Shipping policy

Thank you for choosing STEWART SMART. Based in Auckland, New Zealand, our online store focuses on retailing fresh groceries and seafood. We abide by strict order handling protocols and adopt insulated cold-chain packaging with ice packs to preserve the freshness of fresh goods, striving to deliver all orders safely and keep products in good condition during transit.
Order Processing Time
We finalize order verification, commodity inspection and cold sealed 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 chilled express courier service. For urban addresses within Auckland, the estimated delivery period is 1 to 2 business days. For other urban areas across New Zealand, the estimated delivery period is 2 to 3 business days. Rural delivery may take extra 1 to 2 business days. 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.
STEWART SMART 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 items cannot be reshipped once returned due to spoilage risks.
Spoiled 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.
Long-distance transportation may cause packaging rupture or temperature fluctuation to fresh products. If you receive spoiled or damaged 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.
Fresh Product Storage and Usage Notice
All fresh products are attached with storage guidelines. Customers shall refrigerate or freeze goods promptly upon receipt and consume within the recommended shelf life. We reject after-sales claims for product spoilage caused by improper storage, delayed pickup or rough handling after successful delivery.
Delivery Restrictions and Food Safety Notice
We provide nationwide chilled delivery services for fresh merchandise within New Zealand. We do not deliver fresh perishables to PO boxes or remote restricted zones. Customers need to ensure someone can receive the parcel or leave a safe cool drop-off location. We will not be responsible for product deterioration arising from unattended parcels for long periods after delivery.
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: STEWART SMART
Phone number: +64 21 739 0461
Email: info@stewsmo.shop
Physical address: 3 McAlister Place, Mount Roskill, Auckland 1041, New Zealand