Shipping & Returns

SHIPPING

Please note that all shipping policies listed are done only on a 'best intentions' basis. While we strive to meet the listed timeframes for delivery, they are given to us as an indication and guideline only. Chilled shipping is undertaken by Food Thyme Pty Ltd and its associated companies, while non-chilled and non-chilled express shipping is undertaken with Australia Post. We appreciate your patience and understanding. We do our best to ensure that all your orders are delivered promptly.

Parcel Delivery Timeframes:

The Delivery timeframes vary between states but usually arrive between three and six business days.

Same State Chilled - between 24 - 48 hours

Interstate Chilled - between 48 - 72 hours

Same State Non-Chilled - between 24 - 48 hours

Interstate Non-Chilled - between 48 - 96 hours

Same State Express Post Non-Chilled - between 24 - 36 hours

Interstate Non-Chilled Express Post - between 24 - 48 hours

Orders will have a receipt and confirmation email sent upon purchase. Once the order is packed and picked up by the courier, you will receive a fulfilment email with your items tracking information. Please use this information in the first instance to track your items. If you experience delays exceeding the normal delivery timeframes above and require assistance, please email us directly at sales@kombuchabros.co.nz. Someone will be in touch promptly.

RETURNS / EXCHANGES

We understand that returning a product can be confusing, and we're here to help make it as easy as possible. If you're unsatisfied with your purchase and the product is still within the best-before date and generally untouched, please contact us to arrange a refund or replacement.

We'll need a few pieces of information from you to initiate the return process. Please have the flavour and batch number (best before date) ready. We also need a receipt or proof of purchase handy. We may also require the product for further analysis, so please be prepared to have it available for pick-up by a pre-arranged courier if necessary. Once your refund has been approved, we'll process it quickly. Please note that sale items will be refunded at the sale price. You can expect to receive your refund via direct credit to your nominated bank or credit card account within seven working days.

To return your product, email us all the required information (above) at sales@kombuchabros.co.nz, and we will arrange for a courier to pick up the product.

Having a product issue is never fun. Because our beverages are living cultures, this does happen from time to time.

Please be patient with us. We will work with you to make it right. That’s a promise.

GIFTS

If you received the item as a gift and it was shipped directly to you, you will receive a gift credit to our website for the amount of your return. Once we receive the returned item, we will email you a gift certificate to use on the Kombucha Bros website.