Shipping & Returns
Thank you for choosing HealthHQ. We are committed to delivering your order promptly, securely, and with full transparency. Below you’ll find key information regarding our shipping process, delivery options, return procedures, and refund guidelines.
🚚 Shipping & Delivery
What to Expect
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Orders are dispatched from our Christchurch warehouse or directly from our suppliers to reduce handling time and ensure faster delivery.
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You will receive tracking details via email once your order has been shipped.
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Delivery timeframes are estimates and may vary due to factors such as courier demand, weather, weekends, public holidays, or customs processing delays.
Important Delivery Notes
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Please double-check your shipping address during checkout. Any redelivery or rerouting costs due to incorrect address details are the responsibility of the customer.
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If your delivery location has limited access (e.g. rural roads, gated properties, or narrow driveways), please contact us in advance to make appropriate arrangements.
📦 Delivery Method
Our standard delivery method is curbside or door-to-door, depending on carrier access and product type.
If standard delivery is not feasible, alternative solutions may include:
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Collection from a nearby freight depot
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Delivery via a smaller vehicle
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Manual unloading (which may require assistance onsite)
Please note: Additional charges may apply for non-standard delivery services.
🔍 Delivery Inspection
Please inspect your order immediately upon arrival.
If you notice any damage or missing components:
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Record the issue on the delivery receipt (if applicable)
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Contact our team at info@healthhq.co.nz within 7 days of delivery
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Include your order number, a description of the issue, and clear photos
We’ll work with you promptly to resolve the matter.
🔁 Returns & Exchanges
While we do not offer refunds for change-of-mind purchases, we’re happy to help you exchange or adjust your order to better suit your needs.
✅ Eligibility for Exchange or Store Credit
We can offer exchanges or store credit on eligible products from our standard range.
To qualify:
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The item must be unused, in its original packaging, and in the same condition as received
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Proof of purchase (e.g. order number or receipt) must be provided
❌ Items Not Eligible for Exchange
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Perishable or consumable goods (e.g. supplements)
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Personal care products
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Custom or made-to-order items
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Clearance or sample stock
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Hazardous goods
💬 How to Request an Exchange
To initiate a return or exchange:
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Email info@healthhq.co.nz with your order number and the reason for your request
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If approved, we’ll provide instructions for returning the item
Please note:
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Items returned without prior approval will not be accepted
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Return shipping and any labour costs are not covered by HealthHQ
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A refund, exchange, or store credit will be issued once the item is received and inspected
💳 Refunds
In the event of an order error (e.g. incorrect item sent or product defect), we may offer a refund.
Once approved and the product is received:
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Refunds will be issued to the original payment method
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Please allow up to 10 business days for your bank to process the refund
If you have not received your refund within 15 business days of approval, please contact us.
❓ Need Assistance?
📧 info@healthhq.co.nz
📞 +64 27 432 9111
🌐 www.healthhq.co.nz
Thank you for your trust in HealthHQ. We’re here to ensure your experience is seamless and supported every step of the way.