Shipping policy

Thank you for choosing MADDOX DEAN CRAWFORD. Based in Auckland, New Zealand, our online store focuses on retailing fresh seafood, chilled meat and frozen fresh food products. We abide by strict order‑handling protocols and adopt professional insulated cold‑chain packaging with ice packs and temperature‑locking materials to protect perishable fresh goods, striving to deliver all orders safely and preserve maximum freshness while meeting expected logistics schedules.
Order Processing Time
We finalize order verification, commodity inspection and sealed cold‑chain 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. To avoid long‑term stagnation in transit, fresh and frozen products will not be arranged for shipment on Fridays. 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 fresh food orders will be delivered via professional cold‑chain standard shipping service, with an estimated delivery period of 2‑5 business days, subject to actual logistics status. Remote and rural delivery addresses may require extra transit time and additional surcharges. The stated delivery time is for reference only. Actual arrival time may be affected by logistics provider operational failures, cross‑border customs inspections, biosecurity checks, extreme weather, regional traffic restrictions and official holidays. Slight partial thawing of frozen goods during long‑distance transportation is a normal physical phenomenon and will not be regarded as product quality defect.
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. MADDOX DEAN CRAWFORD 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. Returned perishable fresh products cannot be reshipped or refunded due to food safety risks.
Lost or Damaged Packages
If your fresh food parcel is missing or untraceable during international transit, please submit a loss investigation request to our customer service within 5 days after the scheduled delivery date. Long‑distance cold‑chain transportation may cause inevitable extrusion or packaging abrasion. If you receive deteriorated, damaged or severely thawed goods, please retain the original outer cold‑chain 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. Overdue claims will not be accepted.
Fresh Product Storage & Usage Notice
All fresh and frozen products are processed and packaged in strict accordance with New Zealand food safety standards. Customers shall refrigerate or freeze the products immediately after receipt and consume them within the valid shelf life. We reject after‑sales claims for product spoilage, deterioration or quality problems caused by improper storage, delayed collection, repeated freezing and thawing, or non‑compliant consumption operations.
International Shipping and Customs Notice
We provide global cross‑border shipping services for all fresh food merchandise. Overseas shipments of meat and seafood may generate import tariffs, customs clearance handling fees, biosecurity quarantine fees and other statutory charges required by destination countries. All customs‑related expenses are borne by order recipients, and such fees are not included in product prices and settled shipping costs. We will not be responsible for parcel detention, customs rejection, return or relevant losses arising from buyers' non‑compliance with local food import regulations and biosecurity policies. Buyers shall confirm local fresh food import restrictions before placing orders.
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: MADDOX DEAN CRAWFORD
Phone number: +64 21 582 1469
Email: info@maddoxcr.shop
Physical address: 88 Dominion Road, Mount Eden, AUK, Auckland 1024, New Zealand