Refund policy
Refund & Returns Policy
Our commitment to you
Every Super Shiok Eats product is made in Auckland and dispatched with care. We want every order to arrive as it should. If something goes wrong on our end, we will make it right.
Perishable products — what you need to know
For our Bak Chor Mee Kit, because it is frozen, we are unable to accept physical returns. This is both a food safety requirement and a practical reality for all our perishable food products — they cannot be resold or reused. Please do not send products back to us.
This does not affect your right to a remedy if there is a genuine issue with your order.
When we will offer a full refund or replacement
We will refund or replace your order at no cost to you if:
- Your order arrives visibly damaged or the packaging is compromised
- Your order arrives fully thawed due to a cold chain failure on our end
- The product is outside its best-before date on arrival
- There is a quality issue with the product itself — off smell, texture, or taste — that is not the result of incorrect storage after delivery
To make a claim, please contact us at hello@supershiokeats.com within 24 hours of delivery with your order number and a photo of the issue. We cannot process claims made after this window as we are unable to verify the condition of a perishable product once time has passed.
When we are unable to offer a refund
We are unable to offer refunds or replacements in the following situations:
- The product has been stored incorrectly after delivery (e.g. Bak Chor Mee kit must be kept frozen)
- The delivery address provided was incorrect or inaccessible at the time of delivery
- The product was left unattended after delivery and thawed as a result
- A change of mind after purchase
- The 24-hour claim window has passed
- Returns on sale items or gift cards.
You can always contact us for any return question at hello@supershiokeats.com.
Delivery notes
We dispatch Monday to Wednesday only to avoid weekend transit delays. If your order has not arrived within the expected delivery window, please contact us and we will investigate with our courier partner immediately.
For South Island and rural deliveries, please note that transit times may be longer and we recommend ensuring someone is available to receive and freeze the order on arrival.
How to contact us
Email: hello@supershiokeats.com
Response time: within 24 hours on business days
We are a small, founder-run business and we take every order personally. If something isn't right, please tell us — we would do our best to fix it.