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Shipping Information

By placing your order with NetPharmacy, you agree to follow the terms and conditions of carriage as stated below.
If you have any further questions, please click here to contact us.

1. Shipping Costs

• New Zealand orders under NZD$100 - NZD$4.95 
• New Zealand orders over NZD$100 – Free Delivery
  (excludes wholesale, prescription and parcels over 25kg) 
• International – Per Kilo. To check the delivery cost for your parcel please follow these steps. 

1. Add the items you wish to purchase to your shopping cart.
2. Click on the link ‘shopping bag’, then click ‘edit my shopping bag’.
3. In the section ‘Delivery Cost Estimator’ choose your destination country from the drop down menu. If a zip code is required, enter this and click the green button.
4. This will display the delivery cost for items in your cart. 

2. Processing Times

We aim to have parcels ready for dispatch within 1-3 working days.

If there are any delays we will contact you immediately.

If your parcel is required before a certain date please write this in the comments box during checkout 

3. Delivery Times

Please note that delivery time is independent of our processing time frame.

New Zealand (non-rural)
2-4 business days

New Zealand (rural)
3-6 business days

Australia
5-7 business days

Rest of world
7-10 business days 

4. Methods of Shipment

All New Zealand parcels are sent via courier with track and trace.

Overseas items are sent via standard airmail. Insurance and tracking are only available for parcels valued over $300 NZD or weighing over 2KG.

Express shipping is only available to some destinations. Please e-mail us for a quote if you require this service. 

From May 21, 2012, for all parcels over $150 we will courier to you in a signature required satchel.

Please ensure you provide a delivery address where someone is available to sign for your parcel.

5. Compensation Policy

We will compensate for damaged items. To speed up our claiming process, please attach a photograph of the damaged item(s) with your e-mail. All claims should be e-mailed to claims@netpharmacy.co.nz. 

6. Missing Parcels

If you have not received your parcel within the delivery time frame specified above, you must contact us immediately on 0508 88 11 88 (+64 9 373 4485) or claims@netpharmacy.co.nz.

We will advise you on the claiming process on a case per case basis.

Please note that all claims outside of 30 days from initial dispatch will not be considered. 

7. Return & Refund Policy

All returns must be received by us within 30 days of initial dispatch.

If we have sent you an incorrect item, we will send you the correct item along with a courier ticket for return.

If you decide you no longer require a product or have ordered an incorrect item, we will provide you a refund excluding shipping and handling fee. Please ensure all returns are packaged adequately as refund will not apply on damaged items. We are not responsible for any additional freight costs incurred.

If your parcel has been returned to us due to an incorrect address or inability to collect it from the post office, we will provide you a refund excluding shipping and handling fee. We are not responsible for any additional freight costs incurred.

In accordance to law, Prescription only medications cannot be refunded or returned. 

8. Address Guidelines

It is your responsibility to ensure that your address is accurate and complete. If you are unsure of how to format your address, please check with your country’s post office website.

If your parcel is being delivered to a business address, you must write the name of the business in the appropriate field. If your address is an apartment building, please ensure to write the correct apartment number and street address. Failure to do so will result in your parcel being returned to us by the courier or lost.

Most countries require a zip code/postcode, state or region and town. New Zealand addresses must have the suburb listed. 

9. Delivery Instruction Guidelines

Couriers need as much help as they can get when delivering parcels. This is especially true with units or apartments. This includes listing how to ring up to an apartment (e.g. press number or bell), whether the parcel can be left with another person (reception, building manager etc), how to locate your unit (back of house, identifying features) and where to leave the parcel. If your property has a gate or may be difficult for the courier to access please consider this when placing your order and write the appropriate instruction. If you own dogs, please state whether it is safe for the courier to enter the property.

If you would like to sign for your parcel please state ‘SIGNATURE REQUIRED’ in the comments box during checkout. 

10. Your responsibility as an importer (overseas customers)

Once you decide to bring goods into your country from an overseas location you become an importer. This means that legally you are responsible for abiding by the import laws set by your country. We are not responsible for any items that are seized or destroyed by the Customs and Border Protection in your country. If your item is destroyed by Customs we are unable to provide any refund. We are also unable to refund for items that are opened, damaged or inspected by Customs. 

11. Destination Countries

Due to a high incidence of missing parcels we are unable to ship to the following countries: Afghanistan, Ethiopia, Ghana, India, Indonesia, Malaysia, Myanmar, Nigeria, Pakistan, Papua New Guinea, Philippines.

12. Prescription Medication

All prescriptions are subject to a $4.95 freight fee. Parcels containing prescription medication require a signature on delivery.

Prescription medications cannot be returned or refunded. 

13. Oversized Parcels

If your parcel is over 25kg we will contact you if there are any additional freight fees payable.

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