Delivery charges are calculated and added to your order after you have entered your delivery address. You will see the full charge before completing your purchase. Delivery charges are in New Zealand dollars and include GST, cover packaging, delivery and insurance.
We support delivery of all of our products anywhere in New Zealand; however some isolated regions may require additional delivery time. If this is the case for your area we will notify you of this prior to processing your order. We do not deliver outside New Zealand; however orders may still be placed from overseas with a New Zealand delivery address.
The anticipated dispatch time will be within 1-5 working days unless an item ordered is out of stock, bulky, or you have provided a rural delivery address. You will receive an email when your order is dispatched, this will include a track and trace number to enable you to follow your parcel.
The delivery company used is dependent on your delivery location and the size of the items ordered.
Dispatch and Delivery days are Monday to Friday, excluding public holidays. Thursdays 2pm cut-off on deliveries for perishable items (meat products, frozen goods).
When will I get my order?
Usually, it takes 1-2 days to fulfil an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
- North Island: 1-2 business days
- Auckland: 2-3 business days
- South Island: 3-5 business days
- Rural: 3-7 business days
My order has not arrived yet, what should I do?
Before contacting us, please follow the below steps:
- Check your order confirmation email for any mistakes in your delivery address.
- Track your order online with the tracking details sent to you in your Order Confirmation Email.
- Check if your order has not been left with a neighbour or that someone has received the order on your behalf.
PRODUCTS ORDERED BY WEIGHT
Where items are ordered by weight, we will endeavour to provide you with an amount as close to the requested weight as possible. The actual amount you receive may exceed or be less than the amount requested. Please note that the price charged will be on the day of invoicing (either the day of or the day before delivery is due) and will be solely based on the actual weight of the item that you received and not the requested weight. Should the amount or the price of the delivered item be unacceptable you may return the item (or items) for a full refund. South African Pantry will not be liable for any redelivery or remedy from items returned due to weight or cost differences.
Should the weight on the delivery invoice differ from the actual weight of the product delivered, but the price charged is accurate, South African Pantry will not be liable for delivery of the weight amount as per the delivery invoice.
Only items indicated as available on our Website can be purchased. Items stocked in store but not indicated as available on our Website, do not form part of our catalogue and therefore cannot be ordered. We will not deliver items not available on our Website even if they are requested through any special instruction available as part of the ordering process.
Due to the fact that we carefully choose your goods in store, we may occasionally run out of stock before we can update our stock availability on the Website. We endeavour to keep this to a minimum, but provide the facility for you to select ‘substitution’ options in the event that we are unable to fulfill your original request.
Where we deliver to and restrictions thereof
The delivery service may not be available in restricted areas From time to time, and with no prior warning, we will update the delivery coverage areas. We reserve the right to restrict deliveries in certain areas, including areas previously covered by our affiliate courier service.
We also reserve the right to withdraw our services to individual customers’ addresses subject, but not limited, to the following:
- Dangerous delivery conditions that pose a health and safety risk for our courier company;
- Unavailability of free suitable, and legal, parking and offloading space;
- Excessive distance between the vehicle offload point and the final customer handover point, including any unreasonable requirement or expectation to climb stairs or negotiate other physical obstacles;
- Repeated unavailability of an authorised signatory to take delivery;
- Repeat and excessive returns that misuse the reasonable nature of the service;
- Repeat and/or excessive short supply or damage claims for which responsibility or liability cannot be determined.
Should we not deliver to your area and you would like us to – please submit your location to us and we will contact you when/if we are able to extend coverage to your area.
We cannot accept responsibility for the provision of an incorrect delivery address. We will deliver to the address provided at point of order submission. This delivery address is clearly displayed throughout the online shopping experience and can easily be changed at any point up until final payment confirmation. Should we be unable to deliver due to the provision of an incorrect delivery address, all the applicable Terms and Conditions will apply.
The delivery process
Delivery times offered will vary according to our store location from which your delivery will be picked and distributed this is based upon your delivery address, which may be different from you registration address.
Our affiliate courier company will bring the shopping to the door of your premises or business only.
Providing entry into your premises is at your own risk. South African Pantry accepts no liability or responsibility for any loss or damages occurring as a result of or consequence of your request for our affiliate courier company entering your premises, whether or not the loss or damages could be construed to be as a result of negligent behaviour.
Our affiliate courier company will carry identification which you must ask for. Drivers will be able to inform you of the order number and the intended recipient (as provided on the order) as an additional security check.
If you do not contact us to rearrange a failed delivery within 12 hours of the start of the original delivery slot, the order will be cancelled and the cost of your order charged. For the avoidance of doubt, South African Pantry reserves the right to retain the cost of perishable items and the associated delivery charge when the service has been provided in accordance with the Terms and Conditions as laid out.
For delivery, your order will be presented in sealed boxes and/or cool boxes – with exceptions for loose items unable to fit, or bulk products which are more easily transported and delivered in their original packaging. The seals should only be broken in the presence of an authorised signatory. Should the boxes not be sealed, or the seals already broken, you should not accept the order and immediately contact South African Pantry.
Please note adverse weather conditions, accidents, road work, unusual traffic congestion or any other events outside of our reasonable control may result in the occasional late or cancelled delivery. If that is the case we will endeavour to contact you as soon as we are able to and reschedule your delivery time and date. In any event for cancelled deliveries our liability to you will be limited to refunding the price of any goods not delivered and the associated delivery charge. We cannot be held liable for delivery delays outside of our control and any refund where liability is accepted will be limited to the cost of the delivery charge.
Deliveries are limited to 1 delivery per address per day.
We use an independent courier company for our deliveries.
North Island, South Island and rural deliveries will be processed Monday through Friday.
We do not process deliveries on weekends or public holidays.
12pm cut off on all orders.
Delivery and collection charges
Delivery charges are determined locally based on the factors affecting deliveries at your chosen delivery address and from our physical store. South African Pantry reserves the right to adjust delivery charges, at any time and without prior notification, to take into account local conditions and quality of service in accordance with every delivery address.
In store collection (where available) is currently free, although South African Pantry reserves the right to apply a reasonable charge without prior notification.
Orders are currently not subject to a minimum order value – South African Pantry reserves the right to amend this policy at any time and apply a minimum order value without prior notification.
Deliveries on orders above the size and weight shipping value
For orders above the size and weight shipping value, we cannot guarantee meeting your specific order. Should we be unable to meet your chosen order we will be in contact with you. We reserve the right to adjust this order value threshold at any time and without prior notification.
Changing your order
Amendments to orders must be completed online before the full transaction for the respective order has been reached. South African Pantry Limited will not be held liable or responsible for any impacts related to the amendments, particularly with respect to stock availability or delivery/collection slot pricing or availability.
South African Pantry Limited reserves the right to accept no amendments after the full transaction is complete.
Cancellation of orders prior to delivery or collection
There is a no cancellation policy for the South African Pantry online store for both delivery and collection.
Last updated 2 May 2022