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Frequently Asked Questions

General Inquiries

How can I reach you?

For help with your order and general inquiries, contact us at support@eugy.com. 
There's a human behind each response, so please allow up to 48 hours for us to get back to you.

What changes are being made to EUGY's packaging?

We are updating our EUGY packaging to feature key information in English, Spanish, French, and German. This update will improve accessibility and make our products more recognisable to our diverse global customers. During the transition, you may receive both the current English-only packaging and the new multilingual version.

General Inquiries

Orders

What are the shipping costs?

Please refer to our Shipping terms, where you’ll find our shipping rates. If your country is not listed in the shipping rate chart, please contact support@eugy.com.

Do I have to pay customs fees?

International delivery can be subject to customs or import duties at the point of destination. In these circumstances, please be aware that it is the customer’s responsibility to pay any charges associated with releasing the goods from shipment. Unfortunately, we are unable to estimate these charges, so we encourage you to contact your local customs office for further information.

What if I need to change my order?

Please email us at support@eugy.com as soon as possible if you would like to change or cancel your order. We'll do our best to process your request. Please note that Dodoland cannot accommodate item changes or delivery address changes once a shipping label has been created.

How long is the delivery time?

NZ Post takes up to 15 working days, while DHL takes 7 working days. Delivery times can vary based on location, but rest assured, we aim to deliver your order promptly.

How can I check my delivery status?

Your track and trace number will be emailed to you once your order has been dispatched. To track your order, have your track and trace number handy visit:

NZ Post  https://www.nzpost.co.nz/tools/tracking 
DHL  https://www.dhl.com/nz-en/home.html 

Will I have to pay extra taxes or duties on international orders from dodoland?

Yes, international orders might have additional local taxes or duties. Dodoland is not responsible for and has no control over these charges.

My parcel arrived damaged, what do I do?

I'm sorry to hear that your parcel arrived damaged! To resolve this, please contact us at support@eugy.com as soon as possible. Provide us with your order details and, if possible, photos of the damage. Our support representative will guide you through the necessary steps to resolve this issue swiftly.

What if my item is lost or stolen?

If your item has been marked as "delivered" but has not arrived, please allow a few additional business days for it to show up. Packages are frequently scanned as "delivered" when, in fact, they are still en-route.

Please note that Dodoland is unable to replace lost or stolen items. To reduce the risk of errors, be sure to use the correct mailing address and track your shipment. We will file a claim on your behalf in the case of issues with your delivery, but we recommend that you also reach out directly to the courier to file a claim for your package in the event that it is lost.

I have a missing or damaged puzzle piece; what should I do?

We understand the frustration caused by a missing or damaged puzzle piece. If this happens and you’ve purchased the model from EUGY.com, we’ll send you a replacement piece without question. 

Please send an email to support@eugy.com, and reference your purchase order number. 

What if I’m interested in placing a larger order?

Great idea. To purchase a large order for a special project or occasion, contact us support@eugy.com.

Orders

Returns

What’s your return policy?

We handle returns and replacements on a case-by-case basis with the ultimate objective of making our customers happy! If you need help with a recent purchase made from EUGY.com, please read through our returns and refund policy. Please note that any refund provided will exclude the shipping fee.

If you purchased the EUGY product from a retailer or distributor, please contact them directly for help with returns and replacements.

Returns

Wholesale

Are EUGYs available for wholesale?

Please contact sales@eugy.com if you’re a retailer interested in selling our EUGY products or becoming a distributor.

Whlesale
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