Start with the tracking link in your dispatch email. It's sent when your parcel leaves our Auckland warehouse and goes to Aramex, so if you haven't had one, the order probably hasn't shipped yet.

Have you had a dispatch email?
Check your spam and promotions folders. If there's an order confirmation but no dispatch email, the order is still with the warehouse.

Has the tracking updated in the last two working days?
Parcels often sit without a scan overnight or over a weekend. That's normal. Two working days of silence is the point where something is worth chasing.

Does tracking say delivered but nothing has arrived?
Check your usual safe place, the porch, behind a gate, and with neighbours. Couriers sometimes scan a parcel as delivered at handover to a rural contractor, and it arrives the following day.

Are you at a rural address?
Aramex hands rural parcels to a second carrier for the last leg, which adds time and often leaves a gap in the tracking while it changes hands.

Is the delivery address right?
Check the address on your order confirmation. A typo in the street number is the most common reason a parcel goes astray.

Get in touch at [email protected] with your order number if any of these apply:

We'll chase the courier from our end. If the parcel is lost, we'll send a replacement.

If your dog is nearly out of food, feeding a bit of their previous food for a couple of days is better than an empty bowl. Reintroduce ours gradually when the parcel lands.