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Help · Orders & delivery

Production and delivery

What happens once an order is with STIL LAB, how it reaches your customer, and how you follow it.

Once an order is with STIL LAB, STIL LAB prints it in-house in Waiouru (a framed piece is then framed to order), and packs and ships it to your customer in your name. Your name is on the packing slip, and nothing in the parcel says STIL LAB.

Following an order

  1. Open Orders and the order. Its steps show where it is: Sent to STIL LAB, Being made, On its way and Delivered.
  2. When the parcel has left, the order shows the date and its tracking number. Where the number is a link, press it to follow the parcel.
  3. The Production tab of Orders lists everything STIL LAB is making for you, with filters such as Being made, Sent and Complete. Open an order there to see its parcels.

How long it takes

A print is usually sent within 5 working days. A framed piece usually takes 1–2 weeks to make before it is sent. Your order's steps show where it is.

Delivery

  • Your customers pay STIL LAB's NZ Post tracked shipping at checkout, worked out from their order and their address.
  • New Zealand addresses only, for now. A rural delivery (RD) address costs a little more.
  • A piece larger than a standard matted A1 is too large to send automatically, so it can't be bought online. Your website says so beside it and asks your customer to get in touch with you.
  • Your customer is emailed when their order is on its way.

When STIL LAB pauses an order

Sometimes STIL LAB has to stop an order before it is made: for example, if the photograph won't print at the size ordered, or something ordered is no longer available. The order shows Paused by STIL LAB. Open it to see the reason.

Good to know

  • A test-mode order is held, not made, unless STIL LAB has arranged the test with you.
  • See STIL LAB's side of this order on an order's page opens it on the Production tab, with what you pay STIL LAB for it.

Go to Production

  • What each order status meansEvery order on your Orders page has one status. Here is what each one means, and what happens next.
  • Sending an order to STIL LABNothing is made until a paid order is sent to STIL LAB. You send each one yourself, or turn on automatic sending in Settings.
  • Cancellations and refundsRefund a paid order from its page. Before you send it to STIL LAB, STIL LAB's charge comes back with the refund. After, it may not.

Still stuck? Email support@stillab.co.nz