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 authorized 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 each carriers shipping times below.
DHL Express Shipping Times
DHL Express will continue to meet their strict delivery times as normal. Because DHL own their own planes they have full control over their network. We highly recommend you ship with DHL Express, to avoid any unexpected delays.
Our DHL Express same day dispatch cutoff has been moved to 11:45am AEDT, this is to ensure DHL can keep to their overnight delivery target to main centers in Australia.
Aus Post Shipping Times
You may notice longer than normal transit times with Aus Post as they use commercial airlines to move parcels between NZ & Australia and with the reduction in commercial flights, this has caused delays on getting parcels out of New Zealand to Australia.
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.