FAQs

Delivery Policy - Frequently Asked Questions

1. What is the ordering deadline?

Our ordering deadline is the cut-off time by which you need to place your order to ensure timely delivery. At this stage, orders placed before Sunday night will be processed and delivered on the following Tuesday. 

2. How do you source your groceries?

At Staffsale, we believe in sourcing our groceries directly from quality suppliers and local producers. By eliminating intermediaries, we maintain control over the quality and freshness of our products, ensuring a delightful shopping experience for you.

3. When will my order be delivered?

All orders placed by Sunday night will get delivered on the following Tuesday. We will look to increase delivery dates for different communites.  Rest assured, we work diligently to fulfill all orders and deliver them on the designated date.

4. Will my order be delivered to my workplace?

Yes! To enhance convenience, we offer workplace delivery - your workplace will just need to sign up to become a hub. Please get in touch if your workplace is interested. No need to make additional trips to pick up your groceries!

5. How will I be notified about my delivery?

We understand the importance of staying informed about your order's status. You will receive a delivery notification via the email you registered with.

6. What happens if there are delivery exceptions or delays?

In rare cases, factors beyond our control may cause delays or disruptions to the delivery process. These can include extreme weather conditions, unforeseen logistical challenges, or events affecting the operational capability of our delivery partners. We will promptly communicate any changes or delays to you and work towards resolving the issue as efficiently as possible.

7. Can the delivery policy change?

Yes, our delivery policy may be subject to change based on the evolving needs of our customers and improvements in our services. We recommend reviewing this policy periodically to stay informed about any updates.

8. How can I get further assistance or support?

If you have any additional questions or need assistance regarding our delivery policy, please feel free to contact your Community Lead or our dedicated customer support team. They are available to provide you with the best possible support and ensure your satisfaction with our delivery services.

Refund/Return Policy - Frequently Asked Questions

1. Can I return fresh produce items?

No, unfortunately, we are unable to accept returns or provide refunds for fresh produce items. Due to their perishable nature, we cannot guarantee the freshness and quality of these products after they have been delivered. However, if you encounter any issues with your fresh produce order, you may upload photo evidence to our refund page within 48 hours of receiving the product. Our team will review the evidence and issue your refund.

2. Under what circumstances can I request a refund or return?

You can request a refund or return under the following circumstances:

The product is damaged, defective, or does not meet the expected quality standards.

The product is significantly different from the description provided on our website.

The product does not perform as intended or is not fit for its intended purpose.

3. How do I request a refund or return?

To request a refund or return, please follow these steps:

Within 48 hours of receiving the product, upload photo evidence of the issue to our refund page. Make sure the evidence clearly shows the problem with the item.

Provide a detailed description of the issue and any relevant information that may assist our team in processing your request.

Include your order number, contact information, and preferred method of refund (original payment method or store credit).

4. What is the process for reviewing my refund/return request?

Once we receive your refund/return request, our team will review the evidence and assess the situation in accordance with the New Zealand Consumer Guarantee Act. We will contact you within a reasonable timeframe to inform you of our decision.

5. How will I receive my refund?

If your refund/return request is approved, we will initiate the refund process as follows:

We will issue a refund as store credit by default. You could use the credit for your future shopping.

If you prefer to have the refund issued to your bank, the refund payment can be returned to you via credit card or other electronic means, the refund will be credited back to the same payment method.

Please note that the timeframe for the refund to reflect in your account may vary depending on your financial institution.

6. Does this policy comply with the New Zealand Consumer Guarantee Act?

Yes, our refund/return policy fully complies with the New Zealand Consumer Guarantee Act. This act ensures that you have rights as a consumer, including the right to seek a refund, replacement, or repair if the product you purchased does not meet the required standards.

7. How can I contact customer support for further assistance?

If you have any questions or need further assistance regarding our refund/return policy, please contact our dedicated customer support team. They are available to help you and ensure your satisfaction with our products and services.

Thank you for choosing Staffsale as your grocery e-commerce partner. We look forward to serving you and your workplace community with excellence and efficiency.