Track Your Parcel, Re-Grab a Printable PDF, or Claim Our 1-Photo Guarantee.
We're parents and engineers in Hobsonville, Auckland — we treat every order the way we wish every online store treated ours. Pick what you need below and a real human sorts it fast.
📍 Where's My Order?
Instant Printable PDFs: Emailed immediately after checkout ($0 shipping). Checked Spam/Promotions and still can't spot it? Pop your email in the form below and we'll resend your direct vault link right away.
Physical Gear & Custom Prints: Tracked NZ courier arrives in 2–5 business days ($7.90, free $99+); Australia arrives in 3–6 business days ($9.90, free $99+). Open the tracking button inside your Shopify shipping confirmation email anytime for live scans.
📸 The 1-Photo Faulty Swap
If anything under $80 NZD arrives cracked by a grumpy courier van, missing a part, or misprinted, do not waste your Saturday queuing at the post shop.
Email 1 clear photo to hello@store13.co.nz (or submit your order # below) within 30 days — we ship a free replacement or refund 100% straight back to your card.
🔄 30-Day Returns & "Oops" Reprints
Unopened Gifts: 30-day change-of-mind returns on all non-custom items. Submit your order # below and we'll email your private NZ/AU return hub RMA slip within 1 business day.
Custom Name Typo Rescue: If we misprinted it, free reprint on us. If you typed "MAYA" as "MYAA" at 11 PM, grab our 50% Off Reprint Rescue Code so nobody gets teased at school.
30-Second Order Help & Claim Form
Every message goes straight into hello@store13.co.nz and alerts our Auckland desk. Most replies land the same business day.
- ✓ Faulty / Damaged: Mention what broke (you can reply to our confirmation email with 1 photo).
- ✓ Missing Printable PDF: Tell us which game title or order # and we'll resend your A4 PDF link.
- ✓ NZ Consumer Guarantees Act & ACL: Your statutory rights always apply in full.
Stuff Parents & Gift-Buyers Actually Ask Us
Run by real humans in Hobsonville, Auckland (Thirteenth Element Limited, NZ Co. 9442729). Need a hand, a parcel check, or a custom rescue? Visit our Track & 1-Photo Help Hub or write to hello@store13.co.nz.
Wait — what does "ESTD. AT SOME POINT" mean? Are you a real NZ company?
Very real! Store 13 is owned and operated in Hobsonville, Auckland by Thirteenth Element Limited (NZBN 9429053797261 · GST 149-134-891). We build serious architectural engineering by day and run Store 13 because shopping for kids, teens, and family weekends should actually make you smile.
How fast does courier delivery arrive in New Zealand & Australia?
Tracked NZ courier is $7.90 (2–5 business days) and tracked Australia courier is $9.90 (3–6 business days) — or $0.00 FREE automatically when your cart hits $99+. All 14 Printable Escape Rooms & Mystery Hunts deliver instantly by email for $0 shipping even at 7:45 PM on a rainy Saturday.
What happens if something arrives broken, missing a piece, or misprinted?
Zero post-shop torture. Under our 1-Photo, Zero-Drama Guarantee, if any item under $80 turns up damaged, faulty, or misprinted, just send one photo via our 30-second Help Hub or hello@store13.co.nz and we dispatch a free replacement or 100% refund immediately — you don't even have to wrap up the broken bits.
What if I wasn't caffeinated and spelled my own child's name wrong on custom gear?
It happens to the best Moms and Dads! If we misprint it, we reprint it 100% free. If you accidentally typed "LOE" instead of "LEO", message us within 14 days for a 50% Off "Caffeine Hadn't Kicked In" Reprint Rescue Code so nobody starts Term 1 with a new nickname.
Can I return an unopened gift if they already have one?
Yep — 30-day unopened change-of-mind returns on all non-custom physical gear, backed in full by the NZ Consumer Guarantees Act & Australian Consumer Law. Request a return slip on /pages/help-returns and we'll email your return hub label straight back.