Shipping policy

Thank you for choosing ALEXANDER WHITE. Based in Auckland, New Zealand, our online store focuses on retailing premium New Zealand fresh seafood, pasture meat and seasonal fresh fruits. We abide by strict order handling protocols and adopt professional insulated cold chain packaging with dry ice and ice packs to fully preserve the freshness of perishable fresh goods, striving to deliver all orders safely and meet expected logistics schedules.
Order Processing Time
We finalize order verification, fresh commodity inspection and sealed cold chain packaging within 1 to 3 business days after successful payment and order confirmation. Order processing services will be suspended on New Zealand weekends and national public holidays. During busy promotional cycles and order surges, order preparation may be delayed slightly due to cold chain scheduling pressure. 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, cold chain packaging type and delivery destination. The exact logistics cost will be automatically calculated and displayed on the checkout page before payment confirmation.
All fresh food orders will be delivered via professional international cold chain shipping service, with an estimated delivery period of 15 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, cross-border customs and quarantine inspections, extreme weather, regional traffic restrictions and official holidays.
Shipment Confirmation and Order Tracking
Once our warehouse completes parcel handover to authorized cold chain 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.
ALEXANDER WHITE shall not bear any liability for misdelivery, delivery failure or parcel loss 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 and fresh commodity loss costs independently.
Lost, Thawed or Damaged Packages
If your fresh food parcel is missing or untraceable or completely thawed and deteriorated during international transit, please submit a loss investigation request to our customer service within 5 working days after the scheduled delivery date.
Long-distance transportation may cause packaging extrusion, ice consumption and partial thawing of fresh products. If you receive deteriorated or damaged goods, please retain the original outer cold chain packaging and take clear evidentiary photos within 24 hours after receiving parcels. Our team will conduct comprehensive verification and deliver targeted solutions as soon as possible.
Fresh Storage and Usage Notice
Each fresh parcel is attached with exclusive preservation, thawing and storage guidelines for seafood, pasture meat and seasonal fruits. Customers shall store, thaw and consume fresh products following official prompts. We reject after-sales claims for deterioration, spoilage, discoloration and taste loss caused by improper storage, wrong thawing methods and overdue consumption.
International Shipping and Customs Notice
We provide global cross-border cold chain shipping services for all fresh merchandise. Overseas shipments may generate import tariffs, customs clearance handling fees, quarantine 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, cold chain logistics progress and delivery after-sales issues, please contact us via official channels below:
Trade name: ALEXANDER WHITE
Phone number: +64 22 481 5274
Email: info@alexwh.shop
Physical address: 150 Arthur Street, Onehunga, AUK, Auckland 1061, New Zealand