Shipping policy

Thank you for choosing THOMAS SINGH. Based in Christchurch, New Zealand, our online store focuses on retailing fresh chilled and frozen groceries, including New Zealand pastoral meat, seasonal fruits and seafood. We abide by strict order handling protocols and adopt professional cold chain shock-absorbing insulated packaging equipped with dry ice and ice packs to keep constant low temperature during transportation, fully preserve the freshness of fresh goods, striving to deliver all orders safely and meet expected 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 due to cold chain resource tension. 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, fresh goods temperature control demand and delivery destination. The exact logistics cost will be automatically calculated and displayed on the checkout page before payment confirmation.
All fresh orders will be delivered via dedicated international cold chain shipping service, with an estimated delivery period of 15 business days, subject to actual logistics status.
The stated delivery time is for reference only. Actual arrival time may be affected by logistics provider operational failures, cross-border customs quarantine inspections, 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.
THOMAS SINGH 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 cold chain fees and fresh commodity losses independently.
Lost or Damaged or Thawed Fresh Packages
If your fresh parcel is missing or untraceable or thoroughly thawed and deteriorated during international transit, please submit a loss investigation request to our customer service within 5 working days after the scheduled delivery date.
Long-distance transportation may cause extrusion damage, packaging rupture and ice pack loss leading to partial thawing of fresh products. If you receive damaged or spoiled goods, please retain the original outer cold chain 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.
Fresh Storage and Usage Notice
Each parcel is attached with exclusive fresh preservation and thawing guidelines, covering chilled meat, seafood, seasonal fruits and other mainstream fresh categories. Customers shall store, thaw and consume products following official prompts. We reject after-sales claims for product deterioration, discoloration and spoilage caused by improper preservation, wrong thawing ways and overdue consumption.
International Shipping and Customs Notice
We provide global cross-border cold chain shipping services for all fresh merchandise. Overseas shipments may generate import tariffs, customs clearance handling fees, quarantine fees and other statutory charges required by destination countries.
All customs-related expenses are borne by order recipients, and such fees are not included in product prices and settled shipping costs. We will not be responsible for parcel detention, customs rejection and relevant losses arising from buyers' non-compliance with local food import declaration regulations.
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: THOMAS SINGH
Phone number: +64 22 461 9085
Email: info@thomsi.shop
Physical address: 65 Barbour Street, Waltham, CAN, Christchurch 8023, New Zealand