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LOLU™ Health Shipping & Delivery Policy

 

Last updated: 01 Oct 2023
Legal Basis  This Shipping & Delivery Policy complies with the Consumer Guarantees Act 1993 (NZ), s28, which provides that “if the supplier agrees to arrange delivery, and the carrier is acting as the consumer’s agent, the goods are at the consumer’s risk once delivered to the carrier.”  View the Act here: legislation.govt.nz

 

1. Free Delivery and Shipping Rates

 

New Zealand

  • Free nationwide delivery applies to non-dairy orders over 175 NZD.

  • Special Shipping Rate for Dairy Products (NZ Domestic):

    Due to the weight and handling requirements of dairy products, standard free shipping thresholds may not apply.

    • 1–2 units (0–2kg): NZD $9.99
    • 3–5 units (2–5kg): NZD $16.99
    • Express courier options are available at checkout: NZD $23.00
    • Free standard shipping is available for orders over NZD $200


  • LOLU™ Health Nutrition Consultation clients are entitled to one complimentary shipping on any non-dairy order as part of their consultation package benefits.

  • Standard delivery within New Zealand typically takes 2–5 working days, depending on the destination and courier workload.

  • Auckland customers can access our 48-hour delivery service (business hours) for 19 NZD.

 

Australia

  • Orders $0 – $500 AUD → Standard Shipping $25 AUD

  • Orders over $500 AUD → Free Shipping

  • Estimated delivery: 3 – 13 working days (depending on local carrier and customs)

 

United States

  • Orders under $300 USD → Standard $45 USD | DHL $85 USD

  • Orders over $300 USD → Standard Free | DHL $65 USD

  • Estimated delivery: 8 – 10 working days (depending on local carrier and customs)

 

Canada

  • Orders under $300 CAD → Standard $45 CAD | DHL $85 CAD

  • Orders over $300 CAD → Standard Free | DHL $65 CAD

 

China

  • Non-dairy orders:
    • Orders under 300 NZD → Standard shipping: 10 NZD
    • Orders over 300 NZD → Standard shipping: 15 NZD

  • Orders containing dairy products:
    Dairy products incur an additional 16 NZD per item, due to customs documentation and controlled shipping requirements.
    • Total shipping cost = Standard shipping (10 NZD or 15 NZD) + 16 NZD × number of dairy items.

    Example:
    If a customer orders 2 dairy items under 300 NZD → Shipping = 10 NZD + (16 × 2) = 42 NZD.

 

Taiwan

  • 1–8 items (0–1000 g): $21.90 NZD

  • 9–16 items (1000–2000 g): $32.90 NZD

  • 17–24 items (2000–3000 g): $43.90 NZD

  • 25–32 items (3000–4000 g): $59.00 NZD

 

South Korea

  • Orders up to 250 NZD (₩0–₩200,000 KRW): ₩50,000 KRW

  • Orders over 250 NZD (₩200,001 KRW and up): Free Shipping

 

Philippines

  • Standard shipping: ₱700 PHP, estimated 3–13 working days.

 

Macau (SAR)

  • Standard shipping: MOP 122.92

 

 

2. Delivery Services (New Zealand)

 

Most orders are shipped with NZ Post or NZ Couriers from our Auckland warehouse.

Deliveries to the South Island or rural areas may take up to 5 working days.

 

 

3. Dispatch Times

 

Orders are dispatched the same day (before 10 a.m.) or next working day after payment confirmation.

Some freshly mixed products may require up to 5 working days for dispatch during peak demand.

 

 

4. Estimated Delivery Timeframes

Destination

Estimated Delivery Time

New Zealand

2 – 5 working days

Australia

3 – 13 working days (depending on local carrier and customs)

United States

8 – 10 working days (depending on local carrier and customs)

China

10 – 15 working days (depending on local carrier and customs)

Taiwan / South Korea / Philippines / Macau

7 – 15 working days (depending on customs clearance)

 

Delivery times are estimates only and may vary due to customs, carrier capacity, or external events.

 

 

5. Tracking Your Order

 

You’ll receive an email with a tracking link once your parcel is collected and scanned by the courier.

If you haven’t received it within two working days, check your spam/junk folder or contact info@lolu.co.nz.

Once the parcel is scanned and accepted by NZ Post, Aramex or any designated courier, the order is considered fulfilled and ownership and risk transfer to you.

 

 

6. International Deliveries – Responsibility and Risk

 

Ownership and risk transfer to the buyer once the parcel is accepted and scanned by NZ Post or the designated courier. After acceptance, the parcel is under the carrier’s care and delivery obligation shifts to the carrier’s system. Under the Universal Postal Union (UPU) framework, only NZ Post (or the recipient in the destination country) may initiate postal investigations. LOLU™ Health is legally unable to contact foreign postal services directly. Once the parcel is accepted by the carrier, LOLU™ Health’s delivery obligation is complete. We will assist with NZ Post inquiries as a courtesy only. If NZ Post formally declares a parcel lost, any goodwill remedy is solely at LOLU™ Health’s discretion and does not constitute an obligation.

 

 

7. Dairy Product Shipping Restrictions

 

Some countries restrict dairy imports (e.g. EU, Japan, Middle East).

Customers must confirm that dairy importation is allowed before ordering.

Refunds cannot be issued if a parcel is returned or destroyed by customs.

For China: An additional NZ $16 per dairy item applies to cover customs and documentation costs.

 

 

8. Customs, Duties, and Import Taxes

 

International orders may be subject to import duties, taxes, or clearance fees.

These are the responsibility of the recipient. LOLU™ Health cannot influence customs processes or delays.

 

 

9. Delivery Failures and Non-Receipt

 

If tracking shows that the parcel has arrived in the destination country but not yet delivered, it may be awaiting processing or pickup at the recipient’s local post office or customs depot.

Once a parcel has been scanned and accepted by NZ Post or the designated carrier, it is deemed successfully dispatched and beyond LOLU™ Health’s control. Customers must liaise directly with their local postal service using the tracking details provided.

Customers are responsible for checking their email inbox, spam/junk folder, and physical mailbox for any postal or customs notices. If no notice is received, contact your local postal service directly with your tracking number or waybill.

Once tracking confirms that a parcel has been delivered, collected, or signed for, the order is deemed fulfilled, and LOLU™ Health bears no further responsibility for loss, theft, or misdelivery occurring thereafter.

If a recipient claims non-receipt despite tracking showing delivery, LOLU™ Health reserves the right to request written confirmation or investigation results from NZ Post or the destination carrier before considering any remedy. False or fraudulent non-receipt claims may result in denial of any remedy and may be reported as chargeback abuse.

 

 

10. Force Majeure

 

LOLU™ Health is not liable for shipping delays or failures caused by circumstances beyond our control (e.g. weather, strikes, customs issues, natural disasters).

 

 

11. Returns and Refunds

 

Due to health and safety regulations, all consumable products are non-returnable and non-refundable once they have been shipped.

Orders may only be cancelled if they have not yet been processed or dispatched. Once an order has been shipped, it cannot be cancelled, modified, or recalled.

For international orders, once the parcel has been shipped and export clearance has been completed, the order is considered final and cannot be cancelled or refunded.

If a product arrives damaged or defective, please contact us at info@lolu.co.nz within 7 days of receipt and provide:

  • clear photos of the parcel and product condition; and
  • a copy of the courier’s damage report (if applicable).

All claims are subject to verification by LOLU™ Health and/or the courier service provider.

If damage during transit is confirmed by the carrier, LOLU™ Health may offer a replacement or partial refund, depending on the circumstances.

Products that have been opened, used, or damaged after delivery are not eligible for refund or replacement.

Delivery timelines for international shipments may vary due to customs clearance and local courier processes, which are beyond our control. LOLU™ Health is not responsible for delays, holds, or rejections caused by customs authorities.

Customers are responsible for any applicable customs duties, taxes, or import regulations in the destination country.

In exceptional cases (such as duplicate orders or ordering errors), customers may contact us for assistance. Any resolution will be handled on a case-by-case basis at the discretion of LOLU™ Health.

 

 

12. Missing or Incorrect Items

 

If an item is missing or incorrect, email info@lolu.co.nz with your order number and photos for review.

 

 

13. Pre-Orders

 

Pre-orders reserve upcoming items and ship as soon as stock becomes available.

 

 

14. Packaging

 

We use sustainable paper from certified forests and 100 % recycled courier bags for minimal environmental impact.

 

 

15. Proof of Delivery

 

Once tracking confirms the parcel has been scanned and accepted by NZ Post or the courier for delivery, the order is considered fulfilled. LOLU™ Health is not responsible for loss, theft, delay, or non-delivery after this point.

 

 

16. Customer Responsibility

 

Please ensure your address and contact details are correct.

LOLU™ Health is not liable for delays or returns caused by incorrect addresses, unavailable recipients, or uncollected parcels.

Redelivery fees apply if a parcel is returned to sender.

 

 

17. Postal Investigations

 

If a parcel is delayed or missing, LOLU™ Health will open an official investigation with NZ Post. Under international postal law, investigations must be initiated by the originating postal operator (NZ Post) or by the recipient directly with their local postal authority.

At LOLU™ Health’s request, NZ Post may contact the destination postal service (e.g., USPS) to obtain tracking updates, proof of handover, or confirmation of delivery. Customers may also present their waybill and tracking number to their local postal service to assist with locating the parcel.

Investigations for international parcels can take up to 30 working days. LOLU™ Health is under no obligation to issue a refund or replacement for orders that have been accepted and scanned by the carrier. Any remedy is entirely at LOLU™ Health’s discretion after NZ Post confirms in writing that the parcel is officially lost.

 

 

18. Return-to-Sender Policy

 

If a parcel is returned because of incorrect address, customs refusal, or failure to collect, shipping fees are non-refundable, and reshipping incurs a new fee.

 

 

19. Parcel Abandonment

 

If the customer fails to complete customs clearance or respond to postal notices and the parcel is deemed abandoned, no refund or reshipment will be provided.

 

 

20. Limitation of Liability

 

Once the parcel has been accepted and scanned by NZ Post or the designated carrier, LOLU™ Health bears no liability for loss, delay, or non-delivery outside its control.

We are not responsible for indirect, incidental, or consequential damages caused by delivery delays or non-delivery.

 

 

21. Governing Law and Dispute Resolution

 

All purchases and deliveries are governed by New Zealand law.

Any disputes will first be addressed through written communication and, if unresolved, handled under New Zealand Consumer Law within the jurisdiction of Auckland.

 

 

22. Policy Acceptance

 

By placing an order, you acknowledge that you have read and agreed to LOLU™ Health’s Shipping & Delivery Policy and Terms of Purchase.