Frequently Asked Shipping Questions

Both Australia Post and New Zealand Post are experiencing slight international delivery delays due to limited airline capacity and government restrictions as a result of COVID-19.

We have suspended New Zealand sample requests – the International airmail service we use to post your sample has been suspended. Normal Bulk Nutrients orders are still being sent.

Please see the following links for the latest updates.

As usual if you have any questions please contact our Customer Service team using our contact form, on +61 3 6266 4725 or using our Live Chat in the bottom right of the page.

How much does shipping cost at Bulk Nutrients?

Orders travelling to New Zealand will incur different shipping costs depending on the order weight:

  • 0 – 1.9kg is AU$15 (and ships via Express Post)
  • 2.0 – 4.9kg is AU$20 (and ships via Parcel Post)
  • 5.0 – 20kg is AU$25 (and ships via Parcel Post)

Will my order go express?

All orders 1.9kg or less on route to New Zealand are automatically sent Express Post.

If your order is more than 1.9kg, it will go Parcel Post.

How do you find out the weight of your order? Simply add each item’s weight together. You’ll find the weights specified in the product listing.

How long will it take to receive my order?

Our New Zealand customers can expect the following transit times:

  • Express – 2 to 4 business days
  • Standard – 4 to 6 business days
  • For rural or remote areas – add three business days

When will my order be dispatched?

Great question! Possibly our most popular one.

If you place your order before 5pm (NZST) on a business day, we can usually get it out the same day. If it’s after 5pm (NZST), it’ll go the next business day.

This excludes public holidays and any Australia Post holidays.

 Order placed before 5pm NZSTOrder placed after 5pm NZST
MondaySame dayTuesday
TuesdaySame dayWednesday
WednesdaySame dayThursday
ThursdaySame dayFriday
FridaySame dayMonday

Can I track my order?

Tracking is available for orders shipped to New Zealand through the Australia Post website as well as the New Zealand Post website.

As your order gets closer to delivery the New Zealand Post website will provide the most accurate information.

My package isn’t here yet. What’s going on?

First up, track your parcel on the Australia Post website (or the New Zealand Post website). You’ll find your tracking code in the shipping confirmation email.

If things aren’t making sense in the tracking, we’re happy to help out. That said, due to restrictions with Australia Post, we can’t get any answers until the package is more than three days late based on the table above.

That means if we were sending to Sydney via Regular Post, more than 9 days need to have passed before we can get answers about what’s going on. We know it’s not ideal, but we have to play by Australia Post’s rules, especially at busy times of the year like Christmas and Easter.

So if your package is more than three days late, drop us a line and be sure to include your name, order number, tracking number and contact information so we can find out what’s going on for you.

Parcels coming into New Zealand

Clearance through Customs

All tracked orders coming into New Zealand are scanned on arrival and again on clearance from the New Zealand Customs Service (Customs).

You can check for these scans on the New Zealand Post tracking tool.

If Customs are holding an item for clearance or payment of duties, taxes or Customs fees, this will appear in tracking as “Held for clearance”.

For more information, see Is Customs holding my parcel?

Duties and Charges

As a rule of thumb, orders over NZ$399 will incur Customs Duty when shipped to New Zealand.

Use the What’s My Duty Estimator on the New Zealand Customs Service website to see if this cost applies to your order.

Does my order need to be signed for when it’s delivered?

It’s up to you. We provide you with the option when you place your order. But there’s two things you need to know:

  • If you choose ‘No signature required’, we can’t be held liable for your parcel going missing.

  • Also, strangely, we can’t guarantee that Australia Post won’t ask for a signature anyway. In some areas, Australia Post will require a signature on all parcels regardless of what you specify.

Find out more about opting to leave your parcel in a safe place here.

I placed an order but didn’t receive confirmation.  Where’d it go?

There are a few possible reasons why you might not have received a confirmation email after placing an order:

  • Check your junk email, it’s sometimes hiding in there.
  • If you have multiple email accounts, make sure you’re checking the right one.

If you’ve double checked those things and still don’t have a confirmation email, please get in touch with our customer service team and we’ll manually make sure your order was submitted successfully.

You guys stuffed up, or I got a bonus I didn’t ask for. Can you fix it?

That’s no good at all. Sometimes we do get things wrong, and we’ll do our best to fix it up asap! If you get in contact with our customer service team we can figure out what went wrong and how to fix it for you. Please do not dispose of or open any incorrect products unless we advise you to.

My product/s are damaged/there’s something wrong with them. Can I have a new one/s?

Oh no! Damaged parcels are the worst. We’d be happy to sort this out for you, but here’s the important part: if you receive damaged goods do not throw them away!

If it’s possible, snap a photo of the damage and send it through to us. We can then arrange to replace or swap the items, and will organise for you to return the damaged items back to us.

I changed my mind about a product. How do I return it?

If you’ve changed your mind and want to return an unopened product, that’s no problem. Here’s what you need to do:

  • Get in touch with our customer service team so they know what’s going on.
  • Post the item back to us within 30 days of ordering it (you’ll need to cover the shipping costs).
  • We’ll process your refund when we receive the item and email you to let you know.
  • Note: We have a limit of one return per month, and we can’t refund goods that have already been opened unless it’s a damage or quality issue (see the previous question).

How can I contact the Customer Service team?

You want to talk to us? Hurrah! We love talking to customers and are ready to help. If it’s regarding an order, make sure you have your order number ready so we can bring it up in our system.

You can get in touch via:

  • Phone. Call +61 3 6266 4725 from 10am to 7pm Monday to Friday NZST.

  • Live Chat. If we’re online, you’ll see a little tab at the bottom of this screen saying Live Help is Online. Click here to chat! Just click that, and you’ll be connected to one of our team.

  • Email. Pop a summary of your question (including any reference numbers) into our contact form and hit send.

  • Social Media. Hit us up on Facebook, Twitter or Instagram with your questions. Sometimes we’ll need to get other contact details off you so we can help you out, but it’s a great starting point.