FAQs

Questions? Not a problem; below are a list of our most frequently asked questions. Can’t see what you’re looking for? Feel free to contact us via. e-mail (info@ctomi.com) or phone (09 478 8200) and we’ll be happy to help.

Help Topics:

  • General questions
  • Ctomi Club
  • Purchasing products online 
  • Product delivery 
  • Product issues / problems

GENERAL FAQ’S:

Why should I order products from Ctomi?

We’re a proud New Zealand company Located on the North Shore of Auckland, we’re a team of kiwis with several decades of experience in the supplement and skincare industries. All of our products are made here in New Zealand and are backed by years of research and development- we’re committed to helping you build your legacy

We offer free NZ delivery on orders over $59

No weight or size limits

Knowledgeable, committed customer service

To us, you’re not an order number. You’re a valued customer and we treat you like one. All e-mails receive a response within 24 hours and phone calls are promptly answered during business hours. 

Will you ever stock other brands?

Not at this stage. We’re committed to the development and research of products under our own Ctomi brand

How do I join Ctomi Club?

Simply click here and fill out the registration form. Check your e-mail for our verification message, verify your account and you're good to go. 

How can I stay informed about special offers and new products?

By joining Ctomi Club, you will automatically receive special offers and information on new products via. e-mail. We also often run exclusive members sales days, with savings of up to 40% on all products. We let all members know via. e-mail a couple of days in advance. 

How can I send my order as a gift?

Our Ctomi products make the perfect gift for any occasion throughout the year. To send products as a gift, simply enter the gift recipient’s details into the delivery form when making an order.

What about gift vouchers?

We’re afraid we don’t offer gift vouchers at this point in time. Join our Ctomi club for the latest news and we’ll let know you when Ctomi gift vouchers become available.

Do you offer further discounts for bulk purchases?

Yes we do. If you’re looking to purchase at least 50 units of any particular product, contact our office direct (09 478 8200 / info@ctomi.com) and we’ll get you sorted.

Can I review a product?

Sure! At the bottom of each individual product page, you’ll see a tab marked “customer reviews”. Click “write a review”, fill out a review and submit. Reviews generally appear on the website within 24 hours of being submitted.

CTOMI CLUB FAQ’S

How do I join Ctomi Club?

Simply sign up here, verify your e-mail via. the activation link and you’re ready to go.

Is there a yearly subscription fee for Ctomi Club?

There is no yearly subscription, club membership is free

I’m making a return visit but am not sure where to log into my Ctomi Club account?

The top banner of our site has a login bar. Simply enter in your username + password and you'll be good to go

How large are the club discounts during sales days?

Between 20-40%

Are discounts available on top of special promotions?

Discounted pricing is applied to our full-priced range and excludes any special deals or sales.

How does shipping work for club members?

You will receive a series of shipping options per order depending on your preference- this will be displayed during the order confirmation process.

What if I need to send my Ctomi products overseas?

Simply enter the final intended address / country during purchase and we’ll automatically calculate the best rates for you. Simple!

Will I receive spam mail from Ctomi once I join the club?

We will send you 1-2 e-mails per month with additional news or offers that may be relevant to you. You are welcome to unsubscribe at any time

PURCHASING PRODUCTS ONLINE FAQ’S

Is it safe to order online?

Our Ctomi website is as safe and secure as a website could possibly be. We use SSL, do not store your credit card details, and all payments are handled by a fully hosted, secure, PCI compliant third party.  Our SSL technology scrambles your personal details (including credit card information) so that other computers aren’t able to read or take advantage of your information. If you’re a club member and you’re accessing our website via. a shared computer or smartphone, make sure you logout after use- this will ensure others who use the shared device can’t access your account.

How can I pay?

Our checkout accepts credit cards (Visa, Mastercard) and debit cards (Visa, Mastercard).

When do you charge my credit / debit card?

Your card will be charged once you have clicked the “Place Order” button and the “Order Success” page shows on screen. The charge should show up on your credit card statement overnight but in some cases may take 2-3 days. Please ensure you have sufficient funds on your credit / debit card before ordering.

How can I cancel my online order?

If you’d like to cancel your order for any reason, please contact our helpful customer service team on 09 478 8200 or via. e-mail at info@ctomi.com. Please have your order number handy and we’ll sort this out for you immediately.

I’m a Ctomi club member- how can I change my online password?

Don't worry- this happens all the time! Simply head to our login page and click "forgotten password?". From there, you'll be sent an e-mail with a link to reset your password.

DELIVERY FAQ’S

What will I be charged for delivery of Ctomi products?

Once you input your final address information, a delivery charge will show on screen. Generally, our shipping is as cheap as chips, with a couple of bucks added on if you're at a rural address.

Once I order- how long will it take for products to arrive?

For customers in the North Island, most packages will arrive the next working day. For customers in the South Island, it will generally take two days. Products are sent via. CourierPost and a signature is required upon delivery.

Can I ship Ctomi products overseas?

Yes you can, simply choose the country of delivery in the drop-down menu at the checkout and enter the final address. Please be aware of customs and tax charges for the country you are sending to.

What about the currency / exchange rate?

Because we are a New Zealand company, all products are charged in NZD. If you go into our product pages, you’ll see that by the “add to cart” button, there is a link to a conversion rate table. This will allow you to accurately estimate total pricing in your local currenty. The exchange rate table is updated weekly.

Can I purchase products via. WeChat Pay or AliPay?

Yes you can. Please proceed to the checkout as normal and these options will appear.

Can I send multiple Ctomi shipments at the same time? 

We process one order at a time, so multiple shipments will need to be placed as separate individual orders, each with their own address and contact details. 

Can I track my Ctomi shipment?

Yes you can. Upon order, you'll receive a personalised e-mail from us with a link to your personalised tracking page. Keep the link and check back daily for updated tracking information.

What happens if my parcel doesn’t arrive on time?

Most New Zealand shipments arrive within 1-2 days. All parcel deliveries require a signature, so if a parcel hasn't turned up in a few days, check your letterbox for a calling card. If there is still an issue with delivery on your online tracking page, contact us at info@ctomi.com / 09 478 8200 and we'll send you a replacement package out straight away.

Important overseas customs information

If you're shipping your goods overseas, please be aware of local customs and import regulations. Where we can, we'll endeavour to answer any questions you may have regarding this process, however it's not possible for us to understand the procedures for every country. For people who are sending our goods overseas for the first time, we suggest you visit the country's local customs office, where they will make you aware of any possible charges upon arrival.

PRODUCT ISSUES FAQ’S

The product I ordered is no longer needed- how can I return it?

For products that are unopened and unused, we offer a full, 30-day refund. Feel free to get in touch with our outstanding customer services team (info@ctomi.com / 09 478 8200) and we’ll give you full instructions on how to return the product and receive your refund.

My product arrived to me damaged- what do I need to do to get a refund?

For products that are damaged and unusable in any way, we offer a full, 30-day refund or replacement service. Feel free to get in touch with our outstanding customer services team (info@ctomi.com / 09 478 8200 ) and we’ll discuss your options with you.

My package has yet to arrive. What should I do?

If your package has taken over 3 days to arrive, first check the latest update on your personalised tracking link. Our packages need to be signed for so chances are it was delivered but nobody was home. If that's the case, there will be a calling card in your letterbox and you'll need to collect the package from your nearest CourierPost collection point. If delivery is showing as held up for any reason, please contact CourierPost (0800 268 743) and they will help you out. If there are still issues, please contact us direct (info@ctomi.com / 09 478 8200) and we'll get some replacement product out to you straight away.

My overseas package has yet to arrive. What should I do?

This situation may be a little more complex- please get in touch with our customer services team (info@ctomi.com / +64 9 478 8200) and we’ll look into this for you right away.

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