Frequently Asked Questions

 

Below are some of our most commonly asked questions.

If you can’t find the answer you’re looking for, we’re here to help so please contact us.

General

Shopping online

Delivery

Problems with your order

Q : Why should I shop with New Zealand Health Food?

A : We are New Zealand’s favourite online supplier of natural health and skincare products. Join our thousands of satisfied customers who have shopped our large range of great value products.  We offer fantastic value with our own brands KNH, New Zealand Health Food and Dr Bee and a great selection of products from leading brands such as Sukin, Organic Surge, Clinicians, Comvita, Good Health, Lifestream, Nutra-Life, Radiance, and many more.

We offer fantastic prices, and our monthly specials and regular sales will save you money. All of our pricing is in NZ dollars but if you are shipping overseas all the prices will be a further 15% reduced as you will not pay NZ GST.  Check out our specials page to see what is currently on offer.

Most orders are dispatched the same day we receive them.   All New Zealand wide orders over $75 receive free delivery, otherwise postage is just $4.50 within New Zealand. For more information on our shipping options please visit our shipping page.

Q : Do you have a retail store?

A : Yes we do!  Our retail store is located at 215 Wooldridge Road, Christchurch.  We are open from 9am – 5.30pm Monday to Friday and 10am -4pm on a Saturday.  We are well known for our excellent customer service, made possible by our helpful, qualifed and experienced staff members.

Q : How do I find out the ingredients of a product?

A : Where possible we have listed the product ingredients on each product page.  However some of our products list only the active ingredients on the label.  If you have any questions regarding the ingredients, please contact one of our friendly staff for more information.

Q : How can I stay informed about new products and special offers?

A : We send out a monthly email newsletter that promotes our new products, competitions, sales and specials.  We are also updating our customers via Facebook, Instagram, Twitter, Pinterest and Google + .  You can find the links to all of these at the bottom of the any page of our website.

Q : Do you offer any discount for bulk purchases?

A : If you would like to purchase in large quantities then please contact us here for more information.

Q : How can I contact you?

A : You can contact us here. We will respond to you as soon as possible.  You can also chat with us through our chat box on the bottom right hand side of the page (operational office hours Monday – Friday).  Alternatively you could call us on  03 3588 817.

Q : Can I add something to an order I have just made?

A : Providing we have not already shipped your product then that is no problem and usually there would be no additional shipping cost.  To add an item to your order, please contact us as soon as possible.

Q : How can I cancel my order?

A : If for some reason you need to cancel your order please call us or email us as soon as possible.  We are unable to cancel orders that have already been dispatched.

Q : I have forgotten my password, what do I do?

A : We all do this at one time or another! Just click on the login button at the top of the screen.  Click on “Forgot your password?” underneath the password field.  This will send you a new password to your email address associated with your account.

Q : How do I change my online password?

A : If you have not already logged in, please do so. Once you have logged in, click on the ‘Account Information’ button on the left hand side.  Check the box next to ‘change password’ and this will then display the ‘current password’, ‘new password’ and ‘confirm password’ fields. Simply enter the password details and click the ‘save’ button.  All done!

Q : What forms of payment do you accept?

A : We currently accept Visa and Mastercard payments.  We offer a secure payment system to give our customers piece of mind.  None of our customers credit card details are stored.

Q : I got an email saying the item I bought is out of stock. Why is that?

A : All the products that are available on our website are currently in stock.  There are the rare occasions however that a product can sell to another customer at the same time that you are placing an order. You also may have purchased multiple units of a product when only  a limited number was available. We reorder imediately though and you can expect your order to be fulfilled within one week but we will keep you updated.  There will of course be no extra delivery charge for this.

Q : Is it safe to order online from your website?

A : Yes it is. The New Zealand Health Food website uses the industry standard SSL protocol, which encrypts your information as it is transmitted over the internet. To make sure you are accessing a secure server, check for the unbroken key or closed lock symbol located generally either at the bottom left, bottom right or top right of your browser window. If this appears, then SSL is active. You can double check this by looking at the URL as well. If SSL is active, then the first characters of that line will read ‘https’ rather than just ‘http’. It is also important that you keep your password secure.  Please also ensure you logout when you have finished visiting www.nzhealthfood.com, especially if you access our website from a shared computer.

Q : Why are some of your products so much cheaper than elsewhere?

A : Here at New Zealand Health Food Co we not only retail natural health products we also produce our own branded supplements.  By doing this we can “cut out the middleman” and sell direct to the public at much more reasonable prices.  We want to offer our customers the best value possible and we are constantly reviewing our product range and prices in order to achieve this.

Q : How much do you charge for delivery?

A : We offer free shipping within New Zealand on all orders over $75. Orders under $75 are just $4.50 for tracked courier anywhere within New Zealand. – including RD addresses.  For international orders the cost of shipping depends on the weight of the order and is calculated at the checkout page. We offer several different shipping options which you can view here.

Q : How long does it take for delivery after I place my order?

A : New Zealand wide orders usually take 2-3 working days. International delivery varies depending on the shipping service you have chosen. International orders can take from 3-15 days depending on the destination and service chosen.

Q : Do you ship overseas?

A : Absolutely!  We ship to many international destinations on a regular basis.

Q : Can I track my parcel?

A : Domestic orders: After pacing your an order online you will receive a email notification of dispatch containing your parcel’s tracking number. The links to the courier sites are available at the top of that email to track the parcels progress.  If you have any concerns or issues tracking your parcel please contact us.

International orders: Only parcels sent with courier service can be tracked. Please use your parcel’s tracking number (sent to you in your email notification) and the link to the appropriate site at the top of that email.  Airmail (International Air) parcels can not be reliably tracked.

Q : What happens if my parcel doesn’t arrive by the expected time?

A : For expected delivery times please visit our shipping page.  If you have not received your parcel within the expected time frames then please contact us immediately and we will investigate it for you.

Our products are delivered with free insurance and in the unlikely event that your item arrives damaged, or is lost in transit prior to having been delivered to your address, let us know, and we will either replace it (if a replacement is available) or issue a refund.  We cannot accept responsibility for your parcel once delivery has been made.

Q : Will customs let my parcel through?

A : Customs and import regulations vary widely between countries. Some of the products we sell via this website are prohibited for importation into certain countries. Unfortunately, it’s not possible for us to be aware of all of the regulations specific to each country that we ship to. We do however try to highlight any import restrictions that we are aware of on the product detail page.

Any import duties or taxes, which are levied by the authorities of your country once the product reaches your country, are at your cost.  Customs and import regulations vary widely between countries. Some of the products we sell via this website are prohibited for importation into certain countries. Unfortunately, it’s not possible for us to be aware of all of the regulations specific to any given country.  It is your responsibility to ensure that any goods which you order are not prohibited/restricted within your delivery country. NZ Heatlh Food Co Ltd accept no liability for the refund/replacement of any goods or any costs relating to, or arising from, the importation or confiscation of any goods by your countries Customs Office or other government body.  

We’ve been sending goods all over the world for many years and have had very few problems.

Q : How can I return an item?

A : If you are unhappy with a product you have received please contact us to discuss.

Q : The product I received is damaged. What now?

A : Please contact us with your issue as soon as you receive the order so that we can look to resolve it for you as soon as possible.  We may require you to send photos of the damaged product so please keep the product until you have contacted us.

Q : What should I do if my parcel doesn’t arrive with the expected time?

A : For expected delivery times please visit our shipping page.  If you have not received your parcel within the expected time frames then please contact us immediately and we will investigate it for you.

Our products are delivered with free insurance and in the unlikely event that your item arrives damaged, or is lost in transit prior to having been delivered to your address, let us know, and we will either replace it (if a replacement is available) or issue a refund.  We cannot accept responsibility for your parcel once delivery has been made.