Frequently Asked Questions
What payment options are available?
We currently accept payment via Visa, Mastercard and Online Eftpos. Online Eftpos is currently only available for customers banking with ASB, Westpac, Heartland Bank and The Banking Co-operative.
What time should my order be delivered?
In most cases orders should be delivered by lunchtime. However Courier Post delivery schedule may vary in different locations and it may not be delivered until as late as 5pm. Please check the tracking e-mail for the latest information.
Why can I not find product recently seen on the website?
We try only to show products which are currently available for purchase. This may mean that there are more or less products showing today than yesterday. We hope that this avoids disappointment or delays with shipping. Please check back often to see what is available today.
What if I do not receive a confirmation e-mail?
If you have submitted your order at checkout, you should receive an order confirmation. Provided that the payment has been successful, we will process and send your order. If you have not received an e-mail as expected, please check your junk and spam folders and add us to your safe senders list. If you are still unable to find the e-mail please contact us firstname.lastname@example.org and we will look into this for you.
What days do you deliver?
During a standard week (no Public Holidays) we will deliver Tuesday to Saturday (Tuesday to Friday for rural) via Courier Post. Deliveries are overnight for urban areas (not designated rural) and 2 nights for rural. There are no courier pick up or deliveries on Public Holidays and we will dispatch orders to ensure prompt delivery working around Public Holidays. Some urban areas are not serviced by a Saturday delivery and you can check your address here.
What if I am not home?
What do I do if my order has not arrived?
We are happy to assist with this, however you may get a faster response by contacting Courier Post directly. The details regarding your delivery can be found on the shipping information e-mail. Click on the NZPOST link in the e-mail for more details You are welcome to contact us for assistance.
Why do I sometimes get newsprint in with my order?
Product stay colder when there is no empty space. We will often fill empty space with crumpled newsprints. This is just another method of ensuring product arrives at the correct temperatures.
What packaging can be recycled?
We are constantly working towards a solution where all packaging is sustainable and recyclable. While we still need to use some plastic in the packaging process, we hope that the below options while assist in recycling the packaging used. We are working on innovations which will allow for the temperature control to be maintained using less plastic.
- Carton liners are degradable
- We use New Green paper and plant based packaging when possible. You can learn more about these products here.
- Polybins can be recycled at certain locations around NZ. You can view details here.
- Soft plastics used can cleaned and taken to soft plastic recycling stations. You can view locations here.
- Ice gel packs can be pierced and the gel can be added to the garden or general waste (gel is non toxic) the plastic can then be washed and recycled with soft plastic.