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Frequently Asked Questions

  • Do I need an account to place an order?

You don't have to log in to place an order, but you can enjoy a special price offer if you register as a member with us before purchase.


  • What payment methods do you accept?

You can pay for your order by your credit or debit card. You can also pay through your POLi Pay or Paypal accounts.


  • What shipping methods do you provide?

We’re currently delivering to NZ and selected international addresses by NZ Post or other delivery partners.


  • My parcel has arrived and something is damaged or missing, what do I do now?

We're sorry that your parcel has not arrived in perfect condition. Please contact us with your order number and let us know what has been damaged or missing. We'll happily issue you with a refund or arrange a replacement where possible.


Please make sure you keep any damaged items and packaging in the same condition as they are received, and take a photo if possible. This can assist us in making a claim to the courier. It can also be very helpful if you are able to obtain a damage report from your postal authority.


Please note you will need to contact us within 2 days of your parcels delivery date for us to be able to assist you.


  • Do I need to return the damaged products?

Please do not return anything that has been damaged before contacting us. If possible, please request a damage report from your Postal Authority first, and take any photos of your damaged item(s) to send to us.


  • Do you have a rewards or loyalty programme?

Yes! Our Rewards programme is a simple spend and earn model. It’s one of the ways we like to say thanks to our customers. When you shop with us, you can earn Rewards in the form of ‘Healthtrade Points’ to redeem and spend on your future orders.


For every $2 you spend, you'll earn a ‘Healthtrade Point’. You can use your points to redeem e-vouchers or gifts for future orders. Rewards are valid for 12 months from your last order.


  • Where can I see my available Rewards?

To find out whether you have Rewards, sign-in to your account and look at Your Reward Points balance.