Shipping policy

SHIPPING POLICY

At Kinetrix Ltd, we are committed to delivering your nature-powered sports nutrition products quickly and reliably - whether you’re in New Zealand or overseas.

WHERE WE SHIP

We currently ship to:

New Zealand – including urban and rural

International destinations, including:

  • Australia
  • United States
  • United Kingdom, European Union, Canada
  • Asia
  • South Pacific

If your country is not listed, contact us at team@kinetrixperformance.com and we will do our best to accommodate you.

DELIVERY OPTIONS

The customer is responsible for selecting the correct and most suitable shipping option. We encourage customers to choose the Signature Required service to ensure reasonable security of their orders.

Delivery options:

  • Signature Required delivery
  • Priority Dispatch – Signature Required delivery
  • Non-signature delivery (ATL – authority to leave)

Area delivery options:

  • Urban deliveries – applicable to all metropolitan areas.
  • Rural deliveries – required for all rural addresses. Orders addressed to rural locations will not be dispatched unless the correct rural shipping fee has been paid.

P.O. BOX DELIVERIES

We do not ship to P.O. boxes. Please provide a valid physical street address for delivery.

PROCESSING & DELIVERY TIMES

Orders are packed and dispatched within 1 - 2 business days of payment (Monday to Friday, excluding public holidays).

Subscription orders are packed and dispatched 1 – 2 business days after the 24 hours Change-of-Mind period (Monday to Friday, excluding public holidays).

Once your order has been processed and dispatched, a tracking number will be sent via email.

All NZ orders are shipped using a tracked NZ Post or Aramex service.

All International orders are shipped using a tracked Aramex or NZ Post service.

Please double-check your address at checkout. If the order has already been dispatched, we are unable to make changes.

You may manage delivery (e.g., redirection, safe drop) using courier’s tracking link. Kinetrix is not responsible for the outcome of changes made via tracking portal after dispatch.

Any resulting issues (e.g., delays, misdelivery, or lost parcels) must be resolved directly with the courier.

Estimated Delivery Times:

New Zealand:

  • Urban: 1 - 3 business days
  • Rural: 2 - 5 business days

International: 6 - 13 business days (ex. customs clearance time)

Delivery times are only estimated and may be affected by customs processing, public holidays, or peak seasons.

For the latest updates, please refer to NZ Post Domestic delivery updates or Delivery targets & disruptions by country.

SHIPPING COST

Are you part of our Subscription Plan or giving our Sample Pack a go? Awesome – for deliveries within New Zealand, you qualify for Free shipping!

For other New Zealand orders, Free shipping applies to orders over $40.

For everyone else (including international), shipping is calculated automatically based on your delivery address and shown at checkout – no surprises.

While we can’t offer free shipping for everyone, we do our best to keep rates fair and transparent.

Please note, once an order has been confirmed and paid, including any shipping charges, shipping fees are non-refundable, even if the parcel is delayed, redirected, or refused at delivery.

If you have questions about shipping costs before placing your order, feel free to reach out at team@kinetrixperformance.com – we are happy to help before you hit “Confirm”.

CUSTOMS, DUTIES & IMPORT TAXES

International customers are responsible for any customs duties, import taxes, or VAT/GST required by their country. These fees are not included in product or shipping price.

If a parcel is rejected or returned due to unpaid customs duties, any return shipping or fees will be deducted from the refund (if applicable).

TRACKING & DELIVERY

All shipments include track & trace.

You will receive tracking information by email once your parcel ships.

In some countries, tracking may be limited once the package leaves New Zealand.

If a delivery attempt is made and the parcel is held at a local depot or post office for collection, it is the customer’s responsibility to pick it up within the courier’s stated timeframe.

Kinetrix is not responsible for:

·       uncollected parcels

·       storage fees

·       return-to-sender situations due to non-pickup.

If your parcel is returned due to failed collection or incorrect address, we can resend it, but additional shipping charges will apply.

DAMAGED, DELAYED, OR LOST ORDERS

If your parcel:

  • Arrives damaged
  • Hasn’t arrived within the expected timeframe
  • Appears lost in transit

Please email us at team@kinetrixperformance.com within 7 days of the expected delivery date.

Include your order number and photos (if applicable). We will investigate with the courier and, where appropriate, arrange a replacement or refund in accordance with the Consumer Guarantees Act 1993.

ADDRESS ERRORS OR FAILED DELIVERIES

Please ensure your delivery details are correct before confirming your order.

Kinetrix is not liable for:

  • Incorrect or incomplete addresses entered at checkout
  • Failed delivery attempts
  • Return shipping costs or customs delays due to address errors

Redelivery may incur extra charges.

AUTHORITY TO LEAVE (ATL)

For New Zealand deliveries, parcels may be left without a signature unless otherwise requested at checkout.

If you opt for non-signature delivery or use the courier’s ATL/safe drop service:

  • You assume responsibility for the parcel once marked as delivered.
  • Kinetrix is not responsible for parcels that are lost, stolen or damaged after confirmed delivery.

QUESTIONS?

We are here to help.

Email: team@kinetrixperformance.com

Phone: +64 26 684 3494

Business Hours: Monday – Friday, 9 am – 3 pm (NZST)

We aim to respond within 1 - 2 business days.