♥ Free NZ shipping over $60 to urban addresses  ♥ Afterpay & Zip avaliable

Returns & Shipping

Shipping

Standard free shipping with NZ Post Courier* 

We offer standard free shipping with NZ Post Courier for orders that exceed $60.00. 

If your order total is below $60, a shipping fee of $4.99 will apply.*

* Important Notice for Rural Addresses 

Please note that the information provided above excludes rural addresses. If you are a rural customer, it is essential to select the additional delivery fee checkbox at the checkout. A charge of $5.70 will be added toyour total bill, as we are charged this amount by our courier company for rural deliveries. Failure to select this checkbox may result in delays or the cancellation and refund of your order.

Signature upon delivery

By default, our deliveries do not require a signature upon delivery unless specifically requested in the shipping instructions box during checkout. Please note that if you choose not to require a signature, you assume responsibility for your package once it has been delivered.

Shipping Times

Our goal is to dispatch all orders received before 11am on business days on the same day. Please note that the dispatch location is Whangarei. Here are the estimated delivery targets provided by NZ Post: 

  • North Island: 1 business day
  • South Island: 1-2 business days
  • Rural/Waiheke and certain residential areas may require an additional day for delivery.

However, it's important to keep in mind that NZ Post's delivery targets are intended as a guide and do not guarantee the exact arrival time of your item. Deliveries to rural or remote areas may take longer. 

Once your order is dispatched, a tracking number will be sent to you via email. This tracking number allows you to check the status and location of your order. 

Please note that there may be a delay in the delivery process under certain circumstances. This could be due to the item being sold out or out of stock, a credit card issue, or the need for delivery address verification. If any of these situations occur, we will make every effort to contact you promptly in order to resolve the issue.

International Shipping

At present, we are solely focused on our New Zealand customers as we are in our start-up phase. However, in the future, if we are able to secure economical international shipping then we will add this service.



Returns

It is the purchaser's responsibility to ensure the product & flavour is correct prior to opening or using it. All products are sold on the basis that the customer has sought advice from their doctor and researched the suitability of the product before purchasing. We accept no liability on the use or misuse of any products sold. Proof of purchase is required, and customers must contact us by filling in the contact form on our website before returning any items. We are unable to issue credits or refunds due to change of mind. 

Please note: Dislike of flavour is deemed as change of mind.
Clearance items, are not eligible for return.
The Consumer Guarantees Act applies in all cases. 

How to return an item.

If you have received your order and something is damaged, faulty, or incorrect, please contact us to submit a return application for a replacement, credit, or refund. You will need to send us a clear image of the issue, including the product, expiry and batch numbers, your order number, and the affected item within 7 working days of receiving your order. 

We will review your returns application, and we kindly ask for your patience as it may take 2-3 working days for a response. Please refrain from discarding any items until the matter is resolved. Please note that our return policy is valid for 7 days after you receive your purchase. If this timeframe has passed, we regret that we cannot offer you a store credit in exchange for the items.

Damaged Items

If your item appears to be damaged in transit, please retain all packaging as we will contact our courier to initiate an investigation. On occasion, our courier may need to collect the goods for assessment. 

Faulty Items

If an item is found to be faulty, which was not disclosed at the time of purchase, we will need time to inspect the batch and contact our manufacturer. Please allow time for our manufacturer to conduct their investigations. We do not provide full refunds or physical exchanges unless the item is deemed faulty upon inspection. In certain scenarios, we may request the faulty item to be returned to us for further assessment. 

We reserve the right not to offer a store credit, refund, or replacement if the item fault is a result of misuse or neglect. If the item has been partly used with an acknowledged and present fault, we will consider it fit for purpose and will not offer a credit, refund, or replacement.

Incorrect Items

If you have received an incorrect item, please contact us, and we will organise its return and free replacement. However, please ensure that incorrect items remain unopened and in their original condition, as failure to do so may prevent us from accepting the return due to health and safety reasons. Please ensure that we receive the items for return within 14 days of your order being delivered. Items returned outside this period will not be accepted.


Order Cancellation Policy

Once an order is confirmed and payment has been processed, it cannot be cancelled. For more information on issues related to "change of mind," please refer to the Consumer Protection site.

If the goods have not yet been shipped and the order can be retrieved before dispatch, we may accept a cancellation request, subject to a 20% cancellation fee based on the total cost.

Pre-ordered items

Some items on our website are available for pre-order. These items are not currently in stock but are listed for presale due to high demand. Pre-ordered items are marked and estimated shipping times are provided. 

Cancelling pre-orders

Unfortunately, we are unable to provide refunds for pre-orders since we order stock based on the quantity of pre-orders received. However, we are happy to offer a store credit instead.


Privacy

At Love Muscle, we prioritise your privacy and security. Your personal information is treated with the utmost confidentiality and will not be sold or shared with third parties without your consent. We use your information solely for internal purposes and do not disclose it to external organisations. When using our website, you may be asked to provide personal information necessary for order processing and fulfilling our website obligations. While providing this information is optional, failure to do so may impact our ability to process your order or provide important information.

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