Sylvanian Families Penguin Family

Change of Mind Returns

1. Ocare will allow a return where you have changed your mind, provided that the item in question is:

- returned within 14 days of receiving order;

- as new and is not used, worn, or opened and has all original packaging and tags in-tact (including any package seals (if any) being unbroken);

- in a resalable condition; and

- not damaged in any way.

2. We cannot accept change of mind returns on items that come in sealed packages or boxes where seals are damaged or broken. 

3. You will be responsible for the cost and risk of returning goods, including the cost of return shipping. If the item is not received by Ocare, you will not be eligible for a return. 

4. You may be provided with a refund only when the returned product is received, and it complies with the requirements outlined above.

5. If the returned item does not meet the conditions of this policy, you will be responsible for the cost of receiving your returned goods back to your nominated address.

6. Blind boxes are sold as mystery items; we do not accept returns or exchanges for unwanted styles, duplicates, or change of mind.

Returns are only accepted for manufacturing defects (e.g., missing parts, severe paint flaws). Please contact us within 7 days of receiving your order with photos.

Items must be returned in original packaging and condition. Unauthorised returns will not be accepted.

7. Please note: The original shipping fees are non-refundable when you change of mind, if it was free shipping, we will charge back the shipping cost and do the refund for the rest.

You can always contact us for any return questions at admin@ocare.co.nz.

 

Damages and issues 

Our quality control teams do inspect all deliveries to ensure the products you receive meet our exact quality standards. However, if you do receive a faulty, damaged or the incorrect product, please contact us to arrange a return delivery and a refund or exchange. The return must be received by OCARE within 14 days.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items, gift cards or overseas orders.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

1. New Zealand Delivery

 

Free Shipping

 

We offer free delivery within New Zealand on all orders over $100 NZD.

For orders under $100 NZD, a flat shipping fee of $6.99 NZD applies.

 

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Delivery Timeframes

 

Orders are typically delivered within 1–3 working days.

Most parcels dispatched Monday to Friday arrive overnight.

Please allow an additional 2 working days for rural addresses.

Delivery timeframes are estimates only and may vary during peak periods or public holidays.

 

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2. Delivery Services

 

Standard Delivery (Non-Signature Required – Default)

All orders are shipped via NZ Post using a non-signature required service by default.

If no one is available at the time of delivery, the courier may leave the parcel at your door or in a nearby safe location. If it is deemed unsafe to leave the parcel, a “Card to Call” notice will be left with instructions for collection or re-delivery.

By placing your order, you acknowledge that parcels may be left without a signature under this service.

 

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Signature Required Delivery (Optional Upgrade – $1.50 NZD)

 

If you prefer delivery with a signature required, you may request this service for an additional $1.50 NZD.

To request signature-required delivery:

1. Complete your order as usual

2. Email admin@ocare.co.nz immediately after placing your order

3. Include your order number and request signature-required delivery

4. We will provide payment instructions for the upgrade

Under this service, the parcel will only be delivered when signed for. If no one is available, NZ Post will leave a “Card to Call” notice.

 

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Authority to Leave (ATL)

 

If you have authorised Authority to Leave (ATL) with NZ Post, this may override signature requirements.

If ATL is active and a parcel is left unattended, we may be unable to lodge a compensation claim if the parcel is lost or stolen.

You may update your ATL preferences directly with NZ Post.

 

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3. Lost or Missing Parcels (New Zealand)

 

If your parcel has not arrived within the expected timeframe, please:

• Check your tracking details

• Confirm your delivery address is correct

• Check with household members or neighbours

• Look for a “Card to Call” notice

If your parcel is marked as delivered but cannot be located, it may have been left in a safe location or delivered under ATL.

If a parcel is confirmed lost in transit (not delivered), we will lodge an investigation with NZ Post.

If the courier confirms the parcel is lost, we will offer either:

• A replacement (subject to stock availability), or

• A refund

We are unable to accept responsibility for parcels confirmed delivered by the courier, including safe drop or ATL deliveries.

For higher-value orders, we recommend selecting signature-required delivery.

 

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4. International Orders

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Customs, Duties & Taxes

 

International shipments may be subject to:

• Import duties

• GST / VAT

• Customs clearance fees

• Handling charges

These charges are determined by the destination country’s customs authority and are not included in our product or shipping prices.

All customs duties and taxes are the responsibility of the recipient unless otherwise agreed in writing.

We recommend checking with your local customs office before placing your order.

 

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High-Value Shipments

 

Shipments exceeding a country’s formal clearance threshold (for example, AUD 1,000 in Australia) may require additional customs documentation and processing.

Customers may be contacted directly by the courier or customs authorities for payment or documentation.

 

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International Delivery Delays

 

We are not responsible for delays caused by customs inspections, regulatory processes, or peak shipping periods.

 

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Refused or Unclaimed Shipments

 

If an international shipment is refused due to unpaid customs charges:

• Return shipping fees will be deducted from any refund

• Any customs penalties or administrative charges may apply

• Original shipping costs are non-refundable

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Final Notice

 

Once a parcel is marked as delivered according to courier tracking confirmation, it is considered delivered.

If you have concerns about delivery security at your address, we strongly recommend selecting signature-required delivery.