Help! My order is lost/hasn’t been delivered?Updated a month ago

We are sorry to hear that your order hasn’t been delivered. While we do our best to ensure your package is delivered quickly, once it leaves our hands, delivery times are controlled by the carrier.

Steps to Take:

• Contact the Carrier:
• Use the tracking number provided when your shipment was fulfilled to contact the carrier directly about the status of your delivery.
• You can find the carrier and tracking information in your Zoomlite account or in the shipping confirmation email.
• Contact Us:
• If you still need assistance, email us at [email protected] with your order number in the subject line. Our customer support team will do their best to help from our end.

Additional Information:

• Australia Post Delivery Times: Although Australia Post quotes us 2-15 business days for standard delivery, they may not always deliver within this timeframe. If your tracking number shows a 'delayed' delivery date and your order isn’t delivered within 20 days, please contact us.
• Launch an Investigation: If necessary, we can launch an investigation with Australia Post or the relevant carrier. Please note that the timeline for investigation outcomes can vary from courier to courier. We’ll do our best to help with a timely resolution.

If you have any further questions or need assistance, please reach out to our customer service team. We're here to help!