Shipping

Shipping information

After 20 years and millions of orders to customers around the *world, we know how important shipping is. Unfortunately, there are currently delays with shipping to many countries, which is frustrating for both us and our customers. Much of it is out of our control, but we're doing everything we can to get you, your orders as fast as possible, including:

• A commitment to dispatching orders within one business day
• Expanding our DHL Express Courier delivery option to more countries
• Reducing the order value needed to qualify for free courier

Shipping with DHL Express Courier^*

Country	Order Value	Cost	Target Delivery Time to Country (Business days)
USA (Excluding all US territories including Puerto Rico.)	Over USD $125+	FREE	3 - 5 days
	USD $100 to $124.99	USD $7.50
	Under USD $100	USD $15.00
Canada**	Over USD $125+	FREE	3 - 5 days
	USD $100 to $124.99	USD $7.50
	Under USD $100	USD $15.00
Ireland	Over USD $150+	FREE	3 - 5 days
	USD $100 to $149.99	USD $15.00
	Under USD $99.99	USD $22.50
Asia (Singapore, Hong Kong, Japan, Taiwan, South Korea***)	Over USD $150	FREE	3 - 5 days
	USD $100 to $149.99	USD $7.50
	Under USD $99.99	USD $17.50
Rest of the world Includes Thailand, Malaysia, and Philippines. If you are unsure if you can ship with courier, please contact us.	Over USD $150	USD $28.50	3 - 5 days
	Under USD $149.99	USD $35.00
NZ, Australia & UK	You are currently on our global website. Please follow the links to our local websites for orders to Australia, New Zealand and the UK.

Xtend-Life is utilizing the DHL GoGreen Climate Neutral service to combat climate change by offsetting emissions throughout the transportation of their shipments through DHL.

With each shipment, DHL makes a corresponding contribution to a climate protection project through investments in verified and high-quality projects.

*Please note : Irrespective of your preferred shipping method, duties, taxes + handling fees may apply. It is the customer’s responsibility to understand the regulations around importing into your country of residence. If you are unsure; please ask your local Customs authority for information on de minimis thresholds and if duties, taxes or any other charges will be applied to your order.  Any costs that may be charged by your Customs Authority are the responsibility of you, the customer.

**If you are shipping to Canada using DHL Express Courier and haven’t done so already and , once you have placed your order please [click here] to set up your Power of Attorney. This will allow DHL to move your order through Customs. You will only need to do this once.

*Please note : Irrespective of your preferred shipping method, duties, taxes + handling fees may apply. It is the customer’s responsibility to understand the regulations around importing into your country of residence. If you are unsure; please ask your local Customs authority for information on de minimis thresholds and if duties, taxes or any other charges will be applied to your order.  Any costs that may be charged by your Customs Authority are the responsibility of you, the customer.

Order confirmation emails

As soon as you confirm your order an automated confirmation email will be sent. This allows you to check the accuracy of your order and shipping address and for tracked items it will display your tracking number. If you don’t receive this email soon after placing the order, please check your junk mail folder. If for some reason you are unable to locate this email please contact our Customer Care team.

Tracking your order

We offer a free Track and Trace shipping service for orders over USD$100 to the US and Canada enabling you to monitor your parcel every step of the way. This is a free service that comes with standard shipping. DHL express courier delivery also offers tracking. Your tracking number will be provided in your shipping confirmation email and you can start tracking your order approximately within a few hours after it has been dispatched.

Our distribution team are always working through options for other countries and we hope to be able to offer a similar method for other parts of the world soon.

Restricted products for some Countries

***Xtend-Life no longer holds necessary regulatory registration to enable selling Organ Ultra and Pure New Zealand Sheep Placenta into the Korean market.

Import duties - possible restrictions

There are some countries where it is possible you may have to pay import taxes, customs duty, GST (VAT) or quarantine fees upon receipt of your product. These charges are separate from the Xtend-Life shipping charge and we have no control or influence on these charges and their application and payment of these charges are the responsibility of the person receiving the order. Please refer to your local Customs office for more details on any import taxes or any potential additional charges that you may incur.

Each country has different regulations about buying products from other countries. You are responsible to ensure that buying nutritional supplements from New Zealand is allowed. In regard to the Xtend-Life Skincare range, we are able to distribute this worldwide. If you have any questions, please contact our Customer Care team.

If the customs office in your country returns your order to us - either because you did not have permission to import such supplements or because such supplements are banned, we will refund your credit card as per our refund policy.

Declaration of value and contents

We declare the full value of your order on the shipping declaration label and documents. We label the contents as "Dietary Supplements" and/or "Cosmetics".

Military address

We are able to ship our products to U.S. Military APO/FPO/DPO addresses.

When completing your Shipping Address during checkout, please make note of the following:

• The City must be entered as either "APO" "DPO" or "FPO"
• The State must be selected as either "AA" "AE" or "AP"
• You must enter your Zip code
• Always remember to enter your full name, grade, and PSC or unit number
• Enter your country as "United States of America"

Please note, orders shipped to an APO/FPO address may take longer to be delivered. Please allow up to 3 weeks for your package to arrive.

Missing orders

There is no risk to you! If tracking shows that your order has not been delivered within the expected shipping time, please notify our Customer Care team to allow us to commence an investigation. Thereafter, we will replace any lost order free of charge.

In most cases the replacement can be shipped after an investigation is completed.

Xtend-Life takes no responsibility for orders that are stolen once delivered. Proof of delivery is indicated by the tracking information provided by the shipping service. Therefore, no refund or replacement would be forthcoming.