Shipping
Processing Time
Orders are typically processed within 1–2 business days (Monday–Friday, excluding public holidays). You'll receive a confirmation email once your order has been dispatched.
Shipping Within New Zealand
We ship nationwide through trusted courier partners (NZ Post & Couriers Please). Estimated delivery times are:
- North Island: 1–3 business days
- South Island: 2–4 business days
- Rural areas: 2–5 business days
Delivery times are estimates only and not guaranteed.
International Shipping
We currently ship to Australia and selected international locations. Delivery times and costs are calculated at checkout based on your location. International orders may be subject to import duties, taxes and customs clearance fees, which are the responsibility of the customer.
Shipping Costs
Shipping costs are calculated at checkout based on your location and order weight. Any free shipping promotions will be clearly displayed on the website.
Order Tracking
Once your order is dispatched, you'll receive an email with tracking information so you can track your parcel.
Delays
While we do our best to ensure on-time delivery, delays can occasionally occur due to courier delays, weather events or high-demand periods. We appreciate your patience and understanding.
Returns
Our Returns Policy
We want you to be happy with your purchase. If for any reason you're not satisfied, you can request a return within 14 days of receiving your order, provided the product is unused, unopened, in its original packaging and in a resalable condition.
Faulty or Incorrect Items
If your item is faulty, damaged or incorrect, please contact us within 7 days of receiving your order. We'll arrange a replacement or full refund, including return shipping costs where the fault is ours.
Change of Mind
For change of mind returns, we accept items within 14 days, provided they are unopened and in original condition. Return shipping costs are the responsibility of the customer. Once the returned item is received and inspected, a refund (minus original shipping costs) will be issued.
How to Return an Item
- Contact us at support@shadowlabs.co.nz with your order number and reason for return.
- We'll provide you with return instructions.
- Pack the item securely in its original packaging.
- Send it back using a trackable courier service.
- Once received and inspected, we'll process your refund or replacement.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on opened supplements, food products or items that have been used, unless they are faulty. Sale items, promotional bundles or gift cards are also non-refundable.
Refunds
Refunds will be issued to the original payment method within 5–10 business days after we receive and inspect the returned item. Shipping costs are non-refundable unless the return is due to our error or a faulty product.