Shipping policy

Thank you for choosing JAXON RYAN WELLS. Based in Auckland, New Zealand, our online store focuses on retailing fresh chilled and frozen grocery products. We abide by strict order‑handling protocols and adopt insulated cold‑chain packaging with ice packs to preserve freshness, 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. We do not dispatch fresh goods on Fridays to avoid weekend storage risks for perishable items. 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 priority chilled courier service, with an estimated delivery period of 2‑5 business days, subject to actual logistics status. Rural areas may require additional transit time. The stated delivery time is for reference only. Actual arrival time may be affected by logistics provider operational failures, 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. JAXON RYAN WELLS 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, fresh products will be disposed for food safety reasons, and buyers need to bear all additional reshipping fees independently.
Lost or Damaged & Spoiled Packages
If your fresh grocery parcel is missing or untraceable during transit, please submit a loss investigation request to our customer service within 48 hours after the scheduled delivery date. Upon receipt of parcels, please inspect goods immediately. If you receive thawed, spoiled or damaged goods, please retain the original outer cold‑chain 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. Perishable fresh goods cannot be returned after consumption.
Fresh Product Receiving Notice
All chilled and frozen goods are packed with professional insulated materials and ice packs. Customers are required to arrange timely receipt upon delivery. Please avoid long‑term outdoor storage of parcels. We reject after‑sales claims for deterioration caused by delayed collection, improper storage or failure to receive parcels in time.
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. Some regions impose strict restrictions on food imports. We will not be responsible for parcel detention, customs rejection and relevant losses arising from buyers' non‑compliance with local import declaration regulations.
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: JAXON RYAN WELLS
Phone number: +64 21 472 8396
Email: info@jaxwel.shop
Physical address: 11 Rata Street, New Lynn, AUK, Auckland 0600, New Zealand