Shipping policy

Thank you for choosing FINN ALI. Based in Auckland, New Zealand, our online store focuses on retailing premium fresh food and frozen groceries. We abide by strict order‑handling protocols and adopt insulated cold‑chain packaging with ice packs to keep perishable goods in proper temperature condition, 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 grocery orders will be delivered via cold‑chain eligible standard shipping service. For domestic New Zealand orders, the estimated delivery period is 2‑5 business days. For international cross‑border orders, the estimated delivery period is 7‑15 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. Perishable fresh items cannot be guaranteed against spoilage caused by uncontrollable external factors.
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. PO box delivery is not supported for fresh food parcels. FINN ALI 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. Returned fresh goods will be discarded directly for food safety reasons, and no refund will be issued.
Lost or Damaged Packages
If your fresh grocery parcel is missing or untraceable during transit, please submit a loss investigation request to our customer service within 3 days after the scheduled delivery date. Upon receiving parcels, customers must inspect goods immediately. If you receive deteriorated, thawed or damaged goods, please retain the original outer cold‑chain packaging and take clear evidentiary photos within 2 hours after receiving parcels. Our team will conduct comprehensive verification and deliver targeted solutions as soon as possible. Claims submitted beyond the time limit will not be accepted.
Fresh Product Storage & Usage Notice
All fresh and frozen goods need to be refrigerated or frozen promptly upon receipt following food safety requirements. Customers shall store and handle products in accordance with storage prompts marked on product labels. We reject after‑sales claims for product spoilage, deterioration caused by improper storage, delayed collection and rough handling after successful delivery.
International Shipping and Customs Notice
We provide global cross‑border shipping services for all fresh grocery 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. We will not be responsible for parcel detention, customs rejection and relevant losses arising from buyers' non‑compliance with local import declaration and biosecurity regulations. Some countries impose restrictions on imported fresh food products, and customers are responsible for confirming local import eligibility before placing orders.
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: FINN ALI
Phone number: +64 27 591 2630
Email: info@finalin.shop
Physical address: 7 Cassino Terrace, Mount Albert, AUK, Auckland 1025, New Zealand