FAQs

How do you package your products?

Here at TBIhealth, we not only take your health and well-being into account, but we take sustainability and our role in improving the environment seriously. Thus, all packaging is made out of recycled cardboard.

How long will it take for my order to arrive?

Our products should arrive at your door within 5 working days. However, please expect an additional 2-3 working days if you are located rurally and before or after public holidays. Please be aware that occasionally there are unexpected delays that are out of our control, but our courier service will always try their best to have orders delivered as soon as possible.

Do you ship internationally?

No, TBIhealth only ships to the New Zealand market.

What courier do you use?

PBT Courier services handle our shipping. You will be provided with a tracking number on dispatch of your order from our warehouse so you will be able to track each stage of your delivery process.

Does rural delivery cost more?

No, rural delivery doesn't cost more.

Do you offer click-and-collect?

Click and Collect is not available at TBIhealth, only direct shipping to your chosen address in New Zealand.

I have placed an order but am wanting to change my address.

If you have placed an order with the incorrect address please get in touch with our customer service teams as soon as possible. We will do our very best to rectify this.

My package has arrived damaged.

We are so sorry to hear your order from TBIhealth has arrived damaged. Please get in touch with us and include your order number and the details of the damaged goods and we will do our best to rectify the situation.

Please make sure that you keep the damaged goods and the packaging they came in, and photo evidence is much appreciated so we can ensure this doesn't happen again.

Please also ensure that you do not return any damaged goods before getting in contact with our customer service team.

Do you deliver to PO Boxes/Private Bags?

We do not deliver to PO Boxes or Private Bags.

I have not yet received my tracking number/link for my order.

Your order may not have been dispatched yet or the tracking email may be in your spam folder. Here at TBIhealth we try to get your orders to you as quick as possible. Once it is out for delivery your tracking number will be emailed to you.

I have received the wrong product, what should I do?

If you have received the wrong product or are missing products with your order, please get in touch with our customer service teams. We will be happy to resolve this issue for you.

Am I able to make an order on the phone?

We do not offer this service at TBIhealth. However, if you are struggling to place an order on our website and are needing further assistance, please contact us and we would be more than happy to help you place an order.

My question is not answered.

If the above FAQ's do not answer your queries, please get in touch with our customer service team and we will be happy to answer any questions you may have.

Returns and Refunds.

Please refer to our returns section. Otherwise, please contact us for further support.