SHIPPING AND RETURNS
***COVID-19 UPDATE LEVEL 4:
We are a manufacturer and distributor of specialised foods suitable to specific dietary requirements. Therefore under the current guidelines we are still dispatching orders via contact-less courier daily.
We are following the prescribed guidelines to ensure safety and subsequently have limited staff working.
NZ Post (courierpost) is still operating but currently there will be only one daily collection at 1pm.
Courierpost are also limiting staff due to the virus so the delivery time may take slightly longer.
We cannot allow warehouse pickups at this time.***
Within New Zealand we use Courierpost as we have found them to be the most reliable overall.
Shipping is free if your order exceeds NZ$19. If your order is below $19, then a $3 shipping fee applies. This excludes rural addresses. Rural customers must select the additional delivery fee checkbox at the checkout, and $4 will be added to the total bill (as we are charged this by our courier company). Not doing so may result in delays and/or your order being cancelled and refunded to you.
Typical delivery times from our base in Auckland:
Auckland - Same/next business day
North Island - 1 business day
South Island - 1-2 business days
Rural/Waiheke, and some residential areas, may take an extra day for delivery.
We have two courier pickups daily so that your order arrives fast:
Generally, orders received by 4.00pm (NZ time) between Monday - Friday will be shipped that same day. If there is a delay you will be notified. A Courierpost tracking number is emailed to you when your order is dispatched. You can query the status/location of your order with this tracking number.
At the checkout you are asked whether or not a signature is required. Please be aware if you do not use the signature on delivery option you are responsible for your package after the delivery has been made
A delay may occur if you have ordered an item that has sold out or is out of stock, or you did not specify a flavour, or there was a credit card issue, or we need delivery address verification, in which case we will attempt to contact you as soon as we can to remedy the issue. There may also be a delay if the order has been paid by direct bank deposit while we wait for the funds to clear.
We can ship to PO Boxes, parcelpod, and post offices.
We can ship internationally and are working to streamline this in the future. Contact us for a price.
Returns and Refunds
We adhere to the Consumer Guarantees Act 1993 of New Zealand.
In the rare event than an order is lost or damaged contact us and we will remedy a solution or replacement. Note that we cannot be held liable if courier delivery instructions are given, but we will work to remedy the situation. Please contact us within 24 hours in writing (by email) to make a claim for goods lost or damaged in transit.
Returns or exchanges of unopened goods will be assessed on a case by case basis and may include a refund, exchange or store credit. In such cases we will use our courier company to collect the purchase from you and deliver it back to us.
We will dispatch and attempt to deliver your order however we cannot be liable for re-sending in the case of a non-delivery or return of goods to us by our courier company due to insufficient, unsuitable, or undeliverable address details given.
Please choose products and flavours carefully because we cannot accept opened products unless there is a fault with them. Please contact us for advice if uncertain which product and/or flavour is for you.