SHIPPING, DELIVERY & RETURNS
When you place an order through Rick’s Hemp Oils, you are agreeing to the terms and conditions described here. This is so that customers, and us the supplier, have an agreed arrangement to adhere to while our service is used.
1. Stock Availability
Successful purchase is subject to products being in stock. While the stock levels on our website are usually up-to-date, there may be times when there is a lapse in accuracy. If this occurs, we may not be able to send all the products you have purchased in one shipment. The available items would be shipped. We would then contact you to ask if you would prefer to wait for the rest of your order, or rather cancel the delayed items and be refunded.
2. Shipping Costs
We work out the shipping costs depending on the weight and size of each package, as well as the destination. The shipping costs will be shown along with the purchase price, and is paid for at the same time. The shipping price shown will not change after purchase is complete.
3. Returning Items
3.1 Returns – Change of Mind
We are happy to accept returns if you change your mind about using our products, however some conditions apply. The customer must submit a return request within 28 days of receiving the item, and it must be returned unused and in its original packaging. The customer is to pay for return shipping expenses, and is responsible for making arrangements for return shipping postage or courier service. Once we have received the item and it has been accepted, we will process a refund as store credit to be used for another purchase.
3.2 Warranty Returns
Rick’s Hemp Oil will accept returns in the case of warranty claims. Claims must be submitted within 90 days of receiving items. To return items, customers must initially pay the shipping costs, but this will be reimbursed once the warranty claim has been accepted. We aim to process warranty claims quickly, within 7 days.
There are three options open one a warranty claim is accepted:
- A full refund
- Store credit for the same amount, to use on another purchase
- A replacement product shipped to you, subject to stock availability.
4.1 Domestic Transit Time
Domestic orders within New Zealand usually take between 2-7 days.
4.2 International Transit Time
International order transit time depends on the courier selected and the location. On average, the transit time is between 4-22 days. If you choose international shipping, we can offer specific information during checkout.
We aim to dispatch all orders with 2 business days after payment. We work from Monday to Friday and follow standard business hours. In the event of national holidays, shipment may be temporarily delayed due to the closure of places of work, but we keep customers informed of any delays that may affect delivery.
4.4 Change of Delivery Address
If you have changed your delivery address after placing an order, please contact us ASAP. We are able to change the delivery addresses up to the point of dispatch.
4.5 P.O. Box Deliveries
We are able to ship items to P.O. Box addresses, but to do this we use postal services, rather than courier services.
4.6 Military Address Deliveries
We use postal services to deliver items to military addresses, rather than courier services.
4.7 Out of Stock Items
If products ordered are not in stock, we will fulfil the rest of the order and then send the out of stock items once they become available.
4.8 Delivery Time
If your parcel has not arrived within the expected delivery time, please contact us. We will endeavour to trace where applicable.
5. Tracking Parcels
Customers are provided with a tracking link once an order is dispatched. This will show the progress of parcel transit, with information and updates made by the shipping service.
6. Damaged Parcels
If you find that a parcel has been damaged while in transit, you can refuse to accept it from the courier and contact our customer service team for advice on what to do next. If your parcel has already been delivered and you find it has been damaged, contact customer service.
7. Duties & Taxes
7.1 Sales Tax
The products shown on Rick’s Hemp Oil website have already had sales tax applied to the price displayed.
7.2 Import Duties & Taxes
International shipping may incur import duties and taxes, for which the customer is liable to pay for upon arrival into the country. The cost of this varies, depending on the country. We feel it is only fair to make you aware of these possible extra charges if you are ordering from overseas.
If import duties and taxes are refused by the customer, the parcel will be returned to us at the customer’s expense. We will issue a refund for the purchased goods, minus the return shipping expense. We are also unable to refund the original shipping cost.
If you wish to cancel your order, please contact our customer service team. If you wish to cancel due to damaged packaging, please refuse to accept it from the courier. If it has already been delivered, please get in touch with our customer service for more advice.
Once we have dispatched your order, it is handled by the shipping provider. Customers are sent a link so they can see where their parcel is in transit, plus be informed of any updated information to do with delays and delivery.
10. Customer Service
Our customer service is here to support you with questions you have about our products or your order. You should also contact us if there is a problem after delivery, such as a damaged package upon arrival.