Shipping policy

SHIPPING POLICY

Order Processing

  • Orders are processed within 1-2 business days (Monday-Friday, excluding public holidays). We endeavour to get your order out on the same day if ordered before 3pm.

  • Order cutoff time is 3:00 PM NZDT for same-day processing

  • You will receive an order confirmation email with tracking information once your order ships

Shipping Methods & Timeframes

Domestic Shipping (New Zealand):

  • Standard Shipping: Overnight courier - target is next day delivery - $7.00

  • Rural Shipping: 2-3 business days - $10.00

  • Free shipping on orders over $79

International Shipping:

  • DHL Express International: 3-6 business days - Rates calculated at checkout

Delivery times are estimates and may vary due to circumstances beyond our control, including but not limited to weather delays, postal service delays, or customs processing.

Shipping Costs

All shipping costs are calculated at checkout and include handling fees. GST is included for all domestic New Zealand orders.

International Orders - Important Notice

Customs, Duties & Taxes: International customers are responsible for all customs duties, import taxes, tariffs, and any additional fees imposed by their country's customs authorities. These charges are not included in our product prices or shipping fees and must be paid by the recipient before delivery can be completed. Please check with your local customs office for specific rates and requirements.

We are not responsible for any delays caused by customs processing or additional charges imposed by destination countries.

Delivery Responsibility

Under New Zealand's Consumer Guarantees Act, we guarantee that:

  • Goods will arrive safely and in acceptable condition

  • Deliveries will be made within reasonable timeframes as outlined above

  • Any damaged or missing items will be remedied through repair, replacement, or refund

For domestic orders, we arrange delivery through trusted carriers and remain responsible until successful delivery. For international orders, our responsibility transfers to the international carrier once the package leaves New Zealand.

Delivery Address

Please ensure your shipping address is complete and accurate. We are not responsible for packages delivered to incorrect addresses provided by the customer. 

Tracking Your Order

Once shipped, you will receive a tracking number via email. You can track your package through our carrier's website or contact us for assistance.  

Shipping Restrictions

We currently ship to most countries worldwide. Some restrictions may apply to certain products or destinations due to customs regulations. We do not ship to P.O. boxes for international orders.

Delays & Force Majeure

While we strive to meet all delivery timeframes, we are not liable for delays caused by events beyond our control, including but not limited to natural disasters, postal strikes, customs delays, or global shipping disruptions.

Damaged or Lost Packages

If your package arrives damaged or is lost in transit:

  • For domestic orders: Contact us within 48 hours of delivery/expected delivery

  • For international orders: Contact us within 7 days of delivery/expected delivery
    We will work with our carriers to resolve the issue and provide appropriate remedies under New Zealand consumer law.

Contact Information

For shipping inquiries, please contact us at:

  • Email: theteam@healinghaven.co.nz

  • Phone: +64 21 626 688

  • Business hours: 9:00am to 5:00pm Monday to Friday

Policy Updates

This shipping policy may be updated from time to time. The current version will always be available on our website.