Shipping policy

Thank you for choosing EZRA NGUYEN. Based in Auckland, New Zealand, our online store specializes in selling fresh fruits, vegetables, chilled dairy products, frozen meat and other daily fresh groceries. We follow rigorous order handling standards and adopt insulated refrigerated packaging with ice packs and shockproof materials to preserve the freshness and intact condition of fresh food, striving to deliver all orders safely while strictly adhering to planned logistics timelines.
Order Processing Time
We complete order verification, fresh goods quality inspection, temperature-controlled packaging and sealing within 1 to 2 business days after payment is confirmed and orders are finalized. Order processing will be paused during New Zealand weekends and official national public holidays. During major promotional periods and order volume spikes, fresh goods preparation may experience minor delays. We will promptly send email notifications to customers once significant delivery delays take place.
Shipping Rates and Delivery Estimates
Shipping charges are calculated according to total package weight, package volume, product temperature preservation requirements and delivery destination. The precise logistics fee will be automatically computed and displayed on the checkout page prior to payment confirmation. All fresh grocery orders are shipped via dedicated fresh cold chain logistics services. The estimated delivery time is 7–12 business days, which is subject to the actual logistics transportation situation. The quoted delivery duration is merely for reference. Actual receipt time can be influenced by logistics operational issues, cross-border customs clearance inspections, extreme weather conditions, regional transportation controls and official holidays.
Shipment Confirmation and Order Tracking
Once our warehouse hands over temperature-controlled parcels to designated cold chain logistics partners, you will receive an official shipping confirmation email containing your unique tracking number and logistics query portal. Owing to cross-platform data sync delays, parcel tracking details will be updated and available for checking within 24 to 48 hours after dispatch. If tracking information fails to load properly, you can reach out to our customer support team to apply for manual parcel tracking inquiry.
Incorrect Address Disclaimer
You are required to fill in accurate, full and valid delivery addresses, postal codes and contact phone numbers at checkout, and carefully verify all delivery information before submitting your order. EZRA NGUYEN takes no responsibility for misdelivery, delivery failure or parcel loss resulting from inaccurate or incomplete information provided by purchasers. If parcels are returned to our warehouse due to address mistakes, buyers shall cover all extra reshipping expenses on their own.
Lost or Damaged Fresh Parcels
If your fresh goods parcel goes missing or cannot be tracked throughout international transportation, please submit a loss claim application to our customer service team within 5 days after the scheduled delivery date. Long-distance cold chain transit may lead to goods thawing, squeezing damage or package breakage for fresh produce. If you receive deteriorated, spoiled or damaged fresh items, kindly keep the original insulated packaging intact and take clear proof photos within 24 hours upon parcel receipt. Our team will carry out thorough verification and provide corresponding solutions without delay.
Fresh Food Storage & Consumption Guidelines
All fresh groceries come with attached storage and consumption instructions tailored to different categories including fresh fruits, vegetables, chilled dairy and frozen meat. Please store, thaw and consume all products in accordance with our official guidance. We do not accept after-sales requests for food spoilage, deterioration, flavor loss and quality damage caused by improper storage, incorrect thawing methods or prolonged placement after parcel receipt.
International Shipping and Customs Notice
We offer worldwide cross-border cold chain shipping services for all fresh food items. International shipments may incur import duties, customs clearance administrative fees and other statutory charges stipulated by the destination country. All customs-related fees shall be borne solely by the recipient, these expenses are not included in commodity prices and settled shipping fees. We shall not be liable for parcel detention, customs seizure, rejection clearance and subsequent losses incurred when buyers fail to abide by local import customs declaration rules and fresh food entry regulations.
Contact Information
Should you have any inquiries regarding shipping policies, logistics progress, delivery arrangements and fresh food after-sales matters, please get in touch with us through the official channels listed below:
Trade name: EZRA NGUYEN
Phone number: +64 22 185 3749
Email: info@ezrtek.shop
Physical address: 22 Norrie Avenue, Mount Albert, AUK, Auckland 1025, New Zealand