COVID FAQs

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. 

 

Q: 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. 

Q: Why are some product 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.

Q: 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. 

Q: 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’.