Shipping policy

Thank you for choosing PHILIP COLE WRIGHT. Based in Queenstown, New Zealand, our online store focuses on retailing premium fresh produce and seasonal food ingredients. We abide by strict order handling protocols and adopt professional insulated and temperature‑controlled packaging to protect fresh goods, striving to deliver all orders safely and meet expected logistics schedules.
Order Processing Time
We finalize order verification, commodity inspection and insulated sealed 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. 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 and delivery destination. The exact logistics cost will be automatically calculated and displayed on the checkout page before payment confirmation. All fresh produce orders will be delivered via temperature‑controlled standard shipping service, with an estimated delivery period of 12‑15 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 biosecurity inspections, extreme weather, regional traffic restrictions and official holidays.
Shipment Confirmation and Order Tracking
Once our warehouse completes parcel handover to authorized 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 to 48 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. PHILIP COLE WRIGHT 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, fresh products will be unsalable, and buyers need to bear all additional reshipping fees and related losses independently.
Lost or Damaged Packages
If your fresh produce parcel is missing or untraceable during international transit, please submit a loss investigation request to our customer service within 7 days after the scheduled delivery date. Long‑distance transportation may cause temperature fluctuation, extrusion damage and packaging rupture to fresh food products. If you receive deteriorated or damaged goods, please retain the original outer packaging and take clear evidentiary photos within 12 hours after receiving parcels. Our team will conduct comprehensive verification and deliver targeted solutions as soon as possible.
Fresh Product Storage Notice
All fresh produce sold in our store requires proper refrigeration or freezing immediately after delivery. Customers shall store and consume fresh items in accordance with standard food safety guidelines. We reject after‑sales claims for deterioration, spoilage and quality problems caused by improper post‑delivery storage, mishandling or overdue consumption.
International Shipping and Customs Notice
We provide global cross‑border shipping services for all fresh produce merchandise. Overseas shipments of food products may generate import tariffs, customs clearance fees, biosecurity inspection 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 regulations.
Contact Information
If you have any questions about shipping regulations, logistics progress and delivery after‑sales issues, please contact us via official channels below:
Trade name: PHILIP COLE WRIGHT
Phone number: +64 21 605 1743
Email: info@philewr.shop
Physical address: 18 Frankton Road, Queenstown, OTA, Queenstown 9300, New Zealand