Shipping policy

Thank you for choosing CALLUM REID HAWTHORNE. Based in Dunedin, New Zealand, our online store focuses on selling fresh seafood, chilled and frozen groceries. We follow strict cold‑chain packaging standards and use insulated boxes with ice packs to keep goods fresh during transit, striving to deliver all orders safely and meet expected logistics schedules.
Order Processing Time
We complete order verification, commodity inspection and cold‑chain sealed packaging within 1 to 2 business days after successful payment and order confirmation. Order processing services will be suspended on New Zealand weekends and national public holidays. To avoid parcels staying in courier warehouses over weekends, orders confirmed on Thursday afternoon, Friday, Saturday and Sunday will be arranged for shipment on the next Monday. During busy promotional cycles and order surges, order preparation may be delayed slightly. We will send timely email alerts to customers once obvious delivery delays occur.
Shipping Rates and Delivery Estimates
Shipping fees are calculated based on package weight, overall size and delivery destination. The exact logistics cost will be automatically calculated and displayed on the checkout page before payment confirmation. All fresh grocery orders will be delivered via professional chilled courier service. For urban areas, the estimated delivery period is 1‑2 business days after dispatch, and rural areas may take 2‑4 business days, subject to actual logistics status. The stated delivery time is for reference only. Actual arrival time may be affected by logistics provider operational failures, extreme weather, regional traffic restrictions and official holidays. Since fresh food is perishable, please collect parcels promptly after delivery. We are not responsible for deterioration caused by delayed collection.
Shipment Confirmation and Order Tracking
Once our warehouse completes parcel handover to authorized logistics partners, you will receive an official shipment confirmation email including dedicated tracking codes and logistics inquiry entrances.
Due to cross‑system data synchronization delays, parcel tracking information will be updated and accessible for query within 24 hours after shipment. If tracking data cannot be loaded normally, customers may contact our support team for manual parcel tracing.
Incorrect Address Disclaimer
Customers shall fill in accurate, complete and valid recipient addresses, postal codes and contact numbers during checkout, and double‑check all delivery information before submitting orders.
CALLUM REID HAWTHORNE shall not bear any liability for misdelivery, delivery failure or parcel loss and food spoilage caused by false or incomplete information provided by buyers. If parcels are returned to our warehouse due to address errors, buyers need to bear all additional reshipping fees independently.
Lost or Spoiled Packages
If your fresh grocery parcel is missing or untraceable during transit, please submit a loss investigation request to our customer service within 48 hours after the scheduled delivery date.
Long‑distance transportation may cause thawing or spoilage of fresh products. If you receive deteriorated goods, please retain the original outer packaging and take clear evidentiary photos within 12 hours after receiving parcels. Our team will conduct comprehensive verification and deliver targeted solutions as soon as possible. Claims submitted beyond the time limit will not be accepted due to the perishable nature of fresh food.
Fresh Product Storage Notice
All chilled and frozen items must be refrigerated or frozen immediately after you receive the parcel. Do not repeatedly freeze and thaw products. We reject after‑sales claims for deterioration caused by improper storage, delayed pickup or incorrect operation after successful delivery.
International Shipping and Customs Notice
We mainly provide domestic delivery services within New Zealand. For international cross‑border shipping services, overseas shipments may generate import tariffs, customs clearance handling fees and other statutory charges required by destination countries. All customs‑related expenses are borne by order recipients, and such fees are not included in product prices and settled shipping costs. We will not be responsible for parcel detention, customs rejection and relevant losses arising from buyers' non‑compliance with local food import declaration and quarantine regulations.
Contact Information
If you have any questions about shipping regulations, logistics progress and delivery after‑sales issues, please contact us via official channels below:
Trade name: CALLUM REID HAWTHORNE
Phone number: +64 22 481 9067
Email: info@calhaw.shop
Physical address: 58 Albany Street, Dunedin North, Dunedin 9016, New Zealand