New Zealand shipping & returns
Orders ship from Melbourne, Australia, to New Zealand. All prices and postage below are in New Zealand dollars (NZD).
Estimated delivery after dispatch from Melbourne. Tracking is emailed when your parcel ships. Delivery times can vary with customs processing and rural delivery.
Dispatch and tracking
The product page shows the current dispatch estimate. Delivery estimates begin after dispatch; customs processing and rural delivery can take longer. We email your tracking details when your parcel ships.
Standard postage is NZ$18.99 per parcel and express is NZ$39.99 per parcel. Australian free-shipping thresholds and postage discounts do not apply to New Zealand orders.
Customs and import
An order to a New Zealand address is an import, and you are the importer. The New Zealand Customs Service, and Medsafe for medicines and related products, may inspect a parcel, hold it, or ask you for information before releasing it. That is outside our control and can add to the delivery estimates above.
Medsafe’s guidance on importing medicines for personal use says a medicine sent to you from an overseas supplier must be for your own use or your immediate family’s, and must not be sold or supplied to anyone else. It is your responsibility to check that you may import what you order. If a parcel is held, contact us with your order reference and we will send the invoice and product details Customs asks for. Our guide to buying bacteriostatic water in New Zealand sets out what Medsafe publishes on importing.
Returns and refunds
We do not accept change-of-mind returns. If your order is damaged, faulty, incorrect or materially misdescribed, email hello@ausbacsupply.com with your order reference, a description and photographs where relevant. Please contact us before returning goods so we can provide instructions and the Australian return address.
For an eligible claim, we arrange the appropriate remedy and cover reasonable return postage where a return is required. Approved refunds go to the original payment method in NZD within 5 business days after the remedy is agreed or returned goods are assessed. Your payment provider may take additional time to show the credit.
Nothing in this policy limits your rights under applicable consumer law, including New Zealand’s Consumer Guarantees Act where it applies.