Shipping
Within New Zealand

The shopping cart will calculate the freight based on weight up to 2kg anywhere within New Zealand. Santana Lodge Ltd & Alternative Health Profesionals Ltd use New Zealand Post, you can choose between economy or courier during check out. Parcels use track & trace and in the event of a parcel not arriving within specified time frame, please contact us to initiate a NZ post investigation. Compensation or insurance is available on parcels that do not arrive.

International

When shipping International, the shopping cart will calculate your freight for you, depending on the weight and destination. Freight charges will be displayed before asking for payment details.

Santana Lodge Ltd & Alternative Health Profesionals Ltd offer two choices for freight with New Zealand Post:

International Express

Worldwide parcel service.
Courier delivery to key destinations in 2 to 4 working days.
Can only be sent to physical addresses - not to post office boxes.
Ideal where speed is vital or your items are of high importance.
Online real-time Track & Trace from pick-up in New Zealand to electronic signature on delivery overseas.
Customs clearance, door to door delivery.
Compensation for loss or damage up to $2000.
International Air

Reliable and prompt worldwide delivery service.
Delivery to key destinations in 1 to 2 weeks.
Can be sent to post office boxes.
Compensation for loss or damage up to NZ$250.

International Economy

Only pay for what you send: Parcels are charged using continuous weight pricing. This means you will pay for the actual weight of your items in 10g increments. The minimum charge for International economy parcels is 100g.
Peace of mind: International Economy includes a compensation voucher for loss or damage up to NZ$250. Items valued over NZ$250 but less than NZ$1,500 are classified as high risk but can be sent if additional compensation cover is purchased.
is held in customs, may take longer. Delivery times exclude weekend and public holidays.

Taxes and Duty
Our prices only include relevant New Zealand Taxes. Applicable Taxes and Duties for Countries other than New Zealand are your responsibility, as are any clearance fees associated with importation. Most countries have a minimum threshold under which tax and duty are not collected. this varies from country to country, but small orders will normally incur no added importation cost.

Expected delivery times on international shipping may be delayed due to customs once the parcel arrives in your country. Santana Lodge Ltd & Alternative Health Profesionals Ltd are not liable for any delays caused by customs freight clearing.

Returns Policy
We carefully check products before they leave our store to ensure they are in perfect condition. All faulty items shall be replaced or money refunded less shipping and handling.

If goods do not arrive please contact us and advise. We require written confirmation so we can advise our postal authorities, and before we can process a replacement or a refund as appropriate. Please include your order payment, and/or receipt number, and your delivery tracking number (if you have been issued one).

If items of an order have been damaged during shipping, you must:

Notify us by e-mail, within two days of delivery.
Provide your payment receipt and/or order number.

We take great care in correctly and accurately repersenting goods with photographs and text descriptions on our web site, but slight variations in actual goods supplied can occur due to many factors, including and the naturally occurring patterns and colors of natural materials, including fur, wood, stone or shell. Your monitor setting may also differ from ours.

Please e-mail us before you would like to return any items that you have purchased from Santana Lodge Ltd & Alternative Health profesionals Ltd.

Returns should be sent to:

Santana Lodge Ltd & Alternative Health profesionals Ltd, Tahutahi Road, Haast, South Westland, New Zealand. Phone/Fax +64 3 750 0791

Refund Policy
We can process refunds only for items purchased from Santana Lodge Ltd & Alternative Health profesionals Ltd. Please do not send us items that do not meet the conditions outlined in the Returns Policy, as we do not issue refunds for non qualifying items and cannot return the items back to you.

We'll notify you via e-mail of your refund once we've received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days of our receiving your return. If your return is due to our error, we will refund your original shipping costs.