There are a number of reasons why your order may not have shipped. Shipping your order as quickly as possible is of the utmost importance to us and you can rest assured we’ll be doing everything we possibly can to hurry things along.
Your item is not in stock
We can only dispatch items that are in stock in our warehouse. Items that are Special Order or In Stock with Supplier need to be ordered and delivered to our Auckland-based warehouse before they can be dispatched and delivered to your address. Learn more about stock statuses.
All items listed for sale on Mighty Ape have a stock status and a delivery estimate. Please check this first as the delivery of your item may be within the estimate.
There is a problem with your credit card
You will receive an email and a message will be displayed in My Account if there is a problem with your credit card. Common problems include incorrect card details, expiry dates that have passed and insufficient funds.
Please allow 1–2 hours during normal business hours for us to re-try your credit card if there has been a problem. Alternatively, you're welcome to get in touch and let us know when you have updated your card and we'll make sure this goes through okay! Contact us here.
Payment has not been received
If you’re paying for your order by bank deposit it’s possible that we have not yet received your payment. Please double check that you included a reference with your payment as we are unable to reconcile payments to orders without a reference.
Payments by bank deposit take 1–2 business days to appear in our bank account.
An Out of Stock item is holding up the rest of your order
If you selected “Group my items to minimise delivery costs” in the Checkout, your order will not ship until all the items in your order are in stock in our warehouse and ready to ship. When placing your order, you will be provided with an estimated shipping date based on the stock availability of all items ordered and their respective arrival dates.
If you’ve changed your mind and want us to deliver each of your items ASAP, please contact us and we’ll be happy to update your order.
Your order is incredibly important to us and our dispatching times are typically lightning quick! Unfortunately, on rare occasions, our warehouse can be hit with a large influx of orders or staffing levels can be affected by illness. This can sometimes slow down our dispatch times but rest assured our warehouse monkeys will be working hard to get this sorted right away!
Further Information is Required
It's possible that we may have contacted you for more information or are trying to confirm something with you prior to dispatch. Please check your Spam or Junk folders to ensure you haven't missed any important emails.
If you can't find the reason your order is being held up in the reasons above, or are still concerned about the status of your order, please don't hesitate to get in touch and we would be more than happy to help out! Please contact us here.