Order Issue

We apologise if you haven't received the correct order! 

Please contact our Product Experts to organise a solution.

When lodging a request, please provide us with the below information:

• Proof of purchase (order confirmation will do)
• Photos of the incorrect item(s)
• Photos of the shoebox displaying the product description.

Only received part of your order?
We really don't want you to miss out on anything that you've ordered, so sometimes we fill orders from multiple warehouses which may result in separate deliveries. This is called a split order. We do this to make sure you can get your full order from all over New Zealand.

How does it work? If your order has been split into two parts, you'll receive your first tracking when the first item has been dispatched. You'll receive your second tracking number once your second item(s) have shipped. You won't receive both numbers at the same time and your orders will likely be delivered at different times. 

Click here for ways to track your order.

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.