Shipping policy

Thank you for choosing TERENCE CARPENTER. Based in Wellington, New Zealand, our online store focuses on retailing premium fresh food and seafood. We abide by strict cold-chain handling protocols and adopt insulated packaging with ice packs to maintain low temperature for fresh goods, striving to deliver all orders safely and preserve product freshness upon arrival.
Order Processing Time
We finalize order verification, commodity inspection and sealed cold 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 food orders will be delivered via refrigerated courier service, with an estimated delivery period of 2 to 5 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, 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. TERENCE CARPENTER 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.
Lost or Damaged Packages
If your fresh food parcel is missing or untraceable during transit, please submit a loss investigation request to our customer service within 5 days after the scheduled delivery date. Long-distance transportation may cause temperature fluctuation or packaging rupture to fresh products. If you receive damaged or deteriorated 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.
Fresh Product Storage and Usage Notice
Each fresh item comes with storage guidance for refrigerated or frozen preservation. Customers shall store and consume products following official prompts. We reject after-sales claims for spoilage, discoloration and deterioration caused by improper storage, delayed pickup and rough handling after delivery.
Shipping and Food Safety Notice
We provide nationwide shipping services for all fresh merchandise within New Zealand. Fresh products are temperature-sensitive goods. Once delivered to your designated address, it is the recipient's responsibility to promptly store the items under required cold conditions. We will not be responsible for product spoilage arising from delayed collection or improper storage after courier handover.
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: TERENCE CARPENTER
Phone number: +64 21 582 1739
Email: info@tercario.shop
Physical address: 4 North Terrace, Kelburn, Wellington 6012, New Zealand