Neeed | Shipping & Returns

At Neeed, we want your experience to be as easy as staying hydrated. From getting your order out the door to helping with returns, we've got you covered.

Shipping Information

Order Processing & Dispatch

We know you want your Neeed as soon as possible, which is why we aim to get orders on their way quickly.

Orders placed before 12:00 PM (Auckland time) on business days are eligible for same-day dispatch.

Orders placed after 12:00 PM, on weekends or on New Zealand public holidays will generally be processed on the next business day.

Please note that dispatch times may occasionally vary due to order volumes, stock availability or circumstances outside our control.

Delivery Timeframes

Once your order has been dispatched, we aim to deliver within the following timeframes:

Please note: These are estimated delivery timeframes, not guaranteed delivery dates.

While we work closely with our delivery partners to get your Neeed to you as quickly as possible, delivery times may vary depending on your location, courier availability and other circumstances outside our control.

Delivery estimates are calculated from the date of dispatch, not the date your order is placed.

Tracking Your Order

Once your order has been processed and dispatched, you'll receive a shipping confirmation email containing your tracking number.

You can use this tracking number to follow your Neeed delivery from our warehouse to your doorstep.

Please allow some time for tracking information to become available after receiving your confirmation email.

Shipping Delays & Peak Periods

We always aim to deliver your Neeed on time, but occasionally things happen outside our control.

During peak shopping periods, promotional events, public holidays or periods of increased courier demand, dispatch and delivery times may be longer than usual.

International orders may also experience delays due to customs processing or other border-related requirements.

We appreciate your patience during these periods and recommend allowing additional delivery time when ordering around public holidays or major promotional events.

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Refunds & Returns

We want you to love your Neeed. If something isn't quite right, we're here to help.

30-Day Change of Mind Returns

Changed your mind? No worries.

We offer a 30-day change of mind returns policy, giving you the flexibility to return eligible products within 30 days of receiving your order.

To qualify for a change of mind return, your product must:

• Be unopened, unused and in its original packaging.
• Be undamaged and in a condition suitable for resale.
• Be returned within 30 days of receiving your order.
• Be accompanied by proof of purchase or an order confirmation.

IMPORTANT: To be eligible for a change-of-mind return, all products must be unopened, unused and in their original packaging, with the tamper seal fully intact. Products with a broken, removed or damaged tamper seal will not be accepted for change-of-mind returns.

This does not affect your rights under applicable consumer laws, including where a product is faulty or not as described.

Return shipping costs are the responsibility of the customer for change of mind returns.

Original shipping fees are non-refundable for change of mind returns.

To arrange a return, please contact our customer service team at support@drinkneeed.com with your order number and reason for returning.

Our team will provide you with the relevant return instructions and warehouse address.

Please do not send your return until you've contacted our team.

Return Inspections & Refund Processing

Once your returned product arrives at our warehouse, our team will inspect it to ensure it meets the conditions of our change of mind returns policy.

If your return is approved, we'll process your refund to your original payment method.

You'll receive an email confirming when your refund has been processed.

Please allow approximately 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Returns that do not meet our change of mind eligibility requirements may not qualify for a refund.

Faulty, Damaged or Incorrect Products

Something not right with your order? We'll help make it right.

If your Neeed arrives damaged, is faulty, doesn't match its description or you've received the wrong product, please contact our customer service team at support@drinkneeed.com.

To help us resolve the issue as quickly as possible, please include your order number, a brief description of the problem and, where possible, photos of the affected product.

Depending on the circumstances and applicable consumer protection laws, you may be entitled to a repair, replacement or refund.

Where a product is faulty, damaged or otherwise fails to meet applicable consumer guarantees, Neeed will provide the remedy required by law.

You will not be responsible for reasonable return shipping costs where Neeed is legally required to cover them.

We recommend contacting us as soon as possible if your order arrives damaged or incorrect so we can investigate and resolve the issue quickly.

Exchanges & Replacements

We don't currently offer exchanges for change of mind purchases.

If you'd like a different product or flavour, you can return your unopened and eligible product under our 30-day change of mind policy and place a new order.

If you've received a faulty, damaged or incorrect product, please contact our customer service team so we can arrange an appropriate solution.

Late or Missing Refunds

If you've received confirmation that your refund has been processed but haven't seen the funds appear in your account, we recommend checking with your bank or payment provider first.

Refunds can take several business days to appear, depending on your financial institution.

If your refund still hasn't arrived after 10 business days, please contact us at support@drinkneeed.com and we'll look into it for you.

Your Consumer Rights

Our returns policy is provided in addition to your rights under applicable consumer protection laws, including the New Zealand Consumer Guarantees Act 1993 and the Australian Consumer Law, where applicable.

Nothing in this policy excludes, restricts or modifies any consumer rights or remedies that cannot lawfully be excluded.