SHIPPING AND RETURNS

Shipping Costs

We now ship with DHL. There is an associated cost, depending on volumetric weight. This is calculated at the checkout.

Shipping Times

All orders are shipped from our base in Auckland, New Zealand.

Typical delivery time (all states): 2-3 business days*

Other Shipping Information

Generally, orders received by 4.00pm (NZ time)/2.00pm (AEST) between Monday - Friday will be shipped that same or next working day. If there is a delay you will be notified. A tracking number is emailed to you when your order is dispatched. You can query the status/location of your order with this tracking number via the DHL website.

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 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.

Customs Information

While NZProtein will not be held liable for any local duty, taxes or charges, please note the following:

"Goods that arrive by mail and have a declared or assessed value equal to or less than AUD1000 will not incur duty, taxes or charges, unless they are alcoholic beverages, tobacco, or tobacco products."

"There is no requirement for importers (companies or individuals) to hold an import licence to import goods into Australia."

(https://www.border.gov.au/Busi/cargo-support-trade-and-goods/importing-goods)

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.

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.