Shipping and Handling
By placing your order with Bio Herb NZ, you agree to follow the terms and conditions of carriage as stated below.
1. SHIPPING COSTS (Combined shipping Storewide, Pay for shipping ONLY ONCE)
NZ Domestic Address (Combined Shipping):
- Urban Address - from NZD$5.99 (overnight)
- Rural Address - from NZD$9.99 (1-3 days)
- NZ orders over $90 - FREE SHIPPING
Australia Address (Combined Shipping):
- DHL EXPRESS (1-3 working days) - NZD$19.99
- Orders over $200 - Free DHL Shipping
Other International Address (Combined Shipping):
- NZ Post (3-6 weeks due to Covid19) - NZD $29.99
- DHL EXPRESS (exclude Europe, 3-7 working days) - NZD$35.99
- DHL EXPRESS to EU address - NZD$39.99
- Orders over $299 - Free DHL Shipping or NZ Post to EU
- If your order is very heavy or is very big/bulky, You may be charged for the extra weight/volume. If that is the case, we may contact you directly to discuss prices/options prior to charging your order.
2. PROCESSING TIMES
We aim to have parcels ready for dispatch within 1-3 working days.
If there are any delays we will contact you immediately.
If your parcel is required urgently please email us after placing your order and include your order number as a reference.
3. DELIVERY TIMES
Please note that delivery is independent of processing time, once shipped transit times are as below
1 business day
New Zealand (non-rural)
1 - 2 business days
New Zealand (rural)
2 - 3 business days
5 - 7 business days
Rest of world
10 - 20 business days ( Largely depend on speed of custom clearance ) OR 3-5 business days with DHL Express.
*These timeframes start only once the order has left our premises, not from the day your order is placed on our website. This may be due to stock availability. Working days means days during the week, not including weekend days. Please note that we has no control over the delivery times once it has left our premises. Please ensure you provide a delivery address where someone is available to sign for your parcel.
4. COMPENSATION POLICY
If you receive your parcel and it is damaged.
Please retain all the outer packaging and inner packaging.
Take photos of outer packaging and damaged goods and forward to email@example.com.
Failure to do so may result in compensation being forfeited.
We will not accept any liability or make compensation payments for loss, damage, delayed delivery or parcels halted by customs for containing any prohibited items. From time to time shipments are held by customs and subject to inspection fees - Bio Herb NZ is not liable for these fees.
5. MISSING PARCELS
If you have not received your parcel within the delivery time frame specified above, you must contact us immediately.
We will advise you on the claiming process on a case per case basis.
Please note that all claims outside of 30 days from initial dispatch will not be considered.
We accept responsibility for parcels lost in transit in New Zealand prior to their having been delivered to your home/business provided we are notified within 7 days. We cannot accept responsibility for your parcel once delivery has been made.
6. RETURN & REFUND POLICY
All returns must be received by us within 30 days of initial dispatch.
If we have sent you an incorrect item, we will send you the correct item along with a courier ticket for return.
If you decide you no longer require a product or have ordered an incorrect item, we will provide you a refund excluding shipping and handling fee. Please ensure all returns are packaged adequately as refund will not apply on damaged items. We are not responsible for any additional freight costs incurred.
If your parcel has been returned to us due to an incorrect address or inability to collect it from the post office, we will provide you a refund excluding shipping and handling fee. We are not responsible for any additional freight costs incurred.
7. ADDRESS GUIDELINES
It is your responsibility to ensure that your address is accurate and complete. If you are unsure of how to format your address, please check with your country’s post office website.
If your parcel is being delivered to a business address, you must write the name of the business in the appropriate field. If your address is an apartment building, please ensure to write the correct apartment number and street address. Failure to do so will result in your parcel being returned to us by the courier or lost.
Most countries require a zip code/postcode, state or region and town. New Zealand addresses must have the suburb listed.
8. DELIVERY INSTRUCTION GUIDELINES
Couriers need as much help as they can get when delivering parcels. This is especially true with units or apartments. This includes listing how to ring up to an apartment (e.g. press number or bell), whether the parcel can be left with another person (reception, building manager etc), how to locate your unit (back of house, identifying features) and where to leave the parcel. If your property has a gate or may be difficult for the courier to access please consider this when placing your order and write the appropriate instruction. If you own dogs, please state whether it is safe for the courier to enter the property.
9. YOUR RESPONSIBILITY AS AN IMPORTER (OVERSEAS CUSTOMERS)
Once you decide to bring goods into your country from an overseas location you become an importer. This means that legally you are responsible for abiding by the import laws set by your country. We are not responsible for any items that are seized or destroyed by the Customs and Border Protection in your country. If your item is destroyed by Customs we are unable to provide any refund. We are also unable to refund for items that are opened, damaged or inspected by Customs.