Shipping policy

Thank you for choosing RORY BANCROFT. Based in Christchurch, New Zealand, our online store focuses on retailing premium chilled and frozen fresh seafood. We abide by strict order handling protocols and adopt professional insulated cold-chain packaging with ice packs to fully preserve seafood freshness, striving to deliver all orders safely and steadily while complying with standard New Zealand logistics schedules.
Order Processing Time
We finalize order verification, commodity inspection and sealed cold-chain 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 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. The exact logistics cost will be automatically calculated and displayed on the checkout page before payment confirmation. All seafood orders will be delivered via professional New Zealand cold-chain courier service. Urban areas take 2 to 5 business days for delivery, while rural and remote areas require longer transit time, subject to actual logistics status. 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. RORY BANCROFT 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 boxes for perishable seafood products.
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. Normal melting of ice packs during cold-chain transportation does not affect seafood quality and is not regarded as product damage. If you receive damaged packaging or deteriorated seafood 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.
Seafood Storage and Handling Notice
All seafood products are equipped with professional storage and thawing guidelines. Customers shall store, thaw and cook products in accordance with official instructions. We reject after-sales claims for seafood deterioration, spoilage or quality problems caused by improper storage, delayed parcel collection, incorrect thawing methods and rough manual handling.
Domestic Cold-Chain Shipping Notice
We provide professional cold-chain shipping services for seafood across New Zealand. Remote rural areas may generate additional rural delivery surcharges, and we will inform customers in advance before shipment. As seafood is highly perishable, customers are required to collect parcels in a timely manner after delivery. We will not be responsible for seafood spoilage caused by customers’ failure to pick up parcels on time.
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: RORY BANCROFT
Phone number: +64 22 416 8275
Email: info@rorbanc.shop
Physical address: 80 Chartwell Street, Burwood, Christchurch 8083, New Zealand