Shipping policy

SHIPPING POLICY

Last updated: 16 August 2026

Thank you for shopping with Soul Fresh AF. This Shipping Policy explains how we process, dispatch and deliver orders.

ORDER PROCESSING

Orders are generally processed and prepared for dispatch within 1–3 business days after payment has been successfully received.

Orders placed on weekends or public holidays will generally begin processing on the next business day.

During product launches, major promotions, sporting events or periods of unusually high demand, processing may take longer. If there is a significant delay affecting your order, we will make reasonable efforts to provide an update.

NEW ZEALAND SHIPPING

We ship throughout New Zealand.

Estimated delivery after dispatch:

• Auckland: approximately 1–3 business days.

• Other major New Zealand centres: approximately 2–4 business days.

• Rural addresses: allow approximately 2–5 additional business days.

Delivery times are estimates and are not guaranteed.

Any applicable shipping charges will be displayed at checkout before payment.

AUSTRALIA SHIPPING

We ship to eligible addresses throughout Australia.

Estimated delivery after dispatch is generally 5–10 business days.

Remote or regional locations may take longer.

Any applicable international shipping charges will be displayed at checkout before payment.

TRACKING

Where tracked shipping is provided, customers will receive tracking information after their order has been dispatched.

Please allow some time after receiving your tracking information for the courier’s tracking system to update.

DELIVERY ESTIMATES

Shipping and delivery timeframes shown on our website are estimates only unless we expressly state that a delivery date is guaranteed.

Delays may occur due to circumstances outside our reasonable control, including:

• Courier network delays.

• Severe weather.

• Public holidays.

• Customs or border processing.

• High-volume sales periods.

• Incorrect or incomplete delivery information.

• Other transportation disruptions.

Soul Fresh AF will make reasonable efforts to assist customers where a delivery is significantly delayed.

SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address when placing an order.

Please check your:

• Full name.

• Street address.

• Suburb.

• City.

• Postcode.

• Country.

• Contact details.

If you notice an error after placing your order, contact us as soon as possible and before dispatch.

We will attempt to update the address where possible, but changes cannot be guaranteed once an order has entered fulfilment or been dispatched.

Additional delivery or redelivery costs caused by incorrect information supplied by the customer may be charged to the customer where permitted by law.

LOST ORDERS

If your tracking information shows no meaningful movement for an extended period or you believe your parcel has been lost, please contact us.

We may need to investigate the shipment with the courier before determining the appropriate resolution.

Where an order is confirmed as lost in transit, Soul Fresh AF will provide an appropriate remedy in accordance with applicable consumer law.

DAMAGED ORDERS

If your parcel arrives damaged, please contact us within 7 days of delivery where reasonably possible.

Please provide:

• Your order number.

• Photos of the external packaging.

• Photos or video of the damaged product.

• A brief description of the damage.

Please keep the product and original packaging until we have assessed the issue.

The 7-day notification period helps us investigate courier-related damage promptly and does not limit rights you may have under applicable consumer law.

ORDERS MARKED AS DELIVERED

If tracking shows your order as delivered but you cannot locate it, please:

1. Check around the delivery location.

2. Check with other members of your household.

3. Check with neighbours or building management where appropriate.

4. Review any delivery information provided by the courier.

If the parcel still cannot be located, contact us so we can assist with investigating the delivery.

INTERNATIONAL DUTIES & TAXES

For orders shipped outside New Zealand, additional customs duties, import taxes or fees may apply depending on the destination.

Where these charges are not collected at checkout, they may be charged by the destination country’s customs authority or delivery provider.

Customers are responsible for applicable import charges where legally required and where those charges have not already been collected as part of the purchase.

PRE-ORDERS

Products identified as pre-order items may have different dispatch timeframes from products currently in stock.

Any estimated pre-order dispatch timeframe will be displayed on the relevant product page where applicable.

If an order contains both in-stock and pre-order products, the order may be shipped together once all products are available unless otherwise stated.

ORDER CANCELLATIONS

If you need to cancel an order, contact Soul Fresh AF as soon as possible.

We cannot guarantee cancellation after an order has entered fulfilment or been dispatched.

Once an order has been dispatched, our Returns, Refunds & Warranty Policy will apply.

RETURNS

Products should not be returned to the sender address on the parcel without contacting us first.

For approved returns, we will provide the appropriate return instructions.

Please refer to our Returns, Refunds & Warranty Policy for full information regarding returns, faulty products and our 180-day voluntary product warranty.

CONSUMER RIGHTS

Nothing in this Shipping Policy is intended to exclude, restrict or modify any consumer right or remedy that cannot legally be excluded.

New Zealand customers may have rights under the Consumer Guarantees Act 1993 and other applicable New Zealand laws.

Australian customers may have rights under the Australian Consumer Law.

For questions about shipping or an existing delivery, contact Soul Fresh AF using the contact information provided on our website.

Please include your order number so we can locate your order and assist you as quickly as possible