Shipping, Returns & Refund

Shipping Rates

Freight charge is calculated once a valid full New Zealand delivery address is entered with the orders online. Orders can only be delivered to a New Zealand physical address and not to a PO Box and DX box.

Freight prices are GST inclusive and subject to change.

Delivery Zone Freight Per Carton Max Weight
Auckland $6 25kg
North Island $9 25kg
South Island $12 25kg
Additional Freight Charge
Rural $6 25kg
Waiheke Island $19 25kg
Great Barrier Island $46 25kg

Delivery time frame

Location Delivery Time
Auckland 1 – 3 working days
North Island 2 – 4 working days
South Island 3 – 5 working days
Rural (Additional) 1 – 2 working days
Great Barrier Island (Additional) 1 – 2 working days

If you do not receive your order within the delivery time frame, please email us at admin@dtefoods.co.nz 

Orders Processing, Promotion and Lead Time

Orders of total value over $120 inclusive of GST do not incur freight charge within New Zealand. Overseas deliveries are not available yet. Free shipping does not include deliveries to Rural, Waiheke Island and Great Barrier Island deliveries. 

Some products may be on promotion (discounted price) for short period of time compared to the other products which is due to supply and product availability.

Current lead time to pick, pack and despatch orders is 1-2 working days. Copy of packing slip/invoice will be attached to the order. Courier tracking number will be notified through their system to the email address provided with the order. Some of the orders within Auckland may be delivered by our team. 

Orders are processed on working days and not delivered on weekends and public holidays.

Special Instructions

Please provide special delivery instructions in the comments while processing the order. If required, please email within 24 hours of the order placement to alter any instructions. Those instructions will be forwarded to our team and couriers. Delivery on specific date and time cannot be guaranteed, however, it will be delivered within the standard time frame.

Proof of delivery

Couriers will ask for signature upon delivery unless they have the authority to leave without signature and a picture will be captured. Signature and/or the picture will be recorded as a proof of delivery. 

Damages or lost in transit

In case goods are damaged in transit or lost, please email us at admin@dtefoods.co.nz within 5 days of receipt. Please retain the goods in damaged conditions as a proof to assist with claims.

Please leave the goods in the damaged packaging as they were delivered. This will assist with any claims.

If the goods are lost in transit we will investigate and allow 2 working days, required by the Couriers, to do a nation wide search. If the lost items are not found, replacement will be sent and claim lodged.

Incorrect Product, Return and Refund 

Please notify us immediately if a wrong product is delivered. Collection of wrong product and delivery of correct product will be arranged at free of charge.

If a poor quality or defective product is delivered, this will be replaced, or we will offer substitute or process refund.

If the product on order is out of stock or unavailable, we will contact you and offer a substitute or a refund.

If a wrong product is ordered and delivered, a refund will be honoured for the product provided it is returned to us within 10 days of receipt and the goods are not compromised and in a resalable condition.

Refund will be processed for the amount paid for the product and not for the freight if part order is eligible for a refund.

If the order is paid for and cancelled due to product unavailability a full refund of the order/invoice amount will be processed.

Returned goods that are received damaged will not be considered for a refund.

Returns address

All returns safely packaged can be returned to:

Down To Earth Foods Ltd
10 Doncaster Street
Airport Oaks
Auckland 2022
Attn: Returns

 

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