FAQ
FAQ
If you have a question about your order, we've created this list of frequently asked questions to assist you. We hope you find it helpful! If not, don’t hesitate to contact us.
1. How long will it take to receive my order?
The average delivery time is 6–12 working days. At Silver Shores Tasman, we care about the environment and aim to contribute to a better world. To minimize our environmental footprint, we consolidate orders and ship them once we reach our minimum order quantity. We appreciate your understanding and support in helping us make a positive impact.
2. How can I track my order?
Once your order is shipped, you’ll receive a tracking number via email. You can use this number to track your package on our tracking page. Please check your spam or junk folder as our emails sometimes land there. Note that it may take a few working days for the tracking system to activate.
3. I haven’t received my package after 12 working days. What should I do?
We’re sorry for the delay. Have you checked your tracking code? Sometimes packages are delayed due to customs checks. Please wait an additional 3 days, as in 99% of cases, the package will still arrive. If you’ve waited 5 working days plus the extra 3 days and still haven’t received your package, please contact us so we can resolve the issue together.
4. Can I cancel or change my order?
We understand that plans can change. If you need to cancel or modify your order, contact us as soon as possible. We’ll do our best to accommodate your request, but please note that changes may not be possible once your order has been processed.
5. Do you offer refunds or exchanges?
We want you to be fully satisfied with your purchase. If you’re not happy with your order, please contact us within 14 days of receiving your package to arrange a refund or exchange.
6. What payment methods do you accept?
We accept all major credit cards, including Visa, Mastercard, and AMEX.
7. How can I contact customer service?
You can reach our customer service team via email at info@silvershores.co.nz. Our contact details are also available on the Contact Us page on our website.