- Check the Packaging: First, ensure that you have thoroughly checked the entire package and all the wrapping materials. Sometimes, smaller items may be placed inside other packaging for protection, and they can be easily overlooked.
- Review the Order Confirmation: Double-check the order confirmation or invoice that you received via email. Make sure that the missing product is listed on the order confirmation. If it's not listed, there might have been an oversight during the order placement.
- Contact Customer Support: If you've confirmed that the missing product was indeed part of your order and it's not included in the package, contact the customer support team at kiaora@puhaexpress.co.nz or use our contact us form.
- Provide Order Details: When contacting customer support, be ready to provide your order number and any other relevant details related to your purchase. This will help them locate your order quickly and efficiently.
- Be Patient: Resolving such issues may take a little time, so it's essential to remain patient during the process. We typically get back to customers 24 - 48 hours after first contact.
ORDER ISSUES
I'm missing a product from my order, what do I do?
What do I do if I receive a faulty item in my order?
- In the rare event that you receive a damaged or faulty item, please contact our customer support team immediately at kiaora@puhaexpress.co.nz.
- We may request photos or videos of the damaged/faulty item for documentation purposes.
- Unless the item is faulty or damaged, the customer is responsible for the return shipping costs.
- We recommend using a trackable shipping method to ensure that the return package reaches us safely.
- You have 30 calendar days from the date of delivery to initiate a return if it is deemed faulty by customer service.
Will you refund the shipping charges on my parcel?
Yes, we offer a refund of shipping charges under specific circumstances. Our shipping charge refund policy is as follows:
Order Cancellation before Shipment:
- If you decide to cancel your order before it has been shipped, we will gladly refund the full amount, including shipping charges. Please contact our customer support team at kiaora@puhaexpress.co.nz to request the cancellation. If your order has been fulfilled however, we will be unable to cancel the order.
Order Cancellation after Shipment:
- If you need to cancel your order after it has been shipped but before it reaches its destination, we will refund the purchase amount, excluding shipping charges. You will be responsible for returning the package to us at your expense. Once we receive the returned item and verify its eligibility, we will process your refund. Please refer to our general return policy for further details.
Order Returns due to Damaged or Faulty Items:
- In the event that you receive a damaged or faulty item, we will refund the full purchase amount, including shipping charges. Please contact our customer support team immediately to report the issue, and we will guide you through the return process.
How fast is shipping?
Courier Post:
With the current shipping conditions in New Zealand, we have been advised of the following:
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The current estimate for domestic deliveries is 2-3 working days (excluding unanticipated delays)
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Parcels are unable to be left on location since they are R18+ products. The person receiving the product must sign for it and be 18 years or older, if the courier suspects that the person is below the age of 18, they can request ID.If the ID request is declined, the package will be taken away and shipped back to us (the sender). The customer will then need to contact us to arrange reshipping at your cost. This also means that packages for NZ customers cannot be left on site, a signature is required, and, in the event, there is no one home to receive the parcel, it will be returned to the depot and the customer will need to arrange for another delivery attempt.
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Tracking updates can take longer to appear if an order is placed on Friday as Courier Post does not service our parcels on weekends, so please keep this in mind if your tracking isn’t immediately updated.
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Any issues or queries can be relayed via our website or to kiaora@puhaexpress.co.nz
Ways to pay?
We accept all major credit cards through our payment gateway windcave.
Shipping charges are calculated at checkout. Spend more than $50 and get standard shipping within New Zealand.
PRODUCT & STOCK
Why have I received an email saying the item I've ordered is out of stock?
We apologise for any inconvenience caused by receiving an email stating that the item you ordered is out of stock. There are several reasons why this might occur:
Popular Item: The product you ordered might be highly popular and in high demand. Despite our best efforts to manage inventory, there could have been a sudden surge in orders, leading to temporary stock depletion.
Inventory Discrepancy: In some cases, there may be a discrepancy between the available inventory displayed on our website and the actual stock. This can occur due to real-time updates taking place during the ordering process.
Supplier Delay: Occasionally, our suppliers may face unexpected delays in providing us with new stock, resulting in temporary unavailability of certain items.
Technical Glitch: While we strive to maintain a smooth online shopping experience, technical glitches or system errors may lead to orders being placed for products that are already out of stock.
Order Fulfillment Priority: If you ordered multiple items and one of them is out of stock, we might hold the entire order until we can fulfill it completely. This ensures fairness to all customers and avoids partial shipments.
What We'll Do Next:
- Notification: We will promptly notify you via email or phone if an item in your order is out of stock. Our aim is to keep you informed and provide transparency about your order status.
- Refunds and Options: You will have the option to wait for the item to become available again or receive a refund for the out-of-stock item. If you choose to wait, we will keep you updated on the estimated restocking time.
- Alternative Options: In some cases, we may offer you a suitable alternative product that closely matches the original item you ordered.
What You Can Do:
- Choose an Alternative: If we suggest an alternative product, you can decide whether to accept it or proceed with the rest of your order as usual.
- Modify or Cancel Your Order: If you prefer not to wait for the item to be restocked or to choose an alternative, you have the option to modify or cancel your order. Our customer support team will be happy to assist you with any changes.
Our Commitment:
At Puha Express, we strive to provide the best shopping experience possible. We are continuously working to improve our inventory management processes and ensure that such instances are minimised in the future.
If you have any questions, concerns, or need further assistance regarding your out-of-stock item, please don't hesitate to contact our customer support team at kiaora@puhaexpress.co.nz. We value your patronage and look forward to resolving the issue to your satisfaction.
How can I search to find products on the website?
Searching for products on our website is quick and easy! We have provided a user-friendly search function to help you find the items you're looking for. Follow these steps to search for products efficiently:
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Search Bar: Locate the search bar at the top of our website's homepage or on the navigation menu.
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Enter Keywords: Simply type in keywords related to the product you want to find. You can use product names, descriptions, brands, model numbers, or any other relevant terms.
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Click "Search": Once you've entered your search terms and applied any filters, click on the "Search" button to initiate the search.
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Review Search Results: The search results page will display all relevant products that match your search criteria. You can browse through the listings to find the one that best meets your needs.
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Product Pages: Click on a product image or title to view more details about the item on its individual product page. Here, you'll find in-depth descriptions, specifications, pricing, and customer reviews.
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Add to Cart: If you've found the product you want, click the "Add to Cart" or "Buy Now" button to proceed with your purchase.
Tips for Effective Searching:
- Be specific with your keywords to get more accurate results.
- If your initial search doesn't yield satisfactory results, try using synonyms or alternate phrasing.
- If you're unsure about the exact product name, try searching for broader categories or related items to explore more options.
Can't Find What You're Looking For?
If you're having trouble finding a specific product or need assistance with your search, our customer support team is here to help. Don't hesitate to reach out to us at kiaora@puhaexpress.co.nz, and we'll be happy to assist you in any way we can.
Happy shopping, and we hope you find the perfect products on our website to meet your needs!
RETURNS AND EXCHANGES
What is your return policy?
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods cannot be returned. Additionally, gift cards are non-returnable.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Any item not in its original condition is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Order Cancellation
All orders are final. If we can cancel your order before it has been dispatched we will issue a store credit for a future purchase. At our discretion, we may action a refund instead. A $20nzd admin fee may be charged to help cover our banking and associated costs.
All orders are final. If we can cancel your order before it has been dispatched we will issue a store credit for a future purchase. At our discretion, we may action a refund instead. A $20nzd admin fee may be charged to help cover our banking and associated costs.
Lost in Transit Packages
On the rare occasion your order is Lost in Transit you must contact us within a maximum of 28 days of receiving your tracking information. Queries outside this timeframe aren't able to be investigated by our courier partners so we're unable to assist in a replacement or refund. If your order has been deemed lost in transit by our courier and logistic partners, once we have confirmation of a successful claim we will issue a store credit to the value of your order or replace the order. No refunds are eligible unless at our discretion. Lost in-transit packages need to be confirmed by the courier company which can take an additional 30 days after the expected delivery date (see shipping timeframes). This process may take 30-90 days.
On the rare occasion your order is Lost in Transit you must contact us within a maximum of 28 days of receiving your tracking information. Queries outside this timeframe aren't able to be investigated by our courier partners so we're unable to assist in a replacement or refund. If your order has been deemed lost in transit by our courier and logistic partners, once we have confirmation of a successful claim we will issue a store credit to the value of your order or replace the order. No refunds are eligible unless at our discretion. Lost in-transit packages need to be confirmed by the courier company which can take an additional 30 days after the expected delivery date (see shipping timeframes). This process may take 30-90 days.
Return to Sender
If your package has been returned to us (returned to sender) by the freight company. A store credit will be issued to the value of your order once the tracking information shows that the package is on route back to us (usually we initiate a credit once we see an Auckland scan).
If your package has been returned to us (returned to sender) by the freight company. A store credit will be issued to the value of your order once the tracking information shows that the package is on route back to us (usually we initiate a credit once we see an Auckland scan).
Orders
It’s incumbent on you to make sure you’re following the proscribed laws of New Zealand.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method, within a certain amount of days.
Late or missing refunds (if applicable).
Refunds can take up to 5 business days - this is unfortunately not something that we can expedite and is in the hands of the credit card processor and/or bank.
If you haven’t received a refund, please check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at kiaora@puhaexpress.co.nz.
If you haven’t received a refund, please check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and still have not received your refund, please contact us at kiaora@puhaexpress.co.nz.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at kiaora@puhaexpress.co.nz and send your item to:
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at kiaora@puhaexpress.co.nz and send your item to:
Puha Limited
806 Omahu Road
Frimley, Hastings 4120
Hawke's Bay, New Zealand
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to:
To return your product, you should mail your product to:
Puha Limited
806 Omahu Road
Frimley, Hastings 4120
Hawke's Bay, New Zealand
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
When sending us returned items, we require that you use a trackable shipping service, and we suggest you purchase shipping insurance. We cannot guarantee that we will receive your returned item, and without a tracking number or insurance you will have no recourse with the post office.
STILL HAVE QUESTIONS?
We would love to hear from you. If you have any further questions, concerns or just want to tell us how awesome we are click the email below and let us know.