Shipping policy

Thank you for choosing RAYMOND WETHERELL. Based in Hastings, New Zealand, our online store focuses on retailing premium fresh seafood, chilled groceries and frozen fresh produce. We abide by strict order handling protocols and adopt professional insulated cold-chain packaging with temperature-locking materials to protect fresh food goods, striving to deliver all orders safely and meet expected logistics schedules.
Order Processing Time
We finalize order verification, commodity inspection and sealed cold-chain packaging within 1 to 3 business days after successful payment and order confirmation. Order processing services will be suspended on New Zealand weekends and national public holidays. During busy promotional cycles and order surges, order preparation may be delayed slightly. We will send timely email alerts to customers once obvious delivery delays occur.
Shipping Rates and Delivery Estimates
Shipping fees are calculated based on package weight, overall size and delivery destination. The exact logistics cost will be automatically calculated and displayed on the checkout page before payment confirmation. All fresh food orders will be delivered via professional local cold-chain shipping service, with an estimated delivery period of 1 to 4 business days within New Zealand, subject to actual logistics status. The stated delivery time is for reference only. Actual arrival time may be affected by logistics provider operational failures, extreme weather, regional traffic restrictions, rural delivery routes and official holidays.
Shipment Confirmation and Order Tracking
Once our warehouse completes parcel handover to authorized logistics partners, you will receive an official shipment confirmation email including dedicated tracking codes and logistics inquiry entrances. Due to cross-system data synchronization delays, parcel tracking information will be updated and accessible for query within 24 hours after shipment. If tracking data cannot be loaded normally, customers may contact our support team for manual parcel tracing.
Incorrect Address Disclaimer
Customers shall fill in accurate, complete and valid recipient addresses, postal codes and contact numbers during checkout, and double-check all delivery information before submitting orders. RAYMOND WETHERELL shall not bear any liability for misdelivery, delivery failure or parcel loss caused by false or incomplete information provided by buyers. If parcels are returned to our warehouse due to address errors, buyers need to bear all additional reshipping fees independently.
Lost or Damaged Packages
If your fresh food parcel is missing or untraceable during transit, please submit a loss investigation request to our customer service within 3 days after the scheduled delivery date. Long-distance transportation may cause temperature fluctuation, packaging rupture or slight frost damage to fresh products. If you receive damaged or deteriorated goods, please retain the original outer packaging and take clear evidentiary photos within 24 hours after receiving parcels. Our team will conduct comprehensive verification and deliver targeted solutions as soon as possible.
Fresh Product Storage Notice
All fresh, chilled and frozen products are temperature-sensitive goods. Customers must store items with refrigeration or freezing immediately after parcel delivery. We reject after-sales claims for food spoilage, deformation, discoloration and quality damage caused by improper storage, delayed collection or failure to maintain low temperature after delivery.
Domestic Shipping and Food Safety Notice
We provide standardized domestic cold-chain shipping services for all fresh food merchandise across New Zealand. All fresh products are packed with insulated boxes and ice packs to stabilize transportation temperature and comply with New Zealand food safety logistics standards. We will not be responsible for product deterioration and quality loss arising from buyers' failure to receive goods in time after courier arrival.
Contact Information
If you have any questions about shipping regulations, logistics progress and delivery after-sales issues, please contact us via official channels below:
Trade name: RAYMOND WETHERELL
Phone number: +64 20 746 2395
Email: info@raywetr.shop
Physical address: 307C Windsor Avenue, Parkvale, Hastings 4122, New Zealand