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FAQs

Please find as follows some of our most commonly asked questions. Click on a heading to jump straight to the relevant topic.  

If you can't find the answer you're looking for, we're here to help so please contact us.

 

General

Question

Why should I shop with HealthPost?

AnswerWe're New Zealand's favourite online supplier of natural health and skincare products. Shop with us today and you'll join thousands of satisfied New Zealanders and happy customers from around the world who are already enjoying the benefits.

Biggest Range

HealthPost offers over 4000 products to choose from across leading brands such as BioBalance, Blackmores, Clinicians, Comvita, Ethical Nutrients, Go Healthy, Good Health, Lifestream, Nutra-Life, Radiance, Swisse, Solgar, Sanderson, Thompsons and many more. Both the quality and scope of our range reflect 20+ years experience in natural health. We also provide an excellent selection of natural skincare and personal care products from top names including Antipodes, Living Nature, Karen Murrell, Oasis Beauty, Sukin, Trilogy and Weleda.

Best Prices

You'll save money when you shop with us. We offer some of New Zealand’s lowest prices on the products we stock and our frequent special prices are further reduced. Check out our specials catalogue for more.

Fast, Affordable (or Free!) Delivery

Most orders are dispatched the same day we receive them, and we use CourierPost’s overnight delivery system to ensure that goods arrive quickly and safely. All NZ orders over $79 receive free delivery; otherwise postage is just $4.50 within NZ. International orders are dispatched just as quickly and prompt safe delivery is assured via our partnership with NZ Post. We offer both Courier and Airmail delivery so you can choose the service which suits you best. Check out our delivery page for more details.

Reward Points

Order with us today and reap your reward points on your next order. For Every NZD $10.00 you spend on products with us, you will be awarded with 5 Reward Points. On your next order you will be able redeem them as your payment method – every 10 reward point will take NZD $1.00 off your payment.

Sustainable Business

HealthPost is fully committed to balancing profits with principles. We contribute many thousands each quarter to great causes including the New Zealand Red Cross, the Fred Hollows Foundation and WWF-New Zealand through our donation programme. We offset the carbon on all our operations and we also hold regular tree planting days to help regenerate our local environment.
  

Question

Where are you located?

Answer

HealthPost headquarters are located in Collingwood, in lovely Golden Bay, nestled between two national parks at the top of the South Island. If you are in Auckland, come in and visit our friendly and experienced staff at our health shop in New Lynn.
  

Question

Could you stock this product?

Answer

We stock over 4000 products and are constantly uploading more products onto our website. However – we are always happy to hear about new products that our customers wish us to stock. Please complete the Product Requests form with the desired product name, brand, your contact details.
  

Question

Can you give medical advice?

Answer

’Remote diagnosis’ is generally not a good idea and we’re not able to give specific medical advice. We have a qualified naturopath on staff who is available to help with product-related queries from Wednesday to Friday. Some of our suppliers have a free naturopathic service available – see the Supplier Resources page for details.
  

Question

How do I find out the ingredients of a product?

Answer

With thousands of products on our site, it's unfortunately not possible for us to manually type all of the ingredients for every one into our site and we're relying on our suppliers’ to provide us with this information. Even if we were able to type them all from the bottle, many (perhaps most) of our products list only the active ingredients on the label.

Inactive ingredients that usually are not mentioned in the list include fillers, tabletting, and encapsulating aids. We're working towards a full listing of ingredients to match the product label wherever possible but it should be noted firstly that this is very much a work in progress, and secondly that in many cases these inactive ingredients aren't listed on the product label itself and therefore aren't readily available to us, if at all.

If you're concerned about or have a sensitivity to any of the inactive ingredients commonly used in the manufacture of dietary supplements (e.g. silica, cornstarch, magnesium stearate), then we ask that you please check the label of your products carefully before opening them. Please feel free to contact us directly to enquire about the inactive ingredients of any particular product(s) you're interested in and we'll gladly check the label and/or put you in touch with the manufacturer prior to your ordering.
  

Question

What does the Period-after-opening icon on skincare products mean?

AnswerYou may have noticed that some skincare products have this icon on their packaging:
 
Period after opening symbol   

This is a called a period-after-opening (PAO) icon and it's purpose is to identify the useful lifetime of a product after its package has been opened for the first time. In this example, the product should be used within 6 months of first being opened.

Even if a product has an expiry that is 2 years from the present date, if a PAO icon is displayed then once a products packaging has been opened for the first time this becomes the effective expiry.
  

Question

How do I stay informed about new products and special offers?

Answer

We send out a regular email newsletter where we promote our exclusive deals and special offers. Another way of staying up to date is via our Facebook page. ’Like’ our page, join the community and be in on free products and exclusive offers.
  

Question

I signed up to receive the email newsletter, why haven’t I received it?

Answer

Thanks for joining our email community. We aim to send you regular updates on the latest and greatest deals, discoveries and competitions. If you haven’t seen the latest email newsletter in your inbox, please check your spam folder in case your internet provider has diverted it there by accident. Of course it’s not spam but occasionally interner service providers make changes to their email rules we are unaware of.
  

Question

I want to send my order as a gift. Can I do that?

Answer

Absolutely! Simply add products to your cart then checkout as usual ensuring that the Gift Recipient’s details are entered as the delivery address.

There are a few issues for you to consider:

  • Any single order will be dispatched as a whole to the address showing on the packing slip. We are unable to split orders to two addresses.
  • A pack-slip has to be included with each parcel stating the cost of products purchased. We are unable to omit the pack-slip or delete products or prices from it, sorry!
  • We don’t add printed gift messages to parcels, you can add a short gift message to any field of the delivery address of your order – this will be printed on the pack-slip
  • We take extra care to individually wrap each order carefully but can’t gift wrap at this stage, sorry.

You can also send your loved ones an email Gift Voucher as a convenient and flexible gift alternative.
 

Question

Do you have vouchers?

Answer

HealthPost gift vouchers are an attractive and convenient gift. They are easy to use, and are delivered (via email) to your chosen recipient. With our huge range of supplements and personal care products, including a great selection of luxurious natural skincare, HealthPost have something for everyone. You can order a voucher here.

$50 and $100 are already pre-set for you in the Amount drop down list, but you can choose to purchase vouchers for other dollar value by selecting “Other Amount” from the drop down list and type your desired balance. $20 is the minimum amount for a gift voucher on our online shop.

Take time to ensure the recipient email address has been typed in correctly. Once you have completed filling in the details, please click the “Add to cart” button and continue through to checkout to complete your purchase. Once you’ve finalised your payment an email will be sent to the recipient of the voucher with the gift voucher code and your message.

Please note that we offer volume based discount on purchase of stock items only. If you have a gift voucher in your cart, the value of the stock products in your cart (excluding the gift voucher) must reach the threshold of $500 to receive the discount. The discount will apply to stock items only.

Checking the balance and status on your gift voucher:

You can check the available balance and status of your gift voucher in two locations:

  1. Once selected items to your cart – please navigate to the View  Cart page
    Click on the grey “Enter Code” button at the left bottom corner of the screen
    Enter your gift voucher code to the Gift vouchers field
    Click the grey “Check gift voucher status and balance” button
     
  2. Once signed in to your account click the “My Account” icon at the top right corner of the screen
    Navigate to Gift voucher tab from the left hand side list
    Enter your Gift voucher code to the Gift voucher field
    Click the grey “Check gift voucher status and balance” button

*Due to the length of our gift voucher codes we recommend you copy the gift voucher code you’ve received by email, rather than typing it

Redeeming your gift voucher

Redeeming your gift voucher can be done two ways.

  1. On a new order:
    Once selected all your items to your cart – please navigate to the View  Cart page
    Click on the grey “Enter Code” button at the left bottom corner of the screen
    Enter your gift voucher code to the Gift vouchers field
    Click the grey “Check gift voucher status and balance” button
     
  2. To credit the balance to your online account with us:
    Once signed in to your account click the “My Account” icon at the top right corner of the screen
    Navigate to Gift voucher tab from the left hand side list
    Enter your Gift voucher code to the Gift voucher field
    Click the grey “Redeem gift voucher” button – the available dollar amount on your Gift voucher will be credited to the Store Credit on your account, and will be available for you at the checkout on your next order

*Due to the length of our gift voucher codes we recommend you copy the gift voucher code you’ve received by email, rather than typing it.

 

Question

Do you offer any discount for bulk purchases?

AnswerYes we do! If you spend NZD $500 or more, we apply a 5% discount on the total product value. This additional discount is applied automatically when you place your order. 

Please note: Bulk discounts only apply where the above amounts are spent on a single order.
  

Question

Who are your suppliers?

Answer

We pride ourselves on stocking all of the leading New Zealand supplement and natural skincare brands as well as many specialty supplements from around the world. See details of some of those available to respond to customer queries here.
  

Question

What is a product review?

Answer

Product reviews provide a forum for HealthPost customers to share their personal experiences with products and thus assist others in their decision making. We attempt to publish as many reviews as possible but we reserve the right to choose not to publish reviews if they contain any inappropriate language, comments or opinions. We welcome both positive and negative reviews, however questions and complaints should be forwarded to our customer services team in the first instance.

Please note it can take up to 3 working days to publish reviews.

We can’t publish links to other websites other than HealthPost or quotes, sorry

  

Question

Can I review your products?

Answer

We’d welcome your review of any product on our website. You can do so on the individual 'product detail' page. For example, if you wanted to review BioBalance 5-HTP you would first need to go to this product on our site, either via the category navigation on the right-hand side or by using the search function and searching 'BioBalance 5-HTP', or similar.
This will take you to a 'thumbnail' or 'mini image' of the product. Click on this and it will take you to the product detail page as follows: http://www.healthpost.co.nz/biobalance-5-htp-50mg-bb5hl.html
Once on the product detail page for the product you want to review, scroll down past the product overview to the 'Write Your Own Review' area.
Once logged in to your account with us simply fill out the fields then click on the 'Submit Review' button. You'll now be all done and we'll publish your review as soon as we get the chance to have a quick look at it for anything inappropriate (not anticipating this in your case at all of course, it's just our standard procedure!).
  

Question

How can I contact you?

Answer

You can contact us here. We’re here to help.
 

Question

I have other questions that are not listed here, how can I get the answer?

Answer

Please contact us. We look forward to being of assistance.


Shopping online

Question

How can I cancel my online order?

Answer

If you wish to cancel your order, please ring or email us with your order number as soon as possible.
 

Question

How can I personalise my online password?

Answer

You're most welcome and encouraged to choose your own password. Instructions for doing so are as follows:

  1. If you've not already logged in, please sign-in to our site using your existing details. 
  2. Once you've signed in, click on the pale blue 'My Account' icon at the very top of the page (in between the 'Sign Out' and 'Shopping Cart' icons). This will load your 'My Account' page with two editable fields. 
  3. Click into your “Account information” tab on left hand side list. 
  4. Then tick next to “Change Password”, the website will now allow you to enter your current password and your new desired password. Please remember to type your new password into the “Confirm New Password” field as well and then click “Save”. Your new password is now saved to your account.
     
Question

I’ve forgotten my password – what do I do now?

AnswerIt’s very simple, all you need to do is type in your email address to the sign-in window and click the pale blue “Forgotten Password” text below the Email field. Our website will send you an email with instructions as to how you can reset the password on your account. Please check your email and follow the instructions or contact us.
 

Question

What payment options are there?

AnswerWe offer complete peace of mind when it comes to paying for your products with our guarantee. We accept Visa, MasterCard & PayPal for international orders; and all of these plus internet banking and cheque for New Zealand orders. Our secure payment systems are amongst the best in the industry and provide state-of-the-art payment security and fraud protection. If you've any further questions or concerns, please let us know.  We're always happy to help.
  

Question

How can I pay with American Express?

Answer

If you want to pay with your American Express credit card, please click the 'paypal' button upon checkout. You don't need a paypal account for this and can proceed as a paypal guest user choosing to pay from a range of credit cards, including Amex.
  

Question

How can I pay with a credit card other than Visa or Mastercard?

Answer

If you want to pay with a credit card other than Visa or Mastercard, please click the 'paypal' button upon checkout. You don't need a paypal account for this and can proceed as a paypal guest user choosing to pay from a range of credit cards, including Amex and JCB. Simply update the country to where your card was issued for local credit card options on paypal.
  

Question

When do you charge my card?

Answer

Our credit card payments provider is DPS – a well respected card charge provider. When you are on our checkout page, you will be able to enter your card details securely on the page for payment. Your card will be charged when you click 'Place Order'. Once the transaction is successful, you will be directed to the order success page. Please ensure adequate funds are available and that the correct card details have been entered at the time of purchase.
  

Question

I got an email saying the item I bought is out of stock. Why is that?

AnswerWe do our best to make you aware of any products which are out of stock prior to purchase and these generally aren’t able to be added to your order. However in some cases it does happen that a product sells out simultaneously, meaning that the last remaining stock of a product may have sold to another customer while your order was being processed. You also may have purchased multiple units of a product when only 1x was available. We reorder frequently though and you can expect an ETA for when to expect your product (it’s generally within 1 week) and regular updates. We don’t charge any extra delivery for backorders.
  

Question

Is it safe to order online from your website?

Answer

Yes it is. The HealthPost website uses the industry standard Secure Sockets Layer (SSL) protocol, which encrypts your information as it is transmitted over the internet. This encryption scrambles details such as credit card number, billing details and delivery address so that other computers are unable to decipher the information, ensuring privacy and security.
To make sure you are accessing a secure server, check for the unbroken key or closed lock symbol located generally either at the bottom left, bottom right or top right of your browser window. If this appears, then SSL is active. You can double check this by looking at the URL as well. If SSL is active, then the first characters of that line will read ‘https’ rather than just ‘http’. It is important for you to protect against unauthorised access to your password and to your computer. Ensure you logout when you have finished visiting www.healthpost.co.nz, especially if you access our website from a shared computer. For more information, please visit our Privacy & Security page.


Delivery

Question

How much is delivery?

Answer

We offer free delivery within New Zealand on all orders over $79. Orders $79 or under are just $4.50 for courier (CourierPost) delivery to anywhere in NZ – including RD addresses and PO Boxes. We aim for next-working-day delivery of all orders placed before 1pm (for rural addresses allow an extra day).
An option of either Courier or Airmail is available for international delivery and the cost depends on the weight of the order. Having added the products you’d like to your shopping cart, please use our postage calculator (on the shopping cart summary page at checkout) to get a quote for the delivery costs to your country.
  

Question

How long does it take for delivery after I place my order online?

Answer

We aim for next-working-day delivery within New Zealand of all orders placed before 1pm (for rural addresses allow an extra day). Orders that reach us later than that will be sent out the next working day. International delivery varies from just a few days for Courier to around 2 weeks for Airmail.
  

Question

Do you ship overseas?  If so, how long does it take and how much does it cost?

Answer

Yes we do ship overseas and we offer a choice of Non-tracked Airmail or Courier. Go to our Delivery page and scroll down to International where you will find a list of countries + delivery methods and costs. We charge a flat-rate for orders weighing up to 1 kilogram (1kg). This rate is determined by your delivery country and choice of delivery method. For orders weighing over 1kg, the delivery cost is the 1kg rate plus an extra charge for each additional kilogram of product weight thereafter. These rates also vary depending on your delivery country and choice of delivery method. You can check the postage cost for your order by selecting your country at checkout. If you then change the quantities in your cart, click on [update cart] to update the delivery cost. 
  

You can enter your delivery address in foreign characters for your parcel at the check-out or email us with your order number and address in foreign characters to [email protected] and we will put this on the parcel as well as the address in English to assist with accurate delivery.
  

Question

Can I track my parcel?

Answer

Domestic orders: When placing an order online you will receive a notification of dispatch containing your parcel’s tracking number. This number can be used in the following link: http://www.courierpost.co.nz/track/track-and-trace

If you have not received your parcel within the delivery time frame for domestic deliveries, please use your parcel’s tracking number (sent to you in your dispatch notification) to track its location. For any assistance contact us immediately. Missing domestic parcels: We will resend missing parcels only after establishing their lost status with our courier service provider. The resent parcel will be dispatched 'signature required'. All parcels that have been delivered after a resend can be returned to sender postage-free or can be kept if paid for.

International orders: Only parcels sent with courier service can be tracked. Please use your parcel’s tracking number (sent to you in your dispatch notification) in the following link to track its location: http://www.nzpost.co.nz/tools/tracking. For any assistance contact us immediately.

Airmail parcels can not be tracked.

Missing international parcels: Investigation can be launched only once 3 weeks have passed since dispatch. Compensation can be received only when a non-delivery declaration sent to the same delivery address by New Zealand Post has been signed for and returned to NZ Post.
  

Question

What's the right format for a delivery address?

Answer

It is your responsibility to ensure that your address is accurate and complete when placing your order. If you are unsure of how to format your address, please check with your country’s post office website. If your parcel is being delivered to a business address, you must write the name of the business in the appropriate field. If your address is an apartment building, please ensure to write the correct apartment number and street address. Failure to do so will result in your parcel being returned to us by the courier or lost.

Most countries require a zip code/postcode, state or region and town. New Zealand addresses must have the suburb listed.

If an order is returned to us due to insufficient address in resalable condition, we'll refund you the value of the order less any postage costs incurred to us. We recommend typing your delivery address in your own language at the check-out or email us with your delivery address in your own language when placing an order for a country with an alphabetic system other than English. Please email us as soon as you place your order as we dispatch new orders very quickly. 
  

Question

What happens if my parcel doesn't arrive by the expected time

Answer

NZ Orders: We aim for next-working day delivery of your order placed before 1pm.  You can track your parcels on the CourierPost website via the link in your dispatch notification, if you have not received your parcel within the target timeframe or you have concerns on the whereabouts of your parcel contact us on 0800 148 148 immediately.

International orders: Airmail deliveries target time frame 5 – 15 working days after dispatch notification.  If you have not received your parcel in this time, please notify us via email and we can then launch an investigation with NZ Post.  Once an investigation is launched, NZ Post will work with your country’s postal service to attempt to locate your parcel, should they be unable to locate your parcel they will send a letter of “declaration of non-receipt” to the same address.  This letter serves two purposes; to validate that the address is deliverable and confirm in writing that you have not received the parcel.  Please note: Compensation for your missing parcel can only be received once NZ Post receive your signed declaration of non-receipt.

We will work closely with both you and the postal services until the investigation is complete.

International Courier delivery time frame 3-7 days, please track your order using the details provided in your dispatch notification email and contact us via email if you have any problems.
  

Question

Important customs information

Answer

Customs and import regulations vary widely between countries. Some of the products we sell via this website are prohibited for importation into certain countries. Unfortunately, it's not possible for us to be aware of all of the regulations specific to any given country. Where we are aware of any particular import restrictions, we endeavour to make note of this on the product detail page.

It's entirely your responsibility to ensure that any goods which you order are not prohibited/restricted within your delivery country. HealthPost Ltd accept no liability for the refund/replacement of any goods or any costs relating to, or arising from, the importation or confiscation of any goods by your countries Customs Office or other government body. Likewise any import duty or tax payable on your order is not our responsibility and is beyond our control. If an order is returned to us by your countries import authorities in resalable condition, we'll refund you the value of the order less any postage costs incurred to us. We can't provide a refund until we've received the products back. We don't provide refunds on parcels that are detained or confiscated at your countries customs due to containing items which are prohibited.

All overseas parcels must include a consignment note representing the full and correct value of the contents in the parcel. Parcel sent with courier mail must also contain a true copy of the order invoice.

We accept no liability for any goods lost in transit outside of New Zealand.

We've been sending goods all over the world for many years and have had very few problems.

We recommend you contact your local Customs Office for further information on import regulations in your country. For your convenience, please find following links to common international destinations we deliver to:


Problems with your order

Question

I want to return an item. How do I go about it?

Answer

We offer a full Hassle Free Return Guarantee on all unopened goods returned in saleable condition within 30 days.

If you have changed your mind about a product and it is in re-saleable condition (unopened, with undamaged packaging) you can return it within 30 days of receipt for a full refund. Please wrap your returned product well (products that have been damaged in transit back to us will not be refunded) and return it to us with your order number as a reference to the following address:

HealthPost Returns
PO Box 9
Collingwood 7054
New Zealand

Order number: _______

Once your return has been received, a refund will be issued within 10 days and an email confirmation will be sent. Refunds will be issued in the original form of payment.

Exchange: We do not exchange products – but will be happy to credit the balance of the returned products to your store credit with us, the credit will be available for you at the check-out on your next order. Please let us know if you wish us to arrange this for you with your return.

  

Question

Can I get a refund?

Answer

Refunds can only be made using the same payment method used when ordering. 

If you have paid with non-cash payment options (Reward Points, Gift voucher or Store Credit) for your products, the component of these non-cash payments from the products’ balance will be refunded to your Store Credit with us. This credit will be available for you at the check-out on your next order

Refund to credit card: When payment was made with same credit card and card hasn’t expired yet. Refund to PayPal: When payment was made less than 60 days prior to refund. If more time has lapsed since, please provide us with your PayPal address. In all other instances – Please enclose your banking details for credit to be directed to your bank account.
  

Question

The product I received is damaged. What now?

Answer

Please contact us as soon as you can so our friendly Customer Care Team can get the details and decide on the best course of action. Your satisfaction is extremely important to us. Please accept our assurance that any problems will be addressed in a friendly and efficient manner, and with your satisfaction as our over-riding concern.

Domestic orders: In order to organise replacement or compensation for damaged items, both the damaged item(s) and packaging must be retained for inspection. Please contact us on 0800 148 148 and talk with our Customer Care Team to resolve the issue.

International orders: We will compensate you for goods damaged in transit. In order to compensate you, both the damaged item(s) and packaging must be taken for inspection at the closest Post Office near you within 7 days. You will be issued a “Damage report” by the post office.. Please notify us of the situation by email, along with photos clearly showing the damaged item(s) and its packaging and a scan of the damage report you’ve been given.
  

Question

What if an item is leaking/faulty?

Answer

Domestic orders: Please contact us with details of your experience with the faulty items and its batch number and expiry date. If an Item is required back for inspection, a pre-paid courier bag will be sent to you for its retrieval.

International orders: We are unable to provide a retrieval bag for items sent overseas. Please contact us with the product's photsos, batch number and expiry date for compensation.
  

Question

What should I do if my parcel doesn’t arrive with the expected time?

Answer

Domestic orders: You can expect to receive your goods within 3 working days of having placed your order, but usually overnight for main areas of New Zealand. If your goods do not arrive within this time frame please call our customer care team on 0800 148 148 and they will start an investigation with CourierPost to ensure that you will receive your goods.

International orders – Courier: You can expect to receive your goods within 3-8 business days. If your goods do not arrive in this time frame please notify us via phone (+64 3 524 8414) or email and we will investigate the situation with NZ Post.

International orders – Airmail: You can expect to receive your goods with 5-15 business days. If your goods do not arrive within 15 working days please notify us and we will start an investigation with NZ Post (NZ Post will not start an investigation before this timeframe). NZ Post will send you a letter to the same address requesting confirmation that you have not received the goods, as proof that the address is deliverable. Once you receive and send this letter back to NZ Post the compensation for your loss can proceed.

We accept responsibility for parcels lost in transit in New Zealand prior to their having been delivered to your home/business provided we are notified within 7 days. We cannot accept responsibility for your parcel once delivery has been made.

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