Shipping and Delivery Policy

Last updated: 22 July 2026

This Shipping and Delivery Policy applies to orders placed through purevitality.co.nz.

Pure Vitality currently accepts and fulfils orders for delivery within New Zealand only. International ordering and delivery are temporarily paused while we review and navigate international shipping, customs and import requirements.

1. New Zealand delivery

Orders placed through our website can currently be delivered only to valid New Zealand addresses.

Available delivery options and charges will be displayed at checkout before you complete your purchase.

We do not currently offer customer collection or delivery to international addresses.

2. Order processing

Orders are normally processed within one to three business days after payment has been successfully received.

Business days are Monday to Friday, excluding New Zealand public holidays.

Processing may take longer during:

Sales and promotional periods;
Public holidays;
Periods of high order volume;
Stocktake;
Severe weather or courier disruption; or
Circumstances outside our reasonable control.

If a significant delay affects your order, we will make reasonable efforts to contact you.

3. Third-party fulfilment

Pure Vitality’s online orders are stored, packed and dispatched by an independent third-party logistics provider in Auckland, New Zealand.

Our fulfilment facility is not a retail store or customer-service location. It is not open for customer visits, purchases or order collections.

Approved returns may be sent to the facility only after contacting us and receiving return instructions.

4. Estimated delivery timeframes

Most New Zealand orders should arrive within approximately two to seven business days after dispatch.

Rural and remote deliveries may take longer.

Delivery timeframes are estimates rather than guarantees. Delays may occur because of:

Courier disruptions;
Severe weather;
Public holidays;
Rural delivery schedules;
Incorrect or incomplete addresses;
High parcel volumes; or
Other circumstances outside our reasonable control.

A delayed delivery does not automatically mean that an order is lost.

5. Shipping charges

Applicable shipping charges are calculated and displayed at checkout before payment is completed.

Shipping charges may vary depending on:

Delivery location;
Rural delivery requirements;
Parcel size or weight;
Products ordered; and
Any applicable shipping promotion.

Any free-delivery offer is subject to the terms displayed with that promotion.

6. Order tracking

Where tracking is available, you will receive a dispatch notification containing your tracking information.

Tracking information may take some time to update after the courier collects or scans the parcel.

If you have not received a dispatch notification, check your email spam or junk folder before contacting us.

For assistance, email sales@purevitality.co.nz with your name and order number.

7. Delivery addresses

You are responsible for providing a complete and accurate delivery address when placing your order.

Review the following information carefully before completing checkout:

Recipient’s name;
Street address;
Suburb;
City;
Postcode;
Telephone number; and
Any relevant delivery instructions.

We cannot guarantee that an address can be changed after an order has entered processing or has been sent to our third-party fulfilment provider.

8. Authority to leave

A courier may leave a parcel at the delivery address where the courier’s service permits this or where authority to leave has been provided.

If you request that a parcel be left unattended, you accept the risk of loss or damage after the parcel has been delivered in accordance with those instructions, except where applicable law provides otherwise.

If you do not want a parcel left unattended, use an appropriate delivery address and follow any available courier instructions.

9. Rural delivery

Rural deliveries may require additional delivery time or charges.

You are responsible for identifying an address as rural where applicable.

If the correct rural delivery charge was not applied at checkout, we may contact you before dispatch to arrange payment of the additional charge or offer cancellation and a refund.

10. Incorrect or incomplete addresses

If an order is delayed, returned or lost because an incorrect or incomplete address was supplied, additional delivery charges may apply.

If the parcel is returned to us, we will contact you to discuss:

Redelivery at your cost;
Correction of the address; or
A refund of the eligible product value, less any delivery or return-to-sender charges where legally permitted.

We are not responsible for an order delivered to the address supplied at checkout where that address was entered incorrectly by the customer.

Nothing in this section limits any rights that cannot legally be excluded.

11. Unclaimed or returned parcels

A parcel may be returned to us if:

Delivery was attempted but unsuccessful;
The address was incomplete or incorrect;
The recipient did not collect the parcel;
The recipient refused delivery; or
The parcel could not be delivered safely.

If a parcel is returned, we will contact you using the details provided with the order.

Additional delivery charges may apply if you request redelivery and the failed delivery was not caused by Pure Vitality or the courier.

12. Missing or delayed parcels

If your tracking information shows no movement for an extended period or the estimated delivery timeframe has passed, contact us at sales@purevitality.co.nz.

Please include:

Your full name;
Order number;
Delivery address; and
Any relevant tracking information.

We may need to open an enquiry with the courier. Courier investigations can take several business days to complete.

We will work with you and the courier to determine an appropriate outcome.

13. Damaged parcels

If your order arrives damaged, leaking, broken or otherwise affected during delivery, contact us promptly at sales@purevitality.co.nz.

Please provide:

Your order number;
A description of the damage;
Photographs of the product;
Photographs of the outer packaging; and
Photographs of the courier label where possible.

Keep the product and packaging until we have responded, unless keeping them would create a safety risk.

Depending on the circumstances, we may arrange a replacement, refund or another remedy in accordance with our Refund and Return Policy and applicable New Zealand consumer law.

14. Incorrect or missing products

Check your order when it arrives.

If an item is missing or you received the wrong product, contact sales@purevitality.co.nz promptly with your order number and details of the issue.

We may ask for photographs to help investigate the matter with our third-party fulfilment provider.

Where we have supplied an incorrect product or omitted an item, we will provide an appropriate remedy in accordance with applicable consumer law.

15. Delivery of subscription orders

Subscription orders are delivered according to the schedule selected when the subscription was created or subsequently updated.

You are responsible for keeping your subscription delivery address current.

Address or schedule changes must be completed through the customer subscription portal before the next order is processed.

Once a subscription order has been processed or sent to fulfilment, we may be unable to change its delivery address or stop dispatch.

Further information is available in our Subscription Policy.

16. Delivery promotions

Free-delivery promotions may be subject to:

A minimum order value;
Specific products;
A promotional code;
A stated promotional period; or
Other conditions disclosed with the offer.

Unless otherwise stated, delivery promotions apply only to eligible New Zealand addresses.

We may correct or withdraw a delivery promotion where an obvious pricing or technical error has occurred.

17. International orders

International ordering and delivery are currently paused while we review and navigate international shipping, customs, tariffs and import requirements.

At present:

Our website accepts orders for delivery within New Zealand only;
International delivery rates are not available;
We cannot accept orders using an overseas delivery address; and
We cannot provide a confirmed date for international delivery to resume.

If international delivery becomes available again, eligible destinations, products, charges and delivery conditions will be displayed on our website and at checkout.

Some products may remain unavailable for certain countries because of local import restrictions, particularly products containing animal-derived or bee-derived ingredients.

If an international order is accepted in error, we may cancel the order and refund the amount paid to the original payment method.

18. Returns

Customers must contact us before returning a product.

Approved returns are handled through our third-party fulfilment and returns facility:

Pure Vitality Limited – Returns
259 James Fletcher Drive
Ōtāhuhu
Auckland 2024
New Zealand

This facility is not open for customer visits, purchases or order collections.

Do not send a return until you have received return instructions from us. Unauthorised returns may not be accepted or correctly matched to your order.

Full return requirements are explained in our Refund and Return Policy.

19. Consumer rights

Nothing in this Shipping and Delivery Policy excludes, restricts or modifies any right or remedy that cannot legally be excluded.

This includes applicable rights under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986.

Where this policy conflicts with a right that cannot legally be excluded, the applicable law will prevail.

20. Contact us

For shipping or delivery assistance, contact:

Pure Vitality Limited
Email: sales@purevitality.co.nz

Please include your full name, order number and delivery address so we can assist you promptly.

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Shipping policy