Shipping & Returns
The following sections provide information on our shipping and returns policies. If you are unsure about the following, please do not hesitate to call (06) 364 8991. We are happy to help in any way possible.
Dispatch & Delivery Notice: (Updated 28/5/2020)
Due to the influx of online orders around the country our courier services will take a bit longer to deliver your parcel. Please be patient and expect up to 21 days in a delivery delay or 30 days if you are located rurally.
If you have not received your parcel by this time frame, please let us know and we will follow it up for you. Thank you for your understanding and we hope to hear from you soon.
Covid-19 Notice: (Updated 12/05/2020)
From 14/5/2020 returns will now be accepted as per normal and our dispatch will resume as per daily. Any damaged goods upon receipt of your items please remember to still take photos and email them to Eden at firstname.lastname@example.org or call us at (06) 364 8991.
Please bear in mind that due to the high levels of online services, deliveries may take a little longer than the usual estimated time of arrival from time of dispatch.
We ship nationwide to New Zealand and will dispatch goods Monday – Friday whenever possible. We are located in the Kapiti Coast region and will send orders out the same day provided the order is received by 12:00pm. If you place an order for an item that is out of stock we will inform you by phone or email and provide an ETA. For orders that include items that are both in and out of stock, we can either send you everything that is available and forward the rest of the goods when they arrive OR send everything at once when full order is complete, depending on your choice.
We ship most products by courier service, Fastway. Items to be sent around the North Island will be received within 24 hours of dispatch, once payment has been received. Any items sent to the South Island will take 48-72 hours. We favour shipping by courier in the majority of cases because the difference in shipping cost is nominal compared with the value of items that are being sent.
Some point of care tests are temperature sensitive and require packaging in a polystyrene esky with ice blocks, in order to maintain a cold chain from dispatch to delivery. Sending these type of packages by courier provides a dependable transit time. Any item that requires refrigeration (i.e. some point of care tests) can only be shipped by courier, must be refrigerated upon arrival and will be noted on the package.
Any items to be sent to rural areas will be an additional charge and the customer will be notified prior to dispatch as payment will need to be made. Please expect an extra 24 hours on any rural orders.
Because many items such as point of care tests are temperature sensitive, we may also hold certain orders received on a Friday and send them the following Monday. This avoids them spending extra time in transit and maintains the integrity of the goods.
Please note that advertised overnight courier services will take 2 days longer to arrive if your order has been dispatched on a Friday and will be received the following Monday. The couriers make no guarantee to us that goods sent on an "Overnight Service" will actually be received overnight, so please bear this in mind and understand that shipping times are out of our hands once we fill an order and it is dispatched.
All methods of shipping feature tracking services, so if you are concerned about the time it is taking to receive your goods call (06) 364 8991 and we'll look into it for you.
Our returns policy is in addition to your rights under the New Zealand Guarantees Act because we want you to be happy with your purchase.
If you wish to return an item because you have changed your mind about your purchase, POCD NZ will offer you a credit voucher or refund provided that:
- The item is returned within 28 days of purchase
- The item is in a condition such that it can be re-sold, including that:
- The packaging is not damaged and all accessories, product inserts and instruction manuals are included.
- There is no sign of wear and tear, use and it is in its original condition.
- The product is not one for which a return is unavailable, as detailed below.
If the requirements detailed above are not satisfied POCD reserves the right not to offer a credit or refund for returns.
If you receive an order that contains equipment that is deemed to be faulty we will repair or replace them at no cost to you. Please contact us on (06) 364 8991 if you need to discuss an exchange. POCD reserve the right not to offer an exchange where damage has arisen due to neglect or misuse.
Due to the legality of supplying medically related items that are temperature sensitive, we cannot accept certain point of care tests for return as the cold chain may have been broken, rendering them dangerous for use. These products can still be returned if they are faulty (excluding neglect by shipping carriers), however it is not possible to change your mind and receive a credit or refund if this is the case. For this reason please select your items carefully and ensure that any tests you order are suitable for use in your setting and are compatible with your equipment.
All sexual health items are non-refundable unless deemed faulty.