Delivery of goods
We will deliver your orders to the address specified by you but please ensure that someone will be available to sign for them. All orders must be signed for at the time of delivery so that we can confirm that you have received them and in good condition. The risk of any loss and or damage to the goods will pass to you on delivery. If no one is available to take delivery of your orders, our chosen delivery service/courier will notify you in line with their failed delivery procedures.
If you have given permission or instruction to postal courier to leave the goods without a signature, we are not liable in any way for loss, theft or damage to the parcel that was left unattended. To avoid this risk, we recommend you have your package sent to a work address where it can be signed for if no one will be home during business hours to take delivery.
Please examine the goods carefully upon delivery and notify us of any damage within 12 hours from receipt of your order. Ensure to write “Damage/Loss” on the Consignment Note if any issues are noticed. Accepting the delivery without noting “Damage/Loss” confirms that all goods were received in good condition. Claims reported after 12 hours, or without the appropriate “Damage/Loss” notation, will not be accepted.
If a package is returned to us due to incorrect and/or insufficient delivery information from the customer, we will not be responsible for the resending, replacement or refund of the items delayed or not delivered. Consequently, all responsibility for correcting such delivery will be borne by the Customer.
Flat Delivery Fee
To keep things simple, we have a flat delivery fee of $8.00 per order (up to 15kg) to one address within New Zealand. If your order is over 15kg, we’ll contact you to discuss your freight options. Please note that the shipping fee for your order is non-refundable.
Rural Delivery
If your order is to a rural delivery, there is an additional fee of $5.00.
Delivery Time
We estimate a delivery time of 3-15 working days from the date of the order confirmation email unless otherwise agreed between you and us. Please note that this delivery estimate is purely indicative and assumes that the stock availability information provided by our suppliers is accurate and that delivery times are not adversely affected by unforeseen events. You will be notified via email if there are any delays in obtaining any items on your order. If the items you have selected are currently not in-stock we will give you an expected shipping time at checkout or by a follow-up email. By placing an order, you agree not to hold the Institute of Dairy liable for any loss or damage directly or indirectly arising out of or in connection with any delay or failure to deliver within the estimated time frame. Institute of Dairy shall make every effort to meet the agreed delivery periods as much as possible.
Post Office Boxes
Please make sure you provide a physical address as we are unable to deliver to a post office box.