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Shipping Policy

Shipping Policy

Last updated: 9 June 2026

Thank you for shopping with Mineral Lagoon.

Mineral Lagoon is operated by Alfa Group NZ Ltd, a New Zealand registered company.

We ship mineral specimens throughout New Zealand and to selected international destinations. Because mineral specimens vary considerably in size, weight, structure and fragility, shipping charges are calculated according to the individual order.

1. Shipping destinations

Mineral Lagoon ships within New Zealand and to selected countries worldwide.

The availability of international shipping may depend on:

  • the destination country;
  • import restrictions;
  • the selected mineral specimen;
  • parcel weight and dimensions;
  • carrier availability; and
  • customs requirements.

Shipping availability is confirmed during checkout where possible.

If shipping cannot be arranged to the selected destination, we will contact the customer as soon as reasonably possible.

2. Shipping charges

Shipping charges are calculated according to factors including:

  • destination;
  • parcel weight;
  • parcel dimensions or volumetric weight;
  • packaging requirements;
  • carrier service;
  • rural or remote-area surcharges;
  • signature requirements; and
  • other applicable carrier fees.

The shipping charge displayed during checkout is based on the available information at the time the order is placed.

For unusually large, heavy, fragile or non-standard items, we may contact the customer if additional shipping arrangements or charges are required before dispatch.

3. Order processing and handling

Orders are normally prepared for dispatch within the handling period stated during checkout or in the applicable shipping policy.

Handling time begins after:

  • payment has been confirmed;
  • the delivery address has been verified where necessary; and
  • any requested shipping arrangements have been agreed.

Orders placed after the daily cut-off time, on weekends or on public holidays may begin processing on the next applicable business day.

Delivery estimates do not include delays caused by customs, weather, carrier disruption, incorrect addresses or circumstances outside our reasonable control.

4. Tracking

All dispatched parcels are sent with tracking where tracking is available for the selected service.

The tracking number will normally be provided after the order has been processed and handed to the carrier.

Tracking information may take time to become active after dispatch.

Customers are responsible for monitoring the tracking information and contacting us promptly if a delivery problem becomes apparent.

5. Signature on delivery

A signature service may be available depending on the carrier, destination and selected delivery service.

If you require a signature on delivery, please notify us in the order comments or contact us immediately after placing the order and before dispatch.

Additional charges may apply for signature services.

If no signature is requested or included with the selected service, the parcel may be delivered without obtaining a signature, according to the carrier’s delivery procedures.

Mineral Lagoon is not responsible for loss occurring after a parcel has been recorded as delivered to the correct address, except where liability cannot legally be excluded.

6. Packaging and protection


Mineral specimens are naturally delicate and may contain the following:

  • fine crystals;
  • fragile points;
  • clefts;
  • thin formations;
  • delicate matrix material;
  • exposed edges; or
  • other sensitive structures.

We take considerable care when preparing every order for dispatch.

Each specimen is packed using protective materials selected according to its:

  • size;
  • weight;
  • shape;
  • crystal structure;
  • fragility; and
  • transportation requirements.

We use sufficient protective packaging to support safe and secure transportation. However, no packaging method can completely eliminate every risk associated with courier handling and long-distance transportation.

If you require special packaging, additional protection, particular labelling or another reasonable shipping arrangement, please contact us before placing your order or immediately after purchase and before dispatch.

Additional charges may apply where special materials or handling are requested.

7. Reused and recyclable packaging

Mineral Lagoon supports responsible packaging practices and aims to reduce unnecessary waste.

Where suitable, clean and hygienic, we reuse packaging materials that remain appropriate for protecting mineral specimens during transportation.

Reused packaging may include:

  • clean boxes;
  • protective wrapping;
  • cushioning materials;
  • paper;
  • inserts; and
  • other suitable packing components.

All reused materials are assessed for suitability before use. We do not use reused packaging where it would compromise the protection, presentation or hygiene of the order.

We encourage customers to reuse, recycle or dispose of packaging materials responsibly in accordance with local recycling requirements.

8. Printed invoices and additional printed material

To reduce unnecessary paper use, printed invoices or promotional materials may not be included automatically.

If you require a printed invoice, please request it in the order comments or contact us before dispatch.

You may also request available printed materials, such as:

  • a business card;
  • basic mineral information;
  • care information; or
  • other available printed material.

We will make reasonable efforts to accommodate such requests, but availability is not guaranteed.

9. Delivery estimates

Delivery timeframes shown during checkout or in Merchant Center are estimates only.

Estimated delivery time may include:

  • order handling time; and
  • carrier transit time.

Delivery may take longer because of:

  • customs processing;
  • import inspections;
  • remote or rural destinations;
  • public holidays;
  • severe weather;
  • carrier congestion;
  • security checks;
  • incorrect or incomplete addresses;
  • unpaid customs charges; or
  • other events outside our reasonable control.

Mineral Lagoon does not guarantee delivery on a specific date unless a separate written agreement has been made.

10. Rural and remote delivery

Additional rural, remote-area or extended-area charges may apply depending on the delivery address and carrier.

Where such a surcharge is identified before checkout, it may be included in the shipping charge.

If a carrier identifies an additional rural or remote surcharge after the order has been placed, we may contact the customer before dispatch to request payment of the additional amount.

11. Incorrect or incomplete addresses

Customers are responsible for providing a complete and accurate delivery address.

Shipping labels are generated using the delivery information supplied during checkout.

Mineral Lagoon is not responsible for delays, loss, misdelivery or return of a parcel caused by:

  • an incorrect address;
  • an incomplete address;
  • an incorrect postcode;
  • an omitted apartment or unit number;
  • an incorrect recipient name; or
  • other inaccurate delivery information supplied by the customer.

Where a parcel requires redirection, redelivery or return because of an address error, the customer may be responsible for the resulting carrier and shipping charges.

12. International shipping

International customers are responsible for checking whether the ordered products may legally be imported into the destination country.

International delivery may be affected by:

  • customs clearance;
  • import restrictions;
  • import documentation;
  • destination-country laws;
  • carrier requirements; and
  • government inspections.

Unless an order is expressly sold on a duties-paid basis, the recipient is responsible for:

  • import duties;
  • tariffs;
  • taxes;
  • customs-clearance fees;
  • carrier processing fees;
  • carrier disbursement or advancement fees; and
  • other charges imposed by the destination country or carrier.

These charges are not normally included in the product price or international shipping charge unless expressly stated.

Refusal to pay applicable import or carrier charges may result in the parcel being delayed, returned, abandoned or disposed of according to the carrier’s or customs authority’s procedures.

13. Restricted or prohibited imports

Customs and import regulations vary between countries.

Some minerals, natural materials or related products may be prohibited, restricted or require permits in certain destinations.

Customers are responsible for checking applicable import requirements before purchasing.

Where we are aware of a particular restriction, we may include relevant information in the product description. However, Mineral Lagoon cannot guarantee that every destination-country restriction will be identified in advance.

14. Customs delays

Customs processing is controlled by the destination country and is outside Mineral Lagoon’s direct control.

Mineral Lagoon is not responsible for delivery delays caused by:

  • customs inspection;
  • customs documentation review;
  • import assessment;
  • unpaid duties or taxes;
  • restricted-goods checks; or
  • other government procedures.

We will provide reasonable assistance where information or supporting documents are required for customs clearance.

15. Lost or delayed parcels

If tracking information indicates that a parcel may be delayed or lost, please contact us promptly.

We will submit an investigation request to the relevant postal or courier service where appropriate.

Carrier investigations and compensation claims are governed by the carrier’s:

  • procedures;
  • evidence requirements;
  • exclusions; and
  • time limits.

For international parcels, contact us no later than 20 days after dispatch so that we can begin an investigation within the applicable carrier claim period.

Further details concerning lost parcels, damaged items and available remedies are provided in our Return and Refund Policy.

16. Parcels damaged in transit

If a parcel arrives damaged, contact us within two calendar days of delivery.

Please retain:

  • the mineral specimen;
  • all inner packaging;
  • all outer packaging;
  • the shipping label; and
  • any documents supplied with the parcel.

Please provide clear photographs showing the condition of the parcel, packaging and product.

The carrier may require an inspection or additional evidence.

Further information is available in our Return and Refund Policy.

17. Delivery refusal or unclaimed parcels

If a customer refuses delivery or fails to collect a parcel, the carrier may return it to us or dispose of it according to its procedures.

Where a parcel is returned because of:

  • refusal to accept delivery;
  • failure to collect it;
  • unpaid import charges;
  • incomplete customs clearance;
  • an incorrect address; or
  • another issue caused by the recipient,

the customer may be responsible for:

  • original shipping charges;
  • return-shipping charges;
  • customs fees;
  • carrier processing fees; and
  • redelivery costs.

Any refund will be considered only after the product has been returned and inspected in a resalable condition.

18. Contacting us

To request special packaging, signature delivery, printed materials or assistance with a shipment, please contact Mineral Lagoon using the contact details published on our website.

Please include:

  • your name;
  • your order number, where available;
  • the destination country;
  • the nature of your request; and
  • any relevant delivery instructions.

We will review your request and respond as soon as reasonably possible.