What you need to know – service and delivery during COVID-19
Updated 8 March 2021
We’re still delivering to NZ, Australia, and international destinations where tracking is available. You’ll shop safely with us from our spot in Golden Bay, right to your place.
Our operations team in Collingwood, Golden Bay and Auckland based team are currently operating under Alert Level 1. We are following public health measures from New Zealand Ministry of Health (MOH).
To learn more about the COVID-19 alert levels and what you can do to stay safe please visit the New Zealand Government COVID-19 website.
How long will my order take to arrive?
Orders within New Zealand are sent Sunday-Friday on an overnight service, and are expected to be with you within 1-2 working days with no delay to our usual speedy delivery. For rural delivery please allow an extra day or two.
NZ Post has made some changes including contactless delivery and physical distancing in response to the Government’s Alert Level announcements. Their priority is to continue delivering for NZ while keeping their team and our community safe. For the latest from NZ Post you can read their media releases here.
For Australian customers, please allow some extra time for your parcel to arrive due to delivery delays in the Australia Post network.
For international customers, you can track the delivery of your order with NZ Post's online tracking tool. Please allow extra time for your parcel to arrive due to delivery delays from our worldwide delivery partners and your country's customs authorities.
Some destinations such as the UK, Europe, and the Middle East require up to an additional month. For more information please visit NZ Post.
Some COVID-19 shipping surcharges may apply from our delivery partner NZ Post. Any delivery surcharges will be included in your delivery charges at checkout. Find out more here.
While some destinations around the world experience temporary suspension in delivery services, our team continuously monitor and update our services as needed. Please feel free to contact us for more information.
What steps are you taking to keep staff and customers safe?
As NZ’s largest online natural health retailer, we have the systems, facilities and capabilities to safely provide contactless service to support Kiwi’s wellness. At our modern, spacious, 1800m2 purpose-built e-commerce distribution centre in remote Golden Bay we are following New Zealand Ministry of Health (MOH) guidance:
- Anyone that is unwell must stay home
- Our warehouse team have zero contact with members of the public or customers while onsite
- Strict hygiene and contact tracing protocols are in place
- PPE is available to use during shifts
- Thorough sanitisation of all areas and equipment in use
Your parcel will be sent contact-free by our trusted delivery partner, NZ Post. They will leave the parcel on your doorstep allowing physical distancing.
Where is my dispatched parcel?
You can track your order online with NZ Post using the tracking number we have sent you on your order’s dispatch notification email. Or, log in and view ‘My Orders’ (it’s in the menu under your name) then ‘Track Order’.
Can I return a product at this time?
Yes, we are able to accept returns. Check out our Returns FAQs for information on how to arrange your unwanted product's return. If there's a problem with a product you bought from us, as always, please get in touch and we'll sort it for you.
You might also like to check out these blogs:
- Answering your questions about COVID-19
- Stay well keep healthy from A to Z
- Tips for good immune Health
I’d like help with another question
We’re based in Golden Bay and operating at Alert Level 1. We’re available:
· Monday to Thursday 8.00am - 9.00pm (New Zealand time)
· Friday 8.00am - 5.00pm (New Zealand time)
Have another question? Get in touch.