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Shipping & Delivery

Need help now? We have listed some of our
frequently asked questions below.
If you’re still
needing help, feel free to contact one of our
customer support team.


Shipping & delivery

Christmas delivery information

In order to have the best chance of receiving your order before Christmas, we strongly recommend that you place your order before Wednesday 16th December. We will get your order to you as quickly as we can!

COVID-19 Update

We are fully operational, and we are receiving a significant volume of orders at present. Due to current social distancing rules we are anticipating delays of up to 3 additional days on top of usual delivery times - we will get your order to you as quickly as we can!  

You will receive an email with tracking information once your order is dispatched. Our customer service team will respond to any questions you may have in connection with your order.  

Stay safe out there! Love Team Mocka

How much do I pay for delivery?

We offer free delivery New Zealand wide, including rural deliveries.
 
Please note that this excludes the Chatham Islands and Great Barrier Island. As with the majority of items sent to the Chatham Islands and Great Barrier Island, you may nominate to have your delivery sent to the Chatham Islands/Great Barrier Island distribution centre. We will deliver to those mainland distribution centres for free. From that point, it is your responsibility to arrange delivery at your cost.

Where can I receive my order?

We can send your items to any physical address within New Zealand (being the mainland North Island, South Island and Stewart Island – for delivery details concerning the Chatham Islands and Great Barrier Island please see the information below). We use a signature required courier service, so wherever possible, we recommend you use a business address if you are unlikely to be home during working hours.
 
Please note that deliveries to rural addresses will not require a signature. If you wish to receive your items at an address where you are unlikely to be at the time of delivery (i.e. your home address if you work during the day), please make a note in the comments section of your order, to confirm that our courier is authorised to leave your items without a signature. In these circumstances, we cannot be responsible for loss or theft of the items once delivered.  

Please note we are unable to deliver to a Post Office Box or Private Bag.  

Regarding deliveries to the Chatham Islands and Great Barrier Island, as with the majority of items sent to the Chatham Islands and Great Barrier Island, you may nominate to have your delivery sent to the Chatham Islands/Great Barrier Island distribution centre. We will deliver to those mainland distribution centres for free. From that point, it is your responsibility to arrange delivery at your cost.

How long will my order take to arrive?

Delivery time usually takes two to four working days from dispatch, although allow an extra working day or two for rural deliveries.  

If the items you have purchased are in stock we will always endeavour to dispatch them to you as soon as we possibly can, which is usually the same day for orders received before 11am, or as soon as our warehouse reopens if you order during the weekend or overnight. Please note that if you order during a sale or during a public holiday period, dispatch can sometimes be delayed by a short period due to high volumes.

Deliveries are made by our courier Monday through Friday only.

Can I track my order?

All products are dispatched via track and trace courier. When your order is dispatched you will receive an email from us confirming that your order has been dispatched and advising your tracking number which will link to our courier’s web page so that you can keep an eye on progress. If you are wondering 'where is my order?', your first action should be to look at your tracking email.  

If you have not received your tracking email yet, please check your Spam folder first as sometimes these emails can end up in the Spam folder.

Current delivery procedures - minimising contact

Our transport networks have implemented procedures at present to help reduce unnecessary contact between delivery personnel and customers. If you have specific delivery requirements, please note these in the 'Additional Delivery Instructions' section during the Checkout process.  

If you do need to sign for an order, our delivery providers have non-contact options available to minimise your risk.

Can you hold an order and dispatch at a later date?

Unfortunately we cannot hold orders in our warehouse for dispatch at a later date. We dispatch our orders within 24-48 hours of receiving them. If you know you will be away on holiday or are moving house etc, please advise us of an alternative delivery address so we can dispatch immediately.

What if I live in the Chatham Islands or Great Barrier Island?

As with the majority of items sent to the Chatham Islands and Great Barrier Island, you may nominate to have your delivery sent to the Chatham Islands/Great Barrier Island distribution centre. We will deliver to those mainland distribution centres for free. From that point, it is your responsibility to arrange delivery at your cost.

What if I purchased a product on backorder?

Our products are popular and they often fly out the door very fast. When we know we have products arriving in the not-too-distant future, we like to let you know and give you the opportunity to pre-order/backorder that product so that you do not miss out when the product arrives.  

When product that has been pre-ordered arrives, we always aim to dispatch it to you on the same day. While we put estimated delivery dates for arrival of pre-ordered products on our website, these dates can change as delays can occur that are out of our hands.   Sometimes products arrive earlier and occasionally they arrive later than our original estimated date. We apologise for any inconvenience that this may cause, but if you are ordering by backorder please do not rely on it being there by a specific date – we prefer to under-promise and over-deliver so the greater risk is that items will arrive sooner than indicated on our website.

Do you ship outside New Zealand?

Sorry we currently only ship products sold at mocka.co.nz to New Zealand addresses. If you wish to have your order sent to an Australian address, please purchase via our Australian website mocka.com.au (and use the Australian address as both your billing and shipping address). Please note that our Australian website prices and products often differ from our New Zealand site.

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