Shipping policy

Thank you for choosing ELLIOT MASON. Based in New Plymouth, New Zealand, our online store focuses on retailing fresh chilled seafood, frozen aquatic products and premium poultry ingredients. We abide by strict order handling protocols and adopt professional insulated cold‑chain packaging with ice packs 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. To avoid deterioration of fresh goods during weekend storage, we do not arrange parcel dispatch on Fridays. 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. Rural delivery addresses will incur additional remote area surcharges. The exact logistics cost will be automatically calculated and displayed on the checkout page before payment confirmation. All fresh food orders will be delivered via professional cold‑chain shipping service, with an estimated domestic delivery period of 1 to 4 business days, subject to actual logistics status. The stated delivery time is for reference only. Actual arrival time may be affected by logistics provider operational failures, cross‑border customs inspections, 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. ELLIOT MASON shall not bear any liability for misdelivery, delivery failure or parcel loss caused by false or incomplete information provided by buyers. Fresh products are highly perishable, and undelivered or unclaimed parcels cannot be reshipped. 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 parcel is missing or untraceable during transit, please submit a loss investigation request to our customer service within 24 hours after the scheduled delivery date. Long‑distance cold‑chain transportation may cause packaging rupture or extrusion damage. If you receive deteriorated or damaged goods, 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. Late claims will not be accepted.
Fresh Product Storage Notice
All seafood and poultry products sold in our store are perishable fresh ingredients. Customers shall store chilled products in refrigerators and frozen products in freezers immediately after receiving the parcels. We reject after‑sales claims for product deterioration, spoilage and quality problems caused by improper storage, delayed refrigeration and long‑term placement at room temperature after delivery.
International Shipping and Customs Notice
We provide global cross‑border shipping services for eligible fresh merchandise. Overseas shipments may generate import tariffs, customs clearance handling fees and other statutory charges required by destination countries. All customs‑related expenses are borne by order recipients, and such fees are not included in product prices and settled shipping costs. New Zealand and destination countries implement strict biosecurity and food import regulations. We will not be responsible for parcel detention, customs rejection and relevant losses arising from buyers' non‑compliance with local import declaration regulations and food import restrictions.
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: ELLIOT MASON
Phone number: +64 20 774 1295
Email: info@elimasv.shop
Physical address: 57 Tukapa Street, Westown, New Plymouth 4310, New Zealand