SHIPPING AND RETURNS
Within New Zealand we use both NZ Post and NZ Couriers currently.
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 $6 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.
Shipping Times
Typical delivery times from our base in Auckland:
Auckland - 1 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 several 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 courier tracking number is emailed to you when your order is picked up by the courier. You can query the status/location of your order with this tracking number.
By default deliveries do not require signature upon delivery unless requested in the shipping instructions box at the checkout. Please be aware that if you do not require a signature on delivery, 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.
Returns and Refunds
We adhere to the Consumer Guarantees Act 1993 of New Zealand.
Please contact us within three days of receiving your order for any damaged, missing, incorrect, or faulty items. If goods arrive damaged in transit, please email us as soon as possible, and within 24 hours where practicable, with photos of the packaging and product so we can assess the issue promptly.
Please choose your products and flavours carefully before ordering. Because our products are food items, we do not accept returns, exchanges, or refunds for:
- ordering the wrong product
- ordering the wrong flavour
- change of mind
- preference-based reasons such as taste, texture, mixability, or sweetness
- ordering errors made by the customer
Once an order has been placed, we are generally unable to swap items in that order.
If we send you the wrong item please contact us before opening it. Where the item is still sealed and unopened, we will arrange a replacement or exchange at our cost.
Incorrect items that have been opened cannot be exchanged or returned.
If an incorrect item sent by us has been opened, used, or unsealed, we are unable to arrange a return or exchange.
We also reserve the right to require photos and batch details before approving any claim.
Please contact us for advice if uncertain which product and/or flavour is for you.
Sample Sachets
We stock a range of sample sachets which are intended for sampling and trial purposes only. Some sample sachet products have limits.
We are unable to fulfill continuous or repeat orders for sample sachets. We will endeavour to contact you but may cancel and refund your order in such cases.