Stay Strong - Live Long

World leading New Zealand premium ingredients blended into the finest of innovative Health, Beauty, Nutritional, Organic and Wellness products

Answers to your questions

Below are some of our commonly asked questions. We hope to provide a satisfactory answer however if you are unable to locate something specifically that is not listed in our FAQ section, we are happy to assist you. Please contact our customer services team https://www.nznutristrong.co.nz/contact

About Us

NZ NutriStrong brings you world leading highly advanced and functional premium ingredients that are produced here in New Zealand and blended into formulations that make the very best of high quality natural health supplements, skin care, beauty care, organic, wellness & nutritional products. With its temperate climate, natural environment, unique flora and fauna and wealth of sustainable resources, New Zealand is the ideal location to make use of locally sourced ingredients, many of which are organically produced, to create high quality natural health products. This gives New Zealand the status of a world leader in this arena. We value our customers all over the world and promote healthy living and lifestyle and guarantee 100% pure satisfaction. We have a team of experts in the field of natural health who promise to bring you excellence in customer service and ensure that your shopping experience is unique. 
More information about us can be found on our About Us page.

Q: Why should I shop with NZNutriStrong?

A:

At NZ NutriStrong, we have sourced the finest of quality products that are unique to New Zealand as well as produced in New Zealand. Products are formulated from a wide range of natural ingredients originating from many unique New Zealand sources. Dairy such as Colostrum, marine such as NZ Green Lipped Mussel, fruits such as Kiwifruit, Bees such as the Unique Manuka Honey and lanolin such as skin care balms and creams. Plants and herbs that have been used in traditional medicine for thousands of years also provide natural ingredients to formulate quality New Zealand products. We provide our customers with an excellent selection of New Zealand Brands that continue to develop and offer premium quality products from trusted sources throughout New Zealand.

Q: Where is NZNutriStrong located?

A:

We are located in  Southern Auckland,  between the Central North and Northland of the North Island, New Zealand. Known as the "City Of Sails" Auckland is rated as the third most liveable city in the world where vibrant city style and spectacular landscapes go hand in hand. Auckland is an urban environment where our people live within half an hour of stunning beaches, harbours, hiking trails, volcanoes and several enchanting holiday islands of the the Hauraki Gulf. A diverse and mulitcultural city, Auckland is home to the largest Polynesian population in the world.

Q: How can I contact NZNutriStrong?

A:

Our contact details are listed in the Contact Tab at the top of every page on the site. 

Our Details:

Telephone: (+64) 9-951-0621
Fax: (+64) 9-414-6015
Postal: PO Box 259274, Botany, Auckland 2163 New Zealand
Office: 54e Sir William Avenue, East Tamaki, Auckland 2013, New Zealand
Email:  sales@nznutristrong.co.nz
If you would like to send us a message, then please visit our Contact Page and use the form to send an on-line message.

Q: What Brands do you supply?

A:

NZNutriStrong is synonymous with leading New Zealand suppliers who take great pride in supplying premium world leading natural quality ingredients packaged with love and care to suit our customers needs all over the world. Please visit our Brands page which is located at the top of every page on the site for more information. Each product on our site has an information tab about the product brand.

Q: Does your company offer medical advice?

A:

NZNutriStrong sell Natural Health products only. We are not a medical centre and we are not medically qualified. Therefore we cannot advise or recommend. We have a team of experts in the field of natural health that are happy to assist you and each product on our site provides a product overview and description to help you make a well informed decision. The information on our website is to be used as general information only and is not a substitute for professional medical services or advice. The onus is placed on our customers to be responsible for their own health concerns. We do however advise you to seek the advice of your health professional or medical practitioner if you have any questions regarding the suitability of any of our products prior to placing an order, especially if you are taking any medications that may be interacted with a health supplement.

Q: Does your company provide information about product ingredients?

A:

This is a mandatory requirement that all active ingredients are listed. Yes we provide a list of ingredients to match the product label where readily available for us. The list of ingredients is included in the product description tab for every product we stock. There are however some inactive ingredients that are not included in the ingredients list on various products. Commonly used in the manufacture of dietary health supplements, for example, silica, cornstarch and magnesium stearate these ingredients are simply fillers. Should you have any concerns or questions about a particular product please contact us and we will be happy to provide you with the details of the supplier for further information. Always check the label first before using particularly if you do have a sensitivity towards any inactive ingredients. Seek advice from your health practitioner or medical professional prior to ordering if you have any concerns.

Q: Does your company sell gift vouchers?

A:

Yes we sell Gift Cards to our customers. These make a great gift for someone special. With a two-year expiry date, there is plenty of time for your gift recipient to choose that perfect item. We will email you or the person you choose to receive the gift card with your personal message. Our gift cards can be redeemend on our website or any of our affiliated partner sites. You can redeem a card either in part or full. Any remaining balance may be used at a later time. Please select the Gift Card tab at the top of  any page on our site and you will be directed the the Gift Card page. You can select the gift card value of your choice and simply add to cart. It's that simple!

Q: What are my payment options available?

A:

Visa and Mastercard are the preferred payment method for our customers around the world. These choices are available to you and will be shown on our checkout page at the time of payment.

Q: How do I place an order?

A:

We accept orders via telephone, fax, email or online. For online ordering, please follow these instructions: If you know the product that you need then using the "search here" box on any of our web pages is the easiest way to find products. You can search on the product name, active ingredients or supplier. Another good way to find products is to choose a category from the list under the "Products" tab at the top of any of our web pages. To select products you can click on the "add to cart" button. This will add the goods to your shopping cart. After you have selcted the goods you wish to oreder, you can place your order by proceeding to the checkout by clicking the "Proceed to Checkout" button. This navigates you to a secure checkout page where you will be required to provide your email address, shipping address details and preferred method of payment details. There is a final step where you will be required to click on the Complete & Pay button. You will then be updated with a confirmation of your order by e-mail. You will receive this immediately after placing your order. If it does not arrive promptly, please check your SPAM or junk e-mail folder in case it has been detained there. If so please add NZNutriStrong.co.nz to your safe sender list.

Q: Do I need to create an account with NZNutriStrong?

A:

No you do not, however we recommend that you do. If you are a first time shopper with us you have the choice when going through the checkout to remain an anonymous customer or to create an account. The choice is yours but there are some worthwhile convenience options and privileges become available to you if you do create an account with us. If you choose to remain anonymous then your details will not be saved so next time you shop with us, you will need to enter your name and address information again. On future revisits you will not be able to see your order status, or do a one click repeat order next time.
To create an account with us, all you have to do is enter a password at the end of the checkout process and that is all there is to it! Quite simple it is. Your details will be there for the next time you shop with us as long as you use the same email address and passsword that you created your account with. If you do not want to use a password then your address information will load automatically. All you will be required to do is add your credit card information as we do not store that and click "Complete & Pay".
If you have an account you can view your past order history and the shipping status for each order. To save time you can click on any one of those to make a re-order.

Shipping & Delivery Information

Q: Where does your company ship from?

A:

We only ship from New Zealand which is located is the South Pacific Ocean region near Australia.

Q: What countries do you ship to?

A:

We are able to ship to all countries.
If you choose either Registered Post or a Premium Courier service, you will be required to sign for the goods upon receipt. If you are not at home at the time of delivery, a notice will be left with instructions from the Courier company on where to collect your parcel. Alternatively, we are happy to ship to a work address.A shipping confirmation with tracking information will be emailed to you when your order is shipped.

Q: How long will it take for my order to arrive?

A: 

International Orders are shipped Monday through Friday via International Airmail, International Courier and International Express. All in-stock orders are processed for shipping within 1 - 2 business days. Please refer to our shipping schedule below. You will receive an e-mail from NZNutriStrong confirming the date of despatch from our Warehouse. For orders outside of New Zealand, tracking is only available on International Courier and International Express orders.

International Airmail (Standard Delivery)

7 - 14 Business Days

This is the most commonly used shipping method. All orders which are shipped via International Airmail are automatically insured by us. This is at no extra cost to our customers. Our International Airmail service can also ship to Post Office Boxes, however no tracking service is provided.

International Courier

2 - 6 Business Days

This service is suitable for orders requiring a faster delivery service without the expense of our International Express Service. International Courier does permit delivery to Post Office Boxes with a tracking service.

International Express

2 - 5 Business Days

This service is for our customers who require their order to be shipped quickly. Orders are automatically insured by us with no extra cost to our customers. Please note that International Express does not ship to Postal Office Boxes however this service does provide tracking.
Please be advised that sometimes delivery can take longer than the Standard Delivery Time as we are subject to delivery delays due to public holidays, government holidays, worldwide events, weather conditions etc.
Customs may have your order. It is not unusual for customs to hold your order for up to 2 weeks prior to contacting you. This is not something we are able to control
If your order has not arrived within the Standard Delivery Time please allow an additional 7 days for delivery PRIOR to contacting us to establish if your order is simply delayed with delivery; held at customs or indeed lost.

Q: How much is delivery in New Zealand?

A:

Delivery is offered free for orders over $75.00. Delivery rate of orders under $75.00 will be be calculated on the weight of the order. We deliver to anywhere in New Zealand via Courier Post or Airmail. For an additional amount you can also choose the Signature Required on delivery option. We aim for 1-3 working days for delivery on all orders that are placed before 12pm. For rural addresses please allow an extra day.

Q: What are the International Shipping Rates?

A:

International Orders shipping rates are calculated based on the total weight of your order. You will be provided rates for delivery by International Airmail, International Courier and International Express after you have selected your country destination for delivery.

Customs, Duties & Fees

Q: What Customs controls should I be aware of?

A:

Please be aware that you may be required to pay VAT or GST when your order arrives in your country. These charges are separate to your delivery service charges and are beyond our control or ability to predict. If applicable, these charges are made payable to your government. You will be responsible for paying any taxes, duties and/or customs fees charged by your government. Please be advised that we are unable to process any refunds for customs charges, shipping costs or the cost of your order should you refuse to pay the customs charges applicable. We cannot provide an estimate of customs charges, taxes and duties. Should you require further information, please contact your local customs office or Post Office PRIOR to placing an order.

Q: What do you declare the products as?

A:

On the customs declaration sticker, the products are declared as "Non-Restricted Natural  Health Supplents" We are not permitted to declare "Gift" on the declaration sticker.

Q: Do USA customers pay customs duty?

A:

No at this time USA Customs does not charge duty or sales tax. However they do require time to process your order.

Q: Do UK customers pay VAT?

A:

If your order is over £15, HM Revenue & Customs will charge you VAT when you import goods to the UK via Royal Mail. If your order does encounter VAT then Royal Mail will also apply a handling fee and this is typical £8. These charges arepayable by you to Royal Mail when your parcel arrives.

Q: Is VAT or GST payable on shipping charges?

A:

If your Customs Department charges you VAT or GST, the amount they charge will likely be based on the price of the goods and the shipping charges.

Q: What are New Zealand Shipping Rates?

A:

We offer our customers across New Zealand free delivery for all orders over $75.00 to a New Zealand address. If your order is less than $75.00, you will then be subject to shipping charges. Shipping charges are calculated on the weight of your total order.

Q: How long will it take for my order to arrive within New Zealand?

A:

New Zealand orders are shipped Monday through Friday via NZ Post or Courier Post couriers. All in-stock orders are processed for shipping within 1 - 4 business days, depending on your address and the type of delivery service you select. You will be sent an e-mail confirmation on the date of despatch. Rural deliveries will normally take an extra day.

Q: Is GST applicable on New Zealand orders?

A:

Yes GST is applicable on all orders delivered within New Zealand. GST is inclusive in the price of each product.

Q: Does it cost extra for delivery service to Rural Addresses?

A:

No it does not incur additional costs, however please allow up to 4 days for your parcel to arrive.

Q: Will my order have tracking?

A:

All orders that are shipped to a New Zealand address will have tracking. Once your order has been shipped, an email confirmation will be sent to you providing your tracking number and details of how to track your order.

Order Cancellation

Q: What if I need to cancel my order?

A:

Please contact us as soon as possible if you want any part of the order or the whole order changed or cancelled.

NOTE: 

We process and ship orders daily Monday through Friday so please be prompt. We have direct free phones available so please call to ensure that the changes can be completed. If your order is still in the Pending Stage your credit card will not have been charged, however if your order is in the Processing Stage we will refund your credit card. Should your order be in the Complete Stage, your order cannot be cancelled as it has been shipped Our contact numbers are listed under Contact.  https://www.nznutristrong.co.nz/contact

Q: What is your Returns & Refunds Policy?

A:

Please see our Returns & refunds Policy https://www.nznutristrong.co.nz/topic/returns

Credit Cards and Security

Q: How protected is my credit card information?

A:

We are PCI/DSS compliant as required by Visa and MasterCard. When it comes time for you to provide your credit card information we route you direct to our bamk's secure payment gateway where you enter your credit card details. At no time do we see or store your credit card information on our website.

Q: What name will appear on my bank statement?

A:

When you place your order with us you will see a confirmation screen as the final step. On that screen you will see details of how we will appear on your credit card or bank statement. Please take careful note of this so you will remember this charge as from use when it arrives.

Q: There is an additional small fee charged, what is this?

A:

We absolutely do not charge extra fees on your credit card statement. Ww only charge the standard product prices for the product/s you purchase. Some banks (becoming more common) may charge you a small additional  exchange rate fees up to 2.5% because it's an overseas transaction. We cannot control this and we don't benefit from it. Your bank can only charge fees that you have consented to in your terms and conditions you accepted with your card.

Q: My credit card payment got declined and I know I'm within my limit?

A:

The most common problem is some USA banks or credit card companies block overseas transactions. You can call them and request the block to be removed so you can complete your transaction. The generally take the block off for only 24 hours so you must go back onto our site within that time period and complete your order.

Q: My order payment status shows as a pending payment, is this a problem?

A:

No, this is not a problem. If you used a credit card to pay for goods, the payment staus may show as Pending until we are ready to process your order.

Missing Orders and Re-Shipment

Q: It's been longer than the Standard Delivery Time and my order has not arrived yet, what should I do?

A:

We use Airmail and courier services to ship our products and the post office to deliver our orders. Please be advised that sometimes delivery can take longer than the Standard Delivery Time as we are subject to delivery delays due to public holidays, government holidays, worldwide events, weather conditions etc. Customs may have your order. It is not unusual for customs to hold your order for up to 2 weeks prior to contacting you. This is not something we are able to control If your order has not arrived within the Standard Delivery Time please allow an additional 7 days for delivery PRIOR to contacting us to establish if your order is simply delayed with delivery; held at customs or indeed lost.
We will reship or refund any order provided we are contacted within 8 weeks from the ship date.

Q: The tracking number shows no results?

A:

Sometimes with registered post no tracking information appears until your parcel is processed in customs. This is not a problem. If the parcel is overdue plesase contact us for a reshipment.

Q: How do I request a reshipment?

A:

Please contact our customer services team if your order has not arrived. We are happy to arrange a reshipment if your order fails to arrive according to the following conditions:

  1. If it has been 7 days longer than the Standard Delivery Time.
  2. The shipping address that has been provided to us is correct.

Please note:

If you have provided us with an incorrect address, you will be charged for the replacement order. When/if the original order is returned to us we will contact you with the refund details. Please be aware that the refund may take some time as the "return" postage has not been paid so the postal service will return via surface mail.

We will reship or refund any order provided we are contacted within 8 weeks from the ship date. No reshipments or refunds will be accepted if reported to us after the 8 week time frame.

Other

Q: What time zone are you in?

A:

Our time zone is similar to Australia. Overseas, your evening is our day time so that is the best time to contact our customer service team. We operate phones 7 days per week. If you call outside our business hours or at busy times, kindly please leave a message and we will call you back within 24 hours.

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