FAQ

Author: Customer Service Team   Date Posted:3 November 2021 

What does my order status mean? 

  • New: Your order has not been processed. 
  • Pick: Your order has been processed and is in line to be picked.
  • Pack: Your order has been processed, picked and is now in line to be packed.
  • Dispatched: Your order has been packed and is now ready for the couriers to take it away for delivery.
  • Pending Pick-up: Your order has been packed and is now ready for pick-up. 
  • Pending Dispatch: Your order has been packed and is now waiting for the couriers to take it away for delivery.
  • On Hold: Your order has been processed and put on hold. 
     

How long does it take for my order to be processed? 

It will take us up to 1 business day to process your order under normal working conditions. If you have placed your order during/before/after a Holiday or long weekend it can take up to 3 business days for us to process your order due to the large volume of orders for both us and the couriers to process. Please keep in mind that all orders are packed in the order that they are made, and we cannot push your order in front of the line to be processed.
 

Why is my order status show 'New'? 

Your order payment has not been processed. If you have paid via Internet Banking, please follow the payment instructions in your Tax Invoice. It will take up to 1 business day for your payment to be processed. Please contact our customer service team if your payment still has not been processed after 1 business day

If you have changed your payment methods whilest processing your order, then your second payment will most likely not be processed by our system. Please contact our customer service team if this is the case, and we will process your second payment for you. 
 

How can I track my order? 

Once your order has been dispatched, you will receive an automatic 'Dispatch' email to your nominated email address containing your consignment number. This is your tracking number and it can be used to track your orders online.

You can also find your tracking number by logging into your online account and finding it in your order history details. Alternatively you can also retrieve your tracking details here.

Click here and enter your tracking number to see the latest updates on delivery. Please contact the courier customer support team for any tracking related enquiries. Their details can be found in the tracking link.
 

 

When can I receive my order? 

Alert Level 1: After your order has been 'Dispatched' and taken by the couriers, it will take 1-3 business days for addresses in Auckland and 2-5 business days for addresses outside of Auckland. Please add on an extra 1-2 business days for rural addresses.

Alert Level 2-4: Due to the many restrictions put in place, it will take 3-10 business days for addresses in Auckland and 4-12 business days for addresses outside of Auckland. Please add on an extra 1-3 business days for rural addresses.

Please contact the courier support team for tracking related enquiries if it is within the estimated delivery time frame. If it beyond this time frame, please contact our customer service team.
 

Why are there no tracking scans on my order? 

It can sometimes take a few hours for the tracking details to load, but rest assured that once your order has been 'Dispatched' the courier will be here to take it away in a few business hours. 

If you do not see any scans for more than 24 business hours,  please contact Best Nappies customer service immediately. 
 

Why has my card has been double charged?

Wifi connection, double clicking, and paymark payment issues are some of the few reasons behind this. The second payment will often show as a 'Pending Transaction' on your bank statement, and will be automatically refunded by either your bank/Paymark within 10 business days. If you find that there is still a second payment on your account after this period, please contact the customer service team for help.
 

Can I exchange/refund my order? 

Please see our Exchange and Return Policy for eligibility criteria. 
 

What should I do if I have received wrong item(s) on my order? 

Please send your order number, pictures of the courier label + box and pictures of the wrong/faulty item(s) you received to our customer service team. We will endeavour to get back to you within 2 business days.

 

What should I do if I have ordered wrong item(s) on my order? 

Please contact our customer service team with your order number and let us know what you have ordered wrong. If it has not been packed, then we can usually amend your order for you subject to our exchange policy.