Shipping policy

Thank you for shopping with KADEN JACK ADDY. As a professional bag store based in Wellington, New Zealand, we focus on providing high-quality bag products and reliable global shipping services. We strive to process, package and deliver your bag orders strictly to ensure every item arrives safely and completely.

1. Order Processing Time

All bag orders will be verified, packaged and processed within 1–3 working days after the order payment is successfully confirmed (excluding local New Zealand weekends, statutory holidays and non-business days). During peak shopping seasons, promotional periods or order volume surges, the order processing cycle may be appropriately prolonged. We will update the order status in a timely manner and send notification emails to customers once abnormal processing delays occur.

2. Shipping Rates and Delivery Estimates

All shipping fees are calculated based on the product quantity, weight, volume and delivery destination, and the final shipping cost will be clearly displayed on the checkout page before order payment.
Unified estimated delivery time for all bag orders: Standard Shipping takes 15 business days.
The above delivery time is an official estimated value only. The actual delivery progress may be affected by logistics transit efficiency, regional customs inspection, extreme weather, local traffic control and other objective factors, and slight delays are not within the scope of order compensation.

3. Shipment Confirmation and Order Tracking

After your bag order is picked up and dispatched by the logistics carrier, we will immediately send a shipment confirmation email to your reserved email address, which includes the exclusive order tracking number and official tracking query channel.
Logistics tracking information usually takes 24 to 72 hours to be updated and synchronized on the official platform. If the tracking information is not refreshed beyond the above time, you can contact our customer service team for manual inquiry and verification.

4. Incorrect Address Disclaimer

Customers shall fill in accurate, complete and valid recipient information including shipping address, contact number and postal code when placing orders. Please double-check all information before payment submission.
KADEN JACK ADDY shall not be liable for delivery failures, package misdelivery, loss or secondary transit costs caused by incorrect, incomplete or invalid recipient information provided by customers. If the package is returned to our warehouse due to address errors, customers need to bear the additional reshipping cost for secondary delivery.

5. Lost or Damaged Packages

If your bag package is confirmed lost during logistics transit, customers must submit a consultation and claim application to our customer service team within 3 working days after the scheduled delivery date. We will verify the logistics track record with the carrier and follow up the loss processing progress throughout the whole process.
Due to the particularity of bag products, if you receive damaged, extruded, scratched or defective bags, please take clear photos and short videos of the damaged products and original packaging within 24 hours after signing for the package, and send them to our official email. We will verify the damage situation within 3 working days and provide targeted solutions for you.

6. Product Care and Usage Notice

All our leather bags, canvas bags, fashion handbags and other products are attached with professional care instructions. Customers shall use, clean and maintain the products in accordance with the official care guidelines. Product damage, deformation, wear or functional failure caused by improper manual cleaning, private modification, long-term improper storage and human misuse shall be borne by the customer. Our store will not provide free after-sales compensation for man-made damaged products.

7. International Shipping and Customs Notice

Our store supports international shipping services. For all cross-border orders, the destination country’s import duties, customs clearance fees, value-added taxes and other related miscellaneous fees shall be independently borne by the recipient. All tariff-related charges are not included in the product unit price and shipping fees paid when placing the order.
In accordance with international trade rules, customers shall bear the responsibility for customs declaration and clearance of cross-border packages. Any customs detention, return or penalty caused by the customer’s failure to comply with local import regulations shall be borne by the customer themselves.

8. Contact Information

If you have any questions, disputes or consultation needs about our shipping policy, order logistics and product delivery, please contact us through the following official channels:
Trade Name: KADEN JACK ADDY
Phone Number: (020) 1874-363
Email: support@hollyvetcare.shop
Physical Address: 119 Bedford Court Cannons Creek, Porirua 5024 Wellington, New Zealand