Shipping policy

Thank you for choosing JAXSON HARDIE. Based in Masterton, New Zealand, our online store specializes in premium frozen seafood products. We follow strict cold-chain processing standards and adopt fully insulated leak-proof packaging with ice packs to keep seafood frozen, striving to deliver all orders under stable low temperature and meet scheduled delivery timeframes.
Order Processing Time
We complete payment verification, seafood quality inspection, vacuum sealing and insulated packing within 3 to 5 business days after successful payment and order confirmation. Order handling services will be suspended on New Zealand weekends and national public holidays. During big promotion periods and order surges, order preparation may face minor delays. We will send alert emails to customers promptly once obvious delivery delays occur. Cut-off time for daily dispatch is 13:00 NZT; orders placed after 13:00 will be arranged for the next working day. Rural area orders only accept dispatch from Monday to Wednesday to avoid long transit thawing risks.
Shipping Rates and Delivery Estimates
Shipping fees are calculated based on package weight, overall volume and delivery zone (urban/rural). Exact logistics cost will be automatically calculated and displayed on the checkout page before payment confirmation. All frozen seafood orders use professional chilled courier service. Urban North & South Island areas take 3-5 business days for delivery; rural remote areas take 5-10 business days. Stated delivery time is for reference only. Actual arrival time may be affected by courier operation delays, biosecurity inspection, extreme weather, regional traffic limits and official holidays. Saturday delivery requires extra surcharge and needs manual selection during checkout.
Shipment Confirmation and Order Tracking
Once our warehouse hands over insulated seafood parcels to authorized chilled courier partners, you will receive an official shipment confirmation email including exclusive tracking number and logistics query entrance. Due to cross-system data synchronization delay, tracking information will be updated and available for inquiry within 24 hours after shipment. If tracking data fails to load normally, customers may contact our support team for manual parcel tracing. Please track parcels regularly and arrange someone to receive goods to avoid long-time outdoor thawing.
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. JAXSON HARDIE shall not bear any liability for misdelivery, delivery failure or parcel loss caused by false or incomplete buyer information. If parcels are returned to our warehouse due to address errors, buyers need to bear all extra reshipping fees independently. We do not support address redirection after dispatch for frozen goods, as temperature loss will damage seafood quality.
Lost, Thawed or Damaged Packages
If your seafood parcel is missing or untraceable during transit, please submit a loss investigation request to customer service within 3 working days after scheduled delivery date. Long-distance transport may lead to packaging rupture or partial thawing of frozen seafood. If you receive defrosted, broken or deteriorated goods, please keep original insulated outer box and take clear photos as evidence within 24 hours after receiving parcels. Our team will conduct full verification and provide targeted solutions as soon as possible. Refreezing fully thawed seafood is not recommended for food safety reasons.
Frozen Seafood Storage & Consumption Notice
All seafood products must be stored at -18℃ or below continuously before and after delivery. Thawed seafood should be consumed within 3 days and cannot be refrozen. We reject after-sales claims for deterioration, odor and spoilage caused by improper storage, delayed receiving or repeated temperature fluctuation after delivery. Our vacuum packaging only maintains low temperature during transit and cannot guarantee permanent freezing after parcel exposure to room temperature.
International Shipping and Customs Notice
We mainly provide domestic shipping service within New Zealand. For international cross-border orders of seafood, overseas shipments may generate import tariffs, biosecurity clearance fees and other statutory charges required by destination countries. All customs-related expenses are borne by order recipients, such fees are not included in product prices and settled shipping costs. We will not take responsibility for parcel detention, customs rejection and relevant losses arising from buyers’ non-compliance with local aquatic product import declaration and biosecurity regulations.
Contact Information
If you have any questions about shipping rules, cold-chain logistics progress and delivery after-sales issues, please contact us via official channels below:
Trade name: JAXSON HARDIE
Phone number: +64 21 372 6419
Email: info@jaxhrd.shop
Physical address: 12B Bruce Street, WGN, Masterton 5810, New Zealand