Question 1

How long will it take for my order to arrive?

Accepted Answer

Please note that not all products available on the Coolabee website are stocked in our warehouses. Some items are sourced directly from our suppliers to fulfil your order. As a result, shipping time frames may vary. Rest assured, after making a purchase, you will receive an email containing the expected shipping time and a tracking reference.

Dispatch within 1-3 business days

If the products are currently in stock, they will be dispatched within 1-3 working days from the time you place your order, unless any item you've ordered happens to be unexpectedly out of stock.

Regarding purchases made on weekends and public holidays:

Courier pickups and deliveries will not be available on any weekends and public holidays in New Zealand. If you plan to make a purchase during these periods, please ensure that you plan ahead accordingly.

Pre-Order

Embrace the excitement of eagerly anticipating new releases or highly collectable products. To ensure you never miss out, we are delighted to offer pre-orders. Even if our products are currently out of stock, you can still secure them through pre-order. Please note that pre-order items may take approximately 45-60 days to arrive. Kindly keep this timeframe in mind while making your purchase decision.

Question 2

When will my package be delivered by the courier?

Accepted Answer

We use courier services provided by Aramex and NZ Post to deliver all of our packages. We will email you a tracking link as soon as your order has been shipped - simply click on it to track the stages your order is travelling through on its way to you. As soon as you receive this email, please contact Aramex or Courier Post directly as they are best able to assist you once your parcel has been dispatched from our warehouse.

After an order has been dispatched, it will be delivered within 1-5 working days to addresses located in the main metro areas of both the North and South Islands. Please allow an additional working day for delivery to smaller centres. It may take longer to deliver packages to rural delivery (RD) addresses due to the fact that all couriers pass their parcels on to RD contractors who in turn deliver the packages.

The courier will leave a Card or email notification to Call if there is not a suitable place to leave the parcel - your parcel will remain with the Couriers until a mutually convenient time and location can be arranged for it to be re-delivered. A re-delivery can be arranged by calling the 0800 number on the delivery card for NZ Post courier or by dialling 09 634 3704 for Aramex courier. The ticket number will need to be read out from the card/text/email, so please ensure you have it at hand when you call.

Contact Courier Post  
Contact Aramex

Question 3

Why do I receive updates on my order status outside of regular business hours?

Accepted Answer

To facilitate improved collaboration with our Australian company and warehouses, we operate according to Australian time. Due to the time difference between New Zealand and Australia, our regular working hours allow us to process orders placed on the same day in New Zealand as if we were working overtime.

Question 4

I have not received the correct items! How should I proceed?

Accepted Answer

While we do our best to ensure that all orders are processed accurately, sometimes a mistake may occur. We would appreciate hearing from you as soon as possible in order to rectify the situation. Please email to: customerservice@coolabee.co.nz

Question 5

What occurs if the merchandise sustains damage upon opening?

Accepted Answer

If you discover any concealed damage to your parcel upon opening it (damage not immediately apparent due to packaging), kindly inform Coolabee within 24 hours of delivery. We will address the issue promptly by offering replacement or refund options. Our courier driver will collect the damaged item and return it to us for further inspection. Please don't hesitate to Contact Us for assistance.

Read more about Delivery Information

Read our Returns and Exchanges Policy

Question 6

What is the methodology for calculating freight?

Accepted Answer

Depending on your location and the size of your order, shipping within New Zealand starts at $5.90.

Review our Delivery Policy

Question 7

Would it be possible for me to have extra security on my delivery?

Accepted Answer

It is recommended that you purchase a signature-only tracked delivery service during the checkout process. The signature-only tracked delivery service means that your order will not be left unattended at the address you have requested and will require a signature in order to be accepted. When you are not present to receive the package, the courier will leave a calling card so that you can contact them to arrange a redelivery or pick it up from their depot.

Question 8

What is the most efficient way to track my order?

Accepted Answer

Once your order has been dispatched, a tracking link will be provided to your account. This will also be emailed to you so that you can keep track of your order at each step of the process.

Question 9

I recently purchased an expensive item from your website. Will it be adequately protected during courier transit to avoid damage?

Accepted Answer

All of our items will be packaged with the most appropriate protective materials based on their size and value. This includes bubble wrap and double-layer carton boxes. For items of high value or oversized products, we offer free armor protection or corner protectors for valuable book sets.

FAQs

Frequently asked questions