Customer Help (FAQ)


Orders and Shipping

How long does it take for me to receive my order?

Orders are typically processed within 1-2 business days.
Transit time is typically between 5-7 business days.
Therefore, it will typically take an estimated total of 6-9 business days to receive your order.

How do I create an account?

Click on the 'My Account' icon at the top right corner of our website and follow the registration prompts.

How do I change my shipping address?

Log in to your account, navigate to 'Account Settings,' and update your shipping information accordingly.

How do I track the status of my order?

Once your order is shipped, you'll receive a tracking number via email. You can also track your order in the 'Order History' section of your account.

Will you keep my credit card information on file?

We prioritize your security first and do not store credit card information without your consent. You may choose to save your payment details for future purchases during checkout.

Do you charge sales tax?

Applicable sales tax will be calculated and displayed at checkout based on your shipping address.

Do you ship internationally?

Currently, we ship only within the Continental United States. However, we are working on expanding our shipping destinations in the future.

Will my items come in one package?

Depending on product availability and warehouse locations, items in your order may arrive in separate packages.

 



Returns and Exchanges

What is your returns policy?

We offer a 30-day return policy from the date of delivery.

  • For a change of mind: You can return new, unused items. You will be responsible for the return shipping cost.
  • For defective, damaged, or wrong items: We will provide a free prepaid return label for you.

For complete details, please read our full Refund & Returns Policy.

I received the wrong item.

We apologize for the inconvenience. Please contact our support team at info@tradeloka.com within 30 days of delivery with your order details, and we will provide a free prepaid return label to resolve the issue promptly.

My order arrived damaged.

We're sorry to hear that. Please reach out to us at info@tradeloka.com within 30 days of delivery with photos of the damaged item and your order number. We will provide a free prepaid return label and work to resolve the issue.

Do you accept exchanges?

No, we do not accept exchanges. If you need a different item, you can return your original purchase for a refund and place a new order for the desired item.

Where should I mail my authorized return?

After your return is approved by our team, we will email you the specific mailing address for your return. Please do not send returns to our business address listed on the website; use only the address we provide in your authorization email.

How do I receive customer support?

You can contact us via email at info@tradeloka.com

Our support hours are: Mon to Fri - 9am to 5pm NZST

What do I do if I entered an incorrect shipping address?

If your order hasn't been processed yet, please contact us immediately to update your shipping information.

Can I change or cancel an order after I've submitted it?

We process orders quickly, but if you contact us promptly after placing your order, we may be able to accommodate changes or cancellations.

Can I pre-order an item that is sold out?

Currently, we do not offer pre-orders for out-of-stock items. Please sign up for restock notifications on the product page to be informed when the item becomes available.




Contact Us

For more questions and help please contact our customer service via:

  • Email: info@tradeloka.com

  • Head Office Address: 6 Nikau rd, Otahuhu, Auckland, 1062, New Zealand