Your order is important to us, which is why we want to make sure that your products arrive on time and in excellent condition. We also deliver by own truck in Northland, from Auckland along to Wellington every two weeks.
Track your orders
When your order has been processed and shipped, you will receive an e-mail notification from us which will include the shipping details and the tracking number. Once your order has shipped from our warehouse, please directly contact the courier company with any inquiries about the status of your package. We use third party courier company to ship orders. If you have any questions regarding the status of your shipment, our customer support team will try our best to help you contact the courier company. However, we have no controls over the courier companies' delivery timeframe or outcome. Therefore, the fastest and the best way is you directly contact the courier company with any inquiries about the status of your package. We use these courier companies to ship orders around NZ: Toll: 0800 865 569, http://fasttracker-nz.tollgroup.com/ Streamline: 09 570 2674 https://www.streamlinefreight.co.nz/ Courier post: https://www.courierpost.co.nz/track/track-and-trace/
Change of delivery address
We can change the delivery address if the order is not shipped. Once an order is shipped we are unable to redirect the package to a different address and is the customer's responsibility to coordinate with the courier company.
Normally the delivery is to your door only. Arrangements may be made to take items upstairs at our discretion, and at additional cost Please understand, when a particular day has been selected for delivery of your items, we can only confirm the delivery day, and the rough time frame (e.g. Tuesday afternoon, or Sunday morning). We cannot book a specific time (i.e. 2 pm), due to factors outside our control -weather, traffic etc.
- If we send by our truck , it’s always one man and truck delivery. If your package is over 25kg, it’s expected for customer to help the driver in unloading and placing the package. Two men and truck delivery can be arranged on request and at cost.
Shipping Delay or Stolen Shipment
If there are Shipping Delays, it may take an additional 7-10 business days for delivery. Please note: Shipping delays are completely out of our control, and Idiya Ltd is not responsible for the delay that is occurred by the courier company. Normally all packages require a signature for delivery unless permission or instruction is given by the customer to leave the goods without signature. In the case that packages are left at your front door by the postal courier if no one is home to receive it. We have no control over what happens to your package once the courier delivers it. We do not replace or refund orders that are scanned "delivered" by the courier companies. We are not responsible for lost or stolen packages or packages delayed in transit. Please contact the courier company within 48 hours to claim your loss.
Original shipping fees are non-refundable. Shipping fees cover the services provided by the carrier and will not be refunded if an item is returned for any reason.
Customers are always welcome to pick up their order at our Warehouse: 34B Greenpark Road, Penrose, Auckland. Confirmation before pick up is essential. We may need a day, or two, to collect product from one of several storage warehouse (this depends on where the product is stored) This is why confirmation of your required pick up date is essential.
New address: 34 gateway park drive, Pokeno (right opposite to the Yashili milk factory)
From 1st April 2019 all deliveries and pick ups would be from our this new jumbo size custom built warehouse.