Shipping policy

Goodbye has been a New Zealand business since 1999. After years of sending parcels on e-mail inquiry to people who’d found our product here in NZ, in 2010 we set up an on-line shop to make things easier on all of us. Since then, we’ve been shipping product to all kinds of surprising (to us) places.

MOST of our shipments go just as planned…. you order, pay, we ship, it arrives, you’re happy. We’re happy.

Sometimes, things go pear-shaped. And we’ve seen a few things that have made us cry. Below is our best effort to outline the framework you can expect for normal delivery, and our safety net for when things depart from plan.

If you have any questions anywhere along the way, you are most welcome to contact us at support@goodbye.co.nz

We’re real people who really care. As a family run business, with busy kids, and school-like office hours, it may take a day or so to get back to you.

NZ and International orders

We sell our products both to NZ and many overseas locations, but not everywhere.

Payment Methods

We accept secure payment via Shopify Shop Pay, and never have access to your credit card details. Your order will be shipped once we have received cleared payment.

Shipping & Shipping charges

All New Zealand orders are sent via tracked domestic courier. International orders are shipped via DHL or FedEx tracked courier service.

New Zealand Customers

Orders under 70 NZD are charged at 7.50 NZD shipping (inc. GST)
Orders of 70 NZD and over receive free shipping to NZ addresses.

International Customers- We can't ship everywhere- and we're doing our best about the costs!

Update May 2026

Courier pricing and customs issues have more than doubled in the past year and brought us to trim our international sending options.

Small orders with a big shipping charge just don’t make sense to anyone. Make your order big enough to be worthwhile, our products make great gifts.

Australia: Orders under 120 AUD are charged 30 NZD (~25 AUD) for tracked courier. Orders above this receive free shipping.

Asia Pacific Region: Orders under 180 NZD are charged 60 NZD for tracked courier. Orders above this receive free shipping. Any entry, customs or duties are at the customer's expense.

USA: Minimum Order Amount 60 USD. Orders under 150 USD are charged 60 USD for tracked courier plus duties and taxes paid. Orders above this receive free shipping.

Canada: All orders charged a flat rate of 90 NZD (~80 CAD) to cover entry fee, duties and taxes paid as well as courier.

Europe including UK: Shipping is paused to this region. There is no courier option that makes sense.

Rest of World: If you are not in one of the above markets, we are paused on shipping further abroad.

Note re Goodbye SANDFLY:

In many markets Goodbye SANDFLY is classified as a pesticide. Although it can be used as a massage oil on children, the word repellent gets too much attention and is associated with harmful chemicals. If you do not see this option in our shop, we have added Advenchur Travel Spray to those markets. It's the same product, but labelled to look less scary to officials.

Delivery Times

We do our best to get your order to you as quickly as possible, shipping every single business day. To help with expectations, please allow:   

For NZ customers, please allow 3 working days for delivery. (Allow 1-2 extra days for Rural Delivery.) If the order is small, we’ll send them “No Signature Required” so that they are easy to get at home. If they are larger, you may be required to sign on receipt, or take a card to the post office to retrieve.

For International customers, shipping times are 10-15 working days. Orders are despatched via tracked and insured service depending on the location, and you may be required to sign on receipt.

We cannot guarantee delivery by a particular date. If you are going away, please allow sufficient time or arrange an alternative address for your order to be delivered.

Changes, Cancellations, Returned Orders, Wrong Address, Faulty Product

We work to make sure you get beautiful product at your door in good time. Every once in a while, something goes awry. Please let us know what is happening, and we will work with you to reach a resolution. Please see our FAQs list to pick the situation for which you want more information. You can start a conversation at support@goodbye.co.nz

Taxes, Customs, Duties and Excise (oh my!)

All orders within NZ include GST.

International orders are Exempt from GST, however some countries may incur an import or duty tax.

It is up to you to determine how your own country's Customs service will handle your parcel on entry. For Canada and the United States we send packages with duties and taxes paid as part of the shipping charge. These countries have set processing fees which makes sending small orders impractical. If you are not in these countries, you are responsible for payment of any import or duty charges applied for the parcel to reach you. Please check if you are concerned, so that you won’t be disturbingly surprised.

FAQs for common questions about our shop

Where else can I buy Goodbye PRODUCTS in New Zealand?

In New Zealand about 700 shops carry Goodbye SANDFLY. It is the #1 selling natural bug repellent in NZ, and can be found in many sports stores, health shops, pharmacies, tourist shops and heaps of grocery stores: most Countdown, New World, PaknSave, Four Square, SuperValue and FreshChoice.

Goodbye Manuka OUCH Balm and Sun Balm Natural Sunscreen are also in many health shops, pharmacies and grocery stores in New Zealand.

Where else can I buy Goodbye PRODUCTS outside of New Zealand?

We don't have retailers established outside of New Zealand. Some of our devoted customers get friends to bring product when they travel. Some combine orders and share costs to get a package. It's still the network of a community (we call is a Neighborhood) that makes getting our products possible.

I want to make a change to my order

If we haven’t already sent it, you can do that. Please contact us immediately at support@goodbye.co.nz. If your order has already been despatched, you will either have to set up a new order for additional items, or else return any unwanted items once you receive them. We recommend you return the goods via courier or registered post. We are not responsible for any damage or loss in transit to us, and will refund the price of the items only on receipt of the items in satisfactory condition. We will not refund any courier/delivery costs.

I want to cancel my order

Please contact us immediately if you want to cancel your order. If your order has already been despatched, please ensure you return all items unopened and unused within 30 days. We recommend you return the goods via courier or registered post. We are not responsible for any damage or loss in transit to us, and will refund the price of the items only on receipt of the items in good condition. We will not refund any courier/delivery costs.

What should I do if my order doesn’t arrive within the expected time?

Please allow one week for NZ and three plus weeks for International delivery. If your order hasn’t arrived in 10 working days, we put a track on it from our side to try to see what’s happening. If it’s been 10 working days, you can contact us at support@goodbye.co.nz

Can I track my delivery?

If we send via a tracked service, you will receive an e-mail with your tracking number. If you need help chasing it down, please contact us at support@goodbye.co.nz

My order has arrived damaged or has leaked

Please contact us within 7 days of delivery with details of the damage, and photos. We will endeavour to resolve the matter as quickly as possible, either by refunding or immediately replacing the items depending on the situation. Ensure you retain the packaging and the damaged item(s) until we’ve resolved the issue.

I want to return an item(s)

If you’ve gotten an item that you are just not happy with, for any reason, let us know and return it to us within 30 days with a brief “WHY”. We recommend you return the goods via courier or registered post, packed beautifully so that they arrive in good condition. On receipt of goods, we will refund the item amount plus the item’s shipping portion of the order.

Oops, I gave you the wrong address. Or Oops, I was away and could not collect the parcel when the notice was left at my house.

We accept no responsibility if your order cannot be delivered if you are not home or if you have supplied us with incorrect or incomplete address details. Our service will do their best to get your parcel to you, but if it fails to find you, it will return the product to us adding another shipping charge. At this point, we will calculate the price you paid for the product less the actual shipping it cost to get it to you and back to us. If the product is worth less than the sum of the shipping, we will not refund any of your order. If the product is worth more than the shipping, we will refund the difference to you. Knowing this, check the address you give us carefully, and make sure someone is ready to find it when the delivery service leaves a card for pickup.

Why is international shipping so expensive?

Unfortunately our international courier prices from NZ sometimes make it difficult to justify the cost particularly for smaller orders. It really only makes sense when you want enough product. We regularly review our shipping options and providers, however transportation costs show no sign of easing at this time.

How do I become a wholesale customer?

Becoming a wholesale customer has several criteria, especially for international wholesale customers. Having said that, if you plan to order more than 500 USD, please let us know and we’ll either direct you to a distributor, set up a wholesale account or custom quote your order.

Do your products have an expiry date?

Our products are all labelled with a batch and expiry date. Our expiry dates are 30 months from manufacture, anything we ship will have at least 2 years until the best by date. We have bottles that are still good after 4 years, but it really depends on how they are handled in the sun and heat. They prefer cool and shade.