Shipping & Handling
By placing your order with Net Pharmacy, 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 NZ$100 - NZ$5.95*
- New Zealand orders over NZ$100 - Free Delivery**
(excludes wholesale, prescription and parcels over 25kg) - Rural addresses will attract a surcharge of NZ$5.50 on top of the rate above.
- International – Per Kilo
- If your order is very heavy, or is very big/bulky, You may be charged for the extra weight/volume. If that is the case, Net Pharmacy may contact you directly to discuss prices/options prior to charging your order.
* Rural addresses: NZ$11.45
** Rural addresses: NZ$5.50
2. DESTINATIONS
We delivery to all addresses including PO Box and Private Bag within New Zealand where postal delivery is available. You can check to see if your address is in New Zealand Post's database by searching for it using the Address and Postcode Finder.
Overseas parcels are sent via standard airmail or DHL Express depending on customers' choice. Both services cover almost all the countries with a few exceptions. You can check to see if your country is having disruptions or suspensions with airmail service on New Zealand Post website. For DHL Express' delivery target, please refer to the Service and Rate Guide.
Please note DHL Express does not deliver to PO Box or Private Bag.
3. PROCESSING TIMES
We aim to have parcels ready for dispatch within 1-3 working days Monday to Friday assuming all items are in stock in our warehouse. All other orders will be dispatched as quickly as possible thereafter. If there are any delays we will contact you immediately.
Order processing and delivery times may vary in peak times such as public holidays, long weekends and some catalogue promotions.
4. DELIVERY TIMES
Please note that delivery is independent of processing time, once shipped transit times are as below
- New Zealand (urban): 1 - 2 business days
- New Zealand (rural): 2 - 3 business days
- Australia: 4 - 6 business days
- Rest of world: 10 - 20 business days (largely depend on speed of custom clearance)
These timeframes start only once the order has left our premises, not from the day your order is placed on our website. This may be due to stock availability. Business days means days during the week, not including weekend days and public holidays. Please note that Net Pharmacy has no control over the delivery times once it has left our premises.
5. METHODS OF SHIPMENT
All New Zealand parcels are sent via New Zealand Post (CourierPost) with track and trace.
Overseas items are sent via standard airmail or DHL Express depending on customers' choice. Insurance and tracking may be available for parcels valued over $250 NZD or weighing over 2kg. DHL Express is not available for pharmaceuticals products such as medicines or nicotine products sending to the United States.
Express shipping is only available to some destinations. Please e-mail us for a quote if you require this service.
6. COMPENSATION POLICY
If you receive your parcel and it is damaged, please retain all the outer packaging and inner packaging, take photos of outer packaging and damaged goods and forward to info@netpharmacy.co.nz
Failure to do so may result in compensation being forfeited.
Net Pharmacy will not accept any liability or make compensation payments for loss, damage, delayed delivery or parcels halted by customs for containing any prohibited items. From time to time shipments are held by customs and subject to inspection fees - Net Pharmacy is not liable for these fees.
7. MISSING PARCELS
If you have not received your parcel within the delivery time frame specified above, you must contact us immediately at info@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.
We accept responsibility for parcels lost in transit in New Zealand prior to their having been delivered to your home/business provided we are notified within 7 days. We cannot accept responsibility for your parcel once delivery has been made.
8. 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.
9. 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.
10. 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.
11. 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.
12. DISCLAIMER - DESTINATION COUNTRIES
We apologise that we will only try our best efforts to help but can not take full responsibility for following countries due to repeated difficulties with customs / postal services: Afghanistan, Ethiopia, Ghana, India, Indonesia, Iran, Iraq, Mexico, Malaysia, Myanmar, Nigeria, Pakistan, Papua New Guinea, Greece, Philippines, Russia, Ukraine.
13. PRESCRIPTION MEDICATION
All prescriptions are subject to a $5.95 freight fee. Parcels containing prescription medication require a signature on delivery. Rural addresses will attract a surcharge of $5.50.
Prescription medications cannot be returned or refunded.
14. OVERSIZED PARCELS
If your order is very heavy, or is very big/bulky, You may be charged for the extra weight/volume. If that is the case, NetPharmacy will contact you directly to discuss prices/options prior to charging your order.
15. COLD GOODS
We endeavour to dispatch all Cold Goods with an ice pack and before Friday so that your product is not kept in storage over the weekend.
The stability of the product varies between brands with most being stable over transit time.
Please make sure that you are at home to receive the parcel, Net Pharmacy will not be responsible to compensate the loss caused if the parcel containing cold goods has to be kept in courier depot.