Shipping policy
Shipping Policy
Orders over $150 qualify for free standard shipping! excluding rural addresses which incur a $9.99 surcharge.
Orders under $150 are charged a flat rate of $9.99. excluding rural addresses which insure a $13.00 surcharge.
Please note: If your address is rural and you do not choose the rural shipping you will receive an email with details of our account so you can deposit the rural surcharge before your order will be shipped.
Click & Collect: orders available to be picked up during shop hours
Courier: orders are shipped track and trace by Aramex couriers weekdays. No signature required is our default, please email us if you would like signature required courier.
We will keep you informed
Once you’ve placed an order, you will receive an order acknowledgement email to confirm your order details.
Shipping and delivery estimates
The shipping timeframe is an estimate of when the item will ship from our warehouse. Items that ship are estimated to ship the same or following business day. The 'Delivers' timeframe is an estimate of when the item will be delivered to your shipping address after it ships.
Once your order is ready for shipping you will receive a shipment notification email with a tracking number. Please allow time for the courier to pick up and scan your order before it shows up on the courier tracking website.
Generally delivery will take 1-5 business days after the order has shipped. All delivery lead times are estimated and cover only the metropolitan areas.
All shipping estimates are based on business days not weekends or public holidays.
How do I track my delivery? What happens if my delivery is late or goes missing?
In case of any problems with your order delivery, please use your tracking number to track your parcel here: TRACK MY ORDER
If your tracking shows the message: "We attempted to deliver your parcel, for your convenience we've re-directed your parcel to your local Parcel Connect location". Please use this link: PARCEL CONNECT
Please email us (info@supplementsdirect.co.nz) if you have any problems or additional questions regarding tracking your order.
We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement. Appropriate time for replacement would be 10 working days after estimated delivery dates.
If your order is not lost and the courier simply has a delay in delivery then the courier may contact you direct to advise new estimated delivery time and reason why the delivery is late.
We do not ship outside of NZ or to P.O Boxes.
Neither Supplements Direct® nor Aramex Couriers are liable for parcels that are stolen, damaged or lost after delivery.
We reserve the right to decline an order for any reason.
Returns Policy
If the item is returned unopened and undamaged in any way, we will gladly exchange that product for a product of equal value or offer a refund based on your original method of payment.
The product must be returned to Supplements Direct® Limited with a copy of the Return Authorisation Notice within 10 business days of the authorisation of the Refund or Return request being issued. All products must be packed in their original, undamaged retail packaging and in a resaleable condition.
Unless we have sent you a product you did not order initially, please note that Supplements Direct® Limited does not permit the return of or offer refunds for the following products:
- A product that has been opened or partly used.
- A product that has been damaged in any way.
- A product that has been specially ordered for you.
Please do not send us any items you wish to return to us without consulting with us first and obtaining a Return Authorisation Notice from us. We will not refund or accept the return of any product that does not have an accompanying Return Authorisation Notice with the product item.
PLEASE NOTE:
Supplements Direct® recommends that when returning goods you should always:
- Use a carrier that offers shipment tracking for all returns. We suggest Courier Post or Aramex.
- Either insure your package for safe return to Supplements Direct® Limited or declare the full value of the shipment with the courier company so that you are completely protected if the shipment is lost or damaged in transit.
- If you choose not to follow both of these recommendations, you will be responsible for any loss or damage to the product during shipping and will have no recourse against the courier company.
- Enquire with your carrier about the waiting period for activating a tracking search for lost shipments to ensure that you do not invalidate the terms of refund or return with us.
- Carrier charges for returning products are the responsibility of the purchaser.
Print (Return Authorisation Notice)