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Shipping Policy

Delivery Times (weekday, courier)

New Zealand

  • North Island: 1-2 days
  • South Island: 2-3 days
  • All Rural: 2-3 days

Australia

  • Australia Wide: 5-7 working days

* Tracking information for all destinations will be sent to your email address shortly after your package is picked up by the courier.

Shipping Prices

  • New Zealand Wide - $10 + GST
  • New Zealand Wide Rural - $15 + GST
  • Australia Wide - $30 + GST

* Please note: When purchasing multiple items or a heavy item the shipping prices will increase once the total weight reaches 5kg or more.

Processing Time & Delays

We ship all "in stock" orders within 1-2 business days, however we generally ship most orders the same day. Orders dispatched from USA are normally processed within hours (in USA) of your purchase being made on our website. Orders coming from USA can be delayed in the post and/or by NZ Customs. At times we have had delays of more than a week just waiting for notification from NZ Customs that they have a package for us requiring clearance. This can slow the whole process down, unfortunately we have no control over this but it only happens every now and then, normally it takes 2.5 to 3 weeks to receive most orders from USA. This can change as the seasons change, at times it can take only a week and when it's busy maybe 3 weeks.

Shipping Addresses and Contact Details.

IMPORTANT! 

Who is responsible for lost packages if an incorrect or invalid address was provided by the customer?

We ship all orders to the shipping address provided. If you provide an address that is incorrect, not valid, not available for delivery or simply not the right address Helenskinz will not be held responsible for orders that are lost in transit. Once the package departs our base in Auckland via courier or post we are no longer responsible for your order as far as it reaching you "if" you provided an address that is not correct or not valid as mentioned above. Often customers provide incomplete shipping addresses leaving out very important info like a post code for example. Another common problem is people ordering using PayPal but not realizing their shipping and contact information on their PayPal account is out of date. When the email address is incorrect we can't even talk to the customer and if it's been sent to a wrong (old) address and has not arrived we have no way of contacting the customer, your contact and address details are vitally important, we don't want any expensive packages going missing! In these situations it is out of our control and Helenskinz will not be held responsible if you have provided a wrong address or as mentioned an address that is not valid. Check your address please and ensure it is exactly right before you submit your order. We check all addresses with the online address checker and about 25% of them come back as "not valid for delivery". This slows down the delivery process, creates a lot of extra work and if it is not picked up by us during the processing of your order your package may be lost or sent to the wrong address. Please be warned in advance, if this happens due to the customer providing incorrect details or address info that the courier or post won't or can't ship to, it is the customers responsibility. Helenskinz will not refund your money for lost orders if the incorrect address you provided was the reason for the lost item.

* Please update your Paypal details! Please also check that you have logged in to "your" Paypal and not your partners account which is another way when using a shared computer that the details can be incorrect.

Vaporizers and Accessories

Once an order has been processed and the US distributor has confirmed the product has been dispatched to New Zealand we always have a rough idea of the time it takes which we always display on our pages. Eg, 10-20 days, this is an estimated arrival time only, we are at the mercy of the postal system during the shipping period and if a parcel is late there is little we can do about it. We ask that the customer be patient, to date we have never lost a package. At times, especially during holiday periods the postal system can become quite slow. When a package has not arrived within the estimated time frame displayed on the web page for that product you are welcome to contact us via email for an update on your order. We will be doing our best to track the package working with the distributor who sent the package. We ask that if this happens and it does from time to time that you understand that it is out of our control while it is in the postal system. We understand it can be very frustrating when a package is late so we go out of way to resolve things as soon as possible. As we say, once in transit it is out of our control, we do our very best to deliver as quickly as possible and we do communicate with our customers regularly on the status of their order. Please also read our "Return Policy".



Shipping Method

All orders shipped via Courier. Shipping & handling will be added to your total in the checkout. North Island customers, Next working Day Delivery, South Island and Rural 2-3 working days. Tracking numbers can be provided on request if we forget to send one to you. When you order a product from us we immediately order and pay for the item in USA and have it sent to our base in Auckland. We then check, test and repackage your order and send it on the courier to your NZ address the same day it arrives in New Zealand. So the only additional charge on orders is a flat rate (see pricing page) which covers the courier delivery in NZ. You do not need to pay extra money for customs fee's or international shipping. The prices all include the international shipping charges. We import the products and deliver them to you. We do not provide tracking information for orders coming from USA as they are being shipped with other orders and the importing is our responsibility and not the customers. We will provide "track n trace" information for the courier when we send the package to you within New Zealand. You will be notified when your product has arrived from USA and is being dispatched to your address.



Shipping to other countries (other than NZ)

We do ship to Australia but not to any other countries at this stage. If you purchase a product from Australia there will be $30 NZD added in the checkout to cover the shipping, this is charged per order. In some cases it may be higher if it is a large and/or heavy item. You will pay the "Excluding GST" price as there is no tax for international sales.


NZ Customs

We guarantee your order, if we can't deliver your order due to NZ Customs issues we will refund your money in full.