Shipping policy

At Hapū Helpers, we understand how important timely delivery is, especially when you're tracking your cycle or preparing for your conception journey. We are committed to processing and dispatching orders as quickly as possible while providing a fair and transparent returns process.

Shipping

Order processing

Orders are typically processed within 1–3 business days. Orders placed on weekends or public holidays will be processed on the next business day.

While we make every effort to dispatch orders promptly, processing times may occasionally be extended during peak periods, public holidays, promotional events, or due to circumstances outside of our control.

Estimated delivery timeframes

The following delivery estimates are provided as a guide only:

New Zealand: 1–3 business days

International: 4–8 business days

Delivery timeframes are estimates only and are not guaranteed. Delays may occur due to courier disruptions, customs processing, weather events, public holidays, or other circumstances beyond our control.

International orders, customs and import duties

Hapū Helpers ships worldwide.

Customers are responsible for any customs duties, import taxes, clearance fees, VAT, GST, or other charges imposed by the destination country.

Hapū Helpers has no control over these charges and cannot predict what they may be.

Customers are also responsible for complying with any import restrictions, regulations, or requirements that apply in their country.

Customs delays

International orders may be subject to customs inspections and clearance procedures.

Hapū Helpers is not responsible for delays caused by customs authorities, border agencies, or import clearance processes.

Tracking

Tracking information will be provided where available once an order has been dispatched.

Customers are responsible for monitoring tracking updates and ensuring delivery information is accurate.

Incorrect shipping addresses

Customers are responsible for providing accurate shipping information at checkout.

If an incorrect address is supplied and an order has already been dispatched, Hapū Helpers cannot guarantee recovery of the shipment or reimbursement of associated costs.

Lost parcels

If a parcel appears to be lost in transit, customers should contact us at info@hapuhelpers.co.nz as soon as possible.

We will work with the relevant carrier to investigate the shipment.

Where an investigation confirms that a parcel has been lost due to carrier error, Hapū Helpers will work with the customer to provide an appropriate resolution, which may include a replacement or refund.

Investigation timeframes vary between carriers and must be completed before a replacement or refund can be approved.

Damaged or incorrect items

Please inspect your order upon delivery.

If an item arrives damaged, defective, or incorrect, please contact us as soon as possible at info@hapuhelpers.co.nz with photographs and details of the issue so we can assess and resolve the matter.

Returns

We offer a 30-day return policy from the date you receive your order.

To be eligible for a return, items must:

• Be unused and unopened

• Be in their original packaging

• Be in the same condition they were received

• Be accompanied by proof of purchase

Returns must be approved by Hapū Helpers before being sent back.

Items returned without prior approval may not be accepted.

Non-returnable items

Due to hygiene, safety, and quality assurance requirements, the following products cannot be returned once opened, used, or where the original seal has been broken:

• Ovulation tests

• Pregnancy tests

• Fertility supplements

• Insemination syringes

• Collection cups

• Conception discs

• Lubricants

• Applicators

• Other personal-use fertility and reproductive health products

Exchanges

If you would like to exchange a product, please contact us first.

In most cases, the quickest option is to return the original item (if eligible) and place a new order once the return has been approved.

Refunds

Once a returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method used at checkout.

Please note that banks, credit card providers, and payment platforms may require additional time to process and display refunded funds.

Consumer rights

Nothing in this policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993 or any other applicable New Zealand consumer protection legislation.