SHIPPING AND DELIVERY

SHIPPING & DELIVERY

Due to the corona virus pandemic and transitioning into 2021, consider that there will be delivery delays to your order. We suggest to avoid disappointment to either contact us to change your delivery options or to order in advance. As the postal networks work hard to manage parcel volumes, border restrictions and flights between countries being limited, we appreciate your patience and understanding. 

Our shipping prices include postage, handling, surcharges and the care taken to make sure your DOSI BY TOTORU ORDERS are well packaged safely for delivery. All product and shipping costs are shown in both Australian / New Zealand Dollars.

PROCESSING

Please allow up to 3 business days for the processing of your order - this does not include time for shipping. Shipping timings are indicated below and are guidelines provided by NZ Post and AUSPOST.

All orders are processed in the order in which they come in. We only send once a week to save travel, petrol and because we are outside of the courier zone.

 

PRE-ORDERS

Please note "Pre-orders" are for products that are not yet available until stock arrives. Once they arrive you will be the first to get those particular products to avoid missing out. Pay in advance for new products. Because our products sell out fast this is the best option to avoid disappointment. Many of our products we may only make them available for a limited time. We only allow a restock if the demand is there from customers. (More than 10 asking for a old product to come back)

 

NEW ZEALAND

  • COURIER POST PARCEL (with tracking)
  • STANDARD POST (Under 500g) $18.20, (Over 500g) $24.00
  • EXPRESS POST (Under 500g) $27.00), (Over 500g) $33.20
  • FREE SHIPPING on orders of $150 or over. Orders that qualify for 'free shipping' will be sent via Courier Post Parcel (with tracking) service.

AUSTRALIA

  • INTERNATIONAL AIR SATCHEL (with tracking)
  • STANDARD POST (Under 500g) $10.00, (Over 500g) $13.00
  • EXPRESS POST (Under 500g) $12.50, (Over 500g) $16.20
  • FREE SHIPPING on orders of $150 or over. Orders that qualify for 'free shipping' will be sent via International Air Satchel (with tracking) service.

REST OF THE WORLD

  • INTERNATIONAL AIR SATCHEL (with tracking) - for a flat rate of $20, tracked international shipping to the rest of the world can take 7-21 working days depending on the destination country. This flat rate includes surcharges due to COVID-19.
  • FREE SHIPPING on orders of $150 or over. Orders that qualify for 'free shipping' will be sent via International Air Satchel (with tracking) service.

 

IMPORTANT THINGS TO NOTE

  • It is your responsibility to provide the correct address details at checkout. If an incorrect postal address is provided and the item is returned we will need to charge you postage costs once again to resend the item. Please double and triple check your postal address details to avoid any disappointment or delay getting access to your DOSI BY TOTORU MERCH
  • At this stage our International shipping service does not offer tracking. If your parcel is still not with you after 14 business days from shipment confirmation please get in touch at dosibytotoru@gmail.com using your order number as reference. 
  • Packages can also be held up in Customs which add delays to delivery timeframes specified.
  • For international orders we include any VAT or any other tax charges in your country.
  • In accordance with Australia and New Zealand Customs law, all parcels will be marked ‘Sale of Goods’ and the value listed.
  • We use Auspost, New Zealand Post and Courier Post for our postal services and request pick up of parcels Monday - Friday, no weekend or public holiday courier pick ups.

*DUE TO COVID RESTRICTIONS PLEASE EXPECT DELIVERY DELAYS

FAQ'S

  • What are PRE-ORDERS?

    Pre-orders is buy before they are released that way you get the product before everyone else. Pre-orders can take between 3 to 4 weeks for arrival. If they do arrive early we fast track to send them to you.

  • How long are the processing times?

    Payment processing takes three working days before it goes into the account.

    Preparation of your order once payment goes into our account we start preparing your order

    If stock hasn't arrived it can delay preparations. We only send your order once we have all items together.

  • Insurance on orders

    All orders are insured in case they are stolen or damaged during their journey to you.

    If this does happen please understand there is a process we have to follow and we will have to ask you questions to get the best outcome possible to get compensation from the couriers and get replacement products for you.

  • Faulty products (Within 30 days of purchase)

    We do have a process

    1. Take pictures of the faults

    2. Send an email to us with pictures of the faults

    3. We will contact you via email presenting options for compensation

    4. We ask you to send back the faulty products (You will be compensated for the expense)

    We do ask for your patience as we do have to follow procedures. As we do have staff and it is part of their job to get the necessary information to process as quickly as possible.

  • Couriers

    Please double check to make sure 1. Your tracking is correct 2. That you contact the couriers before you contact us. The only time we can intervene is when 1. Your order was suppose to arrive but went to the wrong address 2. It was confirmed arrived but not there 3. The courier has not contacted you before they arrived (That is a requirement that they contact you before arrival) 4. Your order was damaged while in the hands of the couriers 5. The waiting time is too long and you've had no contact from the couriers

  • Customs

    For our customers that have ordered from overseas. Please note if you ask us to contact customs while your parcel is being inspected. This can delay the arrival of your order. We understand you want your order. We suggest ordering early to avoid disappointment.

  • Before you buy

    Please double check sizing, design and materials of the product before you buy. This is to avoid disappointment if you're not satisfied.

  • Taking care of your products

    For PU Leather - We recommend maintaining the quality of your peke to get a care kit or (Olive oil, or coconut oil) and doing maintenance at least once a month dab lightly all over to wipe excess and leave to dry this is to prevent peeling and cracking the PU Leather.

    For whakakai (earrings) - Water and liquid soap is fine for acrylic with microfiber cloth.

    Kākahu - Please wash separately the first time after wearing it to avoid fluff going onto other kākahu

  • Mistreatment of our staff

    Our staff are our whānau. We understand at times it can be hoha with processes so we ask you for your patience. Mistreatment of our staff will not be tolerated. If they are threatened in any way by aggressive customers we will follow the necessary processes in your city, state, or country you are in. This is in accordance with legislative requirements. Our staff also have the right to refuse to serve customers who present threatening behaviour.