Shipping policy

At KATE RUSSELL, we are committed to delivering your premium New Zealand seafood in fresh, perfect condition with reliable and transparent shipping services. Below is our detailed shipping policy for all domestic and international orders.
1. Order Processing & Dispatch
All orders are processed and dispatched within 1–3 business days after payment confirmation. To preserve the maximum freshness of our seafood products, we arrange packaging and shipment promptly once your order is confirmed, minimizing waiting and transit time for every purchase.

2. International Shipping & Delivery Time
We offer worldwide shipping for all our seafood products. Our standard international shipping generally takes 7–14 business days for delivery, depending on your destination country, local logistics efficiency, and seasonal conditions. For customers with urgent needs, expedited shipping options are available at checkout for faster delivery.

3. Shipping Fees & Transparent Pricing
Shipping costs are calculated in real time based on your total order weight, package size, and delivery destination. The exact shipping fee will be clearly displayed on the checkout page before you complete payment. There are no hidden fees or extra charges for all orders.

4. Customs Duties & Import Taxes
All international shipments may be subject to customs duties, import taxes, or local inspection fees, which are determined and charged by your local customs authority. These additional charges are the recipient’s responsibility.
We recommend all customers check their local import regulations and relevant fees before placing an order to avoid unexpected costs or delivery delays.

5. Professional Packaging & Shipping Protection
As a professional seafood supplier, we adoptfood-grade, shockproof, and fresh-keeping packaging for all products. Our customized insulated packaging effectively maintains low temperatures during transportation, protecting your seafood from damage, spoilage, or deformation during transit.
For high-value orders, we provide optional shipping insurance at checkout, offering full protection and bringing you a worry-free shopping experience.

6. Delivery Inspection & After-Sales Support
Please carefully inspect the outer package and products upon delivery. If you receive damaged, leaking, or severely deformed packaging, please take clear photos, refuse to sign for the package, and contact our customer service team immediately.
If you find any product quality defects or problems after signing for the package, please notify our support team within 48 hours of delivery. We will verify your issue promptly and provide reasonable solutions including returns, exchanges, or compensation according to the actual situation.

7. Customer Service & Assistance
If you have any questions about order processing, shipping time, customs clearance, tracking information, or after-sales issues, our professional customer support team is always ready to help you. Feel free to contact us via email or phone for fast and professional replies.

Thank you for shopping with KATE RUSSELL. We keep optimizing our logistics and packaging solutions to deliver fresh, authentic New Zealand seafood safely and quickly to your doorstep!