Service & Delivery During COVID-19

Everything you need to know: Service & delivery during COVID-19

Updated: 25 November 2021

We’re currently delivering to all destinations. You’ll shop safely with us from our spot in Golden Bay, right to your place.

To learn more about the COVID-19 alert levels and what you can do to stay safe please visit the New Zealand Government  COVID-19 website. 

Your frequently asked questions.

How long will my order take to arrive?

For New Zealand customers, we aim to dispatch orders placed before 1pm Mon-Fri on the same day. Orders placed after 1pm are expected to be dispatched the following working day. As soon as your order has been packed and dispatched we will email you with your parcel’s tracking number to track with NZ Post. We’ll keep you updated about the status of your parcel so you know when it’s with NZ Post and when it’s out for delivery. Thanks for your patience while our team process and pack orders in a safe way. Please note, NZ Post are currently experiencing delays to the Auckland region, please visit NZ Post for the latest information.

For Australian customers, please allow some extra time for your parcel to arrive due to delivery delays in the Australia Post network. 

For international customers, We’re currently delivering to international destinations where NZ Post tracked services are available. Please expect varying delays in some international destinations as result of COVID-19 impact on global freight. Find out more about our international delivery options.   

Why are some products out of stock?

We apologise if a product you want to order is currently out of stock. We’re experiencing high demand and temporary supply delays with our international partners.

With 5000+ products that are holistically reviewed and approved by our Naturopaths, we're happy to help you find a suitable alternative that’s available now to support your health needs. You can chat with us on Live Chat on contact us anytime.

If you’d like to wait until your out of stock product is back you can register your email on the product page and we’ll notify you via email when it’s available to shop. Thank you for your patience.

What steps are you taking to keep staff & customers safe?   

As NZ’s largest online natural health retailer, we have the systems, facilities, and capabilities to safely provide contactless service to support Kiwi’s wellness. At our modern, spacious, 1800m2 purpose-built e-commerce distribution centre in remote Golden Bay we are following New Zealand Ministry of Health (MOH) guidance:  

  • Our warehouse team based in Collingwood are operating safely with strict health measures in place  
  • Strict hygiene and contact tracing protocols are in place  
  • PPE is available to use during shifts  
  • Thorough sanitisation of all areas and equipment in use  

Your parcel will be sent contact-free by our trusted delivery partner, NZ Post. They will leave the parcel on your doorstep allowing physical distancing. 

How can I track my parcel?

You can track your order online with NZ Post using the tracking number we have sent you in your order’s dispatch notification email. Or, sign in and view ‘My Orders’ (it’s in the menu under your name) then ‘Track Order’.    

Have another question?

You can visit our FAQs or get in touch with our team.

We’re based in Golden Bay and operating at Alert Level 2. We’re available:

  • Monday to Thursday 8.00am - 9.00pm (New Zealand time)
  • Friday 8.00am - 5.00pm (New Zealand time)

Our team are available to help. Please feel free to get in touch. 

Helpful information to stay well

COVID-19 has dominated the headlines over the last year and it has monumentally changed our lives. We’ve had several questions from our customers, so we’ve pulled together facts from trusted authorities to help support you with the best information available.

We've got some meaningful ways for you to bring good 'immune etiquette' into your day by integrating self-care and good nutrition for a speedy recovery and to reduce chances of catching them in the first place.

With all the changes to our daily routines, sometimes our wellbeing falls off the top of our list. We’ve all been there – it just happens when life has unexpected changes. Doing something for ourselves every day keeps us on the right track to stay balanced.