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Frequently Asked Questions

Honey Quality

Do you add anything to New Zealand honeys?

If the product is labelled as HONEY ONLY ie. not flavoured, then nothing has been added to the honey.

Are New Zealand honeys blended with honeys from overseas?

No, New Zealand biosecurity regulations prohibit the importing of honey into New Zealand. When you buy New Zealand honey packed in New Zealand, it is 100% New Zealand honey.

What does UMF mean?

UMF rating value is assigned by an approved independent laboratory that tests and measures levels of key bioactives Methylglyoxal (MGO) and Leptosperin. If the batch of honey meets these requirements, including the Ministry for Primary Industries Manuka definition, then the product is certified UMF.

Is NZ Bees honey raw?

There is no industry standard set for product labelled "Raw" honey. This term is used by marketing people to achieve sales, and perceptions of what is raw varies from place to place and person to person. As NZ Bees honey is export grade, and to enable access to strict markets like the EU, we go out of our way to minimise any heat exposure of our honey products.

 

Payment

What payment methods do you accept?

We accept the following credit cards: MasterCard, Visa, American Express, together with Google Pay and Apple Pay. Our payments are managed by STRIPE, the worldwide leader in online payments. Payments are 100% secure and use your browser's SSL engine to ensure that your personal payment details remain safe and secure. These details are only shared with STRIPE. As an online shop, we only have visibility of your order and delivery details. We do not have visibility of your personal payment details.

Do you accept COD?

No, we do not offer COD payment terms. We accept the following credit/debit cards: Visa, Mastercard, American Express, Apple Pay, Google Pay, and Shopify Pay.

 

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just follow the instructions on-screen during the checkout process or use the CREATE ACCOUNT option under the face icon on the menu bar.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at honey@nzbees.nz just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Why has my order been canceled?

We typically only cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via honey@nzbees.nz, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

Regrettably, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

When will my order arrive?

All orders in New Zealand are shipped via NZ Post parcel service. After your order has been packed and shipped we will email you a Tracking Number. This will allow you to track the transit of your order through the NZ Post shipping process. Typically, we would expect you to receive your delivery within 3-5 days from the time your order leaves our Packing House.

NZ Post offers the additional services of PARCEL LEAVE, PARCEL REDIRECT and PARCEL COLLECT. These services are accessible on the NZ Post Parcel Tracking portal.

Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.

What countries do you ship to?

At this point in time, and as part of our 'soft launch' process, we are only shipping to local New Zealand customers. If you are located overseas and would like to purchase NZ Bees honey products, please make contact with your nearest Authorised Distributor. Contact details can be found on this page: (https://nz-bees.myshopify.com/pages/international-distributors).

How much is shipping?

Shipping costs depend on the item you’ve ordered and where you are located in New Zealand. We calculated shipping costs based on weight and volume. This shipping cost is displayed during the Check-out process. If your order value is more than $95, we provide free shipping to all destinations within New Zealand.

Can I track my order?

Yes! We provide updates at every stage of your order, from the moment you place it, to dispatch and delivery. In your delivery confirmation email, you’ll receive a tracking number that you can use to check the progress of your order online. This will allow you to track the transit of your order through the NZ Post shipping process. Typically, we would expect you to receive your delivery within 3-5 days from the time your order leaves our Packing House.

NZ Post offers the additional services of PARCEL LEAVE, PARCEL REDIRECT and PARCEL COLLECT. These services are accessible on the NZ Post Parcel Tracking page.

 

Returns

Do you have an RMA Policy?

Yes! Our Return Merchandise Authority (RMA) Policy provides a series of steps to ensure that your return items can be received into your warehouse. Note that your Return Policy is only applicable for physical honey products, it does not apply to Gift Cards.

To obtain an RMA Number, please follow these steps:

1. If you believe that the product(s) you received is faulty or not what you ordered, please photograph the item(s) in question.

2. Please attach these photos to an email, together with an explanation of the issue, and send it to our Customer Service team at honey@nzbees.nz

3. Our customer support team will review the issue and if your RMA request is accepted, we will issue by email an RMA number, together with our return address.

4. Print this email and enclosed it with the returned item(s). You are required to pay for the return shipping to our warehouse.

Can I return or exchange an item?

You can absolutely return your item to us, within 15 days after receiving it, as long as it’s undamaged, unused, and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges. 

To start a return, you can contact us at honey@nzbees.nz. If your return is accepted, we’ll send you an RMA number, together with our return address. Items sent back to us without first requesting a return will not be accepted.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Product Exchanges
This option is available. However, we cannot send the exchanged product until the unwanted product is returned. 

Refunds
We will email you after we have received and inspected the returned item. If the return is approved, you will be automatically refunded the value of the purchased item. This does not include the cost of shipping. The amount will be refunded using your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

How do I return an item?

Please contact our customer service team via honey@nzbees.nz. Providing the return is within the 15-day cancellation period and meets our return criteria, we will issue you an RMA number by email. You need to include this with the return of the product. You will need to arrange and pay for suitable packaging when returning an item.

What do I do if I lose my RMA number?

We send RMA numbers by email. If you can locate the email we sent you, simply print this email and enclose it with the returned item(s). If you can’t find this email, please email us again and ask us to issue another RMA number.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take a photo of the product(s) in question and email our Customer Service team with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

Please refer to our RMA Policy if you decide to return a product(s).

How long does it take to refund an item?

This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account or onto your card.

 

Miscellaneous

Do you sell gift cards?

Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life. Simply buy a gift card instead, to the value of $10, $20, $50, $100.

24/7 Customer Support

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Shipment Tracking

Worried about receiving the product? Each order receives its own unique tracking number.

15-Day Returns

Not 100% In LOVE with your purchase? Send it back hassle free!

Free Shipping

Enjoy Free Shipping when your order value exceeds $50