For Customers in New Zealand
Courier Post
If your order has shipped but has not been delivered the first thing to do is visit the New Zealand Post website and enter your tracking number to request a “track and trace”. Your tracking number has been emailed to you and is also available in My Account.
Go to the New Zealand Post web site
Alternatively, you can call Courier Post on 0800 COURIER (0800 268 743).
If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, please contact us and we will start an investigation with New Zealand Post on your behalf.
If you are concerned about your items being left unattended we recommend using the “signature required” option that is presented in the Checkout. Regrettably, neither Mighty Ape nor Courier Post are able to refund or replace items that have been lost, damaged or stolen after being successfully delivered to your property.
While the large majority of parcels arrive as scheduled, occasionally there can be transit delays due to issues such as weather, road closures, and flight delays. If your parcel does not arrive on the expected date, please allow an additional business day for delivery where possible.
Oversized and Dangerous Goods
If an item is classified as Oversized it will take 2-3 working days to arrive. This can be seen on your tracking page under the Service type and will be marked with an 'E'. If it takes longer than 2-3 working days, please let us know.
Courier Post is only able to carry Dangerous Goods in special Courier Vans which can cause delays on delivery. These items can be classified as perfumes, aerosols, paint, etc. These items take 1-2 working days for North Island addresses, and 3-4 working days for South Island addresses. The exact timeframe will be shown to you on the checkout page. The further away from Auckland, you are, the longer it will take.
Our website will show during the checkout if an item is classified as a Dangerous Good, but, you can see a full list of what Courier Post classify as Dangerous Goods here.
Pace
Pace is used for our Same Day Delivery service where items are delivered between 6-9pm. Unfortunately, as items are collected straight from our warehouse and sent out for delivery, there is no tracking number to monitor this.
A job number is sent out when these leave us and, if required, you can call Pace for an update.
You can call Pace on: 0800 501 502
If no signature is required for delivery, Pace will generally leave this in a mailbox or by your front door.
If you've not been able to locate this, please contact us.
If you are concerned about your items being left unattended we recommend using the “signature required” option that is presented in the Checkout. Regrettably, neither Mighty Ape nor Pace are able to refund or replace items that have been lost, damaged or stolen after being successfully delivered to your property.
Toll
If items are over 25kg in weight they are deemed too heavy for Courier Post to transport. For these items, we use Toll couriers. You can track your shipment by going to the Toll website and entering in your tracking number - these are emailed out to you when your order is shipped.
These can sometimes take longer than 1-2 working days to arrive but a longer shipping timeframe will be shown during the checkout.
If you are concerned about your items being left unattended we recommend using the “signature required” option that is presented in the Checkout. Regrettably, neither Mighty Ape nor Toll are able to refund or replace items that have been lost, damaged or stolen after being successfully delivered to your property.
For Customers in Australia
Australia Post
If your order has been marked as shipped, but this has not been received, please confirm your tracking details with the correct delivery service. Your tracking number has been emailed to you and is also available in My Account.
Go to the Australia Post web site
Call Australia Post on 03 8847 9045
If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, please contact us and we will start an investigation with your delivery service on your behalf.
If you cannot find a non-signature required item, it is likely that it was delivered using the Australia Post Safe Drop system. This will be shown in your tracking if it was used. You are able to request an image from Australia Post showing where the item is left to confirm that it is your address.
If you are concerned about your items being left unattended we recommend using the “signature required” option that is presented in the Checkout. Regrettably, neither Mighty Ape nor Australia Post are able to refund or replace items that have been lost, damaged or stolen after being successfully delivered to your property.
DHL Express
If your order has been marked as shipped, but this has not been received, please confirm your tracking details with the correct delivery service. Your tracking number has been emailed to you and is also available in My Account.
Call DHL on 13 14 06
If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, please contact us and we will start an investigation with your delivery service on your behalf.
DHL shipments do not automatically require a signature. If this has not been selected during the checkout, these can be left unattended on your property.
In instances where your address is outside of the Metro area, DHL will pass your parcel onto a third-party service, such as Australia Post or Toll. Delivery will still be within the quoted timeframe shown to you during the checkout.
If you are concerned about your items being left unattended we recommend using the “signature required” option that is presented in the Checkout. Regrettably, neither Mighty Ape nor DHL are able to refund or replace items that have been lost, damaged or stolen after being successfully delivered to your property.