Refund policy

Do you have a change request or is there an issue with your order?

Order Cancellations & Modifications

Due to the highly perishable nature of our fresh meat products, strict cut-off times apply to all cancellation and change requests.
  • Before Processing: If your order has not yet been packed or dispatched, we will do our absolute best to accommodate your change or cancellation request.
  • Immediate Contact Required: Please call our customer service team or email us immediately if you need to modify an active order.
  • After Dispatch: Once an order has been packed and handed over to our delivery drivers or third-party couriers, changes or cancellations are strictly impossible.
  • Custom Cuts Exclusion: Orders containing highly specialized, custom butcher cuts, or holiday specialty items cannot be cancelled once preparation has begun.

Damaged or Quality-Compromised Packages

We take extensive measures to ensure our chilled meats arrive in perfect condition. If your package arrives compromised, please contact us within 24 hours of delivery to initiate a review.
How to Report an Issue:
Please email sales@petertimbsmeats.co.nz with the following details:
  • Your online Shopify Order Number (e.g., #PT-1001)
  • A brief description of the issue (e.g., temperature, broken vacuum seals, or physical damage)
  • Clear digital photographs showing the product, internal box conditions, and the exterior shipping label
Resolution Policy:
  • Perishable Nature: Please do not consume any meat products if the packaging arrived open or at an unsafe temperature.
  • Remedies: Valid, documented quality claims will be resolved immediately via a replacement shipment or a refund back to your original payment method.

Courier & Delivery Delay Protocols

While we partner with premier freight providers, unpredictable transit issues like regional weather anomalies, highway closures, or high seasonal volumes can occasionally cause delivery delays.
  • Chilled Integrity: Our insulation and chilled gel pack configurations are designed to safely keep your items at safe refrigeration temperatures for up to 48 hours in transit.
  • First Step Tracking: If your parcel appears delayed past your requested delivery window, please check your automated tracking link first for real-time courier updates.
  • Escalated Claims: If your tracking link shows an error or the shipment is delayed for more than 24 hours past its scheduled date, contact us immediately.
  • Investigation: Our dispatch team will launch an urgent investigation with NZ Couriers to locate your items or process an immediate replacement.