Shipping policy

Thank you for choosing MAX BENJAMIN FRASER. Based in Auckland, New Zealand, our online store focuses on retailing premium fresh produce and seafood. We abide by strict order‑handling protocols and adopt insulated cold‑chain packaging to keep perishable goods in good condition, striving to deliver all orders safely and meet expected logistics schedules.
Order Processing Time
We finalize order verification, commodity inspection and cold‑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. To guarantee freshness, orders placed late on Thursday, weekends or public holidays will be arranged for dispatch on the next working day. 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. Rural addresses will incur additional rural delivery surcharges. 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 tracked cold‑chain compatible courier service. Urban areas within New Zealand have an estimated delivery period of 1‑3 business days, while rural areas may take 2‑4 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, 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. MAX BENJAMIN FRASER 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. We do not support delivery to PO box addresses for fresh perishable goods.
Lost or Damaged & Spoiled Packages
If your fresh‑food 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. Cold‑chain long‑distance transportation may cause packaging rupture or unexpected temperature changes for fresh and seafood products. Please inspect goods immediately upon receipt. If you receive deteriorated 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. Claims submitted beyond the time limit without complete evidence will not be accepted.
Fresh Product Storage Notice
All fresh seafood and grocery items are perishable. Customers need to refrigerate or freeze goods immediately after receiving parcels according to food‑safety requirements. We reject after‑sales claims for deterioration caused by improper post‑delivery storage, inappropriate thawing or delayed consumption.
International Shipping and Customs Notice
We mainly provide domestic shipping services within New Zealand for fresh perishable products. International cross‑border delivery for fresh food is not supported. Overseas orders for non‑perishable merchandise 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 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: MAX BENJAMIN FRASER
Phone number: +64 22 814 6625
Email: info@maxbenf.shop
Physical address: 4 Totara Road, Whenuapai, AUK, Auckland 0618, New Zealand