Shipping & Handling

Shipping Information

We offer free delivery on all orders throughout New Zealand including rural delivery addresses. Please note we cannot ship to PO Boxes. Packages may be picked up within Auckland upon request.

Orders will be confirmed and processed via email communication with the buyer we do not print physical invoices / receipts unless specifically requested. We will create electronic invoices for larger orders or upon request.

Orders are shipped Monday to Friday (excluding public holidays). Once an order has been processed it will be dispatched the following business day. We use a door to door courier service for direct and secure shipping. Please allow 1-2 working days for North Island delivery & 2-3 days for South Island and rural delivery. 

Tracking Orders

All parcels will be assigned with a unique track and trace number for security purposes. These will be available upon request but please allow up to 24 hours for tracking information to become available.

Order status can be tracked online at http://www.fastway.co.nz/courier-services/track-your-parcel

The first tracking update order received or currently in transit means that the courier has the order on hand and it is in transit to their closest depot for sorting.

Receiving Orders

All packages require a receivers signature upon delivery or will not be delivered. Customers may opt out of signing where the courier will simply leave the package at the address however this will relieve both Wheyhouse and the courier of any liability relating to product damage or theft. If this is the case simply state no signature required in the order notes when purchasing.

If you are not home at the time of delivery the courier will leave a calling card with contact information to reschedule a delivery time at your convenience. Alternatively list a work address for delivery during business hours to ensure hassle free receipt of your order.

Slow or Undelivered Orders

Please notify us if your order has taken longer than expected to arrive. Shipping delays happen from time to time and can be for a number of reasons. We will follow up directly with the courier, provide a tracking number for personal reference and an explanation when possible.

Refunds & Returns

We stand by the statement From the contents to the canisters our organic protein powders are the most complete whey product available in todays market and if you are not satisfied neither are we. However we are so confident in our product that we offer a 110% 30 day money back guarantee to all products purchased that do not perform to your expectations. Simply contact us at sales@wheyhouse.co.nz to arrange a return label and refund.

Returns & Exchanges Policy

Please inspect the package carefully before signing and accepting. If the product arrives damaged or appears mishandled refuse delivery and contact Wheyhouse immediately, please do not dispose of the product.

Due to the product nature, once opened Wheyhouse cannot issue returns or refunds if a customer changes their mind. Any opened goods will not be refunded unless there is a problem with product quality. For quality related issues or any other product problems Wheyhouse must be contacted within 7 days of delivery. Wheyhouse will provide a full replacement if a product is not of acceptable quality and deemed genuinely defective, free from shipping mistreatment or customer misuse and does not meet the standards of the New Zealand Consumer Guarantees Act 1993. A full refund will be provided or a discount issued on a replacement product.

If you change your mind after receiving your order or would like to exchange it for a different product it may returned in its original unopened condition within 30 days. Once the return has been received and inspected a refund will be issued however shipping fee of $10 will apply for all returns and exchanges.

Incorrect Orders

Occasionally incorrect orders are shipped. If this happens please notify us within 7 days of receipt. We will resend the correct order immediately and cover all associated costs. We reserve the right to request the original (incorrect) order to be returned to Wheyhouse at our expense and may ask for photo evidence via email for proof that the wrong order had been dispatched as a condition of refund.

Returns Contact

To organise replacement or return your product please contact us directly at sales@wheyhouse.co.nz. We are available 7 days per week. You should expect to receive a same day response.

For returns a courier label will be issued and a pickup time scheduled. The return label will need to be directly attached to the item – Change of mind at your expense ($10.00 NZD) and defective products at our expense. Once returned goods are received and inspected by Wheyhouse a refund will be issued or replacement product dispatched.