Shipping policy

Last updated: 9 September 2026

We want your Kiwi Treats order to make the journey from New Zealand to your door as smoothly as possible. This Shipping Policy explains where we ship, how orders are packed and dispatched, estimated delivery times, tracking, customs and what happens if something goes wrong.

This policy applies to orders placed through kiwitreats.com.

If you have any questions about your delivery, please contact us at hello@kiwitreats.com.

Where we ship

Kiwi Treats currently ships internationally from New Zealand to customers in:

• United States
• Canada
• United Kingdom
• Australia

We do not currently focus on shipping orders within New Zealand.

All Kiwi Treats orders are packed and dispatched from New Zealand.

Shipping availability may vary depending on the products ordered, destination, carrier restrictions, customs requirements and local import regulations.

Shipping costs

Shipping costs are calculated based on factors such as:

• Delivery country
• Order size
• Order weight
• Shipping service selected
• Current carrier rates

The shipping cost applicable to your order will be displayed at checkout before you complete your purchase.

From time to time, Kiwi Treats may offer:

• Free shipping promotions
• Free shipping above a minimum order value
• Discounted shipping
• Promotional shipping rates

Any applicable promotion and its conditions will be displayed on our website or during checkout.

Order processing and dispatch

We aim to process and dispatch most orders within 1–3 business days after your order is placed.

Business days are generally Monday to Friday, excluding New Zealand public holidays.

Please note:

• Orders placed on weekends or public holidays may begin processing on the next business day.
• Processing may take longer during sales, launches, holidays or other high-volume periods.
• Orders containing pre-order or temporarily unavailable products may have different dispatch times.
• Any materially different processing timeframe will be communicated where applicable.

Once your order has been dispatched, you will normally receive a shipping confirmation email containing tracking information.

Estimated delivery times

Delivery times vary depending on your destination, shipping service, local carrier network, customs processing and other factors outside our direct control.

Estimated transit times after dispatch are generally:

These estimates apply after your order has been processed and dispatched.

For example, an order with a 1–3 business day processing period and an estimated 5–12 business day transit time may take approximately 6–15 business days in total.

Any delivery estimate displayed on a product page or during checkout is an estimate only and is not guaranteed.

Remote, rural or difficult-to-service locations may require additional delivery time.

Tracking your order

Where tracking is available, you will receive your tracking information by email once your order has been dispatched.

Please allow some time after receiving your tracking number for the carrier's system to update.

International tracking does not always update at every stage of the journey. A parcel may continue moving even if tracking has not changed for several days.

If you have not received tracking information within several business days after your order has been marked as dispatched, please:

1. Check your spam or junk email folder.
2. Confirm that the email address entered with your order is correct.
3. Contact hello@kiwitreats.com with your order number.

Packed in New Zealand

All Kiwi Treats orders are prepared and packed in New Zealand before beginning their international journey.

We take reasonable care when packing products to help protect them during transit.

Because many of the products we sell include chocolate, confectionery, biscuits and other food items, some products can be more sensitive to heat, pressure or handling during international transport.

Chocolate and heat-sensitive products

Chocolate and other heat-sensitive products may soften or melt when exposed to high temperatures during transit.

Although we take reasonable care when preparing orders for international shipping, we cannot control temperatures throughout every part of the carrier network.

Customers ordering chocolate to particularly hot destinations or during warmer periods should be aware that some softening or melting may occur.

Where a product arrives materially damaged or unusable, please contact us with photographs so we can assess the issue.

Nothing in this section limits any rights available to you under applicable consumer law.

Customs, duties and import taxes

Because Kiwi Treats orders are shipped internationally from New Zealand, your order may be subject to:

• Import duties
• Customs charges
• Sales taxes
• VAT
• GST
• Tariffs
• Brokerage fees
• Carrier handling fees
• Other charges imposed by your destination country

Depending on your country and order, applicable taxes or duties may be:

• Included in the price displayed
• Collected at checkout
• Payable to the carrier or customs authority when the shipment arrives

Unless we specifically state that duties and taxes are included, customers may be responsible for import duties, taxes, customs charges or other fees imposed by their local authorities.

Kiwi Treats does not control charges imposed by customs agencies, carriers or governments.

Food import and customs requirements

Different countries have different rules governing the import of food, confectionery and packaged grocery products.

Certain products may occasionally be:

• Restricted from import
• Delayed for inspection
• Held by customs
• Rejected by local authorities
• Subject to additional documentation or processing

We may restrict the sale or shipment of certain products to specific destinations where we know restrictions apply.

However, customers are also responsible for ensuring that the products they order can legally be imported into their destination country.

If a shipment is rejected, confiscated or destroyed by customs because the products are prohibited or restricted in the destination country, any resolution will depend on the circumstances and applicable law.

United States orders

Orders shipped to the United States may be subject to applicable federal, state or local taxes and customs requirements.

Where Kiwi Treats is required to collect applicable taxes at checkout, they will generally be displayed as part of your purchase.

Additional customs or import charges may apply depending on the value and nature of the shipment.

Canadian orders

Orders shipped to Canada may be subject to applicable federal or provincial taxes, customs duties, import charges or carrier brokerage fees.

Where these charges are not collected by Kiwi Treats at checkout, they may be payable by the recipient upon import or delivery.

United Kingdom orders

Orders shipped to the United Kingdom may be subject to VAT, customs duties or other import-related charges.

Where Kiwi Treats is required to collect applicable taxes at checkout, they will generally be displayed as part of your order.

Any additional charges imposed by customs authorities or carriers may remain the responsibility of the recipient unless otherwise stated.

Australian orders

Orders shipped to Australia may be subject to GST, customs requirements or other import-related charges.

Where Kiwi Treats is required to collect Australian GST, it will generally be included in or displayed during checkout.

Orders exceeding applicable customs thresholds may be subject to additional duties, taxes or processing requirements.

Customs delays

International shipments may occasionally be delayed while being processed by customs or border authorities.

Customs processing times are outside our direct control and can vary significantly between countries and individual shipments.

If your parcel appears to be significantly delayed during customs processing, contact us and we will assist where reasonably possible.

Incorrect or incomplete addresses

Please carefully review your shipping information before completing your order.

You are responsible for providing an accurate and complete delivery address, including where applicable:

• Apartment or unit number
• Street address
• City
• State, province or region
• Postal or ZIP code
• Country
• Phone number

If you notice an error after placing your order, contact hello@kiwitreats.com as soon as possible.

We will make reasonable efforts to update your address before dispatch, but we cannot guarantee changes can be made once an order has entered fulfilment or has been handed to the carrier.

If an order is returned because of:

• An incorrect address supplied by the customer
• An incomplete address
• Failure to collect the parcel
• Refusal of delivery
• Repeated unsuccessful delivery attempts

we may contact you to arrange redelivery or another appropriate resolution.

Additional shipping costs may apply where an order needs to be sent again because of incorrect or incomplete information supplied at checkout, where permitted by applicable law.

Refused or unclaimed shipments

If you refuse a shipment or fail to collect it and the parcel is returned to us, we will review the order once it has been received back in New Zealand.

Where permitted by law, any refund relating to a voluntarily refused or unclaimed shipment may be reduced by unrecoverable costs such as:

• Original shipping charges
• Return shipping charges
• Customs fees
• Duties
• Carrier handling fees

This does not affect any statutory rights you may have where an order is faulty, damaged, incorrect, not as described or otherwise protected under applicable consumer law.

Lost shipments

If your tracking shows no meaningful movement for an extended period or your parcel has not arrived within a reasonable period after the estimated delivery window, please contact us at hello@kiwitreats.com.

Please include your:

• Full name
• Order number
• Delivery address
• Tracking number, if available

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

Where a shipment is confirmed as lost, we will provide an appropriate solution, which may include a replacement or refund depending on the circumstances and applicable law.

Packages marked as delivered

If tracking shows your parcel as delivered but you cannot locate it, we recommend first:

• Checking around the delivery location
• Asking other members of your household
• Checking with neighbours where appropriate
• Checking reception, concierge, mailroom or building management
• Reviewing any delivery photograph or carrier notification
• Contacting the local delivery carrier

If you are still unable to locate your shipment, contact hello@kiwitreats.com and we will assist you in investigating the delivery.

The appropriate resolution will depend on the circumstances and any rights available to you under applicable consumer law.

Damaged shipments

If your Kiwi Treats order arrives damaged, please contact hello@kiwitreats.com as soon as reasonably possible.

Please include:

• Your order number
• A description of the issue
• Clear photographs or videos of the affected products
• Photographs of the outer packaging where relevant

Please keep the product and packaging until your request has been reviewed, as the carrier may require additional evidence.

If a product is confirmed as materially damaged, we will arrange an appropriate solution in accordance with our Returns & Refunds Policy and applicable consumer law.

Incorrect items

If you receive an item that differs from what you ordered, please contact hello@kiwitreats.com with your order number and photographs of the product received.

We will work with you to resolve the issue, which may include sending the correct item, issuing a refund or another appropriate solution.

Delivery delays

Delivery delays can occasionally occur due to circumstances outside our reasonable control, including:

• Courier delays
• Customs processing
• Border inspections
• Severe weather
• Natural disasters
• Public holidays
• Peak shopping periods
• Labour disruptions
• Transportation interruptions
• Government actions
• International network disruptions
• Other events affecting delivery services

While we cannot control third-party carriers, customs authorities or governments, we will make reasonable efforts to assist with tracking and investigating significantly delayed orders.

Risk of loss and consumer rights

Responsibility for goods during delivery is subject to the consumer protection laws applicable to your order.

Nothing in this Shipping Policy is intended to transfer risk to you earlier than permitted by applicable law.

Where applicable law requires Kiwi Treats to remain responsible for goods until they are delivered to you or an authorised recipient, those obligations will continue to apply.

Delivery restrictions

We reserve the right to restrict or refuse shipping to certain:

• Countries
• Regions
• States or provinces
• Postal codes
• Remote locations

This may occur because of:

• Carrier restrictions
• Customs regulations
• Food import restrictions
• Legal requirements
• Product restrictions
• Operational limitations

If we are unable to fulfil an order to your address after payment has been received, we will cancel the affected order and provide an appropriate refund.

Changes to shipping availability

We may add or remove shipping destinations, carriers or shipping services from time to time.

The shipping options currently available for your address, together with the applicable charges, will be displayed during checkout.

Your consumer rights

Nothing in this Shipping Policy limits or excludes rights that cannot legally be excluded.

Depending on where you live, you may have protections under laws including:

• Applicable United States federal and state consumer protection laws
• Applicable Canadian federal, provincial and territorial consumer protection laws
• The UK Consumer Rights Act 2015 and related consumer legislation
• The Australian Consumer Law
• The New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986, where applicable

Where this policy conflicts with a mandatory consumer right available to you, the mandatory consumer right will apply.

Contact

If you have any questions about shipping, tracking or delivery, please contact:

Kiwi Treats
Email: hello@kiwitreats.com
Website: kiwitreats.com

Please include your order number where applicable so we can assist you more efficiently.

We aim to respond to customer enquiries within 1–2 business days.

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Kiwi Treats • kiwitreats.com • hello@kiwitreats.com