Shipping & Returns | Totika Health

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SECTION I — SHIPPING POLICY

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1. Dispatch and Processing

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All orders are processed within 1 to 2 business days. Orders are not dispatched on weekends or New Zealand public holidays. During periods of high demand we will contact you directly if there is any expected delay.

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2. New Zealand Shipping

We ship within New Zealand via tracked courier.

• Flat rate: NZD $12 for all orders under $150

• Free shipping: all orders NZD $150 and over

• Estimated delivery: 1 to 5 working days from dispatch

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3. International Shipping — DHL Express

All international orders are shipped via DHL Express with full tracking.

Destination Flat Rate (NZD) Free Shipping Threshold Estimated Transit

Australia: $35 Free over $500, 3 to 7 working days

United States: $55 Free over $500, 5 to 10 working days

United Kingdom: $40 Free over $500, 5 to 10 working days

Switzerland: $55 Free over $5005 to 10 working days

Rest of World: Calculated at check out Free over $500, 6 to 20 working days

All shipping rates and applicable free shipping thresholds are displayed at checkout before payment.

4. Customs, Duties, and Taxes

Tōtika Health Limited is not responsible for any customs duties, taxes, or import fees applied to international orders. All charges imposed by the destination country are the responsibility of the customer. We recommend checking your local import rules before ordering, particularly for honey products entering the EU, UK, and US.

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SECTION II — RETURNS AND REFUNDS

1. Return Window

You have 14 days from the date of delivery to request a return.

2. Eligibility

Due to the nature of our products — honey and bioactive skincare — the following conditions apply:

• Items must be unopened, unused, and in their original packaging with all seals intact

• A valid receipt or order number is required

• We cannot accept returns on opened or partially used products for hygiene reasons

3. Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us at hello@totikahealth.co.nz within 48 hours of delivery. Include your order number and a photo of the issue. We will resolve it promptly — replacement, refund, or store credit at your choice.

4. How to Return

Email hello@totikahealth.co.nz with your order number and reason for return. We will confirm eligibility and provide return instructions. Return shipping costs are the responsibility of the customer. We recommend using a tracked service as we cannot accept responsibility for items lost in return transit.

5. Refunds

Once we receive and inspect your return, we will notify you of the outcome within 2 business days. Approved refunds are processed to your original payment method within 5 to 7 business days. Original shipping charges are non-refundable.

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SECTION III — CONTACT

For shipping queries, return requests, or any order issues:

Email: hello@totikahealth.co.nz Phone: +64 9 407 7712 Address: 414 Kerikeri Road, Kerikeri 0230, Northland, New Zealand

We typically respond within one business day.