Frequently Asked Questions

Shipping

How long does it take to process my order?

Orders are processed within 3–10 business days, excluding weekends and public holidays. You'll receive a tracking number via email once your order has shipped — please allow up to 72 hours for tracking information to become active.

Do you ship internationally?

Yes, we offer international shipping with rates calculated at checkout. For remote locations or bulk orders, please email us at bearmodinfo@gmail.com for a shipping quote.

Who is responsible for import duties and taxes?

Any import duties, taxes, or VAT charged by your country's customs authority are the customer's responsibility. We recommend checking your local regulations before placing an international order.

My order hasn't arrived — what should I do?

If your order hasn't arrived within 3 working days of the expected delivery date, please contact us at bearmodinfo@gmail.com and we'll look into it right away.

Returns & Refunds

What is your return policy?

We accept returns within 14 days of delivery, provided the item is unopened, in its original sealed packaging, and in resalable condition. Change-of-mind returns are at the customer's expense, and refunds are issued to your original payment method within 5–7 business days.

Can I return supplements or consumable products?

Supplements and consumable products cannot be returned unless they are faulty or incorrect. This is to ensure the safety and integrity of all products we sell.

What if my item is faulty, damaged, or incorrect?

Please report any faulty, damaged, or incorrect items within 7 days of receiving your order. Send us photos and a description to bearmodinfo@gmail.com and we'll make it right.

Are sale items eligible for returns?

Sale or discounted items are only eligible for return if they are faulty or incorrect — change-of-mind returns are not accepted on sale items.

Our Products

What makes your products different?

Our products are designed and made in New Zealand, drawing on the country's exceptional natural resources. We focus on harnessing the power of nature — including native botanicals, premium Mānuka honey, and other carefully sourced natural ingredients — to create wellness, skincare, and lifestyle products that are both effective and gentle.

How do I take your supplement products?

Dosage and timing vary by product and are clearly outlined on each product's label and listing page. As a general guide, most of our supplements are best taken in the morning, ideally before eating, to support optimal absorption. Always follow the directions on the packaging.

Are your supplements safe during pregnancy?

We recommend consulting your physician or healthcare provider before taking any supplement if you are pregnant, nursing, or managing a medical condition. Some formulas may not be suitable alongside certain medications — please check individual product pages for specific guidance and contraindications.

What sleep and wellness products do you offer?

We carry a range of natural wellness products designed to support better sleep, recovery, and daily energy. Our sleep-support range encourages healthy breathing habits overnight, which can contribute to quieter nights, improved recovery, and better daytime focus. All products in this range are designed with comfort and skin safety in mind.

Are your wellness products safe for sensitive skin?

Yes. Our topical wellness and sleep-support products are formulated with skin-friendly, hypoallergenic materials and are free from harsh irritants. They are intended for healthy adults — if you have a pre-existing health condition, please consult a healthcare professional before use.

What skincare products do you carry?

We stock a premium range of New Zealand-made skincare products formulated with natural, clinically supported ingredients. Our range includes facial creams, serums, cleansers, and multi-purpose balms — many featuring Mānuka honey, bee-derived actives, and plant botanicals known for their restorative and age-defying properties. Full ingredient lists are available on each product page.

Do you have products for pets?

Yes! Our pet care range includes:

FurMagic – Mānuka Honey shampoo for a shiny, healthy coat.
PawMagic – Soothing balm for dry or cracked paws and noses; dog-friendly and lickable.
OdorMagic – Deodorising spray to eliminate pet odours between washes.
CoatMagic – No-rinse leave-on shampoo to brighten and freshen your pet's coat between washes.

Are your products natural and free from harsh chemicals?

Yes — natural integrity is at the heart of what we curate. Our products are formulated with high-quality natural and organic ingredients, including UMF™ Mānuka honey, native plant extracts, bee-derived actives, and other carefully chosen botanicals. We avoid unnecessary harsh chemicals wherever possible. Full ingredient information is available on each individual product page.