Shaklee & Modere New Zealand OFFICIAL FAQ

General

Q1: Is this the official launch of Shaklee New Zealand?
A: Right Now is the Soft Launch. This is a soft launch to allow early access and participation. The official launch (with an official NZ website) is in development and will be announced in early 2026.

Q2: What account types are available in NZ?
A: All account types are available to the people in NZ. Members (Preferred Customers), Ambassadors, and Retail Customers can register and participate during the soft launch.

Q3: Will I need to create a new account when Shaklee NZ officially launches?
A: If you are from New Zealand and join via the Shaklee Australia website during the soft launch phase, your account country will be transferred to NZ once the NZ business is officially launched. No need to make another Shaklee account later.

NOTE: You can’t use your old Modere.co.nz account log in details. You have to make a new Shaklee account. However, once you have a Shaklee account – you won’t need to make a new Shaklee account when the NZ website officially launches in January 2026.

Ordering

Q4: Can customers and Ambassadors in New Zealand place orders?
A: Yes! As part of our soft launch, New Zealand residents can place orders using the Australian Shaklee website for shipping directly to a New Zealand address.

Q5: What products are available?
A: New Zealand customers will have access to the entire current Australian product range which includes Shaklee and Modere products.

Q6: What website should they use to order?
A: During the soft launch, all orders will be placed through the Australian Shaklee website: https://au.shaklee.com 

Q7: Are all products on the AU site compliant for New Zealand (labels, formulations)?
A: Yes, all products are compliant with both Australia and New Zealand unless specifically stated otherwise on the website.

Pricing, Payments & Taxes

Q8: What payment methods are accepted?
A: On the Shaklee website, New Zealanders can pay using all the same Australian payment options, we accept Mastercard, Visa, Apple Pay, Google Pay, and PayPal.

Q9: What currency will they be charged in?
A: During the soft launch, Ambassadors, Members and Customers will be charged in AU dollars. Currency conversion occurs through the payment provider.
Please note that you may be charged international transaction fees by your card issuer.

Q10: Will my bank charge international fees for AUD purchases?
A: Please refer to your bank or card issuer for details on account fees.

Q11: Will prices include GST or are duties/taxes added separately on arrival?
A: Australia’s 10% GST is included in the product pricing – (Please note: Orders over NZ$1,000 may be subject to additional taxes and duty upon entry into NZ – test orders have not found this happening, but it is possible).

Shipping & Delivery

Q12: Can orders be shipped directly to New Zealand?
A: Yes! Orders will ship directly to New Zealand from our Australian warehouse. A fixed international shipping fee will apply of $35 AUD. So no matter how big and heavy your order is – you will be charge a set price of AUD$35 for EXPRESS international postage. 

Note: Test orders have been taking only 5 business days to arrive in NZ from Aus.

Q13: What is the fixed shipping fee to New Zealand for Members and Ambassadors?
A: A flat rate of AUD $35 on all orders, shipped via international express post.
Note: In January when the official NZ website opens – NZ will be eligible for FREE Postage over $199 – however for the rest of 2025 there is only a international flat rate available.

Q14: Can I use a PO Box or rural address for delivery in NZ?
A: Yes.

Q15: What courier service is used for NZ deliveries?
A: Orders will be shipped by Australia Post (express international shipping) for delivery by NZ Post.

Q16: Can I add Signature Required or Insurance to my delivery?
A: Currently, Shaklee does not offer the option to add additional services such as signature required or insurance. 

Q17: Is free shipping available?
A: During Phase One of our New Zealand soft launch, orders will be placed through the Australian Shaklee website and shipped from our Australian warehouse. Because these are international shipments, a fixed international shipping fee will apply to all orders. Once we officially launch in New Zealand, customers will have access to local shipping options, including free shipping on qualifying orders.

Q18: When will my order ship?
A: Orders placed before 2 pm AEST will ship within 48 hours, usually sooner, excluding weekends and major holidays.
Note: Processing delays may occur during holidays and peak ordering times. Peak ordering occurs from the 28th to the 5th of every month.

Q19: When can I expect to receive my order?
A: We strive to have every order delivered within 5–10 business days from date of order placement.

Note: Test orders have been taking only 5 business days to arrive in NZ from Aus.

Q20: What days are considered business days?
A: Business days are Monday – Friday, not including Saturday, Sunday or any National holidays.

Q21: How can I track my shipment?
A: Tracking is available for every order. You can track your shipments by visiting your Shaklee Account, clicking on Order History and then on Track next to the order you wish to track.

Returns & Guarantee

Q22: How do I return a product if I’m in New Zealand?
A: Yes, this is possible. Please contact Shaklee Australia Customer Service (email: australia@shaklee.com)

Q23: Who pays the shipping for returns from NZ?
A: Shaklee does not offer reply paid on returns, the customer is responsible for paying the shipping cost on the return.

Q24: Is the 100% Shaklee Guarantee available to NZ customers?
A: Yes, the same guarantee we offer in Australia is available during the soft launch period.

Promotions & Loyalty

Q25: Can Members and Ambassadors access product promotions?
A: Yes, absolutely. All product promotions available on the Australian Shaklee website will be accessible to New Zealand customers and Ambassadors during Phase One. Please note – free shipping for member orders does not apply yet. Once we officially have our NZ website, a threshold will be set for Members to enjoy free shipping.

Q26: Will Members and Ambassadors have access to the Loyalty Program?
A: Yes, the Loyalty Program will be available during Phase One. New Zealand customers who order via the Australian Shaklee website will earn Loyalty Rewards on eligible purchases and may redeem points for product discounts. All Loyalty benefits will be tracked through the Australian system and applied in AUD.

Q27: Will AU-only promotions also be available to NZ (e.g., gift with purchase, bundles)?
A: Yes, unless specifically stated.

Customer Service

Q28: I didn’t receive an order confirmation email. What do I do?
A: All orders will be recorded in your account on the website. If you didn’t receive your order confirmation email, you can check your order was submitted via My Orders > Order History in your account at au.shaklee.com or by contacting Shaklee Customer Service 1-800-001-108.

Q29: Will we have a Customer Service line?
A: Yes – people in New Zealand can contact Shaklee Customer Service at 1-800-001-108.

Q30: Shaklee Customer Service Hours of Operation:
A: Monday – Friday, 9 am to 5:00 pm AEST Sydney

(In Local New Zealand time that is 11:00 am to 7:00 pm NZT)

Q31: Is there a New Zealand-based customer service line planned?
A: Customers will be serviced through Australia and Shaklee international contact centres.

(NZ will get a local team in the new year.)

Ambassadors

Q32: Will Shaklee NZ Ambassadors have access to a Backoffice and reports?
A: Yes. New Zealand Ambassadors will have full access to the Shaklee Backoffice via the Australian system during Phase One.

Q33: Can Shaklee NZ Ambassadors earn commissions?
A: Yes! Ambassadors in New Zealand will be able to participate in the Shaklee Compensation Plan and earn commissions, which will be paid in AUD.
To learn more about our Compensation Plan click here: Compensation Plan Link

Q34: How will commissions be paid to NZ Ambassadors?
A: Commissions will be deposited into a PayQuicker account, as we currently do in Australia. From there you can transfer your pay in to your New Zealand bank account. At the time of transfer into NZ bank account currency conversion will take place. During Phase One, backoffice reports and bonus statements will be in AUD.

Q35: Will commissions be converted automatically into NZD?
A: As above, at the time of transfer into a NZ bank account, funds will be converted to NZD.

Q36: Will NZ Shaklee Ambassadors be eligible for rank advancement and bonuses during soft launch?
A: Yes.

Q37: How will taxes work for Ambassadors in New Zealand? Do I need an Australian ABN or just NZ IRD details?
A: During phase one (our soft launch) we will not require either.

Q38: Can Ambassadors earn incentives and promotions?
A: Yes! New Zealand Ambassadors can participate in incentives and promotions with all activity to be tracked through the Australian system during Phase One.

(Note: There is a gorgeous SMEG blender on offer for Ambassadors who quality during Q4 from now until December 31st! Message us for details)

Q39: Will NZ Ambassadors be eligible to qualify for incentive trips and global promotions?
A: Yes.

Q40: Will NZ Ambassadors be eligible to sponsor Ambassadors and Members in other countries?
A: Yes, they may sponsor into Australia, the United States, Canada, Malaysia, Taiwan, and Japan (and of course, New Zealand).