Customer Service - FAQ

Do I have to sign up/register to shop online? 

Yes, once you register simply by your email ID, you can directly shop online and start collecting your loyalty points with each order.


Dispatch & delivery timeframes?

New Zealand orders are sent by traceable courier/post. Dispatch is usually done with 2-3 working days. Expect delivery with 4-6 working days.

During Christmas, Easter & other holiday season, although we endeavour that you receive your order as early as possible but allow 4-8 working days especially if you are purchasing a gift before holidays start.

International shipping only covers orders from – Australia, UK, USA & Canada. (please note: this service does not include tracking). Estimated delivery time:  10 working days.

Rest of World – Please contact us before you make an order. The shipping price is based on the weight of products ordered. Orders are sent by International Air (please note: this service does not include tracking). Estimated delivery time: 10 -15 working days.

Delivery times may vary depending on location and time of year. Delivery to areas outside major cities, or where your item is dutiable or is held in Customs, may take longer.

For purchases made outside of New Zealand, Caithy is not responsible for taxes, customs charges, duties, and restrictions that vary from country to country and result from the importation of certain products.


What payment methods do you take?

We accept AMEX, VISA and MasterCard through Paypal. You can also pay by Debit Card through PayPal option. We have Latipay for payment directly using Chinese bank cards or bank accounts. For security information, read our terms and conditions.


Any alternative method to make the payments?

Payments can be made by internet banking to Caithy Organics NZ Limited A/C no. 12-3077-0799352-00 at ASB Bank.


Can I cancel my order?

You may cancel your online order provided the order has not been dispatched. We will refund the cost to your bank account (to be informed by you).  Please contact us as soon as possible to check whether your order can be cancelled or not. If it is always in dispatch/courier, it can't be cancelled. You can return the order (as in original packaging unopened) using your own courier within 2 days after you receive. Once we receive and find the products are in okay i.e. undamaged, unopened & in unused condition, we will refund the amount (minus delivery costs)


How long will it take for my order to be processed?

Orders placed between Monday to Friday will be processed for dispatch within 48 hours.  Orders placed over the weekend or on public holidays will be processed on the following business day.


How will I know when my order has been shipped?

We'll send you an email to let you know that your product has been dispatched.


What happens if I'm not happy with the product I receive?

We make every effort to ensure that your purchase arrives in perfect condition. Should you experience a problem with your order, please contact us and we will do our utmost to resolve any issue.


If within 2 days you are not satisfied with your purchase, please return it to us for a full refund for the unopened product(s). Please note: we cannot refund postage and packaging.


My shipment arrived damaged, what should I do?

We will always make every effort to ensure that our high-quality products arrive to you in perfect condition. Should you experience a problem with your order please contact us. info@caithyorganics.com


Why it can’t be 100% organic product?

Organic actually refers to agricultural produce so can only refer to ingredients which are farmed. Water, minerals, salt and clay, though natural, but can’t ever be Organic and also there aren’t always certified organic alternatives for every ingredient, so many of the products also can’t be 100% Organic.


Send us an enquiry - we'd love to hear from you.  Read our terms and conditions as well.