Shipping & Delivery Policy

1. New Zealand Delivery

Free Shipping

We offer free delivery within New Zealand on all orders over $100 NZD.

For orders under $100 NZD, a flat shipping fee of $6.99 NZD applies.

Delivery Timeframes

Orders are typically delivered within 1–3 working days.

Most parcels dispatched Monday to Friday arrive overnight.

Please allow an additional 2 working days for rural addresses.

Delivery timeframes are estimates only and may vary during peak periods or public holidays.

2. Delivery Services

Standard Delivery (Non-Signature Required – Default)

All orders are shipped via NZ Post using a non-signature required service by default.

If no one is available at the time of delivery, the courier may leave the parcel at your door or in a nearby safe location. If it is deemed unsafe to leave the parcel, a “Card to Call” notice will be left with instructions for collection or re-delivery.

By placing your order, you acknowledge that parcels may be left without a signature under this service.

Signature Required Delivery (Optional Upgrade – $1.50 NZD)

If you prefer delivery with a signature required, you may request this service for an additional $1.50 NZD.

To request signature-required delivery:

Complete your order as usual
Email admin@ocare.co.nz immediately after placing your order
Include your order number and request signature-required delivery
We will provide payment instructions for the upgrade

Under this service, the parcel will only be delivered when signed for. If no one is available, NZ Post will leave a “Card to Call” notice.

Authority to Leave (ATL)

If you have authorised Authority to Leave (ATL) with NZ Post, this may override signature requirements.

If ATL is active and a parcel is left unattended, we may be unable to lodge a compensation claim if the parcel is lost or stolen.

You may update your ATL preferences directly with NZ Post.

3. Lost or Missing Parcels (New Zealand)

If your parcel has not arrived within the expected timeframe, please:

Check your tracking details
Confirm your delivery address is correct
Check with household members or neighbours
Look for a “Card to Call” notice

If your parcel is marked as delivered but cannot be located, it may have been left in a safe location or delivered under ATL.

If a parcel is confirmed lost in transit (not delivered), we will lodge an investigation with NZ Post.

If the courier confirms the parcel is lost, we will offer either:

A replacement (subject to stock availability), or
A refund

We are unable to accept responsibility for parcels confirmed delivered by the courier, including safe drop or ATL deliveries.

For higher-value orders, we recommend selecting signature-required delivery.

4. International Orders

Customs, Duties & Taxes

International shipments may be subject to:

Import duties
GST / VAT
Customs clearance fees
Handling charges

These charges are determined by the destination country’s customs authority and are not included in our product or shipping prices.

All customs duties and taxes are the responsibility of the recipient unless otherwise agreed in writing.

We recommend checking with your local customs office before placing your order.

High-Value Shipments

Shipments exceeding a country’s formal clearance threshold (for example, AUD 1,000 in Australia) may require additional customs documentation and processing.

Customers may be contacted directly by the courier or customs authorities for payment or documentation.

International Delivery Delays

We are not responsible for delays caused by customs inspections, regulatory processes, or peak shipping periods.