Delivery
Processing Time
We aim to dispatch your order within 24 hours (1 working day). Delivery typically takes 1-4 days. If your order hasn't arrived within this timeframe, please call us so we can track it for you.
Delivery Options
Small Orders (40 Litres or Less)
- Free delivery to your door, including rural addresses
- Minimum spend: $225 (incl. GST)
Larger Orders (over 40 Litres)
- Freight charges apply
- Rural delivery (RD) addresses may require delivery to a nearby freight depot or drop-off point
- We'll discuss delivery arrangements with you when you place your order
Delivery Charges
Orders under $225 (incl. GST) incur the following charges:
Small Pack Rate (available for eligible products only)
| Area | Freight Charge (incl. GST) |
|---|---|
| Urban (nationwide) | $7.00 |
| Rural (nationwide) | $12.50 |
The small pack rate applies to certain products only. Some liquids cannot be sent in bags, and weight restrictions apply. If your product qualifies, this lower rate will automatically appear at checkout.
Standard Courier Rate
| Area | Freight Charge (incl. GST) |
|---|---|
| North Island – Urban | $12.00 |
| North Island – Rural | $17.50 |
| South Island – Urban | $18.00 |
| South Island – Rural | $23.50 |
Note: The freight charges we apply are often less than our actual delivery costs, particularly for rural addresses.
Special Conditions
- Trade customers: All prices are ex-store Rotorua
- Offshore islands: We cannot offer free delivery to Waiheke Island, Great Barrier Island, Stewart Island, Kawau Island, or other offshore locations
- Large orders: South Island deliveries sent by trucking company will incur additional freight charges
Returns
Return Policy
Due to the nature of our products, returns are limited and can only be accepted under specific conditions.
Return Window
Eligible returns must be requested within 14 days of delivery.
Eligible Returns
We can accept returns where:
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You’ve changed your mind, and the product is new, unopened, and in original condition
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We’ve sent the wrong product, and it remains unopened (we’ll arrange a replacement)
Returns are not accepted for opened, used, or partially used products.
Return Method & Costs
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Returns may be made by mail or in store
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Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part
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A restocking fee of up to 10% may apply to approved change-of-mind returns
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No restocking fee applies where the return is due to an error on our part
Refunds
Once an approved return is received and inspected, refunds will be processed within 3 working days.
Refunds will be issued less any applicable restocking fee.
Quality Issues
Many of our products are controlled under ACVM (Agricultural Compounds and Veterinary Medicines) legislation, making quality issues highly unlikely.
If you believe there may be a quality issue:
-
Please contact us promptly to discuss the issue
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Where appropriate, testing may be arranged alongside retained samples from the same batch
Questions?
If you’re unsure whether your product is eligible for return, contact us before sending anything back - it saves time for everyone.
