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Frequently Asked Questions
We are a grocery website that strives to source and supply the finest New Zealand-grown produce,
direct from the farmers and growers, at honest prices. Plus we’ve hand-selected our
favourite packaged goods from local and international suppliers.
Because we don’t have the overheads of normal retail stores we can pass the savings on to you.
And because we deliver to your door, it’s a convenient way to stock up on the best food at the best prices.
Silver Tier prices are our everyday low prices, available to everyone who registers an account with us or checks out as a Guest.
Then, if you choose to upgrade and pay for Gold Tier Membership, you can unlock our very best prices that have been cut to the bone.
Gold Membership is a month-to-month commitment of just $12.95. It’s set to auto-renew each month but you can easily turn this off (and on again!) at any time by visiting your Account > Manage Membership page on our website.
Find out more
We want you to make the most of your Gold Membership and enjoy the incredible savings
available to you - however we ask you to be fair about it. That’s because our margins really
are so low that abuse of Gold Memberships will harm our business – then everyone loses.
Here are some of the fair-use limitations we have put in place.
Each Gold Membership is designed to be used by one household. This is why each membership is restricted to two delivery addresses eg. work and home, or home and bach. If you genuinely need to update one or both of your addresses, our customer support team can help. Just email us.
SHARING / RE-SALE
Gold Memberships are not designed for sharing with others or for buying in commercial quantities. We reserve the right to cancel any orders we feel fall outside what we consider ‘fair use’.
We love it when people are generous so we want you to use your Gold Membership to buy gifts for others. We make it easy for you by allowing you to enter an additional address at Checkout so you can send your gift directly to the lucky recipient. However, we ask that you only use this feature for genuine presents, not as a work-around to send orders to non- members. We reserve the right to cancel any order that does not appear to be a genuine gift. We’re not going to be dicks about it – we just don’t want to be taken advantage of.
These limits may seem over-the-top at first glance but it’s a good sign for Gold Members – our margins really are super-low, which is why we need your membership fees.
Please refer to our Membership Terms & Conditions for more information.
At the moment we deliver to the North Island only, and we are unable to deliver to rural addresses – sorry!
This is because we cannot currently guarantee that our products will arrive in excellent condition in other areas due to transit times.
Our delivery area currently has two Delivery Zones.
Zone 1 encompasses Whangarei-Auckland-Hamilton (approx.) and Zone 2 is the rest of the North Island.
Delivery is a flat fee based on a combination of your spend level and your Delivery Zone.
Rest of North Island
|Up to $199.99||$12 delivery||$16 delivery|
|$200 and above||$8 delivery||$12 delivery|
ADDITIONAL PACKAGING DELIVERY FEES
There is an additional $3 flat fee when you order anything chilled (excluding seafood), to allow for the special packaging for that.
For seafood there is a $10 flat fee for each order on top of this, as it requires a lot of special packaging to protect it and keep it fresh.
ALCOHOL-ONLY DELIVERY FEE
We have cheaper flat-rate delivery charges for alcohol-only purchases up to $500. The fees are $5.99 for Zone 1 and $9.99 for Zone 2. To take advantage of these prices, simply remove all non-alcohol items from your cart for this transaction. If you purchase over $500 we will contact you about a modest additional freight charge. Our minimum basket-size of $50 still applies.
Our minimum spend is $50 per order. NB this amount is for products only – it excludes delivery fees and any charges for chilled packaging.
We want you to be completely satisfied with your purchases from us! If we have delivered the wrong thing, have mis-labeled a product on our website, or something arrives damaged or spoiled, please contact us ASAP for a refund or an exchange. And of course you’re covered under the Consumer Guarantees Act too. Please read our General Terms and Conditions for more information.
We don’t hold much stock, which helps us to keep prices as low as possible for you. So we often order from our suppliers AFTER you have ordered for us. By waiting a bit, you save a lot!
We have a limited number of in-stock items that we can dispatch the next business day (Mon to Thurs only). These Express orders will be sent by overnight courier to reach you the day after that.
Chilled and frozen food will be packed with chill-packs to keep it fresh for the duration of its journey. NB Frozen meat ordered by Express will arrive partially thawed so use within a few days as indicated in the Use By instructions on the packs.
To take advantage of this Express – Next Day service, your entire order must come from items in this category. Adding other products will delay your dispatch to the usual 5-7 days to give us time to order your products in for you.
There is no additional charge for Express service.
Auckland customers can now opt to have their Express orders delivered on the same day as dispatch. (See map for the delivery area)
This is called Express Tonight and there is a $12 surcharge for this faster same-day courier service.
Deliveries are made between 6pm and 9pm.
IMPORTANT: the dispatch day for Express orders depends on what time and day you place your order.
• Express Orders placed before 10am Mon-Fri will be dispatched same day and delivered 6pm-9pm that day.
• Orders placed after 10am or in the weekend will be dispatched the next business day and delivered that day between 6pm and 9pm.
Not only does Express Tonight cut your waiting time on our usual overnight courier service, your frozen purchases will remain frozen due to the shorter transit time from us to you.
If your delivery postcode is in zone and you have placed an Express order you will automatically be offered the chance to upgrade to Express Tonight. This happens during Checkout in the address panel.
If you are not in zone or you haven’t placed an Express order you won’t see this offer.
NB Express customers who don’t wish to pay this surcharge can still have the usual overnight courier for no extra charge. Frozen foods will arrive partially defrosted.
Non-express orders which dispatch in 5-7 days are not yet eligible for this night delivery service.
This service is currently only available in metropolitan Auckland – see map for details.
We will email you as soon as your order has been dispatched.
Orders are sent by Same Day courier or Overnight courier, and chilled items are packed with plenty of ice.
When the courier has delivered your parcel, we’ll send you an automated text message so you can bring your precious order inside. Please remember, it can take 5-7 days for us to dispatch your order.
“Elsewhere Up To” prices are a comparison we provide from our own research.
This is based on the same product in the same size or portion being sold by other retailers or websites.
NB The Elsewhere Up To price this is not necessarily the cheapest price available on any given day
due to the dynamic nature of grocery pricing. We strive to keep these comparisons up to date but, if in doubt, please ask us!
“RRP” is the “Recommended Retail Price” as advised to us by the manufacturer or supplier. It is provided as a guide but we urge you to make your own comparisons, as grocery prices frequently fluctuate.
Email us on [email protected] and we’ll be happy to assist!