Frequently Asked Questions

How long will it take for my order to arrive?

Once you have placed your order online, we aim to get it dispatched to you within 1-2 days. We offer an overnight service to Northland (residential addresses) and a 48 hour service to the South Island (residential addresses). For rural locations, please allow an extra day for delivery.

My order hasn’t arrived, what shall I do?

Please send us an email at info@familypantry.nz quoting your order number and we will contact the transport provider to find our when your order will be delivered.

I want to come and collect my order from Te Puke, how do I arrange this?

Orders can be collected from our residential premises in Te Puke by prior arrangement.

Once you select "pick up in Te Puke" at the checkout page we will automatically email you the pick-up details for your order. However, should you have any queries regarding collection of your order, please email us on info@familypantry.nz

How will my goods come packaged?

All of our bulk products repacks are packed into our environmentally friendly 100% compostable packaging. Simply remove the tin tie (as this is metal) and add the empty bag to your compost. We recommend shredding/cutting the bag into smaller pieces when adding to your home compost, in order to assist the composting process.

Non-bulk product repacks come in the manufacturers packaging. Orders are packed into recycled cardboard cartons.

How long does it take for the compostable packaging to break down?

Our tin tie bags are certified to break down completely to natural elements within 90 days when sent to a commercial composter. This will ensure that the packaging is exposed to the correct levels of light, moisture and oxygen.

Our bags are also compostable in a home compost. How quickly they break down depends on how well the compost is tended to. We recommend shredding/cutting the bags into smaller pieces prior to adding it to your home compost, in order to assist the break-down process. 

Can I provide my own food containers to be filled up at Family Pantry, instead of using your packaging?

At Family Pantry we are all about avoiding wasteful packaging and plastic whenever we can. We are currently working on finalizing a process which enables customers to bring their own food containers and have them filled up at our HQ in Te Puke and we hope to make this service available in early 2018.

Be the first to receive updates on this and other important Family Pantry news by signing up to our newsletter and make sure you follow us on Facebook (@ FamilyPantryNZ).

Do you sell gluten free food online?

Yes, many of our products are gluten free. Each product has allergen information as part of it's product description so it's easy to tell what is suitable for gluten free diets. We love that we are making it easier for those with specialist diets to get wholesome food quickly and easy.

My order arrived incomplete or damaged.

Please let us know straight away by sending an email at info@familypantry.nz Please note, it is important to contact us straight away should your order arrived damaged, as we will lodge a claim with the transport provider.

What is your privacy policy?

We will never share your information with any third party. Who is a third party? Well the first party is us, and the second party is you. So a third party is anyone other than you and us.

Is it safe to use my credit card on your website?

Yes. We don’t store any of your credit card information and we will never share your personal information with anyone else.

How do I sign up for news and updates?

You can sign up for our monthly newsletter on our website www.familypantry.nz , or like and follow us on Facebook (@ FamilyPantryNZ) for regular updates.

Will you sell fresh, organic vegetables and fruits in season?

We would love to sell fresh, organic vegetables and fruit to our customers in future. If you know of a local commercial source of organic produce please contact us on info@familypantry.nz

How is it possible for you to sell such cheap organic food?

There are a few reasons. We are an online business that does not have the overheads and expense of a retail premises. We also buy many of our products in bulk quantities and pass the savings on to our customers. We are a small, family business committed to offering value for money and awesome service to our customers.

Any other questions or comments?

Please feel free to drop us a line at info@familypantry.nz or call us on 022 573 4151 – we are happy to help!

We are adding new products all the time, so if there is a product you are looking for please let us know!