Shipping & Returns Policy

Delivery Coverage

• • We deliver throughout New Zealand
• • Residential addresses only (no PO boxes or parcel lockers)
• • Remote areas may require additional delivery time
• • Some rural areas may incur additional charges

International Shipping

Currently, we only ship within New Zealand. International shipping involves complex regulatory requirements that vary by country. We focus on serving the New Zealand market to ensure full compliance with local regulations.

Address Requirements

• • Complete and accurate delivery address required
• • Someone must be available to receive the package
• • Signature required for all deliveries
• • Safe drop-off not available for research products

Processing Times

• • Orders placed before 2 PM (NZST) ship same business day
• • Orders placed after 2 PM ship next business day
• • Weekend orders processed on Monday
• • Public holidays may delay processing

Order Tracking

• • Tracking information sent via email once shipped
• • Track packages through our shipping partner's website
• • SMS notifications available for delivery updates
• • Contact us if tracking information is not received

Packaging Standards

• • Discreet packaging with no external product identification
• • Temperature-controlled packaging for sensitive products
• • Protective materials to prevent damage during transit
• • Tamper-evident seals for security

General Return Policy

Due to the nature of our research products and regulatory requirements, we generally cannot accept returns or provide refunds once products have been shipped. All sales are final.

Exceptions to Return Policy

• • Damaged Products: Items damaged during shipping (report within 48 hours)
• • Incorrect Orders: Wrong products shipped due to our error
• • Quality Issues: Products that fail to meet specifications with COA
• • Temperature Breach: Products compromised due to shipping temperature issues

Return Process

1. 1. Contact us immediately upon discovering an issue
2. 2. Provide order number and detailed description of the problem
3. 3. Submit photos if products are damaged or incorrect
4. 4. Await approval before returning any products
5. 5. Follow provided return instructions exactly

Refund Processing

• • Approved refunds processed within 5-10 business days
• • Refunds issued to original payment method
• • Shipping costs non-refundable except in cases of our error
• • Partial refunds may apply for partially used products

Transfer of Risk

Risk of loss and title for products pass to you upon delivery to the shipping carrier. Once shipped, we are not responsible for lost, stolen, or damaged packages.

Insurance Coverage

• • All shipments include basic insurance coverage
• • Coverage amount based on declared product value
• • Additional insurance available for high-value orders
• • Claims must be filed within specified timeframes

Delivery Issues

• • Report missing packages within 48 hours of expected delivery
• • We will investigate with shipping carrier
• • Replacement or refund provided if package confirmed lost
• • Customer responsible for providing accurate delivery information