SHIPPING POLICY
Shipping and Handling
We know you're looking forward to receiving your new items—and you won’t have to wait long!
We partner with reliable services to ensure you get everything you need across New Zealand.
Processing Time
All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.
During high volumes, shipments may be delayed. Please allow additional days for delivery. If there is a significant delay in shipping your order, we will contact you via email or phone.
Shipping Policy
OrthoComfort offers free shipping for all customer orders in New Zealand. We use fulfillment centres in New Zealand and the People's Republic of China to ensure the shortest delivery times. The estimated delivery time is 3–10 business days.
We always ship the order from the nearest warehouse. However, if the ordered items are not available in our New Zealand warehouse, we will deliver them directly from our warehouse in the People's Republic of China using the YunExpress delivery service. The estimated delivery time in this case is 9–21 days.
Please note that delivery times may be delayed during peak periods and holidays due to high demand on shipping carriers.
Shipping Confirmation & Order Tracking
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number(s). The tracking number will become active within 48 hours.
Customs, Duties, and Taxes
OrthoComfort is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
Damages
If you receive your order damaged, or with defective items, please contact us as soon as possible (ideally within 5 days) after receiving the package. Attach a picture that clearly shows the damage or defects. Describe the damages and send the description and the photos to info@orthocomfort.co.nz. We will review the case and either send a replacement for the damaged item or issue a refund. Please save all packaging materials and damaged goods before filing a claim.
Lost Packages
It is very rare for packages to go missing in our company. In all the years of our successful business operation, we have had only a few cases of lost orders.
An order that has not arrived after 60 days from the dispatch date is considered lost for the purposes of our internal claims process. In such cases, we will issue a full refund or send a replacement at no cost. This timeframe applies to our voluntary claims procedure only and does not limit any rights you may have under the New Zealand Consumer Guarantees Act 1993.
Please read our Refund Policy for further instructions on how to report this case and receive a refund.
Rejected Packages
If you change your mind about your purchase, you may return the item(s) within 30 days of receipt in accordance with our Refund Policy. However, we can only issue a refund once the items have been returned to us in their original, unused condition.
If a parcel is refused by the recipient without a valid legal reason, or cannot be delivered due to customer-provided incorrect address information, the return shipping costs will be deducted from any applicable refund. Your statutory rights under the New Zealand Consumer Guarantees Act 1993 remain unaffected.
In accordance with our Refund Policy and your rights under the New Zealand Consumer Guarantees Act 1993, we will issue a refund once the returned product is received. If the return does not reach us, we will notify you and endeavour to find a reasonable solution.
Return Policy
You can find detailed information about options and procedures for returning your order in our Refund Policy.
Company Name: Sanovex OÜ
Registered Office: Sepapaja tn 6, 15551 Tallinn, Estonia
Phone: +6498844175
Email: info@orthocomfort.co.nz
Our customer service is available Monday to Friday from 9 AM to 5 PM. We respond within 24 hours.