Shipping policy

Collection In-Store

Option to collect your order from our store in Rotorua is free of charge.

Please allow 1 business day before collecting your order. We do not process orders on Sunday. One of our friendly staff members will contact you as soon as your order is ready to be collected.

Any questions or concerns regarding your delivery, please contact our team 07 348 3883 Monday - Friday (except public holidays) we'd love to hear from you!

Delivery Policy & Claims

Please note that The Health Shop cannot guarantee the condition of refrigerated products. While we endeavour to do our very best at the packaging stage and include ice-packs where possible, please understand that these items are ordered at your own risk. Parcels in transit are not kept in chilled depots or vehicles.

It's really important to us that the products you receive are in optimal condition. We take every care to be aware of which products may be adversely affected by undue heat or light and to handle and store them accordingly. All products which according to manufacturer's guidelines are 'best kept refrigerated', are kept refrigerated on our premises prior to your order being packed and dispatched. We always keep all our stock out of direct sunlight and away from direct heat sources.

Manufacturer's Guidelines for Heat Sensitive Products:

> Shelf-stable probiotics
Products should be kept below 25 degrees Celsius in dry conditions.

> Probiotics that require refrigeration
Store in the fridge as much as possible. Manufacturers add overage (more probiotics than what is on the label) to account for some loss of potency during shipping. Overage allows for 1 – 2 weeks of the product at room temperature.

> Oils
Store in the fridge once opened. Manufacturers flush bottles with inert gas to help prevent oxidation. Keep lid tightly closed once opened.

Please keep this in mind when ordering your refrigerated products.

If you have received a damaged or faulty product, or a product that you have ordered has not been delivered, please make sure to contact our customer service team right away. Any claims must be made within 48 hours of your delivery being received.

The Health Shop does not accept responsibility for any goods not signed for on delivery.

Please ensure that someone will be home to receive your order, or consider sending the delivery to a work address. If using a work address please clearly state delivery hours and all necessary information such as building number, level and / or business name.

We cannot accept PO Boxes as a delivery address.

Please note: all prices are quoted in New Zealand dollars.

Any disputes will be settled subject to New Zealand law only.

Free Delivery

We offer free local delivery and free delivery within New Zealand on orders over $95 NZD. *Please note this is weight limited to 20kg for all orders within the North Island. Orders to the South Island over 5kg will incur shipping costs.

NZ Delivery Times

Orders to most destinations within New Zealand are sent Mon-Fri and would normally be with you within 1-2 working days.

NZ Rural Delivery Times

For rural addresses in NZ, please allow for an extra 1-2 days for delivery. There is an extra charge for rural deliveries.

Order Tracking

We will email you your tracking number as soon as your order has been packed and is ready for collection by our courier. Please use the tracking number in the tracking tool provided.

International Shipping & Custom Charges

*Please note we currently do not ship to the United States*

All prices are shown in New Zealand Dollars.

We will provide a quote for shipping costs prior to us finalising your order.
Please note that if shipping costs are not paid and you are non-contactable, your order will be cancelled and refunded less administration costs.

Shipping times vary between two and four weeks, depending on the destination.

Orders outside New Zealand and Australia are not tracked. We accept no liability for any orders lost in transit.

Please note: Due to a change in MPI regulation, we cannot send Manuka Honey products overseas.

International orders may attract local Customs taxes or duties on arrival to your country. These taxes/duties are required to be paid by the purchaser and are not the responsibility of The Health Shop. No refunds will be issued for orders where tax/duties remain unpaid by the purchaser. Please check with your local Customs agency regarding the tax/duty likely to be charged prior to ordering.

If your order is returned to us by your country's import authorities in resalable condition, we will refund you the value of the order, less any postage costs incurred by us, once we have received it.