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A message to our customers
All of New Zealand
In line with the NZ Government new COVID-19 Protection Framework, from Friday 3 December our stores will be open for all customers and will follow the measures outlined in the Traffic Light Alert Levels.
Since the start of the pandemic, the safety of our team and customers has been at the core of everything we do and our strong COVID-safe protocols will remain in place across our stores. This includes extensive physical distancing measures, mandatory face coverings indoors, checking in requirements and the capping of customer numbers to maintain density limits. This may mean you experience a short wait before entering stores and we thank you in advance for your understanding.
The following measures apply across our store network under Red & Orange Alert Levels.
Face coverings
We require all customers and team members to wear a face covering when visiting our stores, unless medically exempt.
Vaccination status
Under the new COVID-19 Protection Framework, customers are not required to show their Vaccine Pass to gain entry to our stores. Customers wanting to dine in at our cafes will be required to show their Vaccine Pass.
Sausage sizzles
Sausage sizzles remain temporarily suspended in Auckland. Sausage sizzles have returned at all other stores, and volunteers are required to wear a mask.
Cafes
Cafés are open for dine in and take away. Customers over 12 years and three months who dine in will be required to show their Vaccine Pass when requested by a café team member.
QR Codes
QR codes are displayed at the entrance of our stores. We ask that customers please check in using the NZ COVID Tracer app to register their visit. Manual forms are also available for customers without a smartphone.
Since the outset of COVID-19 we have followed the latest government health advice and we thank customers for their understanding.
Due to a high volume of online orders, there may be a delay in fulfilling your order.
Due to high volumes of calls, there may be long wait times when calling our customer support team. If your enquiry is not urgent, please email us at [email protected] and a team member will reply as soon as they can. Thanks for being patient with us.
Frequently Asked Questions
If I order something online, how quickly can I expect to receive my order?
Due to the high volume of online orders, there may be a delay before you receive notification that your order is ready for fulfilment. Collection timeframes will be stated in cart for your selected store. Please check your order notifications or contact the customer support team on 0800 35 00 11.
How are delivery charges calculated?
Delivery charges are calculated based on the weight and dimensions of the items ordered plus your location. Our checkout process will advise you of the delivery cost to ensure you have this information prior to completing the purchase.
What time of day can I collect my order?
Once your order has been finalised by our team, you will receive an email advising your order is Ready to Collect. From this email you will need to book a date and select your preferred 30-minute time slot to collect your goods.
Please note these time slots are subject to availability and your local stores trading hours.
How do I change my collection time?
We will do our best to accommodate changes where possible. Please contact customer support on 0800 35 00 11 or email [email protected]
Can I send someone else to collect on my behalf?
Yes, as long as they have all of your relevant order details.
I’m having trouble with the website/placing my order. Can you help?
The website can experience high levels of demand sometimes. If you’re having issues please do not try and log in and instead shop as a guest.
Why can’t I log in or view my wishlist?
If you are having problems with this it is possible there may be some functionality issues with that service. Any problems will be resolved as soon as possible, but an option is to checkout as a guest for the time being.
What do I do if my order is incorrect?
Please contact customer support on 0800 35 00 11 or email [email protected]
What payment methods are accepted?
Purchases can be made by debit or credit card. Unfortunately, we are currently unable to accept gift cards or exchange vouchers online.
Will you price match products online?
Our Price Policy also applies to online products. Please contact the customer support team on 0800 35 00 11.
What if an item placed on order is not available?
Where an ordered item is not available, it will be substituted for a suitable alternative product if possible or cancelled from your order. You will receive notification of this and applicable refund details via email/SMS.
Can I make changes to my order once it has been confirmed?
Unfortunately, we are usually unable to make changes to a confirmed order once our team have started processing the order.
When can I expect my delivery?
Once your order has been dispatched by Bunnings, you will receive an invoice from us via email. We aim to deliver orders within 3-7 business days, although please note due to high demand courier services are experiencing some delays.
How do I find my tracking information?
Once your order has been collected from Bunnings by the courier, the courier will send you an email with your tracking information and/or contact you directly to arrange delivery. For parcel size orders, this is usually sent as soon as the parcel is collected from Bunnings by Post Haste. For larger orders, this is usually sent once the order has arrived at Fliway’s depot.
I live rurally and my order says it has been delivered but I don’t have it.
For rural deliveries, Post Haste usually hand over to the local rural postie. Please allow an extra day or two after receiving this notification for your postie to complete the delivery.
Can I use my Farmlands card or N3/CSC or similar purchasing or discount card online?
Unfortunately Farmlands and Organisations customers are currently unable to transact via the website due to technical limitations. You can place orders using a credit or debit card.