Shipping policy

Thank you for choosing CURTIS KENSINGTON. Based in Whangarei, New Zealand, our online store focuses on retailing premium chilled and frozen fresh seafood. We abide by strict order handling protocols and adopt insulated cold-chain packaging with ice packs to preserve product freshness, striving to deliver all orders safely and meet expected logistics schedules.
Order Processing Time
We finalize order verification, commodity inspection and sealed cold 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. 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 and delivery destination. The exact logistics cost will be automatically calculated and displayed on the checkout page before payment confirmation. All seafood orders will be delivered via cold-chain courier service, with an estimated delivery period of 2 to 5 business days for domestic urban areas, and rural areas may take longer, subject to actual logistics status. The stated delivery time is for reference only. Actual arrival time may be affected by logistics provider operational failures, 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.
CURTIS KENSINGTON 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 fees independently. We do not deliver to PO box addresses for perishable seafood goods.
Lost or Damaged Packages
If your seafood parcel is missing or untraceable during transit, please submit a loss investigation request to our customer service within 5 days after the scheduled delivery date.
Cold chain transportation may lead to partial ice pack melting, which is normal and does not affect seafood quality. If you receive damaged goods or spoiled seafood, please retain the original outer 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.
Seafood Storage and Usage Notice
Each seafood product is attached with exclusive storage guidelines, covering frozen storage, refrigerated preservation and safe consumption tips. Customers shall store, thaw and cook products following official prompts. We reject after-sales claims for seafood deterioration caused by improper storage, delayed collection after delivery and inappropriate handling.
Domestic Delivery and Perishable Goods Notice
We provide cold-chain shipping services for seafood across New Zealand. Rural remote areas may incur extra rural surcharges, and we will notify customers before dispatch. Since seafood is perishable, customers need to receive parcels promptly once delivered. We will not be responsible for seafood spoilage arising from buyers' failure to collect parcels in time after arrival.
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: CURTIS KENSINGTON
Phone number: +64 21 859 2637
Email: info@curtken.shop
Physical address: 9 Halcyon Place, Whau Valley, Whangarei 0112, New Zealand