How do you deliver my package?Updated 24 days ago

How We Deliver Your Order

To ensure we are able to deliver your purchase, we use ‘track and trace’ couriers. They use a scanning system to follow the progress of your delivery and require a signature on receipt of the package. If a problem arises, this means you are able to follow up directly with the courier company involved, and proof of delivery and/or the status of the package can be supplied. There will be a copy of the signature of the person that received the package, and the courier driver can be identified. If you require non-signature or specific delivery instructions, you will have to organise this with the courier company. Please use the tracking link provided with your dispatch confirmation to contact them.

Tracking Your Package

You will receive an email with your tracking number once your order has been dispatched, allowing you to follow its progress via the courier. Please check your spam or junk folder if you don’t see it in your inbox. You can also log in to our website at any time to view your order status.

Your Delivery Address

Please ensure your shipping address and other key details are entered accurately at the time of purchase. We recommend double-checking your order confirmation email and advising us as soon as possible if any changes are required. Untouched World™ is not liable for orders delivered to incorrect addresses provided by the customer, or for any additional shipping costs incurred due to address changes or failed deliveries.

Because a signature will be required, it is a good idea to provide a delivery address for where you're likely to be during the day, such as a work address. If your work address is in a large or multi-level building, please note most couriers will only deliver to the foyer.

We are unable to deliver to PO Boxes outside of New Zealand or Australia.

Once your parcel has been delivered, responsibility for the package transfers to you. If you opt to update your delivery preferences to allow delivery without a signature, you accept the risk of loss or damage, including theft. For further details, please refer to the courier company's delivery policies.

If the courier is unable to leave the package at the address you provided, they may leave a card to advise you where you can pick up the package.

Please be aware we are unable to provide exact delivery times for our couriers, and that couriers do not call prior to delivery.

When Your Package Arrives

When you receive your order, you should immediately check to ensure you have received the correct item/s ordered, and that no damage has occurred to the package during delivery.

If the packaging is damaged and has affected your purchase, please sign for the package as ‘DAMAGED’ and take a photo. If the products themselves are damaged, contact the carrier (NZ Post for New Zealand, DHL for international orders) to report the issue and obtain a reference number. Then, reach out to us with any photos and details so we can initiate a claim with the carrier. We will act promptly to resolve the matter as quickly as possible.

If your package is in perfect condition, but you discover the item/s inside are damaged or defective, please get in touch to let us know.

Lost or delayed shipments

We recommend waiting for a reasonable amount of time based on the estimated delivery window provided at the time of purchase. Delivery times can vary depending on the destination and shipping method. If you feel it has been excessively delayed or suspect a loss, please reach out to the shipping company providing your tracking number.