Shipping policy

1. Delivery Charges

Unless otherwise stated, the prices displayed for goods and services on our website exclude delivery charges. Delivery costs are calculated based on the shipping provider’s rates and are determined by the weight and destination of your order. The applicable delivery fee will be displayed at checkout prior to the completion of your purchase.

We reserve the right to amend our delivery charges at any time without prior notice. For shipments that fall outside our standard delivery systems, please contact us directly to discuss customised shipping options.

 

2. Delivery Coverage

We offer delivery to most locations worldwide, subject to the service areas of our designated shipping providers. Delivery to PO Boxes, remote, or restricted-access locations may not be available. If delivery to your location is not possible, you will be notified accordingly.

 

3. Order Dispatch and Handling

Orders are typically dispatched in accordance with the weekly schedule of our courier partners. We make all reasonable efforts to prepare and ship orders promptly following confirmation of payment.

Weight Limit: For optimal protection during transit, we impose a weight limit of 3kg per parcel.

 

4. Delivery Timeframes

Estimated delivery times depend on your location and the shipping method selected. Please refer to your tracking information for the most accurate delivery estimates. We shall not be held liable for any delay resulting from:

  • Courier or postal delays
  • Customs clearance procedures
  • Force majeure or other events beyond our reasonable control

 

5. Tracking and Notifications

You will receive a shipping confirmation email containing tracking information once your parcel has been dispatched. Notifications regarding the status of your order will be sent to the contact details provided at checkout.

 

6. Accuracy of Delivery Information

It is your sole responsibility to ensure that the delivery address and contact information provided during the order process are complete and accurate. We disclaim liability for any delivery failure or delay arising from incorrect or incomplete delivery information.

 

7. Packaging

We take care to ensure all items are securely and appropriately packaged to minimise the risk of damage during transit. If your parcel arrives visibly damaged, please notify us as soon as possible so we can assist.

 

8. International Orders and Customs Duties

For international deliveries, customs duties, import taxes, and related fees may be levied by your local customs authority. These charges are not included in the product price or shipping fees, and are the sole responsibility of the recipient.

We recommend checking with your local customs office for specific duties, restrictions, or regulations applicable to your order. Heal and Charge New Zealand shall not be held liable for delays arising from customs inspections or clearance procedures.

 

9. Undelivered Parcels and Shipping Issues

If a parcel is marked as delivered by the shipping provider but you have not received it, you must notify us within five (5) working days. We will liaise with the courier to investigate, but we do not guarantee a particular outcome.

For international shipments, please note that once dispatched, parcels are beyond our direct control, and it is the customer’s responsibility to monitor the tracking status.