Missing Orders

On occasion we will ship from multiple warehouses which will result in multiple deliveries.

SPLIT DELIVERY
If you've ordered more than one item, logistical reasons or stock availability may require it to be dispatched from different warehouses.

If your order has been split into multiple deliveries, you will receive a separate tracking email for each parcel.

AUSTRALIAN WAREHOUSE DISPATCH
As a last resort, where any items on your order are no longer available in New Zealand, we will dispatch from our Australian warehouse to avoid any disappointment. Please be assured this service is offered with no additional shipping charges, and orders are typically delivered within 10 business days.

Items being dispatched from Australia are identifiable by a tracking number commencing "ACG", and can be tracked on the Omni Parcel website.

Once your order is in the local NZ network, you will receive regular tracking updates.

There are many reasons why this could be the case, we would recommend checking your courier tracking link.

COLLECTION FROM POST OFFICE
Where Authority to Leave (ATL) was not selected, or, if ATL was selected but a safe place to leave the order could not be identified, the order will typically be taken to a Post Office nearby. 

To confirm that has occurred, you can review your order tracking link for recent updates.

LEFT IN A SAFE PLACE
Where Authority to Leave (ATL) is given, the courier will not require a signature for delivery, and will leave the order in a safe place. 

If you maintained the ATL selection at check out, we recommend carefully checking your property for the order.

If your order is undeliverable, you will be refunded via your original payment method.

It is important that orders are delivered with care and arrive in good condition, where that is not possible the order will be returned to us, and a refund is issued.

A parcel could be returned to us in instances such as:

DELIVERY ADDRESS
Where a delivery address is incomplete, the address is unlocatable, or there is an external factor preventing delivery.

REQUIRED SIGNATURE
Where Authority to Leave was not selected at cart, and a signatory was not available at the time of delivery.

SAFE PLACE TO LEAVE
Where Authority to Leave has been selected, but a safe place to leave the parcel could not be identified.

PARCEL CONDITION
Where the parcel has become damaged during transit.