FAQs and COVID-19 updates

Below are some commonly asked questions and answer that may assist with your query.

Click & Collect:

Why is my item not available for click and collect?

Unfortunately, we can’t offer collection of items over 20kg or low-stock products. If the product you’re looking at falls into these categories, it will not be available for click and collect.

How do I collect my order?
Head into your selected store with a copy of your confirmation email and some identification, and our team will bring your order to you right away to complete the pickup process.

Auckland stores:

All Auckland stores are now open with health & safety measures in place:
Scan in when you arrive, wear a mask when in our stores, keep a 2-meter physical distance to other customers and staff. You can check your nearest store for opening hours here.

Auckland warehouse pick-ups can be scheduled for Saturdays between 9am and 1pm. Please contact your nearest store or our web team to book your spot. Strict measures will be in place to keep you and our teams safe and QR codes will be available for our customers to scan in during each contactless visit. You can find more information here.

All other stores are operating under Level 2 restrictions. Our online store and distribution will continue, though social distancing measures will be in place for deliveries to your home, and collections from our warehouses and Mainfreight depots.

Retail stores will also be set up to support effective social distancing, with team members wearing masks and capacity limits in some of our smaller stores.

To support safe distancing, our retail teams may not be able to assist you in carrying items to your vehicle. Please ensure you bring a friend to assist!

Increased hygiene and housekeeping standards will be in place, and QR codes will be available for our customers to scan in during each visit. You can find more information here.


Both of our distribution warehouses are fully operating and dispatching throughout New Zealand, including Auckland. Please note, under all Level 3 restrictions Mainfreight are only able to deliver to the main door of apartment buildings, not to individual apartments. If you need your order held until the Auckland Region reaches Level 2, please contact our webstore on web@nood.co.nz or 0800 46 66 63 with your order number.

NZ Post are experiencing a very high volume of parcels, with significant demand in Auckland. Please allow extra time for your tracking details to arrive in your inbox, and your purchase to arrive at your address. You will receive an email with a tracking link once your order has been dispatched from our warehouse - check your spam folder as well.

Auckland customers - once your item has been dispatched from our warehouse, please allow up to 5 working days for delivery.

Thank you for your continued patience and understanding.

Customer Resolutions:

If you have a faulty or damaged product, please complete a customer resolution form here, and our team will be in touch to resolve the problem.

For any queries, please contact our web store team on web@nood.co.nz

Please stay safe and be kind to each other. The team at nood