Track My OrderUpdated a day ago
Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking information.
Please allow up to 24 hours for your tracking to begin updating, as carriers may take a short time to scan parcels into their network.
My tracking hasn't updated
If your tracking hasn't updated for a few days, don't stress.
It's quite common for tracking to pause while your parcel is:
- Travelling between sorting facilities
- In transit between states or countries
- Being processed through customs
- Waiting to be transferred to a local delivery partner
Tracking will often update again once your parcel reaches its next processing facility.
My tracking says "Processing Facility"
This simply means your parcel is moving through the courier's network.
It's common for parcels to remain at the same processing facility for a short period before continuing their journey.
No action is required unless your tracking has shown no movement for several business days.
International Tracking & Customs
For international orders, tracking may temporarily pause while your parcel is:
- Clearing customs.
- Waiting to be handed to a local courier.
- Travelling between international processing facilities.
For customers in:
- New Zealand — parcels are handed to NZ Post for final delivery.
- United States — parcels are handed to USPS for final delivery.
You can continue using the same tracking number we provide in your shipping confirmation email throughout your parcel's journey.
My parcel says "Delivered" but I haven't received it
If your tracking shows your parcel as delivered but you can't locate it, we recommend:
- Checking around your property and any safe places.
- Asking other members of your household if they've accepted the delivery.
- Checking with neighbours or your building manager (where applicable).
- Lodging an enquiry directly with the courier using your tracking number, as they may be able to provide additional delivery information or GPS scan details.
If you're still unable to locate your parcel, please contact ourCustomer Care team. We'll be happy to assist and work with the courier to investigate further where required.
When should I contact Customer Care?
Please get in touch if:
- Your tracking hasn't updated for several business days.
- Your parcel appears to be delayed well beyond the estimated delivery timeframe.
- Your tracking shows "Delivered" but you haven't received your parcel.
- Your parcel appears to have been lost or damaged in transit.
Our team can investigate with the relevant courier and keep you updated throughout the process.
A couple of important things to note
- Delivery timeframes are estimates and may vary due to weather events, customs processing or courier network delays.
- Tracking updates are controlled by the shipping carrier and may not update continuously throughout transit.