4.Issues with my delivery

1. My order not yet shipped?

There are few reasons on why your order still not have been shipped:

Payment not received

If you are paying by bank deposit/internet banking it is possible that we have not yet received your payment. It generally takes 1-2 business days for a bank deposit to reflect in our system, and please double check that you have included your order number as payment reference so that we could correctly reconcile your order to prevent further delays.

There is problem with your delivery address

If your delivery address is rural or sometimes out of town, we would normally get in touch within 2 business days for confirmation before we could process your order.

Your purchase contains pre-order/made to order item(s)

Typically, pre-orders or made-to orders are not available until shipment are in transit to our warehouse and we have an estimated delivery window (turnaround time) that displayed on each product page. Please check it out carefully before purchasing.

If your order contains both in-stock items and pre-order items, we will hold your order until all items you ordered are available. If you would like a stocked item sooner, we advise you place a separate order.

Please note:Estimate date of dispatch are subject to changes. As a result, we cannot liable for any changes to dispatch date or pre-order windows advertised.

You’ve selected Pickup from Auckland Store as your shipping method

If you’ve selected Pickup, we are expecting you to collect your order from our pickup centre.

If you would like to get your order delivered, please get in touch with us. Delivery fees applies.

We are processing your order

The general processing time for a complete order will be 1-2 working days.

Please kindly allow an extra day after a huge sale or peak seasons such as Easter, Christmas etc.

Further information required

It’s possible that we may have contacted you for information or are trying to confirm something prior to dispatch. Please check you spam or junk folders to ensure you haven’t missed any important emails.

If you cannot find the reason your order is being held up from above, or are still concerned about the status of your order, please do not hesitate to contact us, we would be more than happy to help.

• Part of my order arrived/My order arrived missing cartons?

  It’s possible that the rest of cartons are still in transit with carrier, so please always double check your tracking notification to see how many tracking numbers were provided and are they all with the same carrier.

  After checking your tracking information and if you believe that there are carton(s) missing, please contact us within 24 hours of delivery and we will look into it for you and advice the rest.

  To make this easier and quicker, please ensure:

  1. You retain the original packaging
  2. Your accurately advice the carton you are missing

  Tint: How to tell a product contains more than one carton

  On the packaging of an item present by us, will have a barcode following with 4 or 5 digits which indicate a product code. If in instance the code is like 21888-1/3 or 21888-1T3, meaning there are total of 3 cartons for this item and you are now looking at carton number 1.

• My order arrived damaged?

  If an item you have ordered has arrived damaged, please lodge a Warranty Claim online as soon as possible. We will advice you on how best to proceed once the damage has been confirmed and assessed. Once we have confirmed the damage or fault, we will endeavour to repair, replace, or refund item where possible.

  For fast processing your request, please ensure:

  1. You retain the original packaging if possible
  2. You accurately describe the damage
  3. You attach clear photo of the damage
• My order has shipped but wasn’t delivered?

  If your order has shipped but has not been delivered, please first track your order status, the tracking number has been emailed to you. If you are a registered customer from us, this information can also be found at "My Order"

  If the tracking for your order indicates that it has been delivered but you are unable to find it, you can contact the carrier directly or alternatively, contact us and we will lodge a investigation with the carrier on your behalf.

  Please note, the standard delivery service provided is non-signature required, if you are concerned about your item being left unattended, we recommend you contact us to arrange “signature required” service and additional charge applies. Regrettably, neither Treasurebox nor our carriers are able to refund or replace items that have been stolen, damage, or lost after being successfully delivered to your property.