Frequently Asked Questions

We’ve attempted to list as many commonly asked questions as possible below. If you can’t find the answer you are looking for, please do contact us, we’re only to happy to help you.

General


We have done our best to provide as much product information as possible to assist with your purchasing decision. Unfortunately, we are not able to give specific medical advice and as a general rule, it is not a idea to seek ‘remote diagnosis’. Please consult with your local doctor first if you have any further questions.

It’s unfortunately not possible for us to manually enter all ingredient information for every product into the website. We rely on our suppliers’ to provide us with this information and it must be noted that many of our products only list the active ingredients on the product label.

Inactive ingredients are ingredients that are not mentioned, this could include fillers, tabletting, and encapsulating aids. In many cases the manufacture has decided not to list these ingredients on the product label and therefore this information is not readily available.

If you have any concerns or have a sensitivity to any inactive ingredient commonly used to manufacture dietary supplements (e.g. silica, cornstarch, magnesium stearate), then please read the label of your products carefully before opening them. Alternatively, we are always here to answer your questions, so contact us directly about the inactive ingredient 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 ordering.

Health Hut headquarters is located in beautiful West Auckland, New Zealand. Just a hop, skip and a jump away from picturesque Piha Beach. Our warehouse and fulfilment centre is located at Auckland Airport. Conveniently located so we can get your parcel out to courier or on the next plane to you.

We would love to hear from you to discuss the new product(s) you would like us to source. Perhaps you are a manufacture wanting to offer your amazing product(s) to our customers as well. Please contact us with the product name, brand and your contact details.

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

Please consider the following:

  • All orders will be dispatched whole to the address on our packing slip. We are unable to split orders to two addresses.
  • A packing slip has to be included with each parcel stating the cost of products purchased. We are unable to omit the packing slip or delete products or prices from this.
  • We do not add printed gift messages. You could add a short gift message to the ‘order notes’ at checkout – this will be printed on the packaging slip. Order notes are best used for shipping and/or courier instructions.
  • Sorry, we do not offer gift wrapping at this time. We take extra care to package your order in the best condition possible so it arrives safely at your desired destination.

Absolutely! If you spend NZD $500 or more on one single order, we apply a 10% discount on the total order value. This discount is applied automatically at checkout. We also offer Free Shipping for orders that meet certain conditions. Please see our shipping information below for free shipping opportunities.


Shopping


We accept Visa, MasterCard, PayPal and Alipay for all orders. Our secure payment systems are amongst the best in the industry and provide state-of-the-art payment security and fraud protection. As standard practice we force all our pages to be encrypted on our website to furthermore offer peace of mind and security.

Yes you can. Simply select ‘Paypal’ at checkout. You do not need a Paypal account and can proceed as a guest to complete your order. A range of credit cards are accepted via Paypal including Amex and JCB.

Once you ‘click’ place your order at checkout we will direct you to our processing page operated by Alipay, Payment Express or PayPal where you will simply enter your credit card details. Your card will be charged then. If your transaction is successful you will be directed back to our confirmation and thank you page. Please ensure your account has adequate funds available and that the correct card details have been entered.

Should your transaction be declined, you may have entered an incorrect detail, so don’t worry, we will provide you with an opportunity to place your order again. If you are still have issues, please do reach out and contact us.

Absolutely! The Health Hut 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 shipping address so that other computers are unable to decipher the information, ensuring privacy and security.

We automatically enforce SSL to make sure you are accessing a secure server. However, as a general rule, when you venture away from healthhut.co.nz to enter your credit card details, always check for the unbroken key or closed lock symbol located generally either at the bottom left, bottom right or top left of your browser window. If this appears, then SSL is active.

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 healthhut.co.nz, especially if you access our website from a shared computer.

We DO NOT store your credit card details at healthhut.co.nz.

We do our best to make you aware of any products that are out of stock prior. Generally if a product is out of stock you will not be able to add this product to cart. However, in some rare cases 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 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 shipping for back orders.

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


Shipping


FREE New Zealand shipping is provided on all orders NZ $99 or more and FREE shipping to Australia is provided on all orders NZ $199 or more. For orders under this amount, your shipping will be calculated at checkout before you pay. We welcome international orders and those international customers with a strong currency will no doubt enjoy shopping with us.

CountryCost (NZD)
New Zealand (North & South Islands)
Orders Over $99FREE
Orders under $99 & Rural Delivery$5.00 Flat rate
Australia
Airmail (4-7 Business Days)
Orders Over $199FREE
Orders under $199$5.00 per kg
Courier (2-5 Business Days)$15.00 for upto 3kg +
$5.00 per additional kg
China / Hong Kong
Courier (2-12 Business Days)$7.00 per kg
Singapore / Japan / Malaysia
South Korea / Thailand / Vietnam
Airmail (5-15 Business Days)$9.00 per kg
Courier (3-8 Business Days)$12.00 per kg
Rest of Asia
Airmail (5-15 Business Days)$15.00 for the first kg +
$6.00 per additional kg
Courier (3-8 Business Days)$50.00 for the first kg +
$25.00 per additional kg
USA / Canada / UK / Europe*
Airmail (5-15 Business Days)$10.00 per kg
Courier (3-8 Business Days)$20.00 for the first kg +
$6.00 per additional kg
Rest of Europe
Airmail (5-15 Business Days)$10.00 per kg
Courier (3-8 Business Days)$50.00 for the first kg +
$25.00 per additional kg
South Pacific
Airmail (5-15 Business Days)$12.00 per kg
Courier (3-8 Business Days)$20.00 for the first kg
Rest of World
Airmail (5-15 Business Days)$20.00 per kg
Courier (3-8 Business Days)$50.00 for the first kg +
$25.00 per additional kg

*Austria, Belgium, Croatia, Czech Republic, Denmark, Finland, France, Hungary, Ireland, Italy, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Spain & Switzerland

We understand that a great purchasing experience is all about how quickly we can deliver it. If we have the products you order in stock, we’ll dispatch your order within 24 Hours. We will email you promptly in the unlikely event that you’ve ordered a product that is temporarily out of stock and how long it will take on back order.

We expect to have your goods delivered within 3 working days within New Zealand. We use multiple courier providers. In NZ this can be either New Zealand Couriers, or Post Haste.  International customers, you can expect delivery by either your local courier or post provider depending on what shipping option you selected at checkout.  Depending on your location/country, we always use the most suited provider for the best service delivery.  From our experience, some couriers/postal channels are better than others in certain countries/locations.

Order tracking is available and details will be provided to you by email once the order has been processed. A signature will be required upon delivery so consider specifying a work address to avoid the “card to call scenario”.

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.

We are aware of some restrictions in place on ordering honey of greater than 2kg to EU countries – we suggest you check with your countries Customs Office or other government body before placing any honey orders over 2kg to EU countries.

It’s entirely your responsibility to ensure that any goods which you order are not prohibited/restricted within your delivery country. Health Hut NZ Limited 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 or give you store credit to 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.

We accept no liability for any goods lost in transit outside of New Zealand. We recommend you contact your local Customs Office for further information on import regulations in your country.


Returns


7 Day Rule
You may return any unopened item* that is still in its original packaging to Health Hut within SEVEN DAYS of receipt of your order (as recorded by the courier) for an exchange or credit note. We can only process returns and refunds for items purchased from Health Hut. Please contact us first to receive your special Return Code.

Please ensure goods for exchange arrive in “as new” condition, items that cannot be resold will not be exchanged.

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 check-out on your next order.

Refund to Credit Card or Alipay
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.

Please contact us immediately so our friendly customer care team can get your 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 so our customer care team can help 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.

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 photos of the product(s), batch number and expiry date for compensation.


My Account


If you’ve not already logged in, please log-in to our site using your existing details. If you do not know your existing password please perform a forgot password request.

Once you’ve logged in;

  • Go to My Account > Account Details at the very top of the page.
  • Enter a new password and confirm password.
  • Click Save Changes.

Don’t worry if you have lost your password – visit our lost password page and follow instructions. If you don’t receive an email, check your spam folder first. If you are still having issues, then please do contact us.

Every 20 HutPoints awarded = $1.00 redeemable against your purchases.  We don’t make you wait till you have a minimum amount like others, you can redeem your HutPoints balance at any time.

Any unused HutPoints will expire after six months (180 days). Only those particular HutPoints earned more than 180 days ago will expire. Any additional HutPoints earned since then will still be available for redemption for a full 180 days from the time they were earned.