Shipping policy

We aim to provide a great experience with every Lowrey Foods order. Please review this Shipping Policy and check your products, quantities, delivery address and contact details carefully before completing payment.

Important: once an order has been confirmed and payment has been completed, the order is final. We do not accept change-of-mind cancellations, returns, exchanges or refunds.

This policy allows our warehouse team to allocate stock and begin picking, packing and preparing orders for dispatch as quickly as possible.

If you experience a delivery or product issue that is not covered below, please contact our team and we will review the circumstances.

Thank you,
Lowrey Foods Team

1. Final Orders, Returns and Cancellations

Please consider your purchase carefully before submitting payment.

Once an order has been confirmed and payment has been completed, it is treated as a final order.

Lowrey Foods does not accept:

  • Change-of-mind cancellations
  • Change-of-mind returns
  • Exchanges because the customer selected the wrong flavour or pack
  • Refunds because the recipient no longer wants the gift
  • Refunds because the customer later finds another product or price

This final-order policy allows our warehouse team to begin allocating stock, picking products, preparing packaging and arranging dispatch without delay. Even when a parcel has not yet been collected by the courier, stock may already have been allocated and fulfilment work may already have begun.

If you notice an address or contact-detail error, please contact Lowrey Foods immediately. We will try to assist where operationally possible, but no amendment, cancellation or refund can be guaranteed after payment has been completed.

This section does not affect any rights or remedies that cannot legally be excluded where a product is faulty, contaminated, incorrectly supplied, materially different from its description or otherwise fails to meet an applicable consumer guarantee.

2. Shipping Accuracy

Please check the delivery address carefully before completing your order. Our delivery commitment applies to the address confirmed in the order acknowledgement.

Please make sure the following details are complete and accurate:

  • Recipient’s full name
  • Street number and street name
  • Apartment, unit or building details
  • Suburb, city and region
  • Postal or ZIP code
  • Country
  • Recipient’s phone number
  • Recipient’s email address

We cannot guarantee the delivery time or condition of a parcel if the courier must redirect it because the original address was incorrect or incomplete.

If an incorrect or incomplete address causes an order to be delayed, redirected, returned or sent again, the customer may be responsible for additional courier, redirection, return and reshipping costs.

3. Order Processing Time

Orders usually require approximately 2–3 business days to process before dispatch.

Additional time may be required when:

  • An item is temporarily unavailable.
  • Additional baking or stock replenishment is required.
  • The order contains a larger quantity of products.
  • The order is placed during a major holiday or gifting period.
  • Address, payment or customs information requires clarification.

Business days are Monday to Friday, excluding New Zealand public holidays.

Processing time is separate from the courier’s estimated delivery time. Selecting an expedited courier service does not remove the normal fulfilment time required before dispatch.

4. New Zealand Delivery

Lowrey Foods delivers to serviceable residential and business addresses throughout New Zealand.

Eligible New Zealand orders with a merchandise total of NZ$120 or more currently qualify for free New Zealand delivery.

Shipping charges for orders below this threshold are calculated and displayed at checkout.

Delivery time depends on the destination, courier network, public holidays, weather conditions, rural classification and seasonal parcel volumes. Rural and remote addresses may require additional delivery time.

Weekend delivery availability depends on the destination and the courier service operating in that area.

5. International Delivery

Lowrey Foods ships to more than 60 eligible countries and regions, subject to current courier services, destination restrictions and checkout availability.

Eligible international orders with a merchandise total of NZ$169 or more currently qualify for free DHL international shipping to participating destinations.

Shipping charges for orders below this threshold are calculated and displayed at checkout.

Free international shipping covers the eligible transportation service from New Zealand to the destination. It does not include customs duties, import taxes, VAT, GST, brokerage fees, customs-clearance fees, storage charges or other costs imposed at the destination.

Available destinations, courier services, shipping charges and free-shipping thresholds may change. The shipping options displayed at checkout apply to the individual order.

If a destination is not available at checkout, we are currently unable to accept an online order for that address.

6. Estimated Delivery Times

Delivery times shown at checkout, in an order confirmation or through courier tracking are estimates only. They are not guaranteed arrival dates.

Delivery may be delayed by circumstances outside our direct control, including:

  • Customs clearance or government inspection
  • Flight or transport disruption
  • Severe weather
  • Public holidays
  • Remote-area delivery
  • Incomplete recipient information
  • Courier network congestion
  • Import restrictions or documentation requirements

Customers ordering for birthdays, Christmas, Lunar New Year, weddings, corporate events or another fixed occasion should place their orders well in advance.

7. PO Boxes and Restricted Addresses

We cannot guarantee delivery to PO Boxes, APO, FPO, DPO or other addresses that are not supported by the selected courier.

Please provide a complete residential or business street address whenever possible.

If checkout accepts an address but the courier later confirms that it cannot be serviced, we may contact the customer to request an alternative address or discuss the available options.

8. Tracking

When a tracked order has been dispatched, a shipping-confirmation email containing the tracking number or tracking link will normally be sent to the email address provided with the order.

Tracking information may take several hours, and occasionally up to 24 hours, to update after the parcel is collected or first scanned by the courier.

Customers and recipients should monitor tracking and respond promptly if the courier requests:

  • Address confirmation
  • Delivery instructions
  • Identification
  • Customs documentation
  • Payment of duties, taxes or clearance charges

Failure to respond may result in delay, storage charges, return to sender, abandonment or disposal in accordance with courier or customs procedures.

9. Fragile Cookies, Breakage and Shipping Claims

Lowrey Butter Cookies have a deliberately delicate, fine, fragile and melt-in-the-mouth structure. They are more fragile than dense, hard or heavily crunchy biscuits.

Each order is packed in metal tins and protective outer packaging to help reduce the risk of shipping damage. However, no packaging can completely prevent movement, vibration or impact during local or international transport.

Minor cookie breakage

A small amount of breakage, loose crumbs or movement inside the tin may occur during delivery and is not automatically considered a product defect.

Minor breakage does not mean that the cookies are stale, underbaked, unsafe or incorrectly manufactured.

Minor cookie breakage inside an outer carton that shows no visible evidence of significant courier damage will not normally qualify for a refund or replacement.

DHL shipping-damage claims

Courier compensation generally depends on evidence that the parcel suffered external damage or abnormal handling while it was in the courier network.

If the outer shipping carton shows no visible crushing, puncture, tearing, water damage or other significant external damage, DHL may decline the shipping-damage claim.

Lowrey Foods cannot guarantee reimbursement or compensation from DHL where the courier’s claim requirements are not met.

Reporting significant shipping damage

If the outer carton arrives significantly damaged, or if the order has extensive internal damage, missing products or a food-quality concern, please contact Lowrey Foods within 5 calendar days of delivery.

Do not discard any part of the shipment. Please retain:

  • The complete outer shipping carton
  • The courier shipping label
  • All inner protective packaging
  • Every tin included in the shipment
  • All remaining cookies and crumbs

Please provide clear photographs showing:

  • All sides of the outer shipping carton
  • Any crushing, puncture, tearing, water damage or other external damage
  • The shipping label
  • The inner protective packaging
  • All tins included in the shipment
  • The opened contents of every affected tin
  • The full extent of the cookie damage
  • The best-before date or batch information, where relevant

Lowrey Foods may require all tins in the shipment to be opened and photographed before a claim can be assessed or submitted to the courier.

Claims submitted without the original packaging, without photographs of the outer carton, or after the 5-day notification period may be declined because the evidence required for a courier claim is no longer available.

Approved claims are assessed individually. Where appropriate, Lowrey Foods may provide one replacement shipment, a refund or another reasonable solution.

Nothing in this section excludes a remedy that must be provided under applicable consumer law.

10. Product Quality or Contamination Concerns

If you believe a product has a food-quality, foreign-material or contamination issue, stop eating the product and retain:

  • The affected tin
  • All remaining cookies
  • The product label
  • The best-before date or batch information
  • The outer shipping carton and inner packaging

Contact Lowrey Foods within 5 calendar days of delivery and provide the order number, flavour, clear photographs and a description of the concern.

These cases are assessed separately from ordinary minor cookie breakage.

11. International Customs, Taxes, Duties and Clearance Fees

International orders may be subject to customs duties, import taxes, VAT, GST, sales tax, brokerage charges, clearance fees or other charges imposed by the destination country or region.

Unless checkout clearly states otherwise, destination duties, taxes and customs-clearance charges are not included in the product price or shipping charge and must be paid by the recipient.

These charges are determined by the destination customs authority, government agency, courier or customs-clearance provider. They are not controlled by Lowrey Foods or Suki Bakery Ltd.

The customer and recipient are responsible for checking local import requirements before ordering and for providing any identification, tax information, customs documents or payment required for clearance.

Lowrey Foods cannot calculate or guarantee the final amount of duties, taxes or clearance fees before the shipment is assessed at the destination.

Orders shipped to mainland China

Orders entering mainland China may be subject to customs duties, import VAT, consumption tax, personal-import requirements, identity verification, transaction-value limits or other customs procedures.

The recipient may be required to provide a Chinese identity document, telephone number, payment details or other information requested by DHL, another clearance provider or China Customs.

Taxes and import requirements depend on the shipment value, declared information, shipping route, product classification and regulations in effect when the parcel enters China.

Any customs duties, taxes, clearance charges or other import costs assessed in mainland China are the responsibility of the recipient.

Orders shipped to Canada

Orders entering Canada may be subject to customs duties, GST, HST, provincial sales tax, courier brokerage charges or other import and clearance fees.

The amount payable may depend on the value of the goods, their country of origin, tariff classification, destination province and any applicable exemption.

Any duties, taxes, brokerage charges or clearance fees assessed by the Canada Border Services Agency, DHL or another customs-clearance provider are the responsibility of the recipient.

Orders shipped to the United States

Effective 29 August 2025, the United States suspended duty-free de minimis treatment for most low-value commercial shipments from all countries.

This means that goods entering the United States may be subject to applicable customs duties, taxes, fees and clearance requirements even when the shipment value is US$800 or less.

Lowrey Foods normally uses DHL for eligible international deliveries. Shipments entering the United States through DHL or another express courier may require customs entry and may be assessed for duties, taxes, brokerage fees or other clearance charges.

The final amount may depend on:

  • The declared value of the shipment
  • The country of origin of the products
  • The customs classification of the products
  • The tariff or duty rate in effect when the goods enter the country
  • Courier brokerage or customs-clearance charges
  • Information required by United States Customs and Border Protection

Lowrey Foods cannot calculate or guarantee the final United States import charge before the shipment is assessed by DHL or the relevant customs authority.

The recipient may be asked by DHL, its clearance provider or United States customs authorities to provide identification or tax information where required for import clearance.

This may include a Social Security Number, Taxpayer Identification Number or another form of identifying information, depending on the shipment and clearance requirements.

Lowrey Foods does not determine these requirements and does not receive identification supplied directly to DHL or the customs authority.

Shipping charges and import charges are separate

Free or paid shipping covers the eligible transportation service from New Zealand. It does not include destination customs duties, taxes, brokerage fees, storage charges or customs-clearance costs.

12. Refused or Unsuccessful Customs Clearance

The recipient is responsible for responding promptly to customs and courier requests.

If the recipient refuses or fails to pay duties, taxes or clearance charges, provide required identification or customs information, respond to the courier, collect the parcel or accept delivery, the parcel may be delayed, returned, abandoned, confiscated or destroyed.

If a parcel is returned for one of these reasons, any refund considered by Lowrey Foods may be reduced by all reasonable non-refundable costs connected with the failed delivery, including:

  • The original outbound shipping cost
  • The return shipping cost
  • Customs duties, taxes or storage charges charged to Lowrey Foods
  • Courier brokerage, clearance, redirection or handling fees

A refund can normally be assessed only after the returned parcel has been received and inspected.

Food products that are abandoned, confiscated, destroyed or not returned to Lowrey Foods are not eligible for a product refund, except where required by applicable law.

13. Missing or Delayed Parcels

Contact Lowrey Foods if tracking shows an unexplained delay, delivery to an incorrect location or possible loss.

We may open an investigation with the courier. Courier investigations can take time, and a replacement or refund may not be issued until sufficient information is available or the courier has completed the required review.

If tracking shows that a parcel has been delivered but it cannot be found, please:

  • Check around the delivery address and any safe-drop locations.
  • Ask household members, neighbours or building management.
  • Check for a courier delivery photograph or notice.
  • Contact the courier’s local delivery office.

14. Failed Delivery and Return to Sender

A parcel may be returned to Lowrey Foods because of:

  • An incorrect or incomplete address
  • Repeated unsuccessful delivery attempts
  • Failure to collect the parcel
  • Refusal by the recipient
  • Customs non-compliance
  • Destination import restrictions

If reshipping is requested, the customer may be required to pay the new shipping cost and reasonable courier or customs costs connected with the return, except where the failed delivery was caused by Lowrey Foods or where applicable law requires otherwise.

Reshipping also depends on the returned food products remaining suitable and legally permitted for redelivery.

15. Unattended Delivery

If the customer authorises a courier to leave the parcel without a signature, the parcel may be left at the address according to the courier’s procedures.

Customers should consider risks including:

  • Theft
  • Rain or moisture
  • Direct sunlight
  • Heat
  • Animals
  • An exposed or incorrect delivery location

Lowrey Foods may have limited ability to recover a parcel that tracking confirms was delivered in accordance with the customer’s unattended-delivery instruction. Each case will be assessed according to the available evidence and applicable law.

16. Currency

Product prices are displayed in the currency selected or shown on the website. The final order currency and amount are confirmed during checkout.

Customs authorities and couriers may calculate import charges in the currency required at the destination.

17. Consumer Rights

Nothing in this Shipping Policy is intended to exclude, restrict or modify rights or remedies that cannot lawfully be excluded under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable consumer legislation.

Where a product or delivery service does not meet an applicable legal guarantee, the customer may be entitled to an appropriate remedy under the relevant law.

18. Contact Us

For questions about shipping, customs, damaged orders, address errors, delayed deliveries or missing parcels, please contact the Lowrey Foods customer service team.

Email: customerservice@lowrey.co.nz

You can also use our Contact Us page.

Please include your order number and any relevant photographs or tracking information so that we can assist efficiently.

Thank you for choosing Lowrey Foods.

We are proud to send New Zealand-made Lowrey Butter Cookies to customers in New Zealand and around the world. Each order is packed carefully to help protect our delicate, gift-ready cookie tins during delivery.

Shipping destinations, courier services, delivery estimates, charges, free-shipping thresholds, customs rules and import requirements may change. The shipping options and charges displayed at checkout apply to the individual order.