Shipping policy

Shipping & delivery

We work with different shipping providers to balance reasonable shipping costs with reliable delivery.

For New Zealand deliveries, we use Aramex and NZ Post. For international deliveries, we use NZ Post, FedEx or DHL. The available shipping options and charges are shown at checkout.

Dispatch and delivery times

Your order is dispatched within five working days after payment is confirmed. If we expect a dispatch delay, we will contact you. Working days exclude weekends and New Zealand public holidays.

Delivery times below are estimates from dispatch, in addition to order-processing time:

New Zealand: allow approximately 5–7 working days.
Australia and the United States: allow approximately 10–15 working days, although delivery can take longer.
Other destinations: delivery times vary by country and shipping service.

Rural locations, public holidays, customs processing and courier disruptions can extend delivery times. These estimates are not guaranteed delivery dates and do not limit your rights under applicable consumer law.

Tracking and shipping options

Tracked and untracked shipping options may be available, depending on your destination. You can select from the available options at checkout. If you choose tracked shipping, we will provide tracking details when available. Untracked services do not provide tracking updates.

Delayed or missing orders

If your order has not arrived within the estimated timeframe, email info@caithyorganics.com with your order number and delivery details.

We will investigate with the delivery provider and keep you updated. We may ask you to confirm your address or check whether someone accepted the parcel on your behalf. Where we arranged delivery, Caithy remains your point of contact for resolving delivery problems. Choosing untracked shipping does not remove your applicable consumer rights.

Delivery details

Please check your delivery address and contact details carefully before placing your order. Contact us promptly if a correction is needed; changes may not be possible after dispatch.

If an incorrect address supplied by you or an uncollected parcel results in return or redelivery costs, we may ask you to cover reasonable additional charges, where permitted by law. We will explain any charges before arranging redelivery.

Damaged goods

If your order arrives damaged, contact info@caithyorganics.com as soon as reasonably possible, with your order number and a description of the problem.

Please provide clear photographs of the product, outer packaging and shipping label where reasonably possible. Keep the product and packaging while we assess the issue, and contact us before returning or disposing of them. Do not use a product if its seal or contents appear compromised.

We will assess the issue and provide an appropriate remedy, including a replacement or refund where required by applicable consumer law. Your remedy will not depend on whether the courier accepts or reimburses our claim.

Where goods are damaged during delivery arranged by Caithy, we will cover any necessary return and replacement shipping costs. This also applies when your original order qualified for free shipping.

To avoid unnecessary transport and waste, we may resolve an issue using photographs without requiring a return. This will not affect your entitlement to an appropriate remedy.

Your consumer rights

Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded, including those under New Zealand’s Consumer Guarantees Act 1993 where applicable.