Shipping policy


SHIPPING & RETURNS POLICY

Version 1.0 – Effective 18-02-26

1. SHIPPING INFORMATION

QB Snacks partners with trusted courier providers to deliver your products safely and efficiently.

Orders are processed within 1–2 business days (Monday–Friday, excluding public holidays).

Once dispatched, you will receive tracking details via email.

2. NEW ZEALAND SHIPPING

Shipping Rates

  • Free shipping on orders over $80 NZD

  • Flat rate $6.00 NZD for orders under $80

  • Rural Delivery surcharge: $5.50 NZD

Shipping costs are calculated at checkout.

Estimated Delivery Timeframes

  • South Island: Next business day delivery*

  • North Island: 2 business days*

  • Rural Delivery: Please allow additional time

*Delivery timeframes are estimates only and are not guaranteed. Delays may occur due to weather, courier network congestion, public holidays, or events outside our reasonable control.

3. INTERNATIONAL SHIPPING

We currently ship internationally to selected countries, including Australia.

Shipping rates are calculated at checkout based on destination and order size.

Delivery Timeframes

International delivery times are estimates only and may vary depending on customs processing and local courier services.

QB Snacks is not responsible for delays caused by customs authorities or border inspections.

Customs, Duties & Import Charges

International orders may be subject to:

  • Import duties

  • Local taxes (including GST/VAT)

  • Customs clearance fees

  • Biosecurity inspection charges

These charges are determined by the destination country and are the responsibility of the customer.

QB Snacks does not control or collect these charges and cannot predict their amount.

Refused, Unclaimed or Seized Shipments

If an international shipment is:

  • Refused by the recipient

  • Unclaimed

  • Seized or destroyed by customs

QB Snacks is not responsible for the loss.

If goods are returned to us due to refusal or non-payment of import charges, any refund will be processed less:

  • Original shipping costs

  • Return shipping costs

  • Any customs or handling fees incurred

4. INCORRECT DELIVERY DETAILS

Customers are responsible for providing accurate delivery information.

QB Snacks is not responsible for delays or additional costs resulting from incorrect or incomplete addresses.

If a parcel is returned due to incorrect details, additional shipping charges may apply before re-dispatch.

5. DAMAGED OR MISSING PARCELS

If your order arrives damaged:

  • Photograph the packaging and product immediately

  • Contact us within 48 hours of delivery at graham@qbsnacks.co.nz

If your parcel is marked as delivered but cannot be located, please notify us promptly so we can investigate with the courier.

6. RETURNS – FOOD PRODUCTS

Due to food safety requirements, we are unable to accept returns for change-of-mind purchases once products have left our premises.

We do not offer refunds for:

  • Change of mind

  • Incorrect selection

  • Preference or taste

  • Orders placed in error

Please choose carefully before completing your purchase.

7. FAULTY OR DAMAGED PRODUCTS

Under the Consumer Guarantees Act 1993, you are entitled to a remedy if a product:

  • Is faulty

  • Is damaged during delivery

  • Is unsafe

  • Is not of acceptable quality

  • Is significantly different from its description

If you believe your product meets these criteria, please contact us within 7 days of delivery and provide:

  • Order number

  • Description of the issue

  • Clear photographs

  • Best-before date and batch details

If the claim is valid, we may:

  • Replace the product

  • Provide a refund

  • Provide a store credit

We reserve the right to determine the appropriate remedy in accordance with New Zealand consumer law.

For food safety reasons, we may not require the product to be returned.

8. RISK OF LOSS

Risk of loss or damage passes to you once the goods are delivered to the address provided at checkout.

9. BUSINESS PURCHASES

If you are purchasing goods for business purposes, the Consumer Guarantees Act 1993 may not apply to the extent permitted by law.

10. CONTACT DETAILS

QB Snacks
A trading name of Kia Rere Innovations Ltd
Nelson, New Zealand
Email: info@qbsnacks.co.nz
NZBN: 9429031253284