Shipping policy

Thank you for shopping with JERRY CHEN. As a professional New Zealand online apparel retailer, we adhere to standardized order processing and logistics management standards. We strive to ensure all clothing products undergo strict pre-delivery inspection and professional packaging, delivering goods to customers safely and efficiently under stable logistics arrangements.

1. Order Processing Time

We complete order verification, product inspection and packaging for all paid and confirmed clothing orders within 1 to 5 business days. Processing work is only carried out on working days, excluding weekends and official public holidays in New Zealand.
During promotional events and peak shopping periods with surging order volume, order processing schedules may be moderately delayed. We will send timely email notifications to all customers once obvious processing delays occur to keep everyone updated on order progress.

2. Shipping Rates and Delivery Estimates

Shipping fees for all apparel orders are calculated according to the actual package weight, size and delivery area. The exact shipping cost will be automatically calculated and clearly displayed on the checkout page before order payment. Our store does not provide free shipping, shipping discounts or any logistics preferential benefits of any kind.
The estimated delivery time for all standard shipments is 15 business days. All delivery durations are for reference only and cannot be guaranteed. Actual delivery progress may be affected by logistics carrier scheduling adjustments, customs clearance efficiency, extreme weather, regional logistics restrictions and holiday arrangements, which shall be subject to actual logistics conditions.

3. Shipment Confirmation and Order Tracking

After your clothing order is dispatched from our warehouse and collected by the logistics carrier, we will send an official shipment confirmation email to your registered mailbox, including your exclusive tracking number and logistics inquiry entrance.
Tracking data will not be updated synchronously immediately after shipment. In general, complete logistics tracking information and transit status will be available for customer inquiry within 24 to 48 hours after the carrier completes scanning and system entry.

4. Incorrect Address Disclaimer

Customers shall ensure that the recipient’s shipping address, contact phone number and relevant information are accurate and complete when placing and confirming orders to avoid delivery errors.
JERRY CHEN shall not be liable for misdelivery, package loss or return caused by incorrect or incomplete recipient information provided by customers. If the package is returned due to address errors, customers need to bear all return logistics fees and additional reshipping costs for secondary delivery.

5. Lost or Damaged Packages

If you find your apparel package is lost or detained during transportation, please contact our customer service team within 3 days after the expected delivery date and provide your order number for official verification and investigation.
If the received clothing products have packaging damage, fabric damage, stains or other defects caused by transit extrusion and rough handling, please submit a feedback application within 24 hours after receiving the package. You need to provide clear real photos of the outer packaging and damaged products. Our team will verify the problem and provide reasonable after-sales solutions as soon as possible.

6. Apparel Care and Usage Notice

Each piece of clothing sold in our store is equipped with a professional fabric care label and detailed usage and maintenance instructions. Customers are recommended to wear, clean, dry and store the products in accordance with official guidelines to protect the fabric texture and extend the service life of the garments.
We do not undertake after-sales responsibility for clothing damage, color fading, shrinkage and deformation caused by private cutting and modification, improper washing and drying methods, and artificial misuse that violates product care regulations.

7. International Shipping and Customs Notice

For all international cross-border clothing shipments, the local customs department of the destination country may charge import tariffs, value-added taxes and commodity inspection fees in accordance with local trade management policies.
All customs-related expenses are not included in product prices and shipping fees, and all expenses shall be borne by the customer independently. We will not advance or bear any customs fees. Customers need to abide by local import rules and complete customs clearance procedures by themselves.

8. Contact Information

If you have any questions or suggestions about our shipping policy, order processing and logistics delivery services, please contact us through the official channels below:
Trade Name: JERRY CHEN
Phone Number: +64 22 153 2365
Email: service@jerrychen.shop
Physical Address: 111 Waimahanga Road, Whangārei, NTL 0110, New Zealand