Delivery & Pickup Policy

At FreezeDrop, we make your body sculpting journey as seamless and private as possible by delivering our clinical-grade technology straight to your doorstep. Because we operate a premium machine-rental service, our "shipping" process uniquely includes both the initial drop-off and the final collection of your FreezeDrop system at the end of your rental period.

1. Our Service Area

We proudly service the Greater Auckland region, including:

• Central Auckland
• North Shore (Dispatch hubs based out of Torbay and Glenfield)
• West Auckland
• East and South Auckland

Please Note: Some rural, remote, or hard-to-access addresses across the wider Auckland region may require manual confirmation before your booking can be fully finalized. If you reside in a rural zone, please contact our team prior to checking out.

2. Delivery & Pickup Fees

Unlike standard e-commerce courier shipping, our delivery fee covers the physical transport, secure handling, and return collection of medical-aesthetic machinery.

• Calculated at Checkout: Delivery and pickup fees are dynamically calculated based on your specific delivery postcode and its distance from our Torbay or Glenfield dispatch locations.
• Transparent Pricing: The total delivery fee shown at checkout is comprehensive—it covers both the delivery of the machine to you and the return pickup at the completion of your hire period.

3. How the Delivery Process Works

Step 1: Scheduling Your Delivery

Once your rental order is confirmed via our Shopify store, our team will get in touch with you via email or text message to coordinate a precise delivery window that suits your schedule.

Step 2: Sanitization & Dispatch

Before any device leaves our Auckland hubs, it undergoes a rigorous multi-point performance inspection and a hospital-grade sanitization sequence. It is then securely packed to arrive pristine and ready for immediate, guided use.

Step 3: Doorstep Delivery

We provide professional, prompt delivery to your designated address. Due to the high value and sensitive nature of clinical fat-freezing equipment, an adult must be present to sign for the delivery and receive the machine. We do not leave equipment unattended on doorsteps, in carports, or with building reception desks unless explicitly arranged in writing beforehand.

4. How the Return Pickup Process Works

Your return pickup is fully managed by the FreezeDrop team and is pre-arranged to coincide with the final day of your rental term.

• Preparation: Please ensure the FreezeDrop machine, power cables, protective equipment, and any reusable accessories are clean and packed securely back into the provided transport casing exactly as they arrived.
• Collection: Our team will arrive at your location during the pre-scheduled collection window to retrieve the system. Just like delivery, an adult must be present to hand over the equipment to our team.

5. Delivery Delays or Schedule Changes

We understand that plans can change. If you need to reschedule your delivery or pickup window, please notify us at least 24 hours in advance.

While we always strive to meet our exact scheduled delivery windows, unexpected traffic, transit issues, or extreme Auckland weather conditions may occasionally cause minor delays. If our dispatch team is running behind schedule, we will contact you immediately with a real-time updated arrival estimate.

6. Damaged or Faulty Equipment upon Arrival

Every machine is thoroughly tested right before dispatch. However, if you notice any visible transit damage to the exterior case or find the machine is not powering on correctly upon delivery, please notify our delivery driver immediately or contact our customer support team at [Insert Support Email/Phone] within 2 hours of receipt. We will promptly swap out the equipment to ensure your rental period is not impacted.