Refunds, Lost Packages, Damaged Goods, and Replacements Policy

Returns for Refund

Your safety is important to us. That's why we protect every box of snacks with special security seals and we cannot accept returns of OPENED boxes.

If someone tampered with a food item, returned it, and we put it back into our stock to be sold to another customer, then it would put our customers at risk of serious harm. Many of you will remember that a couple of years ago a man threatened to poison the baby food formulas in supermarkets here in New Zealand. He is now in prison and nobody was hurt, but we don't take any chances.

Since we cannot be absolutely sure that a product has not been tampered with, we cannot accepts returns of snack boxes that have been OPENED. Thank you for your understanding.

Our snack boxes have security seals that provide two methods to visibly detect that they have been opened:

1. A colour change feature which reveals the word OPEN when the carton is cut and resealed with clear packing tape. The seals have a special chemical coating, which is activated by direct contact with adhesive in carton sealing tape. If clear tape is placed over the security seal to re-seal the carton, the hidden word "OPEN" appears about 2 hours later. If the seal is removed, it leaves the words TAMPERED/OPENED on the box.
2. The 2-hour delay is typically enough time to activate the hidden security feature before the package is delivered or accepted. When the carton is presented with the word "OPEN" prominently showing, you should notify the carrier the package has been opened and follow the steps below for damaged parcels.
3. The seals also have diagonal lines to indicate pilfering. After slitting, opening, and resealing the carton, the diagonal lines are very difficult to re-align and/or there will be a small gap in the label which will separate the diagonal lines.

All sales are final and no refunds will be permitted once a box is OPENED. This policy is for the safety and wellbeing of all of our customers.

If for some reason you receive a box that you wish to return, Do Not Open the box, contact us, and we'll send you a shipping label for the return of the unopened box.

Please do not send your purchase back to us unless instructed to do so as part of a damaged delivery claim process or a pre-arranged return of an unopened box.

Lost Packages

When we ship packages, we'll also send you package tracking numbers. In the unlikely event that a package goes missing, please let us know within 3 working days using the Contact Us page. When you give us all of the details we'll initiate an inquiry with the courier. 

We ship all packages as insured with signature on delivery. If you have given the courier company authority to leave packages unattended without a signature, then you have indemnified them against any damage or loss, so you will have assumed all risks and there will be no refund or replacement.

If you have NOT given the courier company authority to leave packages, and a courier nationwide search fails to locate the package, then we will lodge an insurance claim with the courier.

If the package value is over $250, you will be required to sign a Statutory Declaration for the courier company concerning the lost package. When that is done we will ship you a replacement package at no cost since the insurance will later reimburse us for the cost of the replacement. If you do not sign the Statutory Declaration, then we will not be able to offer you a replacement. Please understand that we need your cooperation with the documentation of lost packages so that we can receive insurance reimbursement to offset the cost of sending you a replacement box. We'll work together to get it sorted as quickly and easily as possible.

Damaged Goods

If your order arrives and the security labels indicate it has been opened or it has shipping damage, please follow these steps:

1. Leave the parcel in the same condition that it arrived in, do not open it.

2. Take a photo of the damaged parcel or the security seal indicating it was opened.

3. Contact us within 3 days of the delivery of the package with a description of the damage and provide photos of the damaged parcel so we can open a claim with the carrier.

4. Return the damaged parcel to the courier for assessment (we will arrange the collection of the parcel and pay for the return shipment).

5. You will be required to sign a Statutory Declaration that the carrier will send to you to resolve the claim process.

If you follow the steps outlined above we will make arrangements for a replacement package to be sent to you. These steps are required to ensure we can recover the cost of the replacement snack boxes through the courier companies insurance process. If you fail to follow these steps and we are unable to successfully process an insurance claim, we may elect not to send a replacement package.

Replacement exchanges (if applicable)

Our replacement exchange policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a replacement.

If an individual snack product in one of our snack boxes is damaged or was past its "Best Use By" date when you received it, then please let us know and we will arrange a replacement of that item.