Shipping policy

Thank you for choosing BARNABY ASHCROFT. Based in Dunedin, New Zealand, our online store focuses on supplying premium frozen seafood and fresh meat products. We follow strict cold‑chain operation standards and adopt insulated packaging with ice packs to maintain stable temperature conditions during transit, striving to keep all produce fresh and deliver parcels as scheduled.
Order Processing Time
We complete order confirmation, commodity quality inspection and sealed cold‑pack packaging within 1 to 3 business days after payment is confirmed. Order processing will be paused on New Zealand weekends and national public holidays. During peak shopping seasons and periods of high order volume, order preparation may be slightly delayed. We will notify customers by email once obvious delivery delays take place.
Shipping Rates and Delivery Estimates
Shipping fees are calculated according to parcel weight, package size and delivery location. The exact delivery cost will be automatically calculated and shown on the checkout page before payment. All fresh and frozen goods are shipped via professional cold‑chain courier service with an estimated delivery period of 12 business days, which is only for reference. The actual arrival time may be affected by courier operation delays, customs inspection, severe weather, regional delivery restrictions and official holidays.
Shipment Confirmation and Order Tracking
Once our warehouse hands over parcels to authorized cold‑chain logistics partners, you will receive a shipment confirmation email with unique tracking codes and tracking entry links. Due to data synchronization delays between different systems, tracking information will be updated and available for inquiry within 24 hours after dispatch. If tracking information fails to load normally, customers can contact our support team to trace parcels manually.
Incorrect Address Disclaimer
Customers must fill in accurate, complete and valid recipient addresses, postal codes and contact numbers on the checkout page and double‑check all delivery details before submitting orders. BARNABY ASHCROFT will not be liable for misdelivery, delivery failure or parcel deterioration caused by incorrect or incomplete buyer information. If parcels are returned to our warehouse due to address mistakes, buyers shall bear all additional reshipping costs.
Lost or Damaged Packages
If your parcel goes missing or cannot be located during transportation, please submit a loss inquiry to our customer service within a reasonable time after the scheduled delivery date. Long‑distance cold‑chain transport may lead to packaging damage or partial thawing of frozen food. If you receive deteriorated or damaged goods, please keep the original outer packaging and take clear photos as evidence within 24 hours after receiving parcels. Our team will verify the situation carefully and provide proper solutions as soon as possible.
Fresh Food Storage Notice
Our seafood and meat items are perishable frozen produce. Once parcels arrive, customers should unpack and store products under required freezing or refrigeration conditions promptly. We do not accept after‑sales claims for spoilage caused by improper storage or delayed unpacking after delivery. Thawed items are not recommended for repeated freezing to avoid quality decline.
International Shipping and Customs Notice
We provide global cross‑border cold‑chain delivery services for all frozen seafood and meat products. International shipments may incur import duties, customs clearance charges and other statutory fees stipulated by destination countries. All customs related expenses shall be undertaken by parcel recipients and these charges are not included in product prices and settled delivery fees. We will not take responsibility for parcel detention, customs rejection and relevant losses resulting from buyers’ failure to comply with local import declaration and food quarantine regulations.
Contact Information
If you have any questions about shipping terms, logistics progress and delivery after‑sales matters, please reach us through the official contact channels listed below:
Trade name: BARNABY ASHCROFT
Phone number: +64 22 491 7035
Email: info@barnash.shop
Physical address: 25 Taieri Road, Kaikorai, Dunedin 9010, New Zealand