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Natural Mobility NZ – Customer Support

Welcome to This page sets out the terms and conditions under which we sell any of the products listed on this website.

Please read these terms and conditions carefully before ordering any items from our site.

Terms and Conditions

Acceptance of terms and conditions

Using this website indicates that you accept these terms and conditions, delivery and returns and privacy policies. If you do not accept these terms and conditions then you should refrain from using this site.

Amendment of terms and conditions

We may amend these terms and conditions for time to time. Amendments will be effective immediately on posting of the amended terms and conditions on this website. It is your responsibility to ensure that you are familiar with the latest terms and conditions. Your continued use of the site and our facilities represents your agreement to be bound by these terms and conditions.

Your use of our website and services

We only deliver orders to customers in New Zealand. All statutory consumer rights apply only to customers domiciled in New Zealand at the time of contracting with us.
By ordering from us you warrant that you form a legally binding contract and that all information you provide to is true and correct.


All prices are in NZD (New Zealand dollars) and include GST.

We make every effort to ensure prices are accurate at the time you place your order. If an error is found we will contact you as soon as possible and offer you the option of confirming your order at the correct price, or cancelling.

We reserve the right to alter pricing at any time, however we will contact you to confirm any price changes (for example in the case of a special order on delayed delivery).


All items are offered for sale subject to availability.

If on receipt of your order the product(s) you have ordered are not in stock, we will inform you as soon as possible and give you the option to have them placed on back-order for dispatch when returned to stock; replaced with a similar product; or to cancel your order and refund your payment.

Payment & Order Processing

We accept payment by credit or debit card (Visa and MasterCard), PayPal or by bank deposit.

Customers have the option to choose their preferred method of payment at the payment stage of checkout.

You warrant that all details you provide to us are true and correct and that you are an authorised user of the credit or debit card used to make your order.

We will not process your order until payment has been received in full.

All orders are subject to availability and acceptance by us.

A GST invoice will be issued with every purchase.

If you make a mistake with your order you may be able to correct any mistakes made by emailing us prior to your order being processed. If your order has already been processed you will be unable to amend your order. If your order has already been dispatched please return the product to us in accordance with our returns policy.

Online security and transmission of payment card data

We use DPS Payment Express Payment Gateway (DPS) for our online credit and debit card transactions. DPS is a Level 1 Service Provider and is compliant to PCI DSS Version 2.0.

We do not have access to your full credit or debit card number, as all data is transferred and secured by DPS.

We assume no liability for corruption of any data or information held by us.

Visit for more information on online credit card payments.


Shipping fee is NZD$4.00 within New Zealand per parcel.

We aim to dispatch to locations within New Zealand within 1-2 days. Delivery is then dependent on the local carriers and in New Zealand delivery is usually effected within ten working days (not weekends).

Your order will be sent via tracked courier. We are unable to redirect orders once the items have been dispatched.

Once you receive your delivery, please check each product carefully. We will accept notification of damage incurred while in transit up to 7 business days following receipt by you, otherwise all products will be deemed to have been received in good order.

If your product is a gift and you would like us to send your gift directly to the recipient please include their delivery address under Shipping Details at the checkout.


Prices are GST inclusive.

Products sent outside New Zealand may be subject to import duties and taxes which are levied when the item reaches its destination. You will be responsible for payment of any such import duties or taxes.

Returns & Exchanges

At Natural Mobility NZ we aim for the highest levels of customer service and product quality.

However, if your order arrives and is faulty, damaged, or not what you ordered please notify us by email at within 7 business days of receiving your product and we will be happy to assist you with a return of purchase, for a refund or exchange, subject to the correct condition of the returned product.

All returned products must be in the original condition that they were shipped, un-used, unopened and undamaged and include a note detailing the reason for return.

Please note exchange orders must meet or exceed the credit amount. A credit cannot be processed for remaining funds.

All returns must be returned to us within 15 business days of you receiving the product.

Refunds will be processed upon our receipt of the returned product (subject to original and undamaged condition) and available to you 10 business days later, minus the postage and packing costs.

We do not take responsibility for any items lost in the process of returning to us and we recommend you use a trackable method. Natural Mobility NZ does charge customers for replacement shipping costs except in those instances where your order has arrived and is faulty, damaged or is not what you ordered.

Our liability to you

If we do not deliver your product or the product we deliver is damaged or defective or is not what you ordered our obligations are limited to our obligations under the Consumer Guarantees Act 1993 and any other relevant consumer rights legislation.

We have no liability to you for any consequential, special or indirect losses suffered.

We will not be liable or responsible for any failure to perform, or the delay in our failure to perform, our obligations in respect of these terms and conditions where that failure or delay is caused by events outside our reasonable control.

We will use our reasonable endeavours to ensure the availability of the website and services, subject to usual maintenance, system and internet disturbances and force majeure. We take no responsibility for any system unavailability or for any loss incurred as a result of website or services being unavailable.

We will not be liable for any damages arising from the use of this website or from use of the products listed on or purchased from this website.

Our total aggregate liability to you will not exceed the amount paid by you for the product plus delivery costs.

Nothing in these terms and conditions excludes or limits your statutory rights.

Intellectual property

All intellectual property rights in connection with the products and content listed on this website (including images and descriptions) and in this website itself are owned by us absolutely.

You agree that you will not copy, reproduce, alter or display publicly any content from our website without our prior written permission.


If we do not exercise or enforce any right available to it under these terms and conditions that does not constitute a waiver of our rights.

If any provision of these terms and conditions becomes or is held to be invalid, unenforceable or illegal for any reason, that provision shall be severed from the remaining terms and conditions, which shall continue in full force and effect.

These terms and conditions are governed by the laws of New Zealand and you submit to the exclusive jurisdiction of the Courts of New Zealand.

These terms and conditions constitute the entire agreement between us and you.

Privacy Policy

Terms of use

This privacy policy must be read in conjunction with our terms and conditions.

Collection of your information

We collect information about you through our website in order to enable shipping and delivery of product, as well as communicate with you about our products, services and promotions. We release account and other personal information only when we believe release is appropriate to comply with law; facilitate court proceedings; enforce or apply our terms and conditions; or protect the rights, property, or safety of Natural Mobility NZ, our users, or others.

Types of information collected

We may collect personal information from you (including, without limitation, your name, email address, phone number, and postal address) when you visit our website, register with our website, place an online order, save your information with us online, contact us with a question or concern, or participate in a promotion.


Cookies are small data files sent from a server to your web browser. They are stored in your browser’s cache and allow a website or a third party to recognise your browser.

How we use cookies

We use cookies to improve your use of our website when you visit. E.g. when you are logging in at our website or our website remembering your cart content for a certain amount of time after you’ve left, and then return.

In addition, we also use third-party cookies for analytics tracking and our own advertising purposes. All third-party cookie usage is anonymised and doesn’t contain any data that can identify you personally.

How we use your information

We may use your information in the following ways:

Analytics Tracking

This website uses Google Analytics to help understand how it is used by visitors. For some of the advertising features, such as retargeting, data from Google Analytics may be combined with Natural Mobility’s first-party data and third-party cookies (like Google’s advertising cookies).

Please click here for more information on how Google Analytics works.

Link :


You can be assured of secure payment with DPS for credit card transactions.

We do not store your credit card details online. All credit card transactions are processed online in real time and protected by industry standard security standards.


We value your privacy and our own. We are fully committed to protecting the confidentiality, security and privacy of all your information. We do not sell, rent, loan, trade, or lease the addresses on our lists to anyone.

When you place an order we retain contact details for future ordering reference. We may from time to time contact you via post or email with news, educational information, promotions or sales.
If you do not wish us to contact you again following delivery of your order then just let us know and we will remove you from our email list.

You can unsubscribe at any time.

Unsubscribe Policy

We rarely send out emails/newsletters/promotions, however if you no longer wish to receive these simply use the ‘unsubscribe’ link located at the bottom of our email communications, and you will be automatically unsubscribed.

Please contact us by email at if you have any questions regarding our Privacy Policy.


Where can I buy your products?

You can order online via our website: in New Zealand. If for some reason you cannot use the online shop, please email us to discuss purchase options.

Where are the raw ingredients sourced for Natural Mobility NZ products?

All green lipped mussel used in the products are grown in commercial off shore mussel farms in New Zealand. Commercial shellfish farming is strictly regulated in New Zealand and all farms are monitored and sustainable.

The products are mostly manufactured in New Zealand with a few manufactured in Australia.

What is Natural Mobility NZ?

Natural Mobility NZ is a family run company. It is family who take the orders, pick and pack and answer any of your enquiries. We aim to provide wonderful products to improve quality of life for animals and people. We also pride ourselves on our customer support and service. If you have any enquiries about the products, dosage, safety, application etc of our products, just email us and we will be happy to help.

I am a retailer, how do I go about stocking Natural Mobility NZ products?

In our efforts to change as many human and animal lives for the better we seek quality retailers for our products in New Zealand. Please contact us at to discuss further.

Do you ship to my country?

We only supply product to New Zealand customers.

What are your delivery charges?

Postage and shipping fees are $4.00 per parcel. Charges are shown during the checkout phase of the shopping process.

Can I get my order delivered to a PO Box or Rural delivery address?

Yes you can. However, delivery to Rural Delivery addresses but they may take a little longer to arrive.

What is your policy for returns and exchanges?

We accept returns and exchanges for faulty products, products damaged in transit, or where products do not match the product description. Please see our terms and conditions pages for more information.

Which payment methods do you accept?

We accept credit or debit card (Visa and MasterCard), PayPal or bank deposit.

Can I make a purchase over the phone?

No, we do not accept purchases made over the phone. If you’d like to purchase a Natural Mobility NZ product, you can order via our online store on our website, contact us via email if you can’t use the online store, or via one of our retail stockists.