Processing your Orders
We work together with a Third-Party Logistics (3PL) provider called Carroll’s Logistics for all
our warehousing and distribution of your orders located in Albany, Auckland, NZ.
This state of-the-art facility utilises the latest technology and processes to deliver your orders as needed.
To help ensure we exceed your expectations we have included some important framework for
the processing of your orders. We absolutely understand this may bring some challenges
however for us to be able to deliver the levels of service to all our customers it is critical we
have clear framework in place for us all to follow.
If we make a mistake, we fix it at no cost to you.
Changing Your Order
Due to our technology and processes we are unable to change your order once placed.
Please check carefully before sending your order through to us. If you would like to add to
your order, we will need to create a separate new order where standard Freight & Handling
charges will apply.
Cancelling Your Order
If we have already released your order to our 3PL provider there will be a re-stocking fee of
$25.00. This is because the order has already been processed and most likely started to be
picked. It is extremely time consuming and disruptive to our warehouse and means they need
to put the goods back to stock.
If you have ordered the incorrect product for whatever reason you are able to return it at your
cost as well as a $25.00 + GST re-stocking fee. Goods must be returned in a re-saleable
condition. Please do not return any products without a copy of our Credit Return Form. Please
contact us for approval and to organise the return.
We have multiple locations which we may direct your returns to so please ensure you contact
us and we will provide you with the approved Credit Return Form with all the instructions you
need in order for a credit to be applied.
Credits are not completed until goods are returned and checked to ensure they meet all