Shipping policy

Thank you for choosing RAYMOND LOCKWOOD. Based in Wellington, New Zealand, our online store focuses on retailing premium fresh food ingredients. We abide by strict order handling protocols and adopt insulated cold packaging with ice packs to keep fresh goods stable in temperature, striving to deliver all orders safely and meet expected logistics schedules.
Order Processing Time
We finalize order verification, commodity inspection and sealed cold packaging within 1 to 2 business days after successful payment and order confirmation. Order processing services will be suspended on New Zealand weekends and national public holidays. For fresh perishable products, orders placed after the daily cut-off time will be arranged for processing on the next working day. During busy promotional cycles and order surges, order preparation may be delayed slightly. We will send timely email alerts to customers once obvious delivery delays occur.
Shipping Rates and Delivery Estimates
Shipping fees are calculated based on package weight, overall size and delivery destination. The exact logistics cost will be automatically calculated and displayed on the checkout page before payment confirmation. All fresh food orders will be delivered via refrigerated or standard courier service. Wellington local orders are estimated to arrive within 1 to 2 business days, North Island rural areas take 2 to 3 business days, and South Island delivery takes 2 to 4 business days, subject to actual logistics status. The stated delivery time is for reference only. Actual arrival time may be affected by logistics provider operational failures, extreme weather, regional traffic restrictions and official holidays. Fresh products are perishable, and we recommend customers receive and store the goods promptly upon arrival.
Shipment Confirmation and Order Tracking
Once our warehouse completes parcel handover to authorized logistics partners, you will receive an official shipment confirmation email including dedicated tracking codes and logistics inquiry entrances. Due to cross-system data synchronization delays, parcel tracking information will be updated and accessible for query within 24 hours after shipment. If tracking data cannot be loaded normally, customers may contact our support team for manual parcel tracing.
Incorrect Address Disclaimer
Customers shall fill in accurate, complete and valid recipient addresses, postal codes and contact numbers during checkout, and double-check all delivery information before submitting orders. RAYMOND LOCKWOOD shall not bear any liability for misdelivery, delivery failure or parcel loss caused by false or incomplete information provided by buyers. If parcels are returned to our warehouse due to address errors, buyers need to bear all additional reshipping fees independently. Returned fresh food items cannot be resold and will be discarded directly, and no refund will be issued.
Lost or Damaged Packages
If your fresh food parcel is missing or untraceable during transit, please submit a loss investigation request to our customer service within 24 hours after the scheduled delivery date. Fresh ingredients are temperature-sensitive. If you receive deteriorated, damaged goods or packaging leakage, please retain the original outer packaging and take clear evidentiary photos within 4 hours after receiving parcels. Our team will conduct comprehensive verification and deliver targeted solutions as soon as possible. Claims submitted beyond the time limit will not be accepted.
Fresh Product Storage and Consumption Notice
All fresh food items have best before dates printed on packaging. Customers shall store and consume products following the temperature requirements marked on packages. We reject after-sales claims for deterioration caused by improper storage, delayed collection after delivery or violation of storage requirements.
Domestic and International Shipping and Customs Notice
We provide shipping services within New Zealand and global cross-border shipping services for fresh merchandise. Overseas shipments may generate import tariffs, customs clearance handling fees and other statutory charges required by destination countries. All customs-related expenses are borne by order recipients, and such fees are not included in product prices and settled shipping costs. We will not be responsible for parcel detention, customs rejection and relevant losses arising from buyers' non-compliance with local import declaration and food quarantine regulations. Some countries have strict restrictions on imported fresh food, and customers need to confirm local import rules before placing cross-border orders.
Contact Information
If you have any questions about shipping regulations, logistics progress and delivery after-sales issues, please contact us via official channels below:
Trade name: RAYMOND LOCKWOOD
Phone number: +64 22 754 6839
Email: info@raylocon.shop
Physical address: 29 Messines Road, Karori, Wellington 6012, New Zealand