Have a question about your tracking your order, your order ETA, picking up an order, or Primate benefits? Check if we have the answers here.
Unfortunately we have been inundated with messages and this has, regrettably, adversely affected our ability to operate at our usual speed.
If you have submitted a support request via email or chat it will typically take 2-7 days to receive a response.
We recognise this is a long delay and have provided answers to some common queries below to help you!
I have not received a tracking number
How do I track my order?
Can I pick up an item from Mighty Ape Silverdale?
I am a Primate, why am I being charged for shipping?
Why have I been charged for Primate?
How do I contact a Third-Party Marketplace Seller?
I have not received a tracking number
You can check your order confirmation email for the shipping ETA.
-If the shipping ETA is late January or later this year you have pre-ordered the item and will be shipped once the item is in-stock. If this is too long of a wait please contact us here to request a cancellation.
-If the item says “ships from a Marketplace seller” and you haven’t received tracking within 5 business days of your order you can request an update from the seller directly using these instructions.
How do I track my order?
You can track your order through your Account Manager. Scroll to your order and select “Track This Item”.
-If your parcel is being shipped from Mighty Ape directly, your tracking should begin updating within 1-2 days of being shipped.
-If your parcel is being shipped from a third-party seller your tracking number may only become active once the parcel reaches New Zealand. Please allow 7 business days for the parcel to reach New Zealand. If there are no updates you can contact the seller directly using the instructions here.
Can I pick up an item from Mighty Ape Silverdale?
If an order is eligible for collection you will be given the option “ FREE Pickup from Mighty Ape Auckland” at checkout. If you are ordering pre-order items, items in-stock at our Christchurch warehouse, or items shipping from Marketplace sellers, your order is not eligible for pick up and it will not be shown as an option at checkout.
I am a Primate, why am I being charged for shipping?
Primate is only available for items shipping directly from Mighty Ape on standard shipping. If you are being charged shipping, one or more of the items you are ordering are not eligible for Primate. Items that are listed as shipping from a supplier with a “" badge are not ineligible for Primate.
Why have I been charged for Primate?
When proceeding to checkout you are given the option of selecting standard delivery, or free shipping with Primate. If "free shipping with Primate" was selected when you checked out previously, you opted into this trial and gained the benefits of a full Primate subscription. If this trial isn’t cancelled during the trial period it rolls over into a paid subscription which is why you’ve been charged. If you didn’t intend for this to renew please reach out here.
How do I contact a Third-Party Marketplace Seller?
To contact a Marketplace seller about an item you ordered, go to your account manager. Select “get help with this order” > “something I ordered”. Choose the item you need help with, select “continue” and proceed with submitting your request. The seller should reply in 1-3 business days with your order tracking or an update on your order.