Shipping policy

Thank you for choosing KELVIN PIERCE HARGROVE. Based in Whangārei, New Zealand, our online store focuses on retailing fresh, frozen seafood and meat products. We abide by strict order‑handling protocols and adopt insulated cold‑chain packaging with ice packs to keep perishable goods fresh, striving to deliver all orders safely and meet expected logistics schedules.
Order Processing Time
We finalize order verification, commodity inspection and sealed cold‑chain packaging within 1 to 3 business days after successful payment and order confirmation. Order processing services will be suspended on New Zealand weekends and national public holidays. 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. Fresh and frozen goods will not be dispatched on Fridays to avoid parcels sitting in transit over weekends.
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 cold‑chain standard shipping service, with an estimated delivery period of 2‑5 business days, subject to actual logistics status. Rural delivery addresses may require extra transit time and additional surcharges. The stated delivery time is for reference only. Actual arrival time may be affected by logistics provider operational failures, cross‑border customs inspections, extreme weather, regional traffic restrictions and official holidays. Frozen goods may experience partial thawing in transit, which is not regarded as product quality defect.
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. KELVIN PIERCE HARGROVE 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. Perishable fresh goods returned will not be reshipped or refunded.
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 5 days after the scheduled delivery date. Upon receipt of parcels, please inspect fresh and frozen products immediately. If you receive spoiled, thawed or damaged goods, please retain the original outer cold‑chain packaging and take clear evidentiary photos within 24 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 and frozen products must be refrigerated or frozen promptly upon receipt. Do not re‑freeze fully thawed goods; please consume them within the recommended time frame. We reject after‑sales claims for product spoilage caused by improper storage, delayed collection or failure to follow food‑safety consumption prompts.
International Shipping and Customs Notice
We provide global cross‑border shipping services for all fresh food merchandise. Overseas shipments may generate import tariffs, customs clearance handling fees, quarantine inspection 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 biosecurity regulations. Some countries impose strict restrictions on importing meat and seafood products, please confirm local import rules before placing 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: KELVIN PIERCE HARGROVE
Phone number: +64 21 745 1389
Email: info@kelvihar.shop
Physical address: 11 Totara Place, Raumanga, NTL, Whangārei 0110, New Zealand