-Delivery-

• How long can I expect to receive my order?

A/ Once you have received your order confirmation email, please allow:

>Urban delivery: 2-4 business days

>Rural delivery: 3-5 business days

We dispatch the order on the earliest collection day which is every Monday, Wednesday and Friday, once we confirmed the payment.

Please note that delays can occur in delivery, and these delays are beyond our control.

• Who will deliver my order?

A/ Our sole carrier is NZ post / ARAMEX tracking delivery. We do deliver by ourselves only in a specific area.

The tracking link in your shipping confirmation email will take you directly to the carrier's website to track your package.

• How my order will be delivered? Is the parcel required a signature?

A/ It will be posted in your letterbox. Please check your letterbox regularly since there're some cases that the parcel was stolen from the letterbox recently. You can add the delivery instructions on the checkout page. (ex: Leave at the front door, ring the doorbell etc)

We ship as a non-signature required courier. If you wish to send by the signature required courier, just add an extra $3.00 and we will be happy to change to the signature required courier.

• Can I change my delivery address after my order has been placed?

A/ No, you can't change your delivery address once your order has been placed.

Once you receive your shipping confirmation email, it may be possible for the carrier to change your delivery address or redirect your order. Please contact the carrier directly.

• How much does delivery cost?

A/ Ligible orders over $70 will receive free delivery. 

Otherwise, the Urban area in NZ for $6.00 and the Rural area in NZ for $12.00 

All the parcels will be delivered with tracking.

• Where can I pick up my order?

A/ Our pick-up address is 2 The Strand, Takapuna, on weekdays (7am-4pm) and weekends (7am-2pm). No public holiday pick-up. We don't have a physical shop. We will inform you when the order is ready to pick up. Pick-up will be ready after 48 hours after placing the order at the latest. Please don't come before you receive the "Pick up is ready" email.

• How can I track my order?

A/ Once your order has been ready to be dispatched, you will receive an email with a tracking number.

-Payment-

• What payment methods do you accept?

A/ We accept PayPal, Credit card and Debit card payments.

• Do you offer layby online?

A/ No, we don't offer layby online. Order must be paid for immediately.

• What currency and delivery apply to the price?

A/ All prices are in NZD and are delivery inclusive.

-Order-

• Can I cancel my order?

A/ If you need to cancel an order, please contact us immediately via email.

• What should I do if my order was defective/incorrect?

A/ We sincerely apologise for any manufacturing defects in the items sent, or any incorrect items sent. For defective/incorrect items, please email us at tata@smoothpens.com within 7 working days of dispatch. The item in question has to reach us within 14 working days from the date of dispatch. Your email should include detailed photos of the defect area/s and your order number for verification purposes.

• How do I use my coupon/promo code?

A/ Simply enter your promo code at check out while finalising the order process. You should see any discounts applied to the total price.

• What packaging will my order be shipped in?

A/ Most orders are shipped in a white paper envelope or grey plastic bag.

We wrap the products with bubble wrap carefully, and sometimes we reuse the boxes which came originally from the maker. You can also choose to add our gift wrap option.

• Do I need to open an account to place an order?

A/ No, you can use the guest checkout to complete your order. Having an account not only speed up the order process, but you will also be able to see your order history, save your personal and payment details as well as earn one point for every $10 purchase.

• Do you gift wrap?

A/ Yes, we offer a gift wrap option for $4.00 including a gift wrap and a card. We don't combine an invoice when you choose a gift wrap option. Please let us know if you want an invoice, we will send a PDF by email.

-Other-

• Where are you located?

A/ We are located in Auckland, New Zealand. But we don't have a physical shop. All the orders will be sent from Auckland.

• When will the sold-out items be restocked?

A/ We are getting new stock once a month. Most of the items will be restocked in the next four weeks.

• What's your return policy?

A/ For our return policy, please visit our returns page.

• I've got a question about my order. How do I get in touch?

A/ If you've got a question or problem and haven't found a solution on our help page, please get in touch with our customer care team by email at: tata@smoothpens.com 

We will answer your enquiry as soon as possible.