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.
- Why should I shop with NZ Health Food?
- Do you have a retail store?
- How do I find out the ingredients of a product?
- How do I stay informed about new products and special offers?
- Do you offer any discount for bulk purchases?
- How can I contact you?
- My question is not here, how can I get an answer?
- Can I add something to an order I have just made?
- How can I cancel my online order?
- I have forgotten my password, what do I do?
- How do I change my online password?
- What forms of payment do you accept?
- I got an email saying the item I bought is out of stock. Why is that?
- Is it safe to order online from your website?
- Why are some of your products so much cheaper than elsewhere?
- How much do you charge for delivery?
- How long does it take for delivery after I place my order?
- Do you ship overseas? If so, how long does it take and how much does it cost?
- Can I track my parcel?
- What happens if my parcel doesn’t arrive by the expected time?
- Will customs let my parcel through?
Problems with your order
- How can I return an item?
- The product I received is damaged. What now?
- What happens if my parcel doesn’t arrive by the expected time?
Q : Why should I shop with New Zealand Health Food?
A : We are New Zealand’s favourite online supplier of natural health products. Join our thousands of satisfied customers who have shopped our range of great value products. We offer fantastic value with our own brands KNH, New Zealand Health Food, Kiwi Natural Health and Manuka South.
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 : No, we no longer have have a retail store. We only sell our products on our website: nzhealthfood.com
Q : How do I find out the ingredients of a product?
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 and Instagram. 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. You may have purchased multiple units of a product when only a limited number was available. We reorder products immediately, however there may be occasions when we are unable to source more stock and will process a refund to your payment method instead.
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. To check if we ship to your country, place an item in your shopping cart and proceed to checkout, where you will be able to select the shipping destination from the list of countries.
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 our Tracked Shipping option 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. Our Non-tracked Shipping option parcels are allocated a reference number, but this is not used to track the item. Once orders are dispatched using this service, they can not be tracked.
Q : What happens if my parcel doesn’t arrive by the expected time?
A : For expected delivery times please visit our shipping page. Please note that these are estimated time frame, not guaranteed. There can occasionally be delays when orders enter the receiving country which are out of our control. If you have not received your parcel within a reasonable time frame then please contact us at [email protected] along with your order details and we will investigate it for you.
Please be advised that we accept no liability for unsuccessful deliveries of Non-tracked Shipping orders. If you are having difficulty receiving a Non-tracked Shipping order, we will happily lodge an enquiry with the carrier on your behalf. However, please be aware, that payment of any refund is strictly based on the outcome of the investigation.
Our Tracked Shipping orders 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.