Late or Missing Deliveries

Expected delivery timeframes

Once your order ships, here are the typical delivery windows:

large and freight items are delivered on weekdays during business hours only. Delivery times may also be longer during busy periods and public holidays.

How to check your order status

When your order ships, you’ll receive a dispatch confirmation email with tracking details. You can use the tracking link in that email to follow your delivery in real time.

If you haven't received a dispatch email, your order may still be processing. Get in touch and we'll give you an update on when to expect it.

My delivery is late

Sometimes deliveries run a bit longer than expected, carrier delays, weather, or high demand. If your order is past the estimated delivery window:

1. Check your tracking link: the latest status update will show where your parcel is.
2. Allow a little extra time: tracking can sometimes take a day to update after each scan.
3. Contact us: if your tracking hasn’t updated in more than two business days, or your delivery is well overdue, let us know. We’ll investigate with the carrier on your behalf.

You never need to contact the carrier yourself. We handle all carrier communication for you.

Tracking says delivered, but I haven’t received it

If your tracking shows “delivered” but you don’t have your parcel, try the following:

• Check around your property, the courier may have left it at a door, in a porch, or in another safe spot.
• Ask other people at your address if they accepted the delivery.
• Check with your neighbours. It may have been left next door.

If you still can’t find it, contact us with your order number and we’ll open an investigation with the carrier. We’ll keep you updated throughout the process.

After a delivery is marked complete

Once a delivery has been successfully made and signed for (or left in a confirmed safe place), the parcel becomes your responsibility. Unfortunately, Trade Tested and our delivery partners aren't able to refund or replace items that go missing, get damaged, or are stolen after they've been delivered to your property.

That said, if something doesn't seem right (for example, tracking says "delivered" but you have no record of it arriving), get in touch and we'll open an investigation with the carrier. Often there's a simple explanation (left with a neighbour, delivered around the side, etc.) and we'll work through it with you.

I’ve only received part of my order

Some orders are shipped in multiple parcels, which may arrive on different days. Common reasons include:

• Batteries and chargers are classified as dangerous goods and must be shipped separately.
• Large orders may be split across multiple shipments for safe handling.

Check your dispatch email. You may have received separate tracking numbers for each shipment. If you’re unsure whether all parts have been sent, contact us and we’ll check for you.

Missed a freight delivery?

If you weren’t home when a large item delivery was attempted, the carrier will usually try to rearrange delivery or hold your parcel at their local depot for collection.

You’re also welcome to collect your order from our Auckland or Christchurch showrooms if that’s more convenient. Just let us know and we’ll arrange it.

Contact us

Delivery late or missing, or got a question about your order? Get in touch:

• Email: support@tradetested.co.nz
• Phone: 0800 800 880
• Live chat: Available on our website
• Hours: Mon–Sat, 9am – 5pm

Please have your order number ready when you get in touch. It helps us look into things quickly for you.