FAQs and COVID-19 updates
We are currently experiencing high demand through emails and on the phone. Below are some commonly asked questions and answer that may assist with your query.
Both of our distribution warehouses are fully operating and dispatching throughout New Zealand, including Auckland. Please note, under 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 Auckland reaches Level 2, please contact the webstore on email@example.com or 0800 46 66 63 with your order number.
NZ Post and Mainfreight are still working through the backlog of orders. 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.
Thank you for your continued patience and understanding.
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.
All stores outside of Auckland are fully operating under Level 2 rules. Contact your nearest store for any queries.
Auckland Level 3:
Our Auckland stores are ready to take your phone orders between 11am and 4pm. Please call your nearest store to place your order and arrange contactless store pick-up. Level 3 health & safety measure will apply.
If you have an order to collect from our Auckland warehouse, please contact your nearest store or our web team to book your spot. Warehouse pick-ups can be scheduled for Saturdays between 9am and 1pm.
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.
While we work to be as transparent and prompt as possible, any updates provided by the government may supersede the below information.
Level 2: Business as usual – of sorts!
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.
Level 1: Business as usual!
Our retail teams will also work to maintain a high level of hygiene and housekeeping standards, and QR codes will be available for our customers to scan in during each visit.
For any queries, please contact our web store team on firstname.lastname@example.org Please stay safe and be kind to each other. We look forward to seeing you in-store again soon.
The team at nood