Our Goodbye WORRIES Terms & Conditions
Goodbye has been a New Zealand business since 1999. After years of sending parcels on e-mail inquiry to people who’d found our product here in NZ, in 2010 we set up an on-line shop to make things easier on all of us. Since then, we’ve been shipping product to all kinds of surprising (to us) places.
MOST of our shipments go just as planned…. you order, pay, we ship, it arrives, you’re happy. We’re happy.
Sometimes, things go pear-shaped. And we’ve seen a few things that have made us cry. Below is our best effort to outline the framework you can expect for normal delivery, and our safety net for when things depart from plan.
If you have any questions anywhere along the way, you are most welcome to contact us at support at goodbye.co.nz
We’re real people who really care. As a family run business, with busy kids, and school-like office hours, it may take a day or so to get back to you.
NZ and International orders
We sell our products both to NZ and overseas customers.
Covid 19 Update: we are unable to ship to some countries due to service issues. As we are able, we will add countries that we feel we can provide a reliable experience. Please allow for additional time in delivery.
If you are in a ‘shelter in place’ situation that prevents you from accessing the post system, please wait until you feel your postal system and you are able to catch an order. This keeps us from sending something that cannot, ultimately be delivered to you. We’ve had a couple of packages make their way all the way to their destination, only to make their way all the way back to us.
We accept secure payment via Paypal or via Stripe, and never have access to your credit card details. You can use your Paypal account or credit card (Visa Mastercard) to make payment. If you are unable to pay via any of these methods, please contact us to arrange a bank transfer. Your order will be shipped once we have received cleared payment.
Shipping & Shipping charges
All domestic orders are sent via Courier Post (untracked if small, tracked if larger). International orders are normally shipped via insured and tracked service.
Orders under 30 NZD are charged at 6 NZD shipping (inc. GST)
Orders of 30 NZD and over receive free shipping
International Customers (and Australia specifically)
Orders to Australia under 60 AUD are charged 16 AUD for tracked courier. Orders over 60 AUD receive free shipping.
For Asia and North America: Orders under 120 USD are charged at 20USD (30 NZD) shipping by tracked courier. Small orders with a big shipping charge just don’t make sense to anyone. Make your order big enough to be worthwhile, our products make great gifts.
South America and Europe have increased shipping costs as well as delays- the shipping cost is 60NZD, with no free shipping option.
We will do our best to get your order to you as quickly as possible, however please allow for the following: For NZ customers, please allow 5 working days for delivery. (Allow 1-2 extra days for Rural Delivery.) Orders are despatched via CourierPost. If they are small, we’ll send them “No Signature Required” so that they are easy to get at home. If they are larger, you may be required to sign on receipt, or take a card to the post office to retrieve.
For International customers, the “normal” shipping times were 10-15 working days. Due to Covid 19, please allow more time. Orders are despatched via tracked and insured service depending on the location, and you may be required to sign on receipt.
We cannot guarantee delivery by a particular date. If you are going away, please allow sufficient time or arrange an alternative address for your order to be delivered.
Changes, Cancellations, Returned Orders, Wrong Address, Faulty Product
We work to make sure you get beautiful product at your door in good time. Every once in a while, something goes awry. Please let us know what is happening, and we will work with you to reach a resolution. Please see our FAQs list to pick the situation for which you want more information.
Taxes, Customs, Duties and Excise (oh my!)
All orders within NZ include GST.
International orders are Exempt from GST, however some countries may incur an import or duty tax.
It is up to you to determine how Customs will handle your parcel on entry. As the customer, you are responsible for payment of any import or duty charges applied for the parcel to reach you. Some countries, like the UK, have set processing fees in addition to the percentage of value, and small orders make even less sense. Please check if you are concerned, so that you won’t be disturbingly surprised.
FAQs for common questions about our shop
Where else can I buy Goodbye PRODUCTS in New Zealand?
In New Zealand about 700 shops carry Goodbye SANDFLY. It is the #1 selling natural bug repellent in NZ, and can be found in many sports stores, health shops, pharmacies, tourist shops and heaps of grocery stores: most Countdown, New World, PaknSave, Four Square, SuperValue and FreshChoice.
Goodbye OUCH and Goodbye NITS are also in many health shops, pharmacies and grocery stores in New Zealand.
Where else can I buy Goodbye PRODUCTS outside of New Zealand?
There are a few other places that you can buy our product outside of New Zealand. Please check Where to Buy
I want to make a change to my order
If we haven’t already sent it, you can do that. Please contact us immediately at email@example.com. If your order has already been despatched, you will either have to set up a new order for additional items, or else return any unwanted items once you receive them. We recommend you return the goods via courier or registered post. We are not responsible for any damage or loss in transit to us, and will refund the price of the items only on receipt of the items in satisfactory condition. We will not refund any courier/delivery costs.
I want to cancel my order
Please contact us immediately if you want to cancel your order. If your order has already been despatched, please ensure you return all items unopened and unused within 30 days. We recommend you return the goods via courier or registered post. We are not responsible for any damage or loss in transit to us, and will refund the price of the items only on receipt of the items in good condition. We will not refund any courier/delivery costs.
What should I do if my order doesn’t arrive within the expected time?
Please allow one week for NZ and three plus weeks for International delivery. If your order hasn’t arrived in 10 working days, we put a track on it from our side to try to see what’s happening. If it’s been 10 working days, you can contact us at firstname.lastname@example.org
Can I track my delivery?
If we send via a tracked service, you will receive an e-mail with your tracking number. If you need help chasing it down, please contact us at email@example.com
My order has arrived damaged or has leaked
Please contact us within 7 days of delivery with details of the damage, and photos. We will endeavour to resolve the matter as quickly as possible, either by refunding or immediately replacing the items depending on the situation. Ensure you retain the packaging and the damaged item(s) until we’ve resolved the issue.
I want to return an item(s)
If you’ve gotten an item that you are just not happy with, for any reason, let us know and return it to us within 30 days with a brief “WHY”. We recommend you return the goods via courier or registered post, packed beautifully so that they arrive in good condition. On receipt of goods, we will refund the item amount plus the item’s shipping portion of the order.
Oops, I gave you the wrong address. Or Oops, I was away and could not collect the parcel when the notice was left at my house.
We accept no responsibility if your order cannot be delivered if you are not home or if you have supplied us with incorrect or incomplete address details. Our service will do their best to get your parcel to you, but if it fails to find you, it will return the product to us adding another shipping charge. At this point, we will calculate the price you paid for the product less the actual shipping it cost to get it to you and back to us. If the product is worth less than the sum of the shipping, we will not refund any of your order. If the product is worth more than the shipping, we will refund the difference to you. Knowing this, check the address you give us carefully, and make sure someone is ready to find it when the delivery service leaves a card for pickup.
Why is international shipping so expensive?
Unfortunately our international courier prices from NZ sometimes make it difficult to justify the cost particularly for smaller orders. It really only makes sense when you want enough product. We regularly review our shipping options and providers, and hope that a little more competition in the market will enable us to offer lower shipping costs to our Customers.
How do I become a wholesale customer?
Becoming a wholesale customer has several criteria, especially for international wholesale customers. Having said that, if you plan to order more than 500 USD, please let us know and we’ll either direct you to a distributor, set up a wholesale account or custom quote your order.
Do your products have an expiry date?
Our products are all labelled with a batch and expiry date. Our expiry dates are 30 months from manufacture, anything we ship will have at least 2 years until the best by date. We have bottles that are still good after 4 years, but it really depends on how they are handled in the sun and heat. They prefer cool and shade.
Other questions about our products?
Please contact us at support at goodbye.co.nz , we’re very happy to personally reply to genuine queries.