Questions?
What is pre-order?
When demand for a product exceeds its availability, we offer pre-order options to allow customers to reserve items before they are restocked. This typically occurs when an item sells out prior to the arrival of the next shipment at our fulfillment centre. The expected arrival date will be displayed on the product page, and all pre-orders will be shipped on that specified date. This ensures that customers can secure their desired products and receive them as soon as they become available.
How does shipping and delivery work?
Once your order is placed, our team will promptly process and prepare your item(s) for dispatch. Please allow up to 72 hours for order processing and packaging. After this, your items will be shipped and typically delivered within 2-8 business days**.
Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number, allowing you to monitor the progress of your order.
**Delivery times may vary depending on your location and other factors such as public holidays or unforeseen delays.
How do I track my order?
Once your order has been handed over to the carrier, you will receive a shipping confirmation email containing a “Track Your Order” button. Simply click on the button to access our tracking page and monitor live updates on the status of your delivery.
If you have not yet received your shipping confirmation email, it is possible that your order is a pre-order, as noted on the website at the time of purchase. Please refer to your original order confirmation; you will not receive a shipping confirmation email until the pre-order item is ready for dispatch on the specified date.
I think my order is lost/hasn’t been delivered?
If you believe your order may be lost in transit, please note that while our carriers typically estimate delivery within 2-8 business days, unforeseen circumstances can sometimes cause delays beyond this timeframe. In such cases, your tracking number may reflect a “delayed” delivery status.
If your order has not arrived within 20 days after dispatch, we recommend contacting the carrier directly through the tracking page for further assistance.
How do I use a discount code?
To use a discount code, please navigate to your cart page or the checkout page. You will find a designated box where you can enter your promo code. After entering the code, be sure to click the ‘Apply’ button to apply the discount to your order.
What currency is the store in?
All prices on HIOS Oceania are displayed in New Zealand Dollars (NZD). If you are located outside of Oceania, please navigate to the top of our website and select your country. You will then be redirected to the appropriate pricing for your region.