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Shipping

What Does Shipping Cost?

Shipping costs depend on a variety of factors:

  1. Which courier company you choose during checkout,
  2. How large/heavy your parcel is,
  3. How far your parcel needs to travel from our warehouse,
  4. Rural addresses and parcels containing dangerous goods incur extra fees.

To Calculate Shipping:

Add the items you need to your shopping cart. When you have all the items you need, click on the shopping cart icon in the top right corner.

If you are logged in your shipping options will automatically show based on your default shipping address.

If you are new to the website, or using Guest Checkout, click the ‘Calculate shipping’ link on the bottom right of the cart.

Select New Zealand from the drop down box. Enter your postcode and click Update.

All available courier options will be displayed with pricing. All extra fees including dangerous goods and rural delivery fees are included in this price* – there are cases when we will email you asking to pay a rural delivery fee – this is due to the fact you have used the wrong post code when entering your address. We base all our rural delivery fees from the official NZ Post address finder – you can check your address here https://www.nzpost.co.nz/tools/address-postcode-finder

The options displayed will vary depending on your postcode. For example, Post Haste is only displayed to South Island postcodes, as this is a service we only offer to customers in the South Island.

Step One: Add to Cart

Add the items you need to your shopping cart. When you have all the items you need, click on the shopping cart icon in the top right corner

Step Two: Calculate Shipping

Click the ‘Calculate shipping’ link on the bottom right of the cart. Select New Zealand from the drop down box. Enter your postcode and click Update.

Step Three: Choose Courier

Prices are displayed based on your postcode and the items in your cart. Continue to Checkout or add/remove products from the cart.

Free Shipping

We no longer off free shipping to every customer.

We DO however have a great loyalty program where you can get free shipping based on your VIP Level

Bronze VIP get free shipping on all orders over $120
Silver VIP get free shipping on all orders over $75
Gold VIP get free shipping on ALL orders

Check out our reward program here Zen Rewards Program

* Exceptions to Free Shipping

1. Any orders containing dangerous goods (lye, isopropyl) will be charged the DG courier fee of $8.00 – your base courier fee will still be free.
2. Custom bulk special orders.
3. Saturday delivery

Courier Companies

NZ Couriers

Available nationwide Fastest service to the South Island Saturday delivery available

PBT Couriers

Available nationwide Great for large/bulky parcels Affordable dangerous goods option

Post Haste

Available for South Island only Good alternative to PBT without the cost of NZC

Which courier company should I use?

That’s entirely up to you. Each of the available courier companies have been working with us for several years and we’ve built up a good relationship with all of our local drivers.

You might find your own local driver for a particular company preferable to another.

The only time we advise to use one company over another is if you require Saturday delivery (NZ Couriers only) or your parcel has dangerous goods (PBT is usually best) or special requirements.

How Long Will Shipping Take?

We aim to ship all orders that are received by 12 pm the same day.

Once your order has shipped, you will receive a tracking email with the courier details and clickable link. You can also track your shipment in the My Account section on the website, or by clicking  TRACK MY ORDER

Courier companies have standard delivery targets. Most of the time these are accurate, however during peak times such as Christmas you should expect these timeframes to increase by 1-2 days.

Please note, all timeframes including our picking time and courier delivery targets are not guaranteed. Sometimes things get unexpectedly busy. We always aim to have the entire shipping process complete as fast as possible, and we are in fact known to be THE FASTEST company in our industry in NZ for shipping, but sometimes things happen and we, or our couriers, miss our targets. But we always try our hardest to exceed these expectations!

North Island – Urban
NZ Couriers:  Overnight
PBT Couriers:  Overnight

North Island – Rural
NZ Couriers:  2 – 3 days
PBT Couriers: 2 – 3 days

South Island – Urban
NZ Couriers:  Overnight
PBT Couriers:  2-3 days
Post Haste:  2-3 days

South Island – Rural
NZ Couriers: 2-3 days
PBT Couriers:  5 – 7 days
Post Haste:  5 – 7 days

Combining Shipping

We know sometimes you might place an order then a few minutes later realise you’ve forgotten something.

To avoid paying double shipping charges, when you place a second order you can use the “Combine with Another Order” shipping method.

Once you get to the checkout page you will be asked to provide the order number from your first order. You can find this on the order confirmation email, or in the ‘My Account’ – Orders section.

You won’t be able to finalize your second order without entering your first order number in the field pictured below.

Important Exceptions for Combining Shipping

  • If you have received an email stating your order has been completed, or a courier tracking link. We are unable to combine shipping.
  • Your first order doesn’t cover the cost of shipping the additional items in the second order.

For Example –

Your first order contains 4 x 50ml bottles of fragrance and you paid $6.00 for PBT Couriers
Your second order contains 1 x 10kg box of wax.
The courier cost for an order of 10kg is $9.99 for PBT Couriers. You will be asked to pay the $3.99 difference

 

Order Tracking

Once your order has been completed you will receive an email with a courier tracking link.

Courier tracking information becomes live AFTER 3:00pm, or when first scanned on pickup from our warehouse. Until then, it may show as invalid.

You can check the status of your order by clicking HERE, or by clicking the ‘Track’ link in your shipping confirmation email.

If you have any questions regarding your parcel after it has been shipped, the best thing to do is contact the courier company directly:

NZ Couriers – 0800 800 841
PBT Couriers – 0800 367 728

By dealing directly with the courier company yourself you will receive first hand information rather than waiting for us to contact our local branch who then contacts your branch.

Once your parcel leaves our warehouse we don’t have any control over delivery times or information on the status of your delivery.

Missing Parcels

If your tracking information shows your parcel has been delivered but you haven’t received it please call the courier company first to get more details from your driver.  If the courier can’t locate your parcel we can arrange an insurance claim to get a replacement sorted.

PLEASE NOTE: If you have given the courier Authority to Leave (ATL), either by explicitly saying ATL or by giving instructions such as “leave at front door” then the courier will take no responsibility for missing parcels and will reject any insurance claims for replacement.

Our standard method of service is ‘signature required’ so unless you give ATL instructions the courier driver should ask you or someone at the delivery address to sign for your parcel.

International Shipping

We do not ship internationally sorry. This includes Australia and the Pacific Islands.

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