Refund policy

Shipping

  • We ship Monday through Friday excluding Holidays.
  • Delivery Date can NOT be specified by customers.
  • If your shipping address is in New Zealand, the state tax will apply according to the items your ordered.
  • We will NOT take any responsibility for delivering delays caused by loss, traffic conditions or weather conditions.
  • Please acknowledge that stock availability is subject to change. For out-of-stock items, we may ship without the shortage item. If this is the case, we will reduce the item price from your total order amount before we ship the package.
  • Toll Networks (NZ) Ltd("TOLL") can NOT ship to Postal Office Boxes (P.O.BOX), hotels or APO/FOP addresses.

Shipping Fees

Shipping fees are automatically calculated based on the delivery region and the weight of the items. Please check the shipping cost displayed at checkout before completing your order.

Out-of-stock

If any of the items that you ordered are out of stock, you will receive a notification via email. We must receive a confirmation reply in order to send the other items placed in order. Please note that if we do not receive the confirmation reply within one week, the placed order will be cancelled entirely.
 

Missing/Damaged Items

Please contact us immediately if you any packages are lost or damaged. If you provided an invalid address and the package is returned to us, we will ship again as soon as we receive your correct address. Please note that we will charge shipping fees again in this case.
 

Return/Exchange Policy

Product Images

Please note that actual product packaging may vary from the images shown on our website due to manufacturer updates or batch differences. While we do our best to ensure product photos are current, we cannot guarantee that packaging will always match the images provided.

Defective/Damaged/Wrong Products

We do our best to ship your order so you can receive it in excellent condition.
However, if you receive damaged or incorrect products, please contact us immediately within 7 days of the arrival date.
 

Customer Convenience

If you are not satisfied with the items you ordered at our online shop, please contact us within 7 days from the arrival date and please provide your order number. Also, please note that the customer is responsible for shipping fees in this case.
Please see the non-returnable/exchangeable products listed below:
(1) Opened food products, sanitary items, cosmetic, flatware and eating utensils.
(2) Special sale or clearance items.

Refund and Cancellation Policy

For cancelling order before pick up or dispatch, $15.00 will be charged for administration fee. For delivery via Toll Networks (NZ) Ltd , cancelling order after dispatch will not be accepted. Due to food safety reasons, we regret that we are unable to accept the exchange, refund or cancel for “change of mind” purchases. We do, however, refund, exchange or provide credit if the products you have purchased are:
  • faulty
  • significantly different to those shown or described on our website.
    In this case, please contact us within 3 business days from the date you receive your order and provide the original receipt as proof of purchase. If you have any problem or question about your order, please kindly contact us (Monday to Friday 11:00-16:00, except public holiday) via email immediately and please quote the invoice number for us to locate your order. Thank you for your attention!