Shipping policy

Where your order ships from

Pouchhut serves customers in New Zealand, but we do not hold stock in New Zealand. Every order is packed and dispatched from our overseas fulfilment warehouse and sent by tracked international courier to the New Zealand delivery address you give us at checkout. No products are stored, packed or dispatched from within New Zealand.

Because your order crosses the border, you are the importer of the goods. By ordering you confirm the products are for your own personal use, not for resale or supply to anyone else, and you accept responsibility for complying with New Zealand import requirements. See Important information for New Zealand customers.

Delivery area

We deliver to street, rural (RD) and PO Box addresses in New Zealand only. We do not ship to any other country.

Shipping cost

Tracked international delivery to any New Zealand address: NZ$7.00 per order.

Timeframes

Payment is by bank transfer. Your order is dispatched only after your payment has been received and confirmed.

Payment confirmation: usually within 1 working day of your transfer landing.
Dispatch: within 1–2 working days of payment confirmation, from our overseas warehouse.
Delivery: typically 1–3 working days after dispatch.

These are estimates, not guarantees. International parcels can be delayed by courier capacity, public holidays in either country, rural delivery runs, weather, or inspection at the border.

Tracking

You will receive a tracking number by email when your order is dispatched. Tracking updates as the parcel moves through the international and New Zealand courier networks.

Customs and border inspection

All international parcels entering New Zealand may be inspected by the New Zealand Customs Service or another border agency. Inspection can add time to delivery. If a parcel is held, the agency may contact you directly; please respond promptly and let us know. Any duties, GST or fees a border agency assesses on arrival are the customer's responsibility. If a parcel is refused entry or destroyed at the border, contact us at support@pouchhut.co.nz and we will work through the options with you (see our Returns & Refunds policy).

Order quantities

Because these products are imported for personal use, we only accept order quantities that are reasonable for one adult's own use. As a guide, New Zealand authorities treat up to about three months' supply as personal use. Orders that look like resale or bulk quantities may be reduced, or cancelled and refunded.

Delivery problems

If tracking shows delivered but nothing has arrived, check with household members and neighbours and look for a courier safe-drop photo, then contact us within 7 days. If a parcel is lost in transit we will resend or refund it once the courier confirms the loss.