

You don’t need to call Sherlock Holmes for this- missing packages usually find their way home within 2 days. If your order status shows delivered but if you haven’t received the package, follow these steps:

  1. Confirm your shipping address
  2. Check your mailbox or any other probable location in your home/apartment. You can ask the security personnel, if any.
  3. Check with your neighbours.
  4. Check for a notice for attempted delivery.

If the package hasn’t arrived even after 2 days, please undertake the following steps:

Contact the courier

  • Visit the website for NZ post or DHL and use the tracking number to locate your parcel or raise a complaint.
  • You can contact NZ post:
  1. Within NZ: 0800 501 501.
  2. Outside NZ: +64 9 977 0104.
  3. Mon - Fri 8 am - 6 pm
  • You can call DHL NZ on 0800 800 020 

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We want to apologise for the inconvenience caused and would do everything in our power to assist you and resolve the issue.

Incomplete orders

Some product is sent in multiple boxes. Depending on the item, various boxes may come at different times. Follow these procedures to determine whether or not your order requires additional boxes:

  1. Click on My Orders
  1. Select the "Track Your Package" option.
  1. Determine if a number indicates "Packages in Transit."

If your cargo contains numerous parcels, each package will have its own tracking number on the "Track Your Package" page. Check the delivery status of each shipment independently, as they may arrive separately.

We are pleased to assist you if you have received all packages but are still missing an item or component! Drop us an email or call us!