FAQs

Q: Where are you located?
A: We are a home business located in Auckland city New Zealand and We stock some products and packing some parcels at our garage.

Q: What is the best way to contact you?
A: If you are unable to find the answers to your questions below, please email us via contact form and we will reply within 1 working day.

Q: Where is my order sending from?
A: It depends where the products are stocked. Some products are stocked in New Zealand and others are in Hong Kong. Item location is stated in product detail page. If a order containing items in different locations, we will split the order and send those products separately and the buyer will be updated with two or more tracking numbers.

Q: How long is the order handling time?
A: Order handling time could be up to 2 working days ( except for weekends & public holidays) once payment is cleared. Please leave a note or email us if you need the item urgently so that we can handle your order ASAP.

Q: Which courier/shipping service do you use?
A: For Australia orders sending from New Zealand - We use Toll Priority Courier or occasionally New Zealand Post. For orders shipped from Hong Kong, UBI Smart Parcel will be the carrier and parcels will be delivered by Australia Post once landing in AU.

Q: What is the delivery time for orders to Australia?
A: It depends where the item is shipped from as stated in the product page.

For products dispatched from New Zealand, it takes usually 10-12 working days to most metro address in Australia, and extra days to a rural address.

For items shipped from Hong Kong usually take around 10 working days to arrive. It will be delivered by Australia Post once landing in AU.

Q: Can you send an order to a PO box?
A: Yes, we can delivery to PO box.

Q: What types of payment do you accept?
A: We accept credit cards including Visa card, Master card, and American Express. 

Q: Can I pay by Internet banking or bank transfer into your bank account?
A: Sorry, no at the moment.

Q: How safe are credit card payments over the internet?
A: Very safe. We accept credit card via Stripe, which are fully Audited and Accredited Payment Provider. We don't actually store your card at all - the transaction itself is done on their server.

Q: When do credit card payments get processed?
A: As soon as you submit your order online.

Q: What if the items arrive in a damaged condition or an incorrect item is received?
A: Please email us immediately with a picture of the damaged or incorrect product. If the product is damaged in transit we will arrange a replacement. If you receive wrong products than what you ordered, we will reimburse the postage for you to return the goods sent in error and we will post you out a replacement. For more details, please read our Return & Refund Policy.

Q: Who pays the shipping cost of returning a product?
A: If you received the wrong product and it was an error we made we will reimburse you for the shipping cost of returning it. If however, you wish to return an item for a refund, you must pay the shipping cost.