FAQ

HOW QUICKLY CAN YOU ANSWER MY QUESTION?

We answer messages and emails in the order they are received. We mostly reply within 24 hours.

DO YOU SHIP TO AUSTRALIA, THE UK, THE USA AND NEW ZEALAND?

Yes. We ship free to Australia, the United Kingdom, the United States and New Zealand, and to most other countries. Prices are shown in your local currency.

HOW LONG DOES DELIVERY TAKE?

Orders are processed within 1–3 business days. For most orders, please allow 6–12 days for delivery. You will receive an email with tracking once your order ships.

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

Orders are packed quickly, so it is not always possible to change an address. If you notice an error, email us straight away with your name and order number and we will do everything we can before the parcel departs.

WILL MY ORDER COME IN ONE PACKAGE?

Depending on the size of your order you may receive separate packages that arrive a few days apart.

OUT OF STOCK / BACKORDERED ITEMS

If an item is out of stock we will email you with the expected ship date. If it is not expected to be restocked within 2 weeks, we will automatically refund you for that item.

HOW CAN I TRACK MY ORDER?

Use the Track My Order link on the home page or in the main menu and enter your tracking number. International tracking can take a few days to update.

THE TRACKING SAYS DELIVERED BUT I HAVE NOT RECEIVED MY ORDER

Please check with neighbours and your local post office first, then contact us with your order number and we will help.

DO I HAVE TO PAY DUTIES OR TAXES?

Any GST, VAT or sales tax that applies is shown at checkout. Some countries may charge import duties on arrival; where these apply they are payable by the recipient unless shown at checkout.

I RECEIVED A DAMAGED OR INCORRECT ITEM, WHAT DO I DO?

We apologise if your order did not arrive in perfect condition. Contact us within 30 days of delivery with your name, order number and a photo, and we will make it right. See our Return/Refund Policy.

HOW DO I CONTACT YOU?

Use the Contact Us page or email orders@thinkonce.co.nz.