Shipping & Returns

Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to certain international destinations or may incur extra importation costs.

Due to recent changes introduced by the U.S. Government regarding the way tariffs are collected on goods imported from New Zealand, NZ Post has updated its clearance and delivery processes for shipments entering the United States. See more info below.

New Zealand

• Free Shipping NZ wide.

Rest of the World

• For orders over $100 free shipping (usually 2 products or more)
• For orders under $100 a $8.00 shipping fee applies.

Important Update on Shipping to the USA

Due to recent changes introduced by the U.S. Government regarding the way tariffs are collected on goods imported from New Zealand, NZ Post has updated its clearance and delivery processes for shipments entering the United States.

Tariffs & Charges

The U.S. Government may apply a 15% tariff or other import duties on arrival.
NZ Vel will not be adding any tariff charges at checkout at this stage.
However, customers may still be required to pay duties, taxes, or additional fees if applied by U.S. Customs or other authorities.

We will continue monitoring outcomes from our USA shipments and if changes are required in the future, we will update our shipping terms accordingly.

Customs Environment & Import Risk

The current U.S. customs environment remains unpredictable. Because of this, NZ Vel:

• Cannot accept responsibility for orders that are delayed, detained, or seized by U.S. government agencies.
• Cannot issue refunds for any goods seized or refused entry.
• Will process a refund only if goods are returned to us in good condition, minus all postage costs incurred.

Agreement to Terms

By placing an order through our website, you acknowledge and agree to these updated terms of sale.

NZ Vel is legally unable to mark orders as “gifts” or undervalue shipments.

If you have questions before ordering, please contact us. Thank you for your patience as we work through these changes. We remain committed to supplying the world’s purest deer velvet from right here in New Zealand.

Returns

If you are not satisfied with your purchase you can return it for a full refund or replacement within 30 days.

Returned goods must be in UN-used condition with packaging and order confirmation included. Please allow 3 to 7 days for processing.

The customer is responsible for return shipping. If you wish to return your purchase, please contact us and we will provide details on where to send your return.

Damaged Items

We make every effort to ensure that your order arrives in perfect condition. It is normal for the shipping carton to show some wear from its journey to you. However if damage has occurred to the product(s) inside, please contact us and we will be more than happy to resolve any issues.

Order Cancellations

You may cancel your order, provided we have not yet dispatched it. We will refund the cost of your order to the credit card you purchased with.

Please contact us as soon as possible and we will do our best to accommodate your request.

Contact us here.