Domestic - within NZ
Free NZ shipping on all orders $120 and over.
Flat rate of $8.50 for orders $119.99 and under.
Saturday delivery cannot be guaranteed.

A large shipping fee will apply to prams, cots and other large items. This is $25 for the North Island and $40 for the South Island. We do not ship large items to the Chatham Islands.

International
We ship Internationally with NZPost.  Please note, we currently only ship select brands internationally - Bear & Moo, Hello Poppet and a small selection of others.  The shipping rates are flat rate and are calculated at the checkout.

Australia Standard shipping (3 - 8 business days) - $14 AUD
Australia Express shipping (2 - 5 business days) - $20 AUD

South Pacific - $35 NZD (6 - 13 business days)
Asia - $50 NZD (6 - 13 business days)
Rest of the World - $60 NZD (6 - 13 business days)

Please note, we do not currently ship to the USA.

If you place multiple orders, we reserve the right to combine the orders when shipping in order to save on wastage.  This is irrespective of whether you have paid multiple times for shipping.  We are unable to change or add to orders once placed so please check your cart carefully to ensure it is correct.

We aim to ship orders within 48 hours (we ship Monday to Friday and are closed weekends). Once we've shipped, you’re at the mercy of the courier! However, we do aim for 1 – 2 days delivery within NZ once shipped (rural delivery can take longer).  We are based in Hamilton, New Zealand. 

Our packages are shipped as plastic free as possible.  We use compostable bags which are 100% made from plants and can be composted at home. Please remove all courier ticket labels and the non-toxic adhesive glue strip prior to composting. You can read more information about the compostable bags here.   We use paper tape which can be recycled/composted.  We use cardboard boxes.  If products do arrive with any soft plastics, please recycle these if possible. 

We allow pick ups from our Warehouse at 1 Glennis Place, Frankton, Hamilton Monday to Friday 9am to 5pm.  Please select pick up at the checkout and you will receive an email notification when your order is ready for collection. We do have a retail store at the same location so you are welcome to browse and shop in store instead of online.

We want you to be 100% happy with your purchase, therefore we offer a refund or store credit on full price purchases within 10 days of receiving them.

Any items returned must be unwashed, unworn, unused and in their original packaging in the same saleable condition they were sent to you in.  We cannot accept returns where the original packaging is damaged or tags/labels have been removed.

Sanitary pad products are all final sale only due to the nature of the products.

Swimwear can only be returned if the included hygiene sticker is still intact and has only been tried on with underwear.

Please check sizing charts before ordering clothing, and if in doubt email hello@bearandmoo.co.nz where we can advise on measurements and help you decide.  If a product doesn't fit when it arrives, you are welcome to return it under this returns policy as long as it meets the requirements above.

There are no refunds or store credit given on sale items except as required by the Consumer Guarantees Act.

We do not offer exchanges.

Please contact us to arrange any returns. 

Returns are to be shipped at your expense (unless products are faulty) and must be done so with a signature required as we are not responsible for any returned items lost in the post.  Once received, we will process your refund or store credit.  When you send your item, please include your contact details, order number and whether you would like a refund or store credit.  Please do not ship any items for return without contacting us first. 

Please note that we do not refund your original shipping cost and if items were eligible for free shipping, we reserve the right to deduct our shipping costs from any refund due.

If you believe a product is faulty, please send a photo or video to us on hello@bearandmoo.co.nzand we will let you know the process for an exchange or refund.

Before returning a battery operated item which you consider faulty, we require that you have tested your item with a brand new set of high quality batteries, such as Everyready GOLD, Energizer Plus or Duracell Plus. The majority of ‘faults’ are due to the use of poor quality batteries, such as using a mix of old and new batteries, using rechargeable batteries or cheap chain store or $2 shop batteries. If your item still seems to be faulty or the fault is with an item that is charged by cord then please email us on hello@bearandmoo.co.nz and we will contact the supplier. We may ask you to run some at home tests which we will email through.  If these don’t work we will get the item back for testing and if it is deemed faulty then we will be happy to replace / refund depending on stock.  If it is returned and not deemed faulty, you will be responsible for the cost of shipping.

All Bear & Moo and Hello Poppet products come with a 12 month warranty from date of purchase. If a problem occurs from workmanship or materials, we’ll sort it out for you.

Your rights under the Consumer Guarrantees Act are not altered by this warranty.

What’s covered

Manufacturing faults. This means when the product was made, not something that has worn out or been damaged along the way through normal use.

Reusables, textiles, clothing and swimwear

Stitching and seams, Snaps, Elastic, Zips, Velcro, Fabric faults, the waterproof PU and PUL.

Tableware

Faults in the ceramic or the silicone.

Wooden toys

Faults in the materials, finishes, or fasteners.

White noise machines

The unit, the speaker, the charging port, the controls, a battery that won’t hold charge.

What is not covered

• Normal wear and tear
• Staining, fading or discolouration
• Leaks or smells caused by fit, absorbency or your wash routine
• Shrinkage, pilling and snags
• Accidental damage, drops, breakages or pets
• Damage from not following the care instructions
• Repairs or alterations made by anyone other than us
• Anything bought secondhand
• Changing your mind (refer to our returns policy)
• Using skin creams or topical treatments that will transfer to textiles

Making a Claim

Email hello@bearandmoo.co.nz with:

1. Your order number or receipt
2. A photo of the fault
3. A quick note on what happened

We’ll come back to you within three (3) business days. If it’s a manufacturing or material fault we’ll repair, replace or refund, whichever makes the most sense.

Non Bear & Moo and Hello Poppet Products

Other brands we stock each have their own individual warranty periods.  If you believe a product is faulty, please contact us so we can assist.

Effective Date

This warranty was updated on 09/09/2026 and applies to all purchases made on or after this date. Anything purchased prior to this date retains it’s original warranty.