Shipping Details

There are currently delays and will continue to be delays to each and every order due to this virus and the associated lockdowns both here in New Zealand and Australia. We have staff working 7 days a week to keep up with demand.

 

Do you ship to Australia and how much does it cost?

Orders destined for Australia leave every business day, they are collected from our warehouse in the North Island of New Zealand and make it to the distribution centres before close of business.

We recommend all orders leave with DHL, to show how much we believe that DHL is the superior shipping method, we have partially subsidised this service to make it more affordable. The customs process is faster, the shipping is faster, the packages are fully insured and is all round more reliable. DHL also receives the highest priority whilst packing the orders.

Orders under $50

NZ Post ( 3 to 10 Business Days) - $10.00

DHL Shipping ( 1 to 4 Business Days) - $18.00

Orders over $50

NZ Post ( 3 to 10 Business Days) - FREE

DHL Shipping ( 1 to 4 Business Days) - $18.00

Orders over $150

DHL Shipping ( 1 to 4 Business Days) – FREE

Please note that these times are for metro and are only an estimate. Around busy periods and for regional and rural deliveries, add 1-3 days.

 

Due to COVID-19, this is only an estimate, if your order is estimated outside of this window or is delivered within 3 business days after any of these estimates, we cannot control this. Their staff are putting themselves on the line every day, if there is an unexpected delay on their behalf, this is within the terms you are agreeing to by purchasing from us.

 

When is cut-off for same day departure?

Please note that currently due to COVID-19 and Australian nicotine import being questioned (no reason to panic, it might not even pass and will take many months or years to come in to affect even IF it does), "panic buying" has caused us to be running at a much higher capacity. Stock has been run down across the industry due to low supply and high demand. We cannot promise packages will leave as quickly as they have in the past, please account for this if you are low on e-liquids. Shipping times may also be higher than normal with people away from work and greater load on all postal systems, we can not control this. There is no reason to panic buy or "stock up" at this current time. Below is our normal paragraph which currently does not apply.

We prepare most shipments for collection within one business day. If ordered before 1pm (unless otherwise posted in a blog post around public holidays and other delays) New Zealand time (Click here for the current time!) most orders will leave the same business day. This packaging time isn’t included in the selected shipping times. Please note that public holidays and Mondays, cut off time might in some circumstances be earlier in the day.

 

When will my order leave?

Due to COVID-19 our collection courier has a higher work load, he does not visit as often so please allow 1-2 business days for departure, this is not and does not include the estimated shipping times.

Wick & Wire Co New Zealand aims to ship all order within 1 business day of receival. This time is not included in the shipping companies estimated shipping time.

 

How do I track my order?

We send you a tracking link via email after your order has been dispatched however, if this doesn’t work, you can use  https://www.nzpost.co.nz/tools/tracking for NZpost orders and https://www.logistics.dhl/nz-en/home/tracking.html for DHL order

 

How do I redirect my order?

If your order hasn’t been processed by us, send us an email as soon as possible with your tracking number and your new address. If your order has left, there is nothing we can do, you will need to redirect it online or contact DHL on 13 14 06 or Australia Post on 13 76 78

 

What do my tracking scans mean?

NZPost International

Ready to send

The paperwork for the shipment has been completed

Picked up

The shipment has been picked up by the NZPost courier from our warehouse in the North Island

 Shipping information received

The paperwork has been sent to Australia Post and Australian Customs and has yet to be approved for entry

 Processed at outbound depot

 The package has been through another sorting facility, due to how close we are to the airport, this is likely the last scan before international departure

Departure from New Zealand

No longer on New Zealand soil, this means that it has left the country but hasn't been checked by customs in Australia yet

Shipping information approved

The paperwork has been checked by both Australia Post and New Zealand Post and has been approved for entry in to Australia

Out for delivery

Your local courier has it onboard and will be delivered today

 Attempted delivery

Your local courier has attempted at least once, check for a card in your mailbox or around the door. If you can't find it, call AusPost on 13 76 78

 Returning to sender

 Oh no, this isn't a great one to see. The package might have been damaged in shipping, the address might have been wrong or the package was rejected at the delivery point

 Delivery Complete

 The best one! The package is at your specified delivery address

 

DHL International

Shipment picked up

The shipment has been picked up by the DHL courier from our warehouse in the North Island

 Processed at *location*

 The shipment has been sorted within a DHL facility

Departed Facility in *location*

The shipment has left the DHL sorting facility

 Customs status updated

 The shipment has had a change in customs status, generally this means it has cleared successfully. If it hasn't they will contact both the sender and receiver

 Arrived at Sort Facility *location*

 The shipment has been arrived within a DHL facility

 Clearance processing complete at *location*

 The shipment has had all of its needed customs checks at this location

 Returning to sender

 Oh no, this isn't a great one to see. The package might have been damaged in shipping, the address might have been wrong or the package was rejected at the delivery point

  Redirected

The shipment has been redirected by the receiver  

 Delivery arranged; no further details expected

The shipment has been handed over to the local courier for the final leg of the transit that DHL doesn't support. This is generally regional or rural deliveries 

Awaiting collection or Scheduled for delivery as agreed 

The shipment has failed delivery at least once and the receiver has advised the preferred method of delivery/collection 

 With delivery courier

 The shipment is on board for the final delivery

 Attempted Delivery; Recipient not home

This could be several things, the property wasn't accessible for traffic, parking, animal threat reason or no safe place to drop it and many more reasons. Best thing to do is contact DHL and find out where to collect it or reschedule delivery 

 Delivery Complete

The best one! The package is at your specified delivery address

 

What is a business day?

A business day doesn’t include weekends, New Zealand public holidays, North Island regional holidays and Australian public holidays since the package will be travelling through both countries. Generally, if we are closed or it is not a business day here in New Zealand and this might be a surprise to our customers, we will be post about it in our blog section.

 

What happens if my parcel is lost, Missing or returned to sender?

Once a parcel has left our premises we bear no responsibility of the delivery of this item, and the responsibility of the delivery lies solely with the company chosen by the purchaser as the method of delivery, at the time of checkout. By purchasing from this website, you agree to the terms above and agree that you will not hold the sender responsible for any delays in transit as caused by the delivery company.

On the odd occasion that a parcel is delayed in transit, there is a process involved which includes us lodging a ticket with the delivery company to find the parcel. Tickets with delivery companies can take up to 3 weeks to be resolved with NZPost and up to 1 week with DHL. We ask that you are patient during this time. Until an investigation concludes we cannot refund or resend items and by purchasing from this website you agree to this.

Please be sure to provide the correct shipping address to us for shipping your item, if it is returned due to an incorrect address being provided shipping will need to be covered again in order for the item to be shipped again. This is a long process so please ensure that you give us the right details and can collect your parcel or are home to accept it.

 

How do I cancel my order?

Send as an email before your order has been packed, you will generally receive an email at that stage but some cases you might not. Make sure the email contains your order number and reason for cancelation whilst making it clear you want to cancel your order and your cancelation will be processed as soon as possible.

 

Will customs stop my order to Australia?

Customs should have no reason to stop your order as it is labelled correctly, GST paid and packaged safely. We haven’t had an issue with Australian customs to date.

 

What countries do you ship to?

We are now shipping both domestically and internationally to Australia!

 

Subscribe