FAQ


How long will my order take to arrive?

We strive to get all NZ orders received before 3:00pm dispatched same day with overnight courier (Courier-Post tracked package) so you can receive the following morning. Realistically this is not always possible and many orders take an extra day or few to dispatch. International orders are dispatched in 1-5 working days and generally take about 7 days to arrive, although some countries may take up to 21 days. We will contact you if we can not get your order shipped within 5 working days. Once you submit an order, please allow us a few days to do our job and process yours and our other customers orders. We regret we are unable to give further updates during the first 3 days after you submit your order.

Where is my order?

If you have submitted an order to us please rest assured we have received and are processing it for you as fast as we can. Once you submit an order, please allow us a few days to do our job and process it for you. We regret that due to the high volume of orders we need to process we are unable to give "Where's my order?" updates within the first few days of receiving your order. Being the squeaky bearing and making excessive noise after placing your order will not get you bumped up the queue or get you your order sent out any faster. In fact this only slows down everyone's orders. Please be patient and allow us to serve you.

Will my order be packaged discreetly?

Yes, we offer stealth delivery. We dispatch all orders in standard postal bags which only list our P O box as a return address. For international orders we use our low key background company name. We care about your privacy and pride ourselves providing a super-discreet service.

Will my personal details be kept safe and confidential?

Yes. We value our customers and pride ourselves on offering a super-discreet service. We may keep some basic customer information on file for the likes of tax purposes and order fulfillment, however this information will never be shared with third parties. For more information, please see our Privacy Policy.

Are your products legal in my country?

It is impossible for us to check the law in all countries for all of our products. It is your responsibility to check your local laws regarding the import of products sold by MindFuel. If in doubt, always consult your customs service and/or lawyer before placing an order. Do not order products that may be illegal in your country. By ordering you accept all responsibilities regarding the shipment and the legality of your order.

What if I am not happy with my order?

If for any reason you are not happy with your order you can return it to us within 14 days for a refund. Please contact us first before sending products back to us. We do not refund shipping costs unless there was a mistake made on our behalf. Returned goods must be unused and in original packaging. We do not accept returns on perishable goods such as herbs, plants or seeds due to risk of contamination. We do not accept returns on electronic goods such as vaporizers or digital scales unless the product is faulty in which case you are covered by the manufacturers warranty which we will support you with.

Can I review a product without using my real full name?

Yes, all you need to use to post a customer review is a first name (anything you choose) and an email. the email can be fake. We check reviews for spam before authorizing.

I have heard you guys have a great reputation and I would love to be a customer however you do not stock my favorite product. Why not?

We strive to offer the best selection of 'smart' products in the galaxy. If we do not have a product that you think we should we would love to hear from you and will do our best to get it for you.

I can get my favorite product elsewhere online for a cheaper price than you are offering it for. Can you match their price?

Yes. We will match any other online price in NZ. And if you spend over $24.95 you will get free delivery too. Even if you are rural.

Are you interested in stocking my product?

We are constantly searching the world for new and smarter products. If you have a product you think would appeal to our customer's, please contact our purchasing department.

I want to prepare a 'super sonic magic shamanistic healing brew', can you ring me and give me some advise? Or email me some tips?

No. All the info we have available is on our website. Due to the murky laws around things like herbal remedies we can not risk being entrapped into making therapeutic claims. Sorry. Emails of this nature will be ignored. Do plenty of research and consult your doctor before consuming any herbal remedy.

I have a cancer, MS, epilepsy, pain or another medical condition and/or are on medication, what products can I use? Can you give me some recommendations that may help me?

No. All the info we have is on our website. Due to the murky laws around things like herbal remedies we can not risk being entrapped into making therapeutic claims. Sorry. Emails of this nature will be ignored. Do plenty of research and consult your doctor before consuming any herbal remedy.

Do you have a printed catalog?

No. This website is our catalog. Please consider the environment before printing our website catalog.

Do you have / where is your offline retail store?

As of late January 2013 we are no longer operating any offline stores. This is so we can concentrate full-time on online orders and customer service, as well as new product development. Previously, from 2004 to 2013 we operated a retail smartshop located at 91A Devon st west, New Plymouth 4310, New Zealand. While we had a fantastic time running the shop it was leaving us with increasingly limited time to spend running our primary business, which has always been our online store and distribution.

I need my order today. Can I pick it up from you somewhere?

No. We are now online only and do not have a location suitable for pick ups. We provide free overnight courier delivery NZ wide for orders over $24.95. We are too busy getting our online orders processed to accommodate pick ups or personal delivery.

It's Friday and I need this order for Saturday night. Can you get it to me?

Yes, we can upgrade your order to Saturday delivery. This upgrade will incur a additional charge of $4.50. Do not leave ordering until the last minute.

I have tried to ring but no one answered. When is the best time to call?

The best time to call is Mon-Fri, 11am until 4pm, however we are extremely busy processing orders and can not always make it to the phone (for example when we have our hands in the potting mix producing our hops clones for shipment) For fast and efficient service please email us.

What if my question has not been answered in your FAQ?

If your question has not been answered in our FAQ then please Contact Us.