Shipping, Returns & Click & Collect
How much is shipping?
We offer a FLAT RATE shipping of $7.99 for Urban North Island, $9.99 for Urban South Island and $15.00 for Rural addresses.
That means you can order as little or as much as you like you will always know what your freight is!
Shipping to the Chatham Islands, and Stewart Island can be arranged but is charged at a minimum of $80.00. This will be invoiced to you after we get the freight charge
Great Barrier Island Shipping can be arranged for a charge of $55.00
If our system fails to recognize your post code you will be charged $9.99. We work off current NZ Post postcodes
We do not deliver to PO boxes.
We only ship within New Zealand.
We use a third party courier service which is Castle Parcels, Post Haste, New Zealand Couriers or NZ Post
Click and Collect Service
Click and collect is offered for pickup from our warehouse in Albany
2/18 Corinthian Drive (entry off Oracle Drive)
Albany
Auckland
-Collection times offered are
-Collection times offered are
Monday- Friday 9am-3pm and are subject to change especially over the Christmas period.
-You have 10 business days to collect your order. We will email you a reminder on day 7. If after 14 business days you have not collected your order you will be refunded 50% and your order will be cancelled.
-Goods picked and packed on the date of email confirmation are final. For short shelf items such as Pizza bases, Glam Jams and Marshmallows we will not replace with fresh product if you are delayed collecting them.
Any questions please email orders@lowcarbhaven.co.nz
When will I receive my order?
We aim to dispatch our orders on the next business day after your order has been received. We expect delays after a long weekend or large promotion.
Certain supplements may incur a dispatch time of 48 hours but we will always endeavor to get your order out as soon as possible.
Please also note that any order with a Glam Jam perishable item in it ordered on a Thursday or Friday will not be dispatched until the following Monday
After your parcel leaves Low Carb Haven, it should take one to three business days to get your place. Please email orders@lowcarbhaven.co.nz if your parcel hasn't arrived four business days after dispatch.
You must notify us within 7 days of the dispatch date if you have still not received your order.
You must notify us within 7 days of the dispatch date if you have still not received your order.
Damaged/ Faulty items
We take every care when packing your order as many of our products are fragile. Your order will be packaged in layers of bubble wrap and corrugated cardboard where applicable to protect it on its journey. We then rely on a third party courier to deliver your order in the same condition it leaves us. If your order is damaged in transit, please contact us immediately. Please email us with photographic evidence and provide full details of condition/damage. Please do NOT dispose of any items until advised to by us as we are often required to return these to the courier for inspection. Any issues MUST be raised within 7 days of receipt of order (validated by courier tracking) for refund or replacement.
-We will not replace chocolate that has melted in transit. Please pop any items in the fridge to firm up and they will be fine to consume.
-We do not replace chips that have been damaged in transit. Please note the Quest chips are fragile and we do our best to pack them carefully.
Returns/ Refunds
You agree that any refunds requested after purchase are provided only at the discretion of Low Carb Haven. Under the Consumer Guarantees Act 1993, Low Carb Haven is not obliged to refund if you have simply changed your mind, found a product we sell cheaper somewhere else, decided you did not like the purchase or had no use for it. We will issue a credit note or refund only if the items are in a brand new re-sellable condition.
You agree that any refunds requested after purchase are provided only at the discretion of Low Carb Haven. Under the Consumer Guarantees Act 1993, Low Carb Haven is not obliged to refund if you have simply changed your mind, found a product we sell cheaper somewhere else, decided you did not like the purchase or had no use for it. We will issue a credit note or refund only if the items are in a brand new re-sellable condition.
Refunds for change of mind that have been processed via afterpay will incur a 7% charge to cover our fees with the company
Order errors will be refunded or resent at the discretion of Low Carb Haven
All orders are sent with authority to leave unless signature required is asked for
You have 7 days after delivery to raise a query with Low Carb Haven should anything be incorrect or damaged in your order. After such time Low Carb Haven assumes everything is correct and orders are closed with no further changes or refunds to me made.
