Shipping Policy


Shipping Policy


Estimated shipping delivery time:

Worldwide: 10-20 business days; 5-12 to Canada

Your order will be sent out on average within 3 days of ordering


International shipping

International shipments may incur customs fees. For each country the customs policy is different, and the fee is usually based on a variety of factors like weight, value, and size.

We do not take responsibility for customs fees.


Order never arrived:

If your order didn't end up arriving, be sure to let us know!

For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.

First, check your shipping confirmation and check that you had entered the correct address. If the address was incorrect, though we'd be happy to send you another order to the correct address, it will have to be at your cost.

If the shipping address was correct, get in touch with us at [sb@whaleoil.co.nz] noting your order number. We'll see what can be done.

 

Refund policy

Our policy lasts 30 days. If 30 days have gone by since the delivery date of your purchase, unfortunately, we can’t offer you a refund or exchange.

Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Misprinted/damaged/defective items:

The last thing we want is for you to be stuck with a damaged item. If it arrives damaged, then please get in touch with us at [sb@whaleoil.co.nz] as soon as possible after the items arrival and we will let you know what your next steps are. We will require photos of the damage.

Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. Claims deemed an error on our part are covered at our expense.

To complete your refund or replacement, we will require proof of purchase.

Please do not send your purchase back to us. We do not accept returns.

 

Items that are not what you ordered:

If a mistake has been made and you received the wrong item we will either replace the item or refund you the cost of the item. If you receive the wrong item, then please get in touch with us at [sb@whaleoil.co.nz] within 7 days of the items arrival and we will let you know what your next steps are. We will require photos of the incorrect item.

To complete your refund or replacement, we will require proof of purchase.

Please do not send your purchase back to us. We do not accept returns.

Non-refundable items:

Gift cards
Downloadable software products

Refunds (if applicable)

Once your photo of the damaged or incorrect product is received, we will send you an email to notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card 5–10 business days after the date on which the refund was initiated. (This is an aspect of how the banking system works.)

Note that refunds may appear in the form of a reversal. In the case of a reversal, the original payment will drop off of your bank statement, and a separate credit is not issued.

Late or missing refunds (if applicable)


If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sb@whaleoil.co.nz.

Sale items (if applicable)


Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.