banner logo

Frequently Asked Questions

We have compiled a list of our most frequently asked questions to help you on your journey to wellness.

Want free shipping on your order?

I'm a big believer in getting and giving great value for money and great customer service. Obviously there is a cost to me in shipping/delivering your order to you so I can't just ship everything for free, however I have put free shipping/delivery minimum spend on orders so that if you do spend over a certain amount in one order I'll make the shipping/delivery free for you!

If your delivery address is in New Zealand and you spend over $49 on your order, shipping/delivery will be free, If your delivery address is anywhere else in the world outside of New Zealand and you spend over $79 on your order, shipping/delivery will be free!

Free shipping/delivery will be automatically given at the checkout if your order meets the minimum spend requirements. If your order is less than these amounts, don't despair we have very competitive shipping/delivery rates worldwide. I can't be any fairer than that now can I? 

How long will my order take to process?

We aim to have parcels ready for dispatch within 1 normal business day (excluding public holidays).

If there are any delays we will contact you immediately.

If your parcel is required urgently please email us after placing your order and include your order number as a reference.

How long will delivery take?

Please note that delivery is independent of processing time, once shipped transit times are as below

1 business day

New Zealand (non-rural)
1 - 2 business days

New Zealand (rural)
2 - 3 business days

4 - 6 business days

Rest of world
10 - 14 business days ( Largely depend on speed of custom clearance )

*These timeframes start only once the order has left our premisesnot from the day your order is placed on our website. This may be due to stock availability. Working days means days during the week, not including weekend days. Please note that Net Pharmacy has no control over the delivery times once it has left our premises. 

What methods of shipments do you use?

All New Zealand parcels are sent via courier with track and trace.

Overseas items are sent via standard airmail. Insurance and tracking may be available for parcels valued over $500 NZD or weighing over 2KG.

Express shipping is only available to some destinations. Please e-mail us for a quote if you require this service. 

All parcels over $79 we will courier to you in a signature required satchel.

Please ensure you provide a delivery address where someone is available to sign for your parcel.

What's your compensation policy?

If you receive your parcel and it is damaged.

Please retain all the outer packaging and inner packaging.

Take photos of outer packaging and damaged goods and forward to

Failure to do so may result in compensation being forfeited.

The Raw Pharmacist Shop will not accept any liability or make compensation payments for loss, damage, delayed delivery or parcels halted by customs for containing any prohibited items. From time to time shipments are held by customs and subject to inspection fees - The Raw Pharmacist Shop is not liable for these fees.

What's your missing parcel policy?

If you have not received your parcel within the delivery time frame specified above, you must contact us immediately on 0508 88 11 88 (+64 9 373 4485) or

We will advise you on the claiming process on a case per case basis.

Please note that all claims outside of 30 days from initial dispatch will not be considered.

We accept responsibility for parcels lost in transit in New Zealand prior to their having been delivered to your home/business provided we are notified within 7 days. We cannot accept responsibility for your parcel once delivery has been made.

view all

Need Assistance?

Please don’t hesitate to contact us for any questions or queries.