Shipping & Pick up

We send parcels anywhere in New Zealand using a trustworthy company: Courier Post. Oversized orders (50kg or more) are shipped with a freight company (Mainfreight).

 

By making an order with us, you accept our terms of trade. Please note that is the customer's responsability to select the appropiate courier fee option. Rural orders incurr an additional fee which must be paid; alternatively you can provide us with a non-rural address. If you want to check if your address is rural, please enter your address in this website: https://www.courierpost.co.nz/tools/address-checker/

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Rural deliveries don't qualify for free delivery

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If you get a green tick next to "rural" then it is a rural address.

Unpaid rural deliveries will not be shipped until the appropiate fee is paid in full. We reserve the right to charge a 5% restocking fee for cancelled orders. We are also happy to ship to your nearest NZ Post office or countdown to help you save courier fees. Check here the NZ Post locator to find the closest post near you: https://www.nzpost.co.nz/tools/postshop-kiwibank-locator

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Shipping/handling costs

• Auckland 0.0 kg – 25.0 kg $6.50

• Nationwide 0.0 kg – 1 .2 kg $9.99

• North Island (Excl. Auckland) 1.3 kg – 4 kg $12.99

• North Island (Excl. Auckland) 4.1 kg - 10.99 kg $19.99

• North Island (Excl. Auckland) 11 Kg - 15 kg $24.99

• North Island (Excl. Auckland) 15 Kg - 60 kg $59.99

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• South Island 0.0 - 1.5 kg  $9.99
• South Island 1.6 kg -4 kg $14.99
• South Island 4.1 kg -10 kg $21.99
• South Island 10.1 kg - 15 kg $45.99
• South Island 15.1 kg -60+ kg $65.99

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• Rural deliveries  incur an additional charge of $5 on top of normal delivery fees.

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DELIVERY OF FROZEN PRODUCTS: IMPORTANT PLEASE READ

Our frozen products are typically shipped via standard courier with an overnight delivery option.

Nevertheless, please be aware that couriers may experience unexpected delays, and as a result, your order may take anywhere from 2 to 5 working days to reach you. We understand that this may raise concerns about the products possibly arriving thawed.

 

It's important to note that frozen products should not be refrozen once thawed, as this can affect their quality and safety. While we take every precaution to package your items securely, we want to clarify that we cannot assume responsibility for products that arrive thawed due to courier delays. If you find that your products have arrived thawed, we recommend using them immediately to maintain their freshness and quality. If you have any concerns or questions about your order, please don't hesitate to reach out to us.

 

As an alternative, if you wish to avoid the risk of thawed products, you're welcome to collect your order directly from our shop located at 179A Archers Rd, Northshore Auckland, open 7 days a week from 10:30 to 16:30, and late Thursdays 7pm. This option ensures that you receive your items in the best possible condition.

 

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Delivery details:

Processing times: We process orders from Monday to Friday from 10:30-4pm, excluding weekends and public holidays. Orders are processed once payments are received in full. Incorrect addresses will result in delays in your delivery. Rural charges are additional. Unpaid rural deliveries will not be processed until payments are made in full. Orders are picked up by the courier company on the next working day.

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Delivery times:

Auckland and North Island may take 2-7 working days. South Island orders may take 3-10 working days. Rural orders may take 2-3 additional days in addition to standard delivery times.

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Receipt of your order: We send all orders using a secure courier company however, it doesn't require signature. If you wish for your parcel to be sent with a "signature required" option let us know. This option may incur additional charges.  If you wish for your parcel to be left at your letterbox, this can be done but neither Pachamama Latino Store nor the courier company will take any responsibility for damaged/lost parcels. If there is nobody at your home to receive the parcel, the courier company will leave a calling card. It is your responsibility to call and arrange for an alternative delivery time.

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Damaged goods: It is your responsibility to open the package and inspect it before signing the courier slip. If goods have arrived in good condition, you should sign the receipt but if the items are damaged, do not sign or accept the order. It is very unusual for items to get damaged in transit, but it may happen. All goods leave our warehouse in good condition, so if there is any damage, this occurred during transit. For this reason, you need to check the parcel before signing the courier slip and do not accept parcels that are damaged. It is very useful if you send us photos of the damaged items. We will endeavor to replace damaged goods, providing you notify us immediately and supply us with a photograph.

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If you receive and sign your order and later discovered items are damaged, you and Pachamama Latino Store are unable to claim the damaged items.

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Refunds / returns:

We do not generally accept returns. We encourage our customers to carefully review product details before making a purchase. Clearance products may have passed their best-before date, and this information will be clearly stated in the product description. It is the customer's responsibility to read and acknowledge the product description before completing the purchase.

 

Refunds:

Refunds will only be issued in the following circumstances:

 

• If we made an error in processing your order.

• If the product received is defective or damaged.

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Delivery Issues:

In the rare event of delivery issues caused by the courier company, we strive to provide assistance and resolve the matter promptly. Please let us know immediately if you haven't recieved your parcel, take note of the following details regarding our policy on delivery issues:

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Please note the following:

•  We will initiate a trace on your parcel, working closely with the courier company to locate and resolve the issue.

• This process may take several days, as it is beyond our control and is dependent on the courier company's procedures.

• We will not issue a refund during the investigation period. However, we will keep you informed about the progress of the trace.

• The Courier may attempt a second redelivery or if they have damaged the goods they will let us know and we will resend goods to you or offer a refund if these are no longer in stock.

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Customer Responsibility:

To ensure a smooth delivery process, we kindly request our customers to adhere to the following guidelines:

• Accurate Shipping Information: Please provide accurate and complete shipping details, including apartment or flat numbers, to facilitate a seamless delivery process.

• Verify Shipping Address: Double-check the shipping address for any errors or omissions that could lead to delays or misdelivery.

• Select correct delivery fee: it is your responsibility to select the correct courier fee. Incorrect fee selection may incur in delays.

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Additional Information:

• Be mindful that our team is dedicated to assisting you, and we appreciate your cooperation in treating our staff with courtesy and respect. Your understanding and considerate interaction contribute greatly to a positive experience for everyone involved.

• If you encounter issues with your delivery, please contact our customer support team at sales@pachamama.co.nz for further assistance.

• Note: This policy is subject to periodic review and may be updated without prior notice. We appreciate your understanding and cooperation

 

Important Note:

Clearance products may have specific terms regarding their expiration dates or conditions, and it is imperative that customers take note of this information before making a purchase. Refunds for clearance products will only be processed in the case of a significant discrepancy from the provided details.

 

By making a purchase with Pachamama Latino Store, you acknowledge and agree to abide by the terms outlined in this Return and Refund Policy.