SHIPPING & RETURNS

Shipping Policy

Welcome to our Shipping Information page. We strive to deliver your orders quickly and securely across New Zealand. Please review our shipping terms, rates, and policies below.

Processing Time

- All orders are processed within 1–2 business days.

- Orders are not shipped on weekends or public holidays.

- You will receive a notification with tracking details once dispatched.

Shipping Rates & Delivery Times

We offer Free Standard Shipping nationwide on all orders of $99.00 NZD and over.

Additional Shipping Services & Conditions

Rural Surcharge

- Delivery Location: A surcharge applies to all addresses flagged as rural by our courier network.

- Fee: A flat fee of $6.00 NZD will be added at checkout for rural deliveries.

- Timeframe: Please allow an additional 2–3 business days on top of standard delivery times.

Signature Delivery

- Security: All standard shipments are sent as "Authority to Leave" (ATL) by default.

- Option: You can select Signature Required at checkout for FREE.

- Recommendation: We highly recommend this option for high-value items or unsecure delivery locations.

PO Boxes

- Restriction: We cannot deliver to PO Boxes or Private Bags.

- Requirement: Please provide a physical residential or business address at checkout to avoid delivery delays.

Damaged & Lost Parcels

Damaged Parcels

- Action Required: Inspect your package immediately upon arrival.

- Reporting: If your items arrive damaged, take photos of the packaging and items immediately.

- Contact: Email our support team within 48 hours of delivery to arrange a replacement or refund.

Lost Parcels

- Tracking: Check your tracking link for updates if your delivery is taking longer than expected.

- Investigation: If your parcel has not arrived within 3 business days after the estimated delivery window, contact us.

- Resolution: We will launch an official inquiry with the courier service to locate your package or issue a replacement.

Refund & Returns Policy

- Unused condition: Items must be unopened, unused, and in their original packaging.

- Hygiene restrictions: Due to health and safety regulations, certain health, wellness, and personal care products cannot be returned for a change of mind.

- Proof of purchase: A valid receipt or order number must accompany the return. 

- Minor Faults: We will choose to repair the item, replace it, or issue a full refund.

- Major Faults: If the item has a substantial defect, you have the right to choose between a full cash refund or a replacement.

- Return Shipping: If an item is verified as faulty, we will cover or reimburse all return shipping costs. 

1. Contact our support team at sales@healthverse.me with your order number.
2. Provide details and photos if the item is damaged or faulty.
3. Package your item securely and send it to our return address (we recommend using a trackable shipping service).