FAQs
Delivery
Change delivery address
Once you have placed an order online you cannot change the shipping address under your account. Your order packing slip is printed automatically a few hours after ordering so there is a small window of time where we can try and update the address before dispatch. Please email [email protected] with ""Change of address"" as the subject line with your order number. We'll do our best to help you out.
If your order has been dispatched, you can redirect the order within a 70km radius via NZ Post online. Enter your tracking reference at www.nzpost.co.nz for parcel redirect options.
Track your parcel
Once your order is shipped you will receive an NZ post tracking link. Enter the code at www.nzpost.co.nz
For bulky items sent via truck, please contact us for an update on delivery.
Delivery issue
If your order is showing as delivered but you can't locate it please contact NZ Post, alternatively contact us and we can lodge an investigation with the courier for you.
Please be aware that it may take several days for the courier investigation to be completed. We are unable to resend any items until the couriers have completed the investigation and deemed the parcel lost.
Where authority to leave is selected, this is at the purchasers own risk and NZ Muscle accepts no responsibility for stolen parcels.
Please contact us within 7 days of the delivery date to open an investigation with NZ Post.
All missing parcels need to be lodged with NZ Post within 21 days of delivery in order for us to claim from NZ Post. After 21 days we are unable to provide replacements or refunds.
Do you ship internationally?
Currently we ship within New Zealand and Australia.
Returns
I have a faulty item
If you have received your order and an item is faulty, please contact us to submit a returns application for a replacement, credit or refund. You will need to send us a clear image of the issue, the expiry and batch number (if applicable), your order number and a photo of the item affected within 7 working days of receiving your order.
Our customer services team will review your returns application.
Please allow 2-3 working days for a response from our Customer Services rep. Please do not throw any items away until we have resolved the issue with you.
Where an item is faulty and this was not disclosed at the time of purchase on the online listing, in the first instance we will contact the supplier/manufacturer for a replacement. Please be patient as suppliers need time to investigate.
Examples of faulty items are issues with product integrity; hardening where not disclosed at time of purchase, faulty seals, manufacturing issues, holes in garments etc
We do not offer full refunds or physical exchanges for a product unless it is deemed faulty upon inspection. In some scenarios, we may require the faulty item to be returned to us (at our cost) for further inspection.
NZ Muscle reserves the right not to offer an exchange voucher, refund or replacement where the item fault is a result of misuse or neglect.
If the item/product has been regularly used, with the fault acknowledged and present, we will consider the item fit for purpose and will not offer a credit, refund or replacement.
My parcel is damaged
If your item appears to be damaged in transit, we will contact NZ Post and open an investigation. Please ensure you retain all packaging as on occasion NZ Post will need to collect the goods for assessment.
You will need to send us a clear image of the damage and your order number within 7 working days of your parcel being delivered.
I have received the wrong product
We're sorry that you received an incorrect product.
Please leave the incorrect product unopened and contact us as soon as possible (within 7 working days of receiving your order).
Please email us with your order number and a photo of the incorrect item and packing slip received.
Don't worry - any returns for incorrect items are free of charge! We will email a pre-paid return label via NZ Post.
When you receive the return label please:
1. Print the label out and attach to the parcel
2. Call 0800 COURIER for a courier to collect or drop at any post shop
3. Once the parcel has been scanned by the Couriers, we'll send out the correct product
Returns must be received with 21 days of delivery.
Returns for allergies and medical conditions
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. NZ Muscle accepts no liability on the use or misuse of any products sold.
If you are unsure whether a product contains allergens, please get in touch with us before purchasing so we can recommend a product based on your needs.
Exchanging products
We understand that online shopping can be hard as you cannot see and physically try the item before you purchase. If the item is unopened, you can return it to us for a credit or exchange.
Please contact us within seven working days of receiving your order to initiate a return.
Unfortunately we cannot accept returns for products where you have opened the product and don't like the taste or performance of the product.
If you are unsure about a product and would like some recommendations before ordering, don't hesitate to contact us for advice.
Please note, we do not accept returns for items marked Final Sale.
Ordering & Payment
Promo codes
If you have forgotten / were unable to apply your promo code upon purchase, please contact us with your order number & the promo code you were attempting to use.
If your order was placed during the relevant promo period & has met all promotion criteria, we will be able to add the the difference in savings onto your NZ Muscle account as credit.
Please note the difference in savings may only be redeemed in NZ Muscle store credit, not cash.
In order for us to process this request, contact must be made either while the promo is running, or within 1 business day of placing your order.
Final sale
Items marked with a Final Sale label may be defective and not in perfect condition. The customer is buying an item in whatever condition is stated online in the product description and accepting the item with all faults stated.
We have a no returns and refunds policy for Final Sale items. If there is a fault with the item, outside of what was stated online, please send a photo and description of the fault to us for review.
No order confirmation
If you have placed an order and have not received an order confirmation within a few minutes, please firstly check your junk and promotional email folders.
If you still cannot locate your order confirmation and order number please contact us and let us know;
- The form of payment used (Credit card, debit card, afterpay) and your email address
- If you have paid by credit card, please let us know the last 4 digits of your credit card
- If you have paid by afterpay, please let us the reference number you received from them
This information will help us to track down your order number.
Changing or cancelling orders
Add items
Once you have placed your order online and payment has been processed we are unable to charge you for any additional items you may want to add. You will need to place an additional order for these items.
Swap items
If you would like to swap flavours for the same product ordered, we may be able to facilitate this if the flavour is in stock and you get in touch with as soon as possible. During sale periods, swapping flavours is not possible due to the high volume of orders being dispatched.
Cancel order
Unfortunately once an order is confirmed, we cannot cancel orders unless there is a genuine error at the time of purchase e.g. the same order was placed twice within minutes due to a technical glitch. Please contact us as soon as possible so we don't ship multiple orders to you.