Shipping policy

Thank you for choosing GRAEME KANE. Based in Blenheim, New Zealand, our onlinestore focuses on retailing fresh seafood and chilled raw food products. We abide by strict order handling protocols and adopt insulated cold-chain packaging with ice packs to keep fresh goods in proper temperature, striving to deliver all orders safely and meet expected logistics schedules.
Order Processing Time
We finalize order verification, commodity inspection and sealed cold packaging within 1 to 2 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, product type 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 dedicated perishable courier service, with an estimated delivery period of 1 to 4 business days within New Zealand, subject to actual logistics status. Rural areas may require extra delivery time. 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.
GRAEME KANE 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. Fresh products cannot be reshipped once returned due to spoilage risks.
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 24 hours after the scheduled delivery date.
Cold-chain transportation may cause thawing or packaging rupture to fresh products. If you receive damaged or spoiled goods, please retain the original outer 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 and Consumption Notice
All fresh and frozen food items come with storage and consumption guidelines. Customers shall store, handle and consume products following the instructions. We reject after-sales claims for food spoilage caused by improper storage, delayed collection after delivery or violation of storage requirements.
Domestic Shipping Restrictions Notice
We provide nationwide cold-chain shipping services across mainland New Zealand. We do not deliver to PO boxes, private mail bags or overseas destinations. Fresh perishable items have strict delivery limits and cannot be redirected after dispatch. We will not be responsible for parcel spoilage arising from buyers' failure to receive goods in time after courier delivery attempts.
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: GRAEME KANE
Phone number: +64 29 370 6154
Email: info@grakan.shop
Physical address: 112 Redwood Street, Redwoodtown, Blenheim 7201, New Zealand