I haven’t received my products?

First up, track your parcel on the Australia Post website (or the New Zealand Post website if you’re in New Zealand). You’ll find your tracking code in the shipping confirmation email or alternately, log in to PickPals and see the status of your order.

If things aren’t making sense in the tracking, we’re happy to help out. That said, due to restrictions with Australia Post, we can’t get any answers until the package is more than three days late if ship express or seven days late if standard shipping based on the shipping times.

That means if we were sending to Sydney via Regular Post, more than 9 days need to have passed before we can get answers about what’s going on. We know it’s not ideal, but we have to play by Australia Post’s rules, especially at busy times of the year like Christmas and Easter.

So if your package is more than three days late if ship express or more than seven days late if standard shipping, drop us a line and be sure to include your name, order number, tracking number, and contact information so we can find out what’s going on for you.

If you ordered a backorder product with other items the order will be processed as a single order, we may be waiting on the items to arrive.

Check the stock to see if the back ordered item is now in stock.