Shipping policy

Thank you for choosing SOPHIE BROWN. Based in Auckland, New Zealand, our online store specializes in selling fresh aquatic products and chilled frozen fresh food. We follow rigorous order processing standards and adopt professional insulated cold chain packaging with ice packs and shockproof materials to keep fresh products stable in temperature during transit, striving to safely deliver all fresh orders and fulfill the scheduled logistics timeline.
Order Processing Time
We complete order verification, commodity quality inspection, cold chain packaging and sealing within 1 to 3 business days after payment is confirmed and the order is finalized. Order handling will be suspended during New Zealand weekends and national statutory holidays. During large promotional events and order surges, order preparation may be slightly delayed. We will send delay notification emails to customers promptly once obvious delivery postponement occurs.
Shipping Rates and Delivery Estimates
Shipping fees are calculated according to package weight, overall volume, delivery destination and cold chain transportation cost. The accurate logistics cost will be automatically calculated and displayed on the checkout page before you confirm payment.
All fresh food orders adopt dedicated cold chain logistics transportation. The estimated delivery cycle is 12 to 18 business days, subject to the actual logistics transportation status.
The stated delivery time is for reference only. Actual arrival time may be affected by logistics operation adjustments, New Zealand Ministry for Primary Industries biosecurity customs inspection, extreme weather, regional traffic control and official holidays.
Shipment Confirmation and Order Tracking
Once our warehouse hands over parcels to designated cold chain logistics partners, you will receive an official shipment confirmation email, which includes exclusive tracking number and logistics inquiry entrance.
Due to cross-system data synchronization delay, tracking information will be updated and available for query within 24 hours after shipment. If the tracking page cannot load data normally, you can contact our customer service team to apply for manual parcel inquiry.
Incorrect Address Disclaimer
Customers need to fill in accurate, complete and valid recipient address, postal code and contact phone number during checkout, and carefully check all delivery information before submitting orders.
SOPHIE BROWN will not bear any responsibility for misdelivery, delivery failure or parcel loss caused by wrong, incomplete recipient information provided by buyers. If parcels are returned to our warehouse owing to address errors, buyers shall independently afford all extra reshipping expenses. Fresh food returned due to address mistakes cannot be resold, so we do not support secondary delivery of such returned fresh products.
Lost, Deteriorated or Damaged Fresh Parcels
If your fresh parcel gets lost and untraceable during international cold chain transportation, please submit a loss investigation application to our customer service within 7 days after the scheduled delivery date.
Long-distance cold chain transportation may lead to product extrusion, packaging breakage or slight thawing deterioration. If you receive deteriorated, damaged fresh goods, please retain the complete original cold chain outer package and shoot clear evidentiary photos and videos within 24 hours after receiving parcels. Our team will verify comprehensively and arrange targeted solutions as soon as possible. We will not accept after-sales claims submitted beyond the time limit.
Fresh Food Storage & Preservation Tips
All chilled and frozen fresh products need to be placed in refrigerators or freezers for preservation immediately after receipt, following standard fresh food storage requirements. We refuse after-sales applications for deterioration, taste change and spoilage caused by improper storage, delayed refrigeration and long-time room-temperature placement after parcel signing.
International Shipping, Customs & Biosecurity Notice
We provide global cross-border cold chain shipping services for all fresh food commodities. Overseas shipments may incur import tariffs, customs clearance fees, biosecurity inspection charges and other statutory fees stipulated by the destination country.
All customs and quarantine related expenses shall be borne by order recipients, and these fees are not included in commodity prices and settled shipping costs. We will not be liable for parcel detention, customs clearance rejection and corresponding losses caused by buyers’ failure to comply with local food import declaration and biosecurity regulations.
Contact Information
If you have questions about shipping rules, logistics progress, delivery and fresh food after-sales matters, please get in touch with us through the official channels listed below:
Trade name: SOPHIE BROWN
Phone number: +64 21 548 9263
Email: info@sophbit.shop
Physical address: 2 Valentine Street, Papakura, AUK, Auckland 2110, New Zealand