Shipping policy

Thank you for choosing GERARD MARSH. Based in Wellington, New Zealand, our onlinestore focuses on retailing premium fresh produce, seafood and frozen daily groceries. We abide by strict order handling protocols and adopt professional insulated cold-chain packaging to keep perishable goods fresh, striving to deliver all orders safely and meet expected logistics schedules.
Order Processing Time
We finalize order verification, commodity inspection and sealed cold-chain 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 professional cold-chain shipping service, with an estimated domestic delivery period of 2 to 5 business days for urban areas and 3 to 7 business days for rural areas, subject to actual logistics status. The stated delivery time is for reference only. Actual arrival time may be affected by logistics provider operational failures, 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 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. GERARD MARSH 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, buyers need to bear all additional reshipping fees independently.
Lost or Damaged Packages
If your fresh produce parcel is missing or untraceable during transit, please submit a loss investigation request to our customer service within 7 days after the scheduled delivery date. Long-distance cold-chain transportation may cause packaging rupture, temperature fluctuation or partial thawing of fresh goods. If you receive damaged, deteriorated or defective products, please retain the original outer packaging and take clear evidentiary photos within 24 hours after receiving parcels. Our team will conduct comprehensive verification and deliver targeted solutions as soon as possible.
Fresh Product Storage Disclaimer
All fresh, chilled and frozen food products require standard low-temperature storage and timely consumption upon arrival. Customers shall store and handle products following official storage guidelines. We reject after-sales claims for product spoilage, discoloration and deterioration caused by improper storage, delayed parcel collection and incorrect manual handling after delivery.
Domestic Shipping and Compliance Notice
We provide cold-chain domestic shipping services covering most regions of New Zealand. All fresh food shipments strictly comply with New Zealand food safety and biosecurity regulations. We do not provide international shipping for perishable fresh products due to cross-border food quarantine restrictions. We will not be responsible for parcel detention, customs rejection and relevant losses arising from buyers' requests for international fresh product delivery.
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: GERARD MARSH
Phone number: +64 21 369 8271
Email: info@germars.shop
Physical address: 54 Hopper Street, Mount Cook, Wellington 6011, New Zealand