Shipping policy
Thank you for choosing MARU ROBBENS. Based in Te Awamutu, New Zealand, our online store focuses on retailing premium frozen seafood products. We abide by strict food‑safe order‑handling protocols and adopt insulated cold‑chain packaging with ice packs to keep frozen goods stable during transit, striving to deliver all orders safely and meet expected logistics schedules.
Order Processing Time
We finalize order verification, food safety inspection and cold‑resistant sealed 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 seasonal 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 frozen seafood orders will be delivered via standard cold‑chain shipping service, with an estimated delivery period of 1‑5 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, customs inspections, extreme weather, regional traffic restrictions and official holidays. Rural addresses may require extra transit time.
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.
MARU ROBBENS 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. Perishable frozen goods cannot be reshipped after return.
Lost or Damaged Packages
If your seafood 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 cold‑chain transportation may cause packaging rupture or partial temperature fluctuation for frozen seafood products. If you receive damaged or thawed 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. Do not consume defrosted deteriorated seafood.
Frozen Food Storage & Usage Notice
Each frozen seafood product is attached with storage instructions. Customers shall store goods at -18°C or below immediately upon receipt. We reject after‑sales claims for product spoilage caused by improper storage, repeated thawing and rough handling.
International Shipping and Customs Notice
We provide global cross‑border shipping services for all frozen seafood 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. We will not be responsible for parcel detention, customs rejection and relevant losses arising from buyers' non‑compliance with local import declaration and food quarantine regulations. Some regions have import restrictions on frozen aquatic products.
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: MARU ROBBENS
Phone number: +64 21 472 9361
Email: info@marubon.shop
Physical address: 41 Alexandra Street, WKO, Te Awamutu 3800, New Zealand