International

Do you ship overseas?

Yes we do ship overseas. Please visit our delivery page and scroll down to International where you will find a list of countries, delivery methods, and costs. The shipping rates vary depending on your delivery country and choice of delivery method. You can check the postage cost for your order by selecting your country at checkout. If you then change the quantities in your cart, click on [update cart] to update the delivery cost.

You can enter your delivery address in foreign characters for your parcel at the check-out or email us with your order number and address in foreign characters to info@vitahealth.co.nz and we will put this on the parcel as well as the address in English to assist with accurate delivery.

I am ordering from overseas. What should I know about Customs and import regulations?

Customs and import regulations vary from country to country. It is important for you to understand them. Some of the products we sell on this website may be prohibited for importation into certain countries. If we are aware of any particular import restrictions, we will make note of this on the product detail page. Please understand that it is not possible for us to be aware of all of the regulations specific to any given country.

It's entirely your responsibility to ensure that any goods which you order are not prohibited or restricted within your delivery country. VitaHealth will not accept any 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 bodies. Likewise, any import duty or tax payable on your order is not our responsibility and is beyond our control. If an order is returned to us by your countries import authorities in resalable condition, we'll refund you the value of the order less any postage costs incurred to us. We cannot provide a refund until we've received the products back. We don't provide refunds on parcels that are detained or confiscated at your countries customs due to containing items which are prohibited.

All overseas parcels must include a consignment note representing the full and correct value of the contents in the parcel. Parcel sent with courier mail must also contain a true copy of the order invoice.

We accept no liability for any goods lost in transit outside of New Zealand but will do our utmost by investigating any lost parcels.

We've been sending goods all over the world for many years and have had very few problems which have given our customers a great level of confidence and accessibility to great products generally not available in other countries

We recommend you contact your local Customs Office for further information on import regulations in your country.

Can I track my parcel?

Only parcels sent with a courier service can be tracked. You will receive a dispatch notification in your email containing a link to your tracking number. Following the tracking link to track its location: http://www.nzpost.co.nz/tools/tracking. For any assistance please contact us.

Airmail parcels cannot be tracked. Please allow delivery time specified on our shipping information page. For any assistance please contact us.

What happens if my parcel doesn't arrive?

International Courier delivery time frame is 3-8 working days, please track your order using the details provided in your dispatch notification email and contact us via email if you have any problems.

Missing parcels: We will resend missing parcels only after the courier service provider has confirmed its missing. All parcels that have been delivered after a resend can be returned to sender postage-free or can be kept if paid for. Please contact us for any assistance you may require.

International orders: Airmail delivery timeframes are 5 – 15 working days after dispatch. If you have not received your parcel in this time, please notify us via email and we can then launch an investigation with NZ Post for you. The investigation can only be launched once 3 weeks have passed since dispatch. Once an investigation is underway, NZ Post will work with your country’s postal service and attempt to locate your missing parcel. If for some reason they are unable to locate your parcel they will send a letter of “declaration of non-receipt” to the same address. This is to validate the delivery address and to also confirm in writing that you have not received your parcel. Please note: Compensation for your missing parcel in the form of a resend or a refund can only be received once NZ Post receives your signed declaration of non-receipt. We will work closely with you and the postal services until the investigation is complete.

The tracking is showing my parcel is delivered but I have not received it, what do I do?

Please contact our customer service team. Alternatively, you can contact Courier-Post on 0800 268 743 to open an investigation or visit their website to query the delivery online - www.courierpost.co.nz. We do find this is resolved faster if you contact Courier-Post directly but we are happy to do so on your behalf.

International - Lost In Transit

Airmail delivery timeframes are 5 - 15 working days and Courier timeframes are 3 - 8 working days after dispatch. If you have not received your parcel in this time, please notify us via email and we can then launch an investigation with NZ Post for you. The investigation can only be launched once 3 weeks have passed since dispatch. Once an investigation is underway, NZ Post will work with your country's postal service and attempt to locate your missing parcel. If for some reason they are unable to locate your parcel they will send a letter of "declaration of non-receipt" to the same address. This is to validate the delivery address and to also confirm in writing that you have not received your parcel. Please note: Compensation for your missing parcel in the form of a resend or a refund can only be received once NZ Post receives your signed declaration of non-receipt. We will work closely with you and the postal services until the investigation is complete.

Please note: NZ Post's terms and conditions dictate that an international investigation into a missing parcel can only be launched within a limited time after a parcel's dispatch. For us to be able to assist you with regards to a missing parcel please contact us within 90 days of your parcel's dispatch. After this time we will, unfortunately, be unable to assist you.

Customs Seizure

Please familiarise yourself with your country's import restrictions before ordering. We cannot be held responsible for any delays, fees, fines, or penalties incurred by your order due to a violation of the law. Items sold at VitaHealth are intended for personal use only.

Unfortunately, we cannot issue a refund of any kind for orders seized, damaged, or destroyed by Customs unless the order is returned back to our warehouse in undamaged and resalable condition. In that event, refunds issued will be for the cost of the merchandise only; shipping costs will not be reimbursed. Please note that if the cost to return a rejected package to our warehouse exceeds the value of the order, we will instruct the courier to destroy the package and we'll be unable to issue a refund of any kind.