FREQUENTLY ASKED QUESTIONS
Need some help with your order or have a question you need answered quickly? We’ve included our most frequently asked questions below. If you still need help or answers, please email our customer service team at email@example.com.
How will my order be packed?
Your order will be packed in a sealed chilltainer with gel icepacks, designed to keep your meat chilled and fresh during transit. A sealed chilltainer is chill test safe for up to 24 hours. Please note, the gel icepacks are designed to melt in transit so don’t be concerned if these have fully or partially defrosted on arrival.
Are your products shipped fresh or frozen?
The majority of our products are shipped chilled. Any product that is sold frozen will be specified in the product description and title. Please note, some thawing on the outside of products may occur during the delivery period. Our frozen products are vacuum sealed and packed in specially designed chilltainers with gel icepacks, designed to keep meat cold during transit. This ensures our products are always stored at safe temperatures and are safe to refreeze.
Where do you deliver?
We deliver to all urban North and South Island addresses. Your order will be shipped by New Zealand Couriers. Because we deliver perishable product, we are generally unable to deliver directly to rural addresses. Instead, we can deliver your order to the nearest NZ Courier depot or agent for collection. Please see additional rural delivery information below.
When will my order will be delivered?
We aim to get your order dispatched within 2 working days. Orders are shipped out Monday-Thursday on an overnight service for delivery the following day. All orders are shipped with authority to leave instructions.
How do I know my order is on the way?
Once your order is completed, a confirmation email is sent to the address provided. On dispatch, an automated track and trace email will be sent for you to track your order from depot to door. Please check your spam folder if you don’t receive this.
Can I choose a delivery date?
If you have a specific date you’d like your order delivered, please put this in the notes field at checkout or email us at firstname.lastname@example.org.
What happens if I am not home for delivery?
Couriers can deliver any time of day and we have no control over this. All orders are sent with authority to leave. If you have a specific spot you’d like the courier to leave your order, please put this in the notes field when you place your order. Otherwise, the default location will be the front door.
How much is shipping?
We offer free delivery for all orders over $200.00. For all other orders we charge a flat rate of $9.50.
Can I track my order?
Once your order is dispatched, an automated track and trace email will be sent for you to track your order status. Please check your junk folder if you don’t receive this.
My order hasn’t arrived, what should I do?
You can track your order using the tracking number and link you were emailed upon dispatch (please check your junk folder). If you can’t access your tracking details, or have any issues or concerns please email email@example.com.
Due to unforeseen circumstances, delivery may sometimes be delayed. Where a delivery is delayed overnight, orders are normally placed in a chiller at the depot for delivery the next day. Our customer service team monitors any delivery delays and will be in touch to let you know if there are any issues. Don’t hesitate to contact us if you have any concerns.
Do you deliver to rural addresses?
Because we deliver perishable product, we are generally unable to deliver directly to rural addresses. Instead, we can deliver your order to the nearest NZ Courier depot or agent for collection.
To check if your address is classified as rural by NZ Couriers, click here.
What are my options for a rural delivery?
- Order with your usual address and use the notes field or email firstname.lastname@example.org to let us know your preferred NZ Courier collection agent or depot and preferred collection date. This will ensure there is no delay dispatching your order.
- Order with your usual address and the dispatch team will be in touch via text message to confirm your nearest collection agent. Please note: we will not dispatch your order until we confirm collection with you.
- Order using an alternative non-rural address – send care of a friend, family or workplace.
How will I know when my order has arrived and is ready for collection?
You can track your order using the tracking number and link you were emailed upon dispatch (please check your junk folder). If you’ve included a mobile phone number on your order, you will receive an automated text message when your order with the courier for delivery, and again once it’s been delivered to the agent.