Shipping policy
Shipping & Tracking
Piki Toi is a small business based in Aotearoa New Zealand, and all physical orders are packed and dispatched from New Zealand.
We offer tracked shipping on physical orders wherever tracking is available. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking details.
Order Processing
Please allow approximately 1–3 business days for standard in-stock orders to be prepared and dispatched.
During new product releases, sales, pre-order periods, public holidays, or periods of high order volume, processing may take longer. Where a product has a specific processing or pre-order timeframe, the timeframe stated on the product page or communicated at the time of purchase will apply.
Please note that processing time is separate from shipping/transit time. Estimated delivery time begins once your parcel has been collected by the courier.
New Zealand Shipping
Estimated delivery following dispatch is generally:
- North Island: approximately 1–3 business days
- South Island: approximately 1–3 business days
- Rural addresses: please allow additional time
These timeframes are estimates only. Courier delays, weather events, public holidays, rural delivery schedules and other circumstances outside our control may affect delivery.
International Shipping
Piki Toi ships selected products internationally from New Zealand.
International orders have a longer delivery journey than domestic orders. Delivery timeframes vary depending on the destination, customs processing and the international and local postal/courier networks involved.
Please allow approximately 7–21 business days after dispatch for international delivery. Some destinations may take longer.
International delivery estimates are not guaranteed delivery dates. Customs processing, border delays, weather, peak-season volumes and delays within the destination country's postal or courier network are outside Piki Toi's control.
Customers are responsible for any customs duties, import taxes or other charges imposed by their destination country where applicable.
Tracking Your Order
Where tracking is provided, your tracking information will be emailed to you after dispatch.
Tracking may take a short period to update after your parcel has been collected. International tracking can also pause between scans while a parcel is travelling between countries or awaiting customs processing. A period without a new tracking scan does not necessarily mean that a parcel has been lost.
Delayed or Missing Orders
If your order has not arrived within the expected timeframe, please contact us at hello@pikitoi.co.nz before initiating a payment dispute or chargeback.
We are happy to investigate the shipment with the relevant courier and assist with locating your parcel.
A parcel that is still within the stated processing or estimated international delivery timeframe, or is actively progressing through the carrier network, is not considered lost.
Where tracking confirms that an order has been delivered to the shipping address supplied at checkout, the order will be considered fulfilled. If you believe a delivered parcel has been lost or stolen after delivery, please contact us and we will assist where reasonably possible.
Shipping Addresses
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please check your address carefully before completing your purchase, particularly for international orders.
If you notice an error, contact us as soon as possible. We may be able to amend the address if the order has not yet been dispatched.
Piki Toi cannot guarantee that an address can be changed once an order has entered the courier network and is not responsible for delays, returns or non-delivery resulting from an incorrect or incomplete address supplied by the customer.
If a parcel is returned to us because of an incorrect address, failed delivery or failure to collect, additional shipping charges may apply if you would like the order resent.
Pre-Orders
Products advertised as pre-orders are not immediately available for dispatch.
Any estimated dispatch date or timeframe displayed on the product page is an estimate and may change due to manufacturing, freight or other circumstances outside our control.
If your order contains both pre-order and in-stock products, your order may be held and shipped together once the pre-order product becomes available unless otherwise stated.
Purchasing a pre-order product confirms your acknowledgement that the product will be dispatched at a later date.
Shipping Costs
Shipping costs are calculated according to your delivery destination and order and will be displayed at checkout before payment is completed.
Need Help?
If you have any concerns about your order, delivery or tracking, please contact:
Piki Toi
Aotearoa New Zealand
Hello@PikiToi.co.nz
We encourage customers to contact us directly if there is a delivery concern. We will always make reasonable efforts to investigate delayed or missing parcels and resolve genuine delivery issues.
By completing a purchase with Piki Toi, you acknowledge the applicable processing and estimated delivery timeframes outlined above.