How can we help?

If you do not receive a confirmation within 12 hours of placing your order we recommend you check your Spam filter settings and look through your Junk folder, in case our emails are going in there. To stop this from happening, please add 'help@crackerjack.co.nz' to your email address book, then emails from us should come through just fine.

If this is not the case, then the incorrect email address may have been entered on the order. Please check your account details to ensure your email address is spelt correctly and it's your valid email address.

If you are still unable to work out why you are not receiving a confirmation email then please email our Online Team and we will look into this for you.

For added security, we recommend selecting the ‘Signature Required’ option at checkout. This ensures that NZ Couriers won't leave your parcel unattended. The cost of this service is $1.00, which will be automatically added to your freight cost. 

If you choose to sign your delivery, please ensure that someone is home to receive the parcel. 

Please note that the Signature Required is not available for Rural Addresses as a third party delivers the rural parcels. 

When your order has been picked and dispatched you will receive a confirmation email that your bargains are on their way to you. This email will have your tracking number so you can track the progress of your delivery through NZ Couriers website: https://nzcouriers.co.nz/tools/track-a-parcel/

Please follow the below instructions to track your order on the NZ Couriers website:

1. On your email order update, you will see a tracking number like this CU..123.A.3111111.1

2. Open the tracking page and locate the option “Customer printed labels”.

3. From your tracking number, enter the Company A/C number (seven digits after A.) and Consignment number (three digits after CU.).

4. Click Track my item.

Please allow up to 24 hours for your tracking number to register with the courier before making an enquiry.

Our standard delivery cost for orders are $7.95 Auckland up to 10kg, $8.95 North Island up to 10kg and $12.95 South Island up to 10kg. There is a $4.95 to $5.95 additional charge for rural delivery. Orders over 10kg will calculate automatically at checkout based on weight of heavy items. Items over 25kg and/or are over 1.5m in size are available only for click & collect.

We aim to dispatch your order within 2 working days. Delivery times are subject to stock availability, and we may advise you if your order will be delayed. Orders placed on weekends or public holidays will be dispatched on the next business day.

Once it’s been collected by NZ Couriers, you can expect to receive your order within the following delivery timeframes provided by NZ Couriers: 1 – 3 working days North and South Island. Please allow extra 3 – 4 working days for rural delivery.

Delivery timeframes start from the date when the courier picks up the order, not from the time when the order was placed. Please note that your order will take up to 2 business days to be processed before the courier picks it up.

We use NZ Couriers for our online deliveries where possible. Please contact NZ Couriers through this link https://nzcouriers.co.nz/about/contact/, or https://nzcouriers.co.nz/tools/track-a-parcel/ for parcel tracking.

Waiheke and other Outer Island orders are delivered through NZ Post. You can track your order here https://www.nzpost.co.nz/tools/tracking. 

Rural deliveries are collected by NZ Couriers and passed to a third party (Coural) for final delivery.

Once the parcel has been delivered to your property the courier is no longer responsible for the parcel and will not refund or replace items that have been lost, stolen or damaged after they have been successfully delivered to your property.

We recommend making sure that you include instructions where you would like your parcel left when placing your order if no one will be home to receive it. Otherwise, the courier drivers will leave the parcel on your doorstep or in your mailbox if it is small.

No we do not do express shipping.

We have a maximum single product allowance of x50 per person. For any larger orders, please contact our help desk help@crackerjack.co.nz. Bulk orders may incur an extra freight charge.

We do not deliver to PO Boxes or ship internationally.

Click & Collect allows you to place an online order and collect it at your chosen store. Simply select the products you want to buy online on our website, select your preferred store and make sure you choose Click & Collect as your delivery method at checkout.

Orders are typically ready for pick up within 1-2 business days from the date you placed the order. You will receive a confirmation email from us and another email when your order is ready to be collected from your local Crackerjack store.

Go to your chosen store and tell one of our friendly team members at the counter that you are there to collect your order, and they will direct you to the right place

All you need to bring is your order number and a copy of your email collection notification – it is okay to show the email on your phone.

Yes, if they have your order number and a copy or screenshot of your email collection notification.

We will hold your items for 7 days after your email collection notification.

You can return your Click & Collect order to any Crackerjack store, and please remember to bring proof of purchase. It follows the same returns policy as online orders. For further information, please refer to our returns policy.

Yes, it is available at all stores that hold the product selected. If the product is unavailable for a specific store, that means it is sold out in that store.

You can select your delivery option or preferred store in three ways: by changing it in the filters, on a product page, or at checkout. On desktop, the Delivery or Click & Collect filter is located on the left side of any page when you start shopping. On mobile and tablet, you need to click on "Filters" at the top of the page. You can also change your store or delivery option on a product page or at checkout.

To check which stores have the item you want, go to the product page and click on "Check Stock Instore". This will show you the stock availability for each store.

If you are wondering why there are unavailable items displayed on the website, it is because you haven't selected your preferred delivery option. Under the "Delivery or Click & Collect" filter, you can choose which delivery method you are shopping for so that only items available from your chosen store or delivery will display.

That is probably happening because you have changed your preferred store during your shopping process. Your cart will be updated to show what is or isn't available from your chosen latest store.

If you are unable to proceed to payment at checkout, it is likely because there are unavailable items in your cart. You can either remove them from your cart or change your delivery method to see which items are available for your selected delivery method. You can check which items are or aren't available for your chosen delivery method under the Review Order section or change your delivery method under Shipping Options.

Because the items you have selected are unavailable from your chosen store or our fulfilment stores and can't be shipped. Please remove items or change your delivery method at checkout.

While we endeavour to keep our stock levels accurate at all times, all orders are subject to availability and, on occasion, the stock levels shown on the website may be incorrect. Also, because we're a bit different – we don't ship from a warehouse, products can sell from the stores at the same time as online orders. If an item is purchased and is not available at the time of picking, you will receive an email from us, and the item will be refunded automatically.

The best before date provides information on food quality. Food can still be sold and consumed after its best-before date as long as it has been stored according to the instructions on the packaging. However, the food may have lost some nutritional value and might not taste the same.

Parallel imports refer to products that are imported and sold outside of a brand's authorized distribution channels. They are often more affordable than the brand's usual prices here in New Zealand because they are sourced directly from overseas supply chains without the middle man.

We will send you a confirmation email as soon as we have received your parcel. If you do not hear from us, call the service you used to return the parcel. Sometimes post does get lost so we recommend you send items via tracked delivery.

We are committed to providing you with a quality experience at Crackerjack. Products purchased online can be returned within 30 days of delivery with a returns form to Crackerjack Online or any Crackerjack store to receive an online store credit or a refund.

Please be aware that if you placed an online order using Afterpay, you will need to contact help@crackerjack.co.nz so our online team can assist you with the refund. Due to the way Afterpay works, we are unable to process refunds for Afterpay orders at Crackerjack stores if the order was originally placed online.

Click here to download returns form

If the item is not available it can be exchanged for an item of the same value. Returned products must be unused, unworn and unwashed, with all original packaging and be accompanied with the original receipt.

The following items are not eligible for return: gift cards, earrings, underwear, swimwear, clearance products and perishable goods such as food. We also do not accept products that are intimate or sanitary goods, hazardous materials, flammable liquids or gases. Crackerjack does not accept returns due to change of mind, please choose carefully.

The refund will be in the same form as your original payment. If a product is faulty, we will of course meet our obligations under the Consumer Guarantees Act 1993 to provide a remedy.

If you decide to return your purchase to us via post or courier, you will need to pay the postage costs. These will vary depending on the size of the item and your location. We will notify you via email as soon as we receive your return.

If you have received an order containing a faulty, damaged product or the wrong product we will happily exchange it for you. You can either return it to your local Crackerjack store with your proof of purchase and returns form or for online orders you can contact us at help@crackerjack.co.nz to request a courier pickup your item free of charge. You will also need to include your proof of purchase and completed returns form.

Email: help@crackerjack.co.nz

Office hours: 9:00am - 4:00pm Monday - Friday (excluding Public Holiday)

We will endeavor to get back to you as quickly as possible.

Please see our full store listing here.