Shipping & Pick Up
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Need to know info
Information on Shipping, Collection of orders and any issues
Order Collection
HHIO headquarters are located in Rotorua. We do not have an onsite shop but welcome collection of your orders from our collection box.
Please allow 24 hours from the time or your order, or if urgent please reach out as we do try to accommodate earlier pick ups.
You will receive a pick up email notification when your order has been placed in the order collection box. Watch out for this email and be sure to check your spam box.
Directions:
1164 Paradise Valley Road, Rotorua
2.2ks up from SH 5/Ngongotaha end of Paradise Valley Road, on left after sharp bend in road.
Come in driveway and aim for the cattle yards/ramp you see straight ahead. The collection box is on the wooden fence on the left of the ramps (looking at it).
Please collect your order within 24 hours of the email notification.
It's quite a busy box and can get congested with orders sitting waiting!
Shipping
Orders are typically processed Monday thru Friday, 9am to 12 noon. Once they are processed they are collected by NZ Post the following day.
All orders are sent via NZ Postal services. All orders sent to residential city or rural address are sent non signature and any sent to work addresses will be signature delivery only. All orders over the value of $500 will be sent with signature delivery only.
Once NZ Post confirms delivery of your order via tracking, we are not responsible for any loss, damage, theft, misplacing or any event that leads to you not receiving your order after this confirmation. In the event you do not actually receive your order, please reach out straight away so a query can be registered with the carrier.
Delivery is generally 3 days, allow extra for Rural Delivery and South Island.
Issues with order/Returns
We are only human and whilst we strive for accuracy from time to time there may be an error with your order.
If this is the case please take photos as soon as you receive the order with the packaging and product received. Please send to: orders@healthyhorsesinsideout.co.nz.
Failure to provide photos, will mean your issue can not be validated and therefore rectified, especially if it does not match the records held of what was sent.
The time frame to reach out is 3 working days after the confirmed delivery of your order. This timeframe is concrete and will not be entered into unless specific proof or circumstances. Please do not take offence to this, as a small business we aim to protect ourselves and our clients.
We have a no returns policy due to the nature of our product. Occasionaly we can accept exchanges as long as product is sealed and in same condition it left here originally. If you are aligible for an exchange you are responsible for the return and resend freight cost.
Any questions please feel free.
