Shipping policy

Shipping Update - Middle East Destinations

New Zealand Post has temporarily suspended all shipments to Middle East destinations until further notice. You can view the latest updates at:
New Zealand Post Delivery Updates


At Health & Balance Vitamins, we aim to ensure your order is processed and delivered as efficiently and safely as possible.

Orders placed through our New Zealand website are fulfilled by our distribution partners on behalf of Health & Balance Vitamins.

 

If you have any questions regarding your order or delivery, please contact our team at info@handbvitamins.com.

 

Processing Your Order

Orders are typically processed within 1–2 business days.

 

Orders placed on weekends, public holidays, or during high-volume periods may take slightly longer to process.

 

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details.

 

Health & Balance Vitamins ships from Auckland, New Zealand

 

Delivery Time Frames

Orders are shipped using trusted New Zealand and international carriers.

Estimated delivery times after dispatch:

 

  • New Zealand (Courier): 1–2 business days
  • International: 6–13 business days

 

Delivery time frames are estimates only and begin from the date your order is dispatched, not the date the order is placed.

 

For the latest delivery updates, please refer to the relevant carrier information prior to placing your order.

 

Delays may occasionally occur due to factors outside of our control, including:

 

Delays may occasionally occur due to:

 

  • Carrier operations
  • Weather events
  • World events
  • Public holidays
  • High shipping volumes
  • Customs processing for international deliveries

While we make every effort to dispatch and deliver orders within these time frames, delivery dates are not guaranteed and outside of our control.

 

Free Shipping

We offer free standard shipping on all orders over $139.00 NZD.

 

The cart total must meet the threshold after discounts have been applied.

 

Express or upgraded shipping options are available at an additional cost.

 

Free shipping applies to the original dispatch only and does not apply to re-shipments due to:

 

  • Incorrect address details
  • Failed delivery or collection
  • Refused delivery
  • Other customer-caused returns

Shipping Address Accuracy

Customers are responsible for ensuring that the shipping address entered at checkout is accurate and complete.

 

When using payment methods such as Shop Pay, Apple Pay, Google Pay, or PayPal, the stored address within those platforms may override the address entered at checkout.

 

We recommend reviewing your saved address within your selected payment method before completing your order.

 

If an incorrect or incomplete address is provided, this may result in:

 

  • Delivery delays
  • Additional carrier charges
  • The parcel being returned to sender

If an error is identified after placing your order, please contact us as soon as possible.

 

Changes cannot be guaranteed once an order has entered fulfillment.

 

If your order has already been dispatched, you may contact the carrier directly to request a redirect or hold, where available.

 

Orders shipped to the address provided at checkout cannot be refunded or resent free of charge where incorrect details were supplied.

 

Returned to Sender Parcels

A parcel may be returned to our warehouse if:

 

  • An incorrect address was provided
  • Delivery was refused (including customs refusal)
  • The parcel was not collected
  • The address provided was incomplete or invalid

Returned orders will be handled in accordance with our Returns & Refund Policy.

 

Reshipment can be arranged once the parcel has been received and processed. Additional shipping fees will apply.

 

Protective Packaging

Some of our supplements are shipped directly within the delivery satchel or carton without additional outer packaging.

 

For this reason, the shipping packaging forms part of the product’s protective packaging.

 

Opening the parcel may affect eligibility for returns, as outlined in our Returns & Refund Policy.

 

Delivery Confirmation

Once a parcel is marked as Delivered by the carrier, delivery is considered complete.

 

This includes delivery to:

 

  • Parcel lockers
  • Reception desks
  • Mail rooms
  • Shared addresses

Responsibility transfers to the recipient at that point.

 

If you cannot locate your parcel, we recommend contacting the carrier directly to initiate an investigation. Our team can assist with shipment details where needed.

 

Missing or Lost Packages

If your parcel is marked as delivered but cannot be located, we recommend checking:

 

  • Around your property
  • With neighbours
  • Common courier safe drop locations

Once delivery is confirmed, responsibility transfers to the recipient.

 

Health & Balance Vitamins is not responsible for loss or theft after confirmed delivery. Replacements in these circumstances would be at the customer’s expense.

 

For apartment buildings or shared addresses, we recommend using a secure delivery option such as Parcel Collect or delivery to your local post office.

 

Delivery to Third-Party Locations

Delivery to parcel lockers, reception areas, or third-party agents is considered successful delivery.

 

Responsibility transfers to the recipient at that point.

 

We are unable to provide refunds or replacements for orders confirmed as delivered to the address provided.

 

Subscription Orders

If you have an active subscription, orders will be processed automatically based on your selected delivery schedule.

 

Customers are responsible for ensuring:

 

  • Shipping details are up to date
  • Subscription settings are correct before billing

If your address changes or you will be unavailable, update your details at least 3 business days prior to your next billing date.

 

To update successfully:

 

  1. Log Into Your Customer Portal
  2. Update your main account address
  3. Update the address within the subscription management section

Both must be completed.

 

International Orders, Customs & Duties

Customers ordering outside of New Zealand are responsible for understanding local import regulations, duties, and taxes.

 

Health & Balance Vitamins is not responsible for:

 

  • Customs delays
  • Parcels refused due to local regulations
  • Additional duties, taxes, or import fees

If a parcel is returned due to unpaid duties or taxes, it will be processed in line with our Returns & Refund Policy.

 

Customs Processing

Customs clearance time frames are determined by the destination country and are outside of our control.

 

While all required documentation is provided, processing times may vary.

 

For information on import requirements, please contact your local customs authority before placing your order.

 

Questions

If you would like any further information before placing your order please contact us at info@handbvitamins.com