Shipping policy
Last Updated: June 2026
NOŪS LABS currently ships within New Zealand only.
This Shipping Policy should be read alongside our Terms of Service, Privacy Policy, and Refund Policy.
1. Order Processing
Orders are generally processed within 2–4 business days following successful payment confirmation.
Orders are processed during normal business days only. Processing times may vary during periods of high demand, public holidays, unforeseen circumstances, or where additional order verification is required.
Submission of an order does not guarantee acceptance. We reserve the right to review, refuse, cancel, or delay any order prior to dispatch.
2. Shipping and Delivery
Once dispatched, delivery is generally expected within 2–4 business days depending on destination.
Delivery timeframes are estimates only and are not guaranteed. We will make reasonable efforts to ensure orders are processed and dispatched promptly.
Delivery times may vary due to destination, courier services, weather conditions, public holidays, rural delivery schedules, and other factors outside our control.
Where available, tracking information will be provided following dispatch. Customers are encouraged to monitor tracking updates and ensure appropriate arrangements are made to receive deliveries.
Certain shipments may require a signature upon delivery.
3. Delivery Information
Customers are responsible for ensuring all shipping information provided at checkout is accurate and complete.
We accept no responsibility for delays, failed deliveries, losses, or additional costs arising from incorrect or incomplete delivery information supplied by the customer.
Where an order is returned due to an incorrect address, additional shipping charges may apply before redelivery can occur.
4. Risk and Delivery Confirmation
Risk in goods remains with NOŪS LABS until courier tracking confirms successful delivery to the delivery address nominated by the customer.
Where a courier records successful delivery, including delivery to the nominated address, signature collection point, or authorised safe-drop location, delivery will be deemed complete and responsibility for the goods transfers to the customer.
5. Freight Forwarding Services
Where a customer elects to use a freight forwarding service, parcel forwarding provider, reshipment service, export service, or other third-party intermediary, delivery shall be deemed completed once the shipment has been successfully delivered to the forwarding address nominated by the customer.
We accept no responsibility for loss, damage, delay, export compliance, customs matters, or any other issue arising after delivery has been completed to the nominated forwarding address.
Customers are solely responsible for ensuring compliance with all laws, regulations, restrictions, and import requirements applicable to the destination country.
6. Lost, Damaged, or Incomplete Shipments
If a shipment appears to be lost, damaged, or materially incomplete, customers must contact us within 7 days of the expected delivery date or confirmed delivery date.
Claims may require supporting evidence, including photographs of products, packaging, shipping labels, courier tracking information, and any additional information reasonably requested by NOŪS LABS.
All shipping claims are subject to investigation and verification. Any resolution offered following that investigation will be subject to our Refund Policy and applicable New Zealand consumer laws.
7. Delivery Restrictions
We reserve the right to refuse shipment to any address, region, or location where delivery is unavailable, restricted, impractical, or considered unsuitable.
Contact
NOŪS LABS
New Zealand
Email: support@nouslabs.co.nz
Website: https://nouslabs.co.nz