My order was returned to sender
If your order has a tracking notification marked 'RTS' or 'Returned to Sender, ' this indicates a failed attempted delivery or the courier was unable to locate your address to make a successful delivery. Below you will find reasons for parcels that are returned to the sender and how to remedy this.
Incorrect Address
Our shipping system is automated, we print the exact shipping address you provide to us at checkout. If you have incorrectly entered your shipping address, spelled it incorrectly, or failed to include a flat/apt/unit/house number at checkout; then you will have the option to have the parcel re-shipped to a new/updated address at the cost of your original shipping fee. For orders that were shipped free you will be charged a flat shipping fee of $10 to outside NZ and $4 to New Zealand addresses.
Alternatively, you can choose to have your total order value minus the shipping fee refunded back to your original payment method. We will process your refund once your parcel has arrived back at our warehouse. For orders that were shipped free, you will be refunded your order total minus a flat fee of $10 to outside NZ and $4 to New Zealand addresses.
Please reach out to our support team by filling out the contact form.
Courier could not locate your address
If your local courier driver was unable to locate your address and the failed attempted delivery is at the fault of the courier company, your order will be re-shipped to you immediately following a confirmation from the courier company that the parcel has been returned to our warehouse.
Please reach out to our support team by filling out the contact form.