Here are the FAQs regarding COVID-19. We will update this page regularly as new information flows in.
Are you still shipping?
Yes, we are shipping parcels as normal during alert Level 3 & Level 4. Our online store, dispatch & warehouse as well as our customer care services will remain open throughout.
Like other businesses tackling this issue, we have introduced every safety measure possible from regular cleaning, to limiting access to our warehouse to authorised personal only. Our customer care team are working from home and will be available to answer any questions you have and offer support to you should any issues arise.
We will always be upfront and transparent with you. If for any reason we are unable to ship or pack orders on any given day or for a prolonged period, we will make this very clear on every page of our website as well as here on our FAQ page.
Will couriers still deliver?
Yes, Courier & delivery services are classified as essential services during Level 3 & Level 4, so there will be no issues getting your parcels from our warehouse to your door. We receive regular updates from our carriers and we will post any new information here on the page as well under the shipping times heading below.
There are little to no delays for deliveries, but please be patient if there are. Couriers are working very hard for us all during this period and are trying their best to deliver as fast as possible. We will update this page with any known delays as new information arrives.
Our same day dispatch cutoff time has been moved back to 2pm to ensure our carriers can meet their overnight delivery targets to metro city addresses.
NZ Post are temporarily changing their delivery process to ensure our communities and their staff are safe. Your courier will knock on the door as usual and then step back two meters (or as far back as safe). They will wait for someone to come to the door and greet them as usual.
If a signature is required they will then ask for the recipient’s name (to record proof of delivery) and leave the parcel on the doorstep.
If no signature is required and no one comes to the door, the courier will follow the standard process which is to leave the item in a safe place.
Provided there’s a safe place to leave your parcel, we recommend you select the (No Signature) option at checkout. This will help your courier deliver the parcel the first time. The Courier will scan the parcel so there’s still an accurate proof of delivery. This means you won’t need to pick up your parcel from a local depot if no one is home to collect, helping limit physical contact.
Will you run out of stock?
The quick answer is no, our supply chains are healthy.
Hardware (Coils, Pods, Kits)
You may notice with some of our hardware items that these products are re-stocking slower than normal. We have stock already on the way & have been reassured by our suppliers that stock will continue to be replenished, just at a slower rate. Our buyers have planned for this and we will be increasing the amount of stock we hold to keep our key hardware products in stock longer over this period.
Our Caktus range is manufactured in New Zealand and there will be no issues keeping these products in stock. With the international brands we stock we are experiencing little to no delays on replenishment, we have orders on the way and our buyers have increased the amount of stock we hold.