At Tandem, we will do everything we can to get your order to you as quickly as possible so you can start enjoying your products.
- Flat-rate shipping New Zealand / Australia wide.
- We usually send orders within 1 to 3 working days (it may take a little longer during peak sales periods).
- You will be notified by email (and, if selected, SMS) when your order is dispatched, and your tracking number will be supplied.
- New Zealand orders usually arrive within 3–5 working days of dispatch, depending on the delivery region and the shipping option selected at checkout.
- Australian orders ship from our Melbourne warehouse and usually arrive within 3–10 days, depending on your state.
Frequently Asked Questions
Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact our Customer Experience Team as soon as possible at hello@tandem.pet. We will do our best to accommodate your request, but we cannot guarantee changes once an order has been processed.
Do you offer international shipping?
Currently, we do not offer international shipping and only ship within New Zealand and Australia. We are actively exploring options to expand our shipping services and will announce any updates on our website and through our newsletter.
What happens if my package is lost or damaged during transit?
If your package is lost or damaged, please contact our Customer Experience Team as soon as possible at hello@tandem.pet. We will work with the carrier to resolve the issue and, if necessary, send out a replacement or process a refund.
Can I combine multiple orders to save on shipping costs?
Unfortunately, we are unable to combine multiple orders once they have been placed. Each order will be shipped separately and incur its own shipping charges.
Can I request a specific delivery date or time?
While we cannot guarantee a specific delivery date or time, you can choose from our available shipping options to find one that best suits your needs. Once your order is shipped, you can contact the carrier to inquire about any additional delivery options.
