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Frequently Asked Questions

Delivery Charges and Destinations

Generally in New Zealand, we use Fastway Couriers. Courier charges are based on Location,  North Island $8 and South Island $11. You have to allow 2 to 8 working days using this service.

Generally, goods can be shipped to any country, if there was a problem we would contact you. Please refer to our policies regarding import charges.

Delivery has to be to a physical address, not to a PO Box and we will put special delivery instructions on the shipment.

Some courier companies are quite strict in regards to signing for delivery, other companies such as Fastway will just leave the parcel at the door. It is always a good idea to have a delivery address that is secure.

How do I pay for my order?

We accept Visa or Mastercard.

International Shipping

Yes, we sell to the US, UK, Australia, Asia and Europe. You can access these destinations when you go through the checkout process. Please note that duties and taxes may apply in your country and are your responsibility. US customs may charge duty for orders over $250.00. UK and Canadian customs may charge duty also.

If you are ordering from outside of New Zealand, a currency converter will calculate the approximate cost of the goods. The actual amount billed might vary depending on the current exchange rate at the time of the transaction.

Payment and Ordering

 

We accept Visa and Mastercard.

Prices are in $NZD and do include GST.

If you are ordering from outside of New Zealand, use a currency converter to calculate the approximate cost of the goods. The actual amount billed might vary depending on the current exchange rate at the time of the transaction.

This is a secure site, but if you have any hesitations ordering online feel free to contact us by email or phone.

If there is any problem with your order you will be contacted by email. Your order will be processed as soon as you have replied.

You will be charged when your order is being processed prior to shipping.

Return Policy

Returns Policy

If your order is not to your liking, there is no problem to return the item to us for an exchange, or a store credit.

We will not issue refunds unless an item is faulty and unable to be replaced. 

Any extra freight charges associated with exchanging products is to be charged to you, the customer.

When Returning an Item:

Please phone or email us in advance to advise us of the return.

 A return number will be issued to you.

This return number must be attached to the item being returned.

Returns without a return number will not necessarily be processed. 

Site Security

The Kiwi Puppet Company uses GlobalSign to protect your details over the internet.

Your Order

You can change your order until it is processed.

It is a good idea to contact us immediately if have a concern or if you have forgotten to insert your discount code.

We try to reply to any queries immediately.

We will keep you informed of your order status, and if an order goes astray it will be able to be tracked.

Don’t hesitate to contact us if you are concerned about your order.