Frequently Asked Questions l Family Pantry - Organic Certified Wholefoods Online
How long will it take for my order to arrive?
Once you place your order online, we aim to dispatch it within 1-2 business days. Deliveries within the North Island (residential addresses) typically take 1-2 working days, while deliveries to the South Island (residential addresses) usually take 2-3 working days. For rural locations, please allow an additional 1-2 days for delivery.
My order hasn’t arrived, what should I do?
If your order hasn't arrived, please email us at info@familypantry.nz quoting your order number. We will contact the transport provider to determine when your order will be delivered.
How can I collect my order from Te Puke?
Orders can be collected from our residential premises in Te Puke by prior arrangement. Select "pick up in Te Puke" at the checkout page, and we’ll email you the pick-up details. For any queries, please email us at info@familypantry.nz.
How will my goods be packaged?
All bulk products are repacked into environmentally friendly, 100% compostable packaging. Simply remove the tin tie (as it is metal) and add the empty bag to your compost. For easier composting, we recommend shredding or cutting the bag into smaller pieces. Non-bulk product repacks come in the original manufacturer's packaging, and 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 in a commercial composting facility. In a home compost, the breakdown time depends on how well the compost is managed. Shredding or cutting the bags into smaller pieces helps accelerate the process.
Can I provide my own food containers to be filled at Family Pantry?
We encourage avoiding wasteful packaging and plastic whenever possible. We are in the process of enabling customers to bring their own food containers to be filled at our HQ in Te Puke. For updates, sign up for our newsletter and follow us on Facebook (@FamilyPantryNZ).
Do you sell gluten-free food online?
Yes, many of our products are gluten-free. Each product description includes allergen information, making it easy to identify items suitable for gluten-free diets. We aim to make it easier for those with specialty diets to access wholesome food easily and quickly.
My order arrived incomplete or damaged, what should I do?
If your order arrived incomplete or damaged, please email us immediately at info@familypantry.nz. It is important to contact us right away in case of damage so we can lodge a claim with the transport provider.
What is your privacy policy?
We will never share your information with any third party. A third party is anyone other than you and us.
Is it safe to use my credit card on your website?
Yes, it is safe. 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 newsletter on our website www.familypantry.nz, or follow us on Facebook and Instagram (@FamilyPantryNZ) for regular updates.
Will you sell fresh organic vegetables and fruits in season?
We would love to offer fresh, organic vegetables and fruits in the future. If you know of a local commercial source of organic produce, please contact us at info@familypantry.nz.
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 constantly adding new products, so if there's something specific you're looking for, let us know.