Frequently Asked Questions

Store hours and Customer Care

What are the store trading hours?

Our stores operate across a range of opening hours to best suit their immediate communities. Please check your local store hours, by visiting their store page here.

Are we still only allowed to send one shopper, per family? 

We’ll keep monitoring the number of people in our stores as we have through Alert Levels 3 and 4, and we have extra cleaning and sanitising continuing throughout the day, on top of our usual cleaning.

Where you can, please keep sending one person, per family to shop. We know this won’t always be possible with people returning to work and school, so if you need to bring your children with you please make sure you physically distance your bubble from other shoppers.

Please continue to keep yourself and others safe by keeping a two metre gap between others when shopping in our stores.

Will we still need to queue to get into stores?

We’ll keep monitoring the number of people in our stores as we have through Alert Levels 3 and 4.

The great news is that with increased store hours and plenty of online delivery and Pick up capacity, we are seeing few, if any, queues and they are moving really quickly. 

Will you let older people or those who need support move to the front of any queues?

We're encouraging our teams to use their discretion and to actively look out for people in queues who might need support, to ensure they can get into the supermarket as quickly as possible. We want to try and keep any queues fast-moving and fair so that we're limiting any conflict as much as possible. We'd also encourage customers to look out for customers who might need support too.

Why can't I get through to a FreshChoice store?

We understand your frustration and appreciate your patience at this incredibly busy time. We’re currently experiencing an unprecedented amount of calls into our stores and our team is working hard to help all of our customers as quickly as possible. Please continue to treat our team with kindness and empathy, we’re all doing our best to help during this challenging time.

Online Delivery:

What should I do if I cannot get my usual delivery slot?

Our available slots are filling up quicker than usual. If our website isn't showing any available slots, please continue to search for the next available delivery slot. Unfortunately, we aren't able to arrange delivery slot bookings over the phone.

Should I expect more substitutions?

We are seeing more demand for some items, but we’ll do our best to deliver everything on your shopping list. If we're unable to do so, please make sure you’ve selected ‘Allow Substitutions’ so that we can find you the best alternative.

On the day of delivery, you'll receive an order receipt via email, which will state any unavailable items or substitutions made. Unavailable items will not be charged.

What if something I order is out of stock?

You are not charged for items you order until we have picked and processed your groceries for delivery. If a product you have requested is out of stock, you will be notified via email that it will not be included in your order and you will not be charged. You won’t need to call and request a refund.

Why aren’t you putting more resource into online delivery? 

While we are seeing unprecedented demand for our online services, our team is working hard to ensure it’s available to people who need to use it. This demand has also meant that our available delivery slots are filling up quicker than usual however if our website isn't showing any available slots, please continue to search for the next available delivery slot.

Will there be any contact with the delivery driver when you deliver?

To help look after our customers and team we have moved to a Contactless doorstep delivery service. Your driver will knock on your door and leave the groceries on your doorstep.

I’m self-isolating - how do I tell you?

You can tell us you’re self-isolating in the checkout process, where we ask you if you’re self-isolating, so just say yes, and we’ll pass that information on to your delivery driver. If you chose this option then we will not be able to bring your shopping in to your home.

When will more Delivery and Pick up times be made available?

We're working hard to increase our capacity and add more Delivery and Pick up times. You can view and book times up to 13 days in advance.

What if I have to stay home, but need essentials delivered to me urgently?

If you’re unable to visit one of our stores, don’t have any family or neighbourhood support nearby, and are having trouble getting an urgent online delivery, the best people to contact are your local Civil Defence Emergency Management (CDEM) Group, who can help. For more information, visit: https://www.civildefence.govt.nz/resources/news-and-events/news/cdem-group-0800-numbers-for-supporting-communities/

Stock levels:

Are stock levels back to normal? 

We’ve been working with our suppliers to make sure we’ve got plenty of the food and essentials our customers might need and we’ve now been able to remove limits from all products in our stores.

Where can I buy hand sanitiser?

We currently have a limited supply of hand sanitiser due to the global demand, but we're working hard to source more stock. Please check at your local store for availability.

Why are there gaps in the baking aisle, like flour and yeast? Why can't I find any flour when I need it?

It turns out that when Kiwis are in lockdown, we bake! A lot. We're working as hard as we can with our suppliers to make more baking ingredients, and particularly flour and yeast, which are in really hot demand.

There is more coming in every day, so bear with us and thanks for your patience.

Product Limits:

What product limits are in place? 

There are now no limits on products at FreshChoice stores nationwide.

Physical distancing:

What is physical distancing?

Physical distancing is a term used by the Ministry of Health to describe less contact between you and other people.

The advice from the Ministry is that this will help prevent or slow the spread of COVID-19. The more space there is between you and others, the harder it is for a virus to spread.

What is FreshChoice doing to maintain physical distancing?

The safety of our team and our customers is our main priority.

We’re supporting the Government’s recommendations to encourage physical distancing by using tools in our stores to help people create space between themselves and others, and our team. These include markings on floors, using the shopping trolley as a tool - supported by good hygiene practices.

How will this work when stores are too busy?

We have adopted Govt guidelines and have restricted the number of people allowed into our stores at any one time according to the size of the store.

We are working to balance the shopping needs of our customers with the requirements of physical distancing, which can help prevent or slow the spread of Covid-19.

We will continue to monitor this during busy times and make further changes as and when we need to, to keep our team and customers safe and healthy.

How are you protecting your customers?

The safety of our team and our customers is our main priority and we have a number of measures in place to help prevent the spread of the virus. These include:

  • Maintaining our comprehensive food quality and hygiene standards across the store.
  • A detailed cleaning programme in our stores every day, supported by increased cleaning across high traffic areas.
  • Signs in stores to encourage good hygiene and care for each other
    • asking those who are self isolating to not enter the store.
    • sharing guidance on common hygiene and physical distancing.
    • advising to use the size of a trolley as a distance guide between each other.
  • Floor marking distance guides at checkouts.
  • Recommending customers use Paywave where possible.

 

Can I bring my children to the supermarket with me?

Where you can, please keep sending one person, per family to shop. We know this won’t always be possible with people returning to work and school, so if you need to bring your children with you please make sure you physically distance your bubble from other shoppers.

Please continue to keep yourself and others safe by keeping a two metre gap between others when shopping in our stores.

I've seen people in and outside your stores standing too close - why aren't you doing something about it? 

All New Zealanders need to take responsibility to follow the Government’s advice and maintain physical distancing, whether that’s inside a supermarket or waiting in line to go into one

We are trying to support this with a number of measures in store. These include closing every second checkout and self service checkout, putting markings on the floor to help with distancing, and installing perspex screens at the checkout.

Ultimately, we need customers to help us out too by remembering to maintain physical distancing and protect each other’s bubbles.

Health and safety:

Do you have hygiene wipes for trolleys and at store entry?

We’re reinforcing our good hygiene measures as well sharing Ministry of Health guidelines with our team. We increased our regular store cleaning as a precautionary measure.

We’re also installing wipes at the entry and hand sanitiser at the exits of our stores nationwide in the next two weeks.

Can I still bring my personal, reusable containers in to be filled?

We’re doing everything we can to keep our customers and team healthy and safe.

While we’re passionate about reducing single-use plastic, we’ve decided to temporarily stop accepting BYO containers.

How can I be assured that your team are healthy?

The safety and health of our team is our priority. Across our business we have taken the opportunity to review our processes and are reinforcing our normal hygiene measures, sharing Ministry of Health guidelines on prevention and regularly communicating with our team across multiple channels about how to stay safe and healthy.

We have also put a range of measures in place that are designed to keep both our team and our customers safe and healthy. These include encouraging customers shopping in our stores to use their trolley as a distance guide and to follow new floor markings at checkouts. We’re also creating perspex screens to be put in place at checkouts, service counters and pharmacies. We’ll also be putting up posters across the store to provide our customers and teams with helpful tips to minimise contact with others.

Other recommendations include using Paywave where possible and maintaining strict hand-washing routines prior to coming into our stores.

We’re following the government’s requirements around self-isolation for any of our team members who are returning to New Zealand from overseas travel (and have done since the China restrictions were first put in place).

What steps are your personal shoppers taking to ensure hygiene? Shouldn’t they be wearing gloves?

The health and safety of our customers and team is our utmost priority. We’re continuing to reinforce our good hygiene measures as well sharing Ministry of Health guidelines with our team.

Supporting our suppliers:

How are you supporting small New Zealand suppliers?

We also want to be there to support the smaller manufacturers, farmers and growers that supply us during these challenging times. We have a range of different support options and will be working through these with suppliers directly as needed.

 

We are very grateful to our team members and suppliers who are working tirelessly to do the best job possible. Please continue to respect and support our team members, particularly if a product isn’t available or the checkout queues are longer than normal.

Supporting our team: 

How are you keeping your team safe?

The safety, health and wellbeing of our team is our main priority. It’s really important that we look after our people; supermarkets are an essential service and our stores will be open each day.

In addition to the safety measures we’ve put in place in our stores, we’re also ensuring that those of our team who are over 70 years old, who are vulnerable, or who need to take time off to look after their children can stay at home, and that they are able to shop for their own families too.

We are very grateful to our team members and suppliers who are working tirelessly to do the best job possible. Please continue to respect and support our team members, particularly if a product isn’t available or the checkout queues are longer than normal.