Shipping and delivery policies for all products expect the OSM Postcard Pack are set out below. For shipping information on the OSM Postcard Pack please head here.

Shipping
We aim to get your order to you as fast as possible. We use New Zealand Post | CourierPost for our deliveries.

Shipping throughout New Zealand is free! We work incredibly closely with New Zealand Post to secure fantastic shipping rates which allow us the ability to not charge on any fees to you, the customer.

International Orders
When ordering from osm.nz, you’re responsible for assuring the product can be lawfully imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the destination country. Depending on the destination, additional taxes, import duties or fees may apply. Cookie Time International Limited (CTIL), the operator of osm.nz, will not be held responsible for additional taxes, duties or fees, nor for any delays caused by customs. Customs policies vary widely from country to country. If we become aware of a common customs issue in a destination country we will endeavour to alert you to this, however you should contact your local customs office for more information.

For items heading to the USA, an FDA prior notice number is required. This is obtained by CTIL and noted on the package label. Please note this may delay dispatch of your item. We will contact you should the dispatch be outside of our expected timeframes.

Dispatch
Please note that business days are classed as Monday-Friday and exclude statutory holidays. We endeavour to dispatch orders received before midday (New Zealand time), on any business day that day. However, this may not happen for a variety of reasons and you should allow 2-3 business days for an order to be dispatched. We will communicate with you should the dispatch date be longer than three business days from your order date.

Delivery
The delivery times noted below are the indicative timings advised by New Zealand Post | CourierPost. Orders are packed and dispatched in Queenstown. CTIL cannot be held responsible for deliveries not made during this timeframe. Delivery times will be impacted by statutory holidays in New Zealand and also in the destination country for international orders.

New Zealand

• Delivery target of 2-4 working days for the South Island, 2-4 days for the North Island
• Delivery to rural or remote rural areas may take longer.

International
You will be able to select your preferred delivery service from the shopping cart. Please note through osm.nz not all services are available to all destinations. The full range of services and expected delivery timeframes are as follows. For more information see www.nzpost.co.nz/personal/sending-internationally

Tracking your order

New Zealand: We will send you a dispatch email once we have processed your order which will include the track and trace number. This will give you full visibility of your order’s progress.

International: We will send a dispatch email once we have processed your order. Items sent using a tracked service can be tracked through New Zealand Post’s online tracking tool. As New Zealand Post does not control all parts of the delivery chain, tracking updates from certain countries may not be available. In these cases, you can try tracking your item on the destination country’s tracking system.

Order history
If you are a member of osm.nz, you can view your order history at your member account/profile page.

Lost or damaged goods
If your order does not turn up in the expected timeframe, where possible please use the track and trace number to check on its status. If your order is advised as lost or is damaged in transit please contact us on info@cookiebar.co.nz so that we can assist you.