Shipping policy
1. Order Processing & Dispatch
All seafood orders are carefully inspected, packed, and prepared for shipment within 1–3 business days after payment confirmation. We prioritize fresh product handling and fast dispatch to preserve the quality and freshness of our New Zealand seafood, ensuring minimal waiting time for your order.
2. International Shipping & Delivery Time
We provide reliable international shipping to most countries worldwide. Standard international delivery typically takes 7–14 business days, depending on destination, local logistics, and customs clearance speed. For customers who need faster delivery, an expedited rush shipping option is available during checkout for quicker transit.
3. Shipping Cost Calculation & Transparency
All shipping fees are calculated in real time based on your total order weight, package dimensions, and delivery destination. The exact shipping cost will be clearly displayed on the checkout page before you complete payment. We guarantee no hidden fees or additional surcharges after order confirmation.
4. Customs Duties & Import Taxes
International shipments may be subject to customs duties, import taxes, or local processing fees determined by your destination country’s customs authority. These charges are the sole responsibility of the recipient. We highly recommend reviewing your local import regulations and seafood entry policies before placing an order to avoid unexpected charges or delivery delays.
5. Cold-Chain Packaging & Shipping Protection
As a professional seafood supplier, we use specialized cold-chain, shockproof, and leak-proof packaging materials for all orders. Our premium packaging effectively maintains low temperatures during transit, protects products from damage, and locks in seafood freshness during international transportation.
For high-value orders, we offer optional shipping insurance at checkout, providing full protection against loss, missing packages, or transit damage for maximum peace of mind.
6. Delivery Inspection & After-Sales Service
Upon receiving your package, please inspect the outer packaging and items immediately. If you discover packaging damage, leakage, deformation, or frozen product thawing issues, please take clear photos/videos and refuse delivery, then contact our support team right away.
If you find any product defects, quality issues, or order discrepancies after signing for the package, please submit a support request with valid evidence within 48 hours of delivery. Our team will verify your case promptly and arrange a suitable solution, including refund, replacement, or other after-sales support.
7. Customer Support
If you have any questions regarding shipping methods, delivery status, customs clearance, transit delays, or after-sales issues, our professional customer support team is always ready to assist you. Feel free to contact us via email or phone for fast and detailed guidance.
Thank you for shopping with Thomalife. We continuously optimize our shipping and cold-chain logistics to deliver fresher, safer, and more reliable New Zealand seafood to your doorstep.