Order Issue

Unfortunately, once you have placed your order, we're unable to update or edit the email address on our system. 

Please contact our Product Experts either via Live Chat or on 0800 497 369 and we can resend your order confirmation and/or tracking notifications. If outside of working hours, please lodge an enquiry via Email. 

Once your order has been placed, you are unable to edit the delivery address via your account.

Should you wish to update the delivery address on your order, please contact our Customer Experience Team immediately, either via Live Chat or on 0800 497 369 and press option 2 once prompted. We will try our best to accommodate your request, however, due to our fast dispatch and turnaround times, we cannot guarantee this. 

If you are unable to get into contact with us, please reach out to the courier and provide them with your tracking number. They will be able to assist you. 

Important to note: Any address updates done by the courier will add an additional business day for delivery on top of the standard delivery time.

If our courier partners can not leave the parcel unattended at your delivery address, it will be dropped off at the nearest post office for you to collect.

Once your parcel has arrived at the post office, you have up to 10 business days to collect. If not, the parcel will be returned to the sender and unfortunately, we cannot send the parcel back out to you.

Rest assured that you will be refunded once your parcel makes its way back to the warehouse.

We understand that this is frustrating however we have these protocols put in place to prevent your purchases from falling into the wrong hands.

We understand that you're hanging out for your new item(s), so we suggest repurchasing and organizing for them to be delivered to a location where they can be signed for such as your place of work.

If you haven't yet received a tracking number yet, it just means we're working on processing your order. You'll receive an automated notification with your tracking number once your order has been dispatched. 
We also recommend checking your spam/junk inbox as it can sometimes land in there.

Click here for ways to track your order.

You can check out our Delivery Timeframes to help you estimate the arrival of your order.

Update 06/10/21: We're experiencing a technical issue where customers cannot lodge a claim directly from their logged-in account. Please use our guest returns form in the meantime. We apologise for the inconvenience and hope to have it sorted as quickly as possible.

We're incredibly sorry to hear about this! If you've received the incorrect item, please follow the below steps: 

1. Log in to your My Account.  to start a Return. If you checked out as a guest, use our guest returns form here. 
2. Follow the steps and select your reason for return (dispatch error) 
3. Provide a brief description of the issue and upload three photos to show the issue (product label, shoebox label and item(s) received) 
4. Hit submit. Our Customer Experience Team will review your claim 
5. If approved, you'll be sent a follow-up email with further details. 

While uncommon, from time to time we have an influx of customers all hoping to order the same item. This causes stock fluctuations which can result in some orders not able to be fulfilled. 

If you have received an email letting you know your order was oversold, this means that we were unfortunately unable to fulfil your entire order or part of your order. 

Our Terms & Conditions cover our oversell policy under section 4. Orders, Pricing & Availability -Hype DC reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.

When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account. 

Once again, we sincerely apologise for the inconvenience, this is the worst-case scenario.

Sometimes, our primary warehouse isn’t able to fulfil your order completely.

When this happens your order then becomes what we call a split order. If your order has over two units, it will be split between our numerous warehouses around New Zealand, so you don't miss out on any of your items. 

A good indication of a split order is if you receive more than one confirmation email.

How does it work? If your order has been split, you'll receive your first tracking number when the first half of your order has been dispatched, and a second tracking number when the next half has been dispatched. 

Your orders will likely arrive at different times due to the different dispatching times.