Frequently Asked Questions

General

Key reasons you should shop with Deep Blue Health?
We specialise in natural health supplements - Deep Blue Health New Zealand Limited offers pure, potent and traceable natural health supplements, to people around the world. We offer a large range of products that help our customers achieve true health results. We hope that you will have a fantastic and easy shopping experience with us.

Excellent customer service - Customer care is our number one priority! We receive positive feedback from our customers on a regular basis and we get a large number of repeat business from our loyal customers.

We stock our own inventory - Every product on our website is stocked in our warehouse. This allows us to dispatch orders quickly and keep our quality control high.

Well established company - You can rest assured that you are buying products from a professional company. We always strive to do right by our customers.

Why should I buy products from New Zealand?
New Zealand has earned itself a reputation as a ‘clean and green’ environment which means that the active ingredients in our products are of pure and high quality.

Where is Deep Blue Health located?
We are located at 36C Apollo Drive, Mairangi Bay, Auckland, New Zealand.

If I am on any medication, should I purchase products from your website?
It is very important that you consult your healthcare professional before using any new product.

Do I need to seek further advice or information outside this website in relations to me or my health condition?
This health information provided on this website in intended as a guide only. We do not recommend that you self-diagnose, especially if you are on any form of medication. If you have any health concern or undiagnosed sign or symptoms, please consult your healthcare professional.

Can I suggest a product that I would like you to stock?
Yes, definitely.  Deep Blue Health is always looking to expand on its current product range so would gladly like to hear from you. Please contact us via our Contact Us page.

How do I stay informed about special offers?
We suggest that you subscribe to our mailing list via the subscription box on the footer of our website. We do not inundate you with email. We only email when we have a special offer or important information about our products or website to update you on.

Payment, Pricing and Security

What happens to my personal information?
Your personal details will remain secure and confidential. Personal information collected from us is used to assist with the processing of your orders and to further improve on your shopping experience with us.

Are my credit card details secure?
Yes, your credit card details are very secure. We do not see your or store your credit card data. We use internationally recognised, secure Payment Gateways - Stripe, Shopify Payments and PayPal to process your credit card transactions.

Do the prices shown on your website include GST?
Yes, all prices shown on our website are GST inclusive (which is currently at 15%). If the GST rate changes we will immediately amend our product prices.

Product

What is the shelf life of your supplements?
Please refer to the expiry date on our product label. Our products are guaranteed to retain their potency, if stored correctly, until the expiry date stated on the label.

How should I store the supplements?
Health supplements need to be stored in a cool, dry place, below 30 degrees Celsius. Please keep away from direct sunlight.

Why do some supplements have a strong odour?
Deep Blue Health supplements are a concentrated form of natural substances therefore some supplements can have a noticeable odour. The odour may be a result of the active ingredient in the health supplement.

What are your capsules made of?
Deep Blue Health active ingredients are generally encapsulated in gelatine based capsules, either in hard gel or soft gel. Our hard gel capsules generally contain dried or powdered ingredients and our soft gel capsules typically contain liquids or oil. Our gelatine capsules are animal-based NZFSA approved gelatine.

Certain Deep Blue Health active ingredients are also encapsulated in vegetarian capsules and ocean capsules. The products that are encapsulated using these options are clearly stated on our website and on our product labels.

Delivery

How long does it take to receive an order within New Zealand?
Once we receive your order, it takes approximately between 24-48 hours to prepare and dispatch your order.  Unless there is an issue with your order, within New Zealand the approximate delivery time after dispatch is between 1-3 working days.

How long does it take to receive an international order?
International delivery can vary between 3 -14 working days depending on where your order is being sent.  It is your responsibility to ensure that the products you have ordered are not prohibited or restricted in your country. Deep Blue Health accepts no responsibility for import duties and taxes associated with your product order. Please see the Delivery page for more details.

What do I do if I think my order is missing?
If your order has not arrived within a reasonable time frame, please follow the 3 steps below:

• Check with your local post office as your parcel may be waiting there
• If a tracking number has been provided, please use this to follow-up on your parcel
• Please also check with your local customs office as your parcel maybe held up by them

Once you have been through the 3 steps and still have not resolved your missing parcel issue, send us a message via our Contact Us page and we will endeavour to track your missing order as soon as possible.

What is your Return Policy?
If you are unsatisfied with your product purchase, you may return or exchange the purchased items under the following conditions:

• Products must be returned within 14 days of receipt (for New Zealand customers)
• Products must be returned within 30 days of receipt (for Rest of the world customers)
• All products to be returned or exchanged as new (i.e. :unopened, unused and in resalable condition)
• Postage and delivery costs are non-refundable
• We will provide free return shipping for product exchanges if your return is a result of an error on our part such as when we have sent you the incorrect or damaged item. In other cases, a return postage fee will apply

Once your return has been received, a credit or refund will be issued within 30 days and an email confirmation will be sent to you.

What happens when there is a delay in my delivery due to stock issues?
Where there is a delay in your delivery, we will contact you via email to advise you of the situation and the options available to you. You may wait till the product is available or we could replace it with a substitute product.