Customer Service

Buying from us...our policies and your questions answered.

Sales Support

We pride ourselves on our amazing sales support. If you are unable to find answers or help from list above or the information below, please contact us for any assistance you may require. We are always happy to help!

Payments

As we sell our products all around the world we have a currency selector at the very top of each page. Please ensure you select the currency you wish to purchase in.  Our prices are fixed for the currency you wish to purchase in.  We cannot take any responsibility for any incorrect charges if you have not chosen the correct currency.

We accept Visa and MasterCard and also accept payments by Telegraphic Transfer. We will provide you with our bank account details at the check-out.

How safe is it to purchase from this site?

The security of every transaction is very important to us. Your credit card details are encrypted and we do not record or store this information.

We use Direct Payment Solutions which is used by most large New Zealand companies and brands that sell online. As our customer, you are able to see your credit card being authorised and debited in real-time, all in a SSL secure environment. It offers you, our customer, a safe and speedy online experience.

Your personal details will NOT be forwarded, passed on or sold to any third party. They remain confidential at all times and are used for the purpose of shipping purchased items to you and contacting you when necessary. Please see our Privacy Policy and Terms of Use.

Freight and Delivery

For the next few months, we are offering FREE FREIGHT on all purchases. We will use our best endeavours to ship within 3 days after receiving your order.

In New Zealand we will deliver items to you by Fastway Couriers and will normally take 1-2 days (an extra days service will apply for rural delivery).

For all international destinations, we ship using NZ Post, but this does depend on the destination, value and size of the package and this is at the discretion of Bluelab Assist. Delivery times rarely exceed 10 working days. Delivery time can also depend on duties and taxes that need to paid in some countries. These extra charges are the responsibility of the customer.

For customers that require urgent delivery, we also offer an International Courier Service via FedEx.  We have this option at the checkout . The charge for this will appear along with your purchase.

If your purchases total over 10kg in weight (15kg for Australia), then we will contact you after you have completed the check-out to arrange a suitable freight method and quotation.

Damaged goods upon delivery

We do our best to ensure the items you have purchased are securely packed and will reach you in perfect condition. If your purchase has been damaged, you must notify us within 7 days of delivery so we can remedy the situation for you. Contact us immediately with photographic evidence so we can arrange replacements. Please check your goods thoroughly upon delivery.

Extra or Hidden Charges

There is no charge for delivery at present, unless you have chosen the International Courier option.

For New Zealand buyers, all our goods include GST and all goods are sent to you FREIGHT FREE.

For international buyers, there are no taxes charged to you from us. However,  some countries charge import duties, customs clearance and taxes on purchases over a particular value. These charges may need to be paid before the goods can be released for delivery to you. These charges are not our responsibility. If this concerns you, please check with your local freight import companies and contact us so special arrangements can be made. We are very happy to work with you on this as we have 30 years experience shipping worldwide.

Returns

If you are unsatisfied with your purchase, we provide you with a 100% money back guarantee. The product will need to be returned to us, postage paid in the original packaging and unused. All returns and refunds must be agreed in advance by Bluelab Assist by simply contacting us.