What you need to know – service and delivery during COVID-19
Updated 22 October 2020
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 is based in Collingwood, Golden Bay and is currently operating under Alert Level 1.
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 Mon-Fri on an overnight service and are expected to be with you within 1-2 working days with no delay to our usual speedy delivery.
NZ Post has made some changes including contactless delivery and physical distancing in response to the Government’s recent 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, please allow some extra time for your parcel to arrive due to delivery delays from our worldwide delivery partners, and with customs authorities. You can track the delivery of your order on NZ Post's online tracking tool.
For our customers in the UK, Europe and the Middle East, increase of COVID control measures in the UK are causing significant delays. Parcels from NZ travel through the UK on route to other destinations in Europe and the Middle East, and are affected by these delays, as well as bans on flights from the UK to these destinations. Please allow an additional month for delivery. For more information see here https://www.nzpost.co.nz/contact-support/international-delivery-updates
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, with no signature required.
I live outside New Zealand; can I order off your site?
We are now able to accept orders to Australia and selected international destinations.
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
I live in Auckland, can I visit your retail store?
We’ve made the difficult decision to close our physical store in New Lynn, Auckland. If you have previously only ever shopped in our Auckland store, don’t worry. We’ve already set you up an online account, even if you haven’t shopped online with us before. Find out more here.
Why are some products unavailable? When will my products be back in stock?
We’re doing our best to keep our full range well-stocked, however some products may be out of stock at our supplier. A few reasons for this include the increased demand for natural immune support and online shopping in general and disruptions to supply chains for imported products and/or ingredients.
Feel free to click on ‘notify me’ and we’ll let you know when they are available. Or try creating a wishlist (look for the heart on the product page) to build a list of your favourites to shop later.
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 now 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.