Delivery/Shipping

Shipping cost:
New Zealand
Free shipping on all orders over NZD$199.00 to anywhere in New Zealand.

For all other orders, shipping rates are given on purchase or a quote given where requested.

• Delivered using New Zealand Post.
• A track and trace is provided.  Signatures are not required on these parcels.
• If you do require a signature required delivery, please notify us.
• In the event that your parcel does not arrive with 10 days of placing the order, please notify us.

International Orders
Shipping rate is calculated per kilo by country.
Please contact us for a price as each country differs.

Order Processing Time:

• Orders are processed within 24 to 48 hours of receipt (processing time does not include weekend and public holidays).
• Orders placed on Saturday and Sunday will begin being processed the following Monday.
• Orders are processed and shipped on business days only (Monday through Friday, excluding holidays).
• You should contact us immediately for any urgent items on your order.

 Shipment Lead Time:

• Shipping time depends upon location and customs.
• New Zealand Delivery can take 1 to 4 business days plus our processing time as mentioned above.
• Overseas Delivery can take 7 to 12 business days plus our processing time as mentioned above.

 
Track and Trace:
New Zealand
Yes. Track and trace is available for domestic parcels. If you would like to receive your tracking number, please contact us for this inquiry or simply write your request during check out.
International orders
Yes. Track and trace is available for International Orders depending on carrier.

Our standard Airmail service is fast and cost effective. If you need something more quickly we offer an Express Service. Please be advised that this is 2-3 times more expensive than standard Airmail. If you are uncertain please contact us.
 
International Parcels & Customs/Duty Procedure:
It is the customer's responsibility to ensure that their address is correct after placing their order online. Please check your e-mail confirmation. If you have not received an order confirmation after you place an order, please contact us on info@naturesremedies.co.nz It is essential to check that the address listed is correct.
Each country in the world has their own Custom & Duty requirements. It is imperative that if you are uncertain whether a product can be delivered to your country of origin, you should check before you place the order. We are also not responsible for any tax or duty incurred by your parcel at the destination country.
 
When an order is returned to us by Customs and received in a re-saleable condition, we will:

• Refund the cost of the products to your credit card LESS the cost of the freight to return the parcel back to us. This is usually roughly the same cost as the original freight charge paid during checkout. We are unable to waive this freight fee under any circumstances.
• We will not refund the original freight cost.

We do not provide a refund before we have received the product back. We also do not provide refund on parcels that are detained or confiscated at your own customs due to it being listed as prohibited items in your country.
Please contact us in advance if you have any questions, we would be happy to help. Although parcels go missing very rarely it is important to understand the procedure involved in ordering from overseas. Should your parcel go missing we will do our very best to locate the parcel and will keep in contact with you throughout the claims process.

Cancellation Policy
If you place an order and then decide to cancel it, you must contact us immediately by phone. 
Outside New Zealand – + 64 9 411 8101 or New Zealand 09 411 8101
As emails are not always received on a timely basis or at times received at all, please phone us immediately. 
Please make sure you are you have selected the correct product before placing your order as we are not responsible if we have processed your order and have not received your cancellation request.
Tea Tree Manor Ltd. also has the right to reject your Order at any time and is not required to give reasons for rejecting your Order.
 
Returns and Exchanges
Your complete satisfaction is our ultimate goal.
We will gladly refund or exchange purchased items under the following conditions:
New Zealand and Australia all goods must be returned within 14 days of receipt.
Rest of the world all goods must be returned within 30 days of receipt.
 

• If the product is received in a damaged state
• The products were supplied in the incorrect quantity
• Incorrect products were sent to you
• The product is faulty
• We will not refund for damage caused by the customer.
• Used personal care products and foods are non returnable and non-refundable.
• Postage and delivery costs are non-refundable for all exchanges except for damaged goods.
• All goods to be exchanged must be returned as new (i.e. new, unopened, unused, and in resalable condition).
• We will also provide free return shipping if your return is the result of our error such as damaged, defective, or incorrect items. In other cases, a return postage fee will apply and a 10% re-stocking fee will be applied on all returns.
• Once your return has been received, a credit or refund will be issued within 30 days and an e-mail confirmation will be sent. Refunds will be issued in the original form of payment.

 
Non Returnable and Refundable Products

• All products listed as clearance items (products with a short product expiry).
• A product with a clear statement displayed on its page as non refundable for your health and safety protection.

• Lost products caused by improper delivery due to incorrect addresses and postcodes provided by the customer.   
• Any error in the input of delivery address is the customer's responsibility.
• Items which may be "prohibited" and that are detained or confiscated at your own customs.
• Please check your country's customs and duty laws before purchasing from our website.

 
Stock Unavailable:
In the case you place an order for product that subsequently becomes unavailable or there is a delay in delivery, we will contact you via email and phone within 24-48 hours to advise you of the situation and the options available to you. You may wait until the product is available or replace the product with a substitute product (the order total will be confirmed and adjusted), unless otherwise instructed.

In another case where you would like to purchase a clearly stated the out of stock situation product, you may email us and we will contact you immediately once it becomes available again.
 
Please note:All product prices are quoted in New Zealand dollars