Shipping policy

Cancellations

If you need to cancel your order for any reason, we’re happy to offer a full refund as long as you cancel at least 24 hours before the date you selected. After that, we may have already started preparing your order, so we can't guarantee we’ll be able to cancel it.

Returns

Due to the perishable nature of our products, we do not accept returns. However, you are welcome to cancel your order for a full refund, as long as we haven’t started preparing it yet (see the cancellation policy above). 

Address Errors 

If you’ve accidentally entered the wrong address, no worries—just let us know as soon as possible via txt 0211030364 and we’ll do our best to fix it! If your order has already been shipped, we’ll try to redirect it, but please note that we can’t offer a refund or replacement if the address can’t be corrected in time- there is a $15 charge if you’re needing the courier to uplift the order and deliver to a new address. 

If your order has been returned to us due to a incomplete address, there will be a fee for redelivery: 

North Island Redelivery Fee  $5 

South Island Redelivery Fee  $10 

A friendly reminder: we’re not able to double-check your address for you, so please take a moment to make sure it’s correct before submitting your order. Don’t forget to check for any pesky autofill errors!

Delivery policy

SugarHigh does not personally deliver any parcels. We use third party a delivery service - New Zealand Post & DHL 

Because we do not personally deliver the parcels, we are not able to 100% guarantee your order will arrive with the given time frames 

If your order does not arrive when you are expecting it, we will not refund or replace the order so if this is something you are worried about please order for an earlier week. We are always happy to contact our couriers to help chase up delivery delays for you though. 

If however your order takes an unreasonable amount of time to get to you (10 + business days), we would be more than happy to offer a refund or replacement! We believe that receiving a Chocolate Dessert Bar that has been sitting at a courier depot for that long is not fair, and we want you to enjoy your order while it's still nice and fresh 😃 Please note this excludes rural addresses as we have an order at your own risk policy for those addresses.

Damaged orders policy

Whittaker's chocolate is much softer than other types, which makes it more susceptible to melting during transit. We pack the chocolates in heat resistant cooler bags to minimise this issue as much as possible but Please note, shipping is at the consumer’s own risk.

While we provide an estimated delivery time based on the courier and destination, please be aware that temperature fluctuations during shipping can cause the bars to soften or melt.

Occasionally the courier drivers that deliver our parcels are a bit reckless. We have very protective packaging, but unfortunately our Chocolate Dessert Bars and Freeze Dried Candy are not indestructible 

If your goods arrives in damaged condition, please contact us via email with photos of the damage. While we do not guarantee a refund or replacement, we will assess the situation based on the extent of the damage. For minor issues, such as small cracks, we may not be able to offer a replacement. However, if the parcel and item appears severely damaged (e.g., crushed or flattened), we will consider providing a replacement  

Lost or stolen parcels policy 

Once your parcel is delivered, it is entirely your responsibility. If it’s lost or stolen after delivery, we are unable to offer a replacement or refund. To avoid this, we recommend choosing an address where you can be present

Where do we deliver?

We deliver to all New Zealand and Australian addresses (as long as they can receive mail through our couriers). Unfortunately, we cannot deliver to PO Boxes. Sorry about that! 

Do we deliver to rural addresses?

Yes, we do! Just keep in mind that rural deliveries can sometimes take a little longer than expected. While some rural areas may receive their orders overnight, it can often take a few extra days due to the delivery service's schedule.

Shipping Costs:

-North Island: $9.99 Flat Rate  
- South Island: $14.99 Flat Rate 

-Rural Delivery: Flat Rate + $5 

  • Australia Shipping - DHL EXPRESS SHIPPING 
  1. 0.2kg- 2.5kg: $30.00 Flat Rate 
  2. 2.51kg - 5kg: $60.00 Flat Rate 

How long does delivery take?

Please allow 3-5 business days for your order to arrive. We ship orders out on Monday - Thursday each week

As we use third-party couriers (New Zealand Post & DHL Express which is highly reliable), occasional delays can happen, and your order may take 1-2 extra working days to arrive. This is outside our control, but if you're concerned, feel free to order in advance!

What happens if I’m not home when my order arrives?

Our couriers will attempt delivery even if you're not home. They will often leave the parcel in a safe place, but if there isn’t a safe spot to leave it (e.g., locked gates or apartments), they won’t be able to deliver it. 

If you’ll be away, please don’t select a delivery date when you won’t be home to receive it.

Will my order stay fresh?

Our dessert bars have a shelf life of 6 weeks from the delivery date. Once opened, store them in an airtight container in a cool, dry place to keep them fresh.

What happens if my order gets delayed?

While delivery is out of our hands, if your order takes longer than 10 days to reach you, get in touch to arrange a replacement!

Will I receive tracking

Yes! You’ll receive a tracking link via email as soon as your order is picked up by the courier 

What if there’s an issue with my delivery?

If something goes wrong, don’t hesitate to reach out to us! We’re here to help and will do our best to resolve any issues. :)

Other issues 

Please reach out to us via email or contact number, and we'll do our best to assist you! :)

 

Last updated: August 4th, 2025