FAQs

Frequently Asked Questions – Windback NZ

Here are some of the most common questions about shopping with Windback. If you cannot find the answer you are looking for, please visit our Contact Us page. We are always happy to help.

Orders and Shipping

Where do you ship from?
All orders are packed and shipped from New Zealand. We use tracked courier services across New Zealand to ensure fast and reliable delivery.

How long will my order take to arrive?
Most orders are delivered within 2–4 working days nationwide. Rural deliveries may take an additional 1–2 days depending on location.

Do you offer free shipping?
Yes, we offer free shipping on all orders over NZ $150 within New Zealand. For smaller orders, a standard flat rate of $10 applies at checkout. View our full Shipping Policy.

Can I track my order?
Yes. Once your order has been dispatched, you will receive an email confirmation with your tracking number and courier link.

Do you ship internationally?
At this stage, Windback ships within New Zealand only.

Returns and Refunds

What is your return policy?
We want you to be happy with your purchase. If an item arrives damaged, faulty, or incorrect, please contact us within 7 days of receiving your order so we can arrange a replacement or refund in line with the Consumer Guarantees Act. For full details, see our Returns & Refunds Policy.

Can I return supplements if I change my mind?
For safety reasons, we cannot accept returns on opened supplement products. Unopened items may be returned within 14 days if authorised by our team.

How do I request a return?
Please email support@windback.co.nz with your order number and details of the issue. Our team will respond promptly with next steps.

Products and Safety

Are Windback products safe?
All products are sourced from trusted brands that meet strict quality, purity, and safety standards. Always read the label and use only as directed.

Do I need to consult a practitioner before taking supplements?
It is advisable to speak with a qualified health professional before starting new supplements, especially if you are pregnant, breastfeeding, have a medical condition, or take prescription medication.

Are your products suitable for vegetarians or vegans?
Many of our products are plant-based or vegetarian-friendly. Ingredient and allergen details are listed on each product page.

Can supplements replace a healthy diet?
Supplements are designed to complement a balanced diet and lifestyle, not replace them. They may help fill nutrient gaps where dietary intake is inadequate.

Accounts, Subscriptions and Discounts

Do I need an account to shop?
You can check out as a guest or create an account for faster checkout and access to your order history.

How do subscriptions work?
Our subscription service allows you to receive your favourite products automatically at your chosen frequency. You can pause, edit, or cancel anytime. Learn more on our Subscriptions page.

How do I use a discount code?
Enter your code at checkout and click Apply before completing payment. Only one discount code can be used per order.

Do you offer first-time or loyalty discounts?
Yes, new customers can enjoy 10% off their first order when they join our community — see the link on our Home Page. We also offer seasonal promotions and loyalty rewards through our newsletter.

Policies and Terms

To ensure transparency and trust, you can view all Windback policies here:

Contact and Support

How can I contact Windback?
You can reach us at support@windback.co.nz or via our Contact Us page. We aim to reply within one business day.

What are your business hours?
Monday – Friday, 9 am – 5 pm NZST (excluding public holidays).

Always read the label and use only as directed. Supplements should not replace a balanced diet or healthy lifestyle. If symptoms persist, please consult your healthcare practitioner. All products are supplied in accordance with the Consumer Guarantees Act and applicable New Zealand law.

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