Frequently Asked Questions

We offer a Click & Collect online shopping service, so you can place your order online and swing past your nearest PAK'nSAVE to collect. You'll need to create an account, then simply choose your preferred timeslot and place your order.

Online shopping is currently not available at Wairau, Gisborne or Levin. We'll let you know if that changes, sign up to email to get the latest updates.

You can shop online using your computer, smartphone or tablet. Just create an account and start shopping! You can also shop on your mobile using the PAK’nSAVE app.

We only provide a Click & Collect service so you collect your groceries from your nearest PAK'nSAVE store. If we add a delivery option in future, we’ll be sure to let you know.

The minimum order value is only $1.

If you are 18 years or over you can purchase alcohol online. You will need a proof of ID when you collect your shopping. It is illegal to make a false declaration of age in order to purchase alcohol.

From 9 December 2024 Auckland Councils new Local Alcohol Policy requires all supermarkets in Auckland to stop alcohol sales (including low and zero-alcohol products like 0% alcohol beer) at 9pm each night. Timeslots at impacted Auckland stores will close at 8pm. 

Please note that the following PAK’nSAVE stores do not sell alcohol: Lincoln Road, Alderman Drive Henderson, Westgate, Mt Albert or Invercargill. 

 

You can change or cancel your order up until the Order Cut-Off Time. Times can vary from midnight the day before, 12 or 24 hours, determined by your local store.

To change an order, go to My Orders, select the current order you would to like to edit by clicking on view/change, and follow the prompts. Please note that the updates to your order may result in a change in the total price of your shop, based on the time the amends are made.

To cancel an order, go to My Orders, select the order and follow the prompts to cancel.

North Island: We are committed to providing quality grocery products. We have a Refund & Returns Policy that covers product quality and pricing issues for goods purchased from a North Island PAK’nSAVE.

Please choose your items carefully as we do not offer refunds, exchanges, or replacements if you change your mind. Read the Foodstuffs North Island Refund and Returns Policy. 

South Island: If items you have purchased are damaged, faulty or spoiled at the time of pick-up, we will comply with our obligations under the Consumer Guarantees Act 1993. Please contact our Customer Support Centre on 0800 PAKNSAVE (0800 725672) if you receive an item that you consider to be damaged, faulty or spoiled. Proof of purchase will be required.

You can order up to seven days in advance of the day you want to collect your groceries from your PAK'nSAVE store. Occasionally we may release timeslots early which will be displayed within the timeslot selection dropdown.

If a product you have ordered is not available, we will try to substitute it with a similar product of equal or higher quality, but we will only charge you an equal or lower price. 

Before submitting your order you can let us know if you are happy for us to substitute an alternative item for you if the one you have chosen is out of stock. If you let us know that you happy to accept substitutions, your Personal Shopper will endeavour to select a similar item for you if the original item you have ordered is unavailable.

There are some products we do not substitute such as alcohol, baby formula, hair dye and vitamins. These products are usually specifically chosen by customers based on personal taste and preference and therefore aren’t appropriate to substitute.

You can buy most things online however there are some exclusions such as flowers, gift cards, tobacco, hot food, oversized items and very heavy items. 

Your order is assembled by a personal shopper at your chosen PAK'nSAVE store. 

Once you've checked out, you'll receive a confirmation email, detailing all the products, quantities and an estimated order value.

If you're logged in, your cart will be saved automatically and the items will remain in your cart until you purchase them. If you're logged in on other devices,, you’ll be able to see any items you’ve added. Please keep in mind that specials and deals are only available for a certain period of time and will be priced at the date the order is submitted.

No, we do not supply trade customers. If we suspect that you are purchasing goods for resale, then we will not fulfil your order.

The service fee for Click & Collect is $5, whatever the value of your order, plus $1 bag fee. Store's that don't provide paper bags are exempt from the bag fee.

While we endeavour for our online prices to match in-store prices, they may not always be the same.

If you use the sort by price feature, the price used for sorting and ordering the products will be the promotional price, except for multi-buy promotions.

If sorting by unit price and a product doesn’t have a per unit price available (for example, because it is exempt from the unit pricing regulations), it will appear at the end of the list, after the products with available per unit pricing.

In the case of multi-buy promotions, the price used for sorting will be the price you will pay if you only purchase one product.

To ensure the best performance and a smooth browsing experience on our Deals pages, we limit display to 1,000 products at a time.

When you sort by price, products are listed by their promotional price (except for multi-buy promotions). For multi-buy items, the price shown is for a single unit.

To keep the app running smoothly, we show up to 100 products at a time.

A 'Sort by unit price' option is coming soon!

You can pay either by credit or debit card - Visa or Mastercard. American Express cards are also accepted at most stores, with the exception of PAK’nSAVE Mangere and PAK’nSAVE New Plymouth. Farmlands cards aren't accepted online.

For additional security, if it’s your first time collecting an online order we may ask you to show us ID and the payment card that was used to purchase the order.

A nominal amount of $1 will be taken from your payment card at the time your order is placed and then at each subsequent edit when you checkout. The charge is to ensure your card is valid and these charges will be reversed by your bank within 7 days.

Payment for your final order is charged once we have picked and assembled your order, which in most cases is the day your order is due to be collected.

If your credit or debit card is declined by your financial institution, we will contact you to make alternative payment arrangements. We can only release your order for collection once it has been paid.

Any product special advertised on the day the order is placed will be honoured, regardless of the order pick up date.

The final value of your order may differ from the estimated total. Items in your order are charged at the price applicable at the time you submit your order or any subsequent order amends, except in the following cases:

• when an item is out of stock – you won’t be charged for that item;
• if we substitute an item – you'll be charged an equal or lower price than the price of the original item;
• variable weight products – when we pack your order, we weigh the items and charge the price per kilo at the time you ordered for the exact weight supplied.

Yes, you do; it will be emailed to you after we assemble your order. You will receive a packing list with your order. 

Yes, you will receive a fuel voucher with your order at participating stores*. This voucher will be printed on your packing slip (which you receive with your order) and on your invoice (which is emailed to you). The fuel voucher value will be determined on the day your order is placed or edited, not the day that the order is collected (or delivered). It can be used only used once and the expiry date will be printed on the voucher.

*You no longer need a fuel receipt at PAK’nSAVE Fuel sites across the South Island, so if you collect your groceries from a PAK'nSAVE that has a Fuel station on site, you won't receive a fuel receipt. If your PAK’nSAVE doesn’t have an on-site PAK’nSAVE Fuel station, then you’ll receive a Fuelup voucher that you can redeem next time you fill at participating service stations.

Yes, PAK'nSAVE online takes payment security seriously. We are PCI DSS compliant and we do not transmit or store unencrypted credit card details. When you save a payment card to your account it is stored as a token to protect your sensitive data.

For extra fraud protection, 3D Secure (3DS) requires customers to complete an additional verification step with the card issuer if you add a new card. When you add a payment card to your online account you will be directed to a short bank process, where you will be required to complete a two-factor authentication step (2FA). Some common examples of 2FA are receiving a one time code to your phone when you make a payment; or when your bank asks for confirmation via its app that you’re really logging in.

Yes, you can have more than one credit or debit card linked to your account. When you save a payment card to your account it is stored as a token to protect your sensitive data. Each time you shop with us online you’ll be able to choose which card you want to use to checkout.

If your card doesn't get added to your account the first time, the best thing to do is check all the details you have entered are correct and try again. If you still get an error message after retrying then you will need to contact your card provider.

Some prepaid and payment cards do not support 3DS authentication and may not be able to be used. If you're unable to add your card please check with your card provider - they will be able to confirm if their card supports 3DS security verification.

Most stores offer dedicated Click & Collect parking for lockers, concierge, pickup desks, or drive-throughs. Check your order confirmation email or text for details, and follow the carpark signage.

If your store has lockers, you'll receive an assigned locker and a code to open it.

Need help? Press the intercom, and a team member will assist you.

If your order contains alcohol, please bring valid ID: We can only supply alcohol to customers 18 years or older, so if your order includes alcohol you will be required to show a valid NZ ID to one of our team members. Valid forms of ID include an 18+ HANZ Card, a current NZ Driver’s Licence or a current Passport. If you’re unable to show a valid ID which proves you are 18 years or older, any alcohol in your order will be removed and a refund will be issued for those withdrawn products.

If your chosen store has lockers, please use the intercom located next to the lockers to notify our team who will be out to assist. You won't be able to access your locker until your ID is verified. 

Some stores do not supply paper bags, so please remember to bring your own. Further information will be in your confirmation email and text. 

It is important that you choose a timeslot that you will be able to meet, however if you find yourself unable to collect your order within that timeslot please call our contact centre on 0800 725 672 to make alternative arrangements. In order to ensure the temperature integrity of chilled and frozen items and/or release the locker to the next customer, it is likely that we will remove your order from the allocated locker for safe keeping within the store.

If you want to change your timeslot, you can do so before your Order Cut-Off Time. Times can vary from midnight the day before, 12 or 24 hours, determined by your local store. Go to My Orders, select the order you’d like to update and follow the prompts. Please note that you can make changes to your order up to 24 hours prior to your collection time.

If your selected store offers paper bags, your groceries will be packed into eco-friendly paper bags and a flat $1 fee will be applied, regardless of how many bags are required for your order.

Some stores no longer supply bags. For bagless stores the bag fee will display as $0. This will be confirmed on your order confirmation as well. Please bring your own bags or boxes to pack your groceries.

If you prefer that no bags are used, please state this in the Order Details screen before submitting your order. The store will then endeavour not to use bags and won’t charge a bag fee if other packaging options are available (e.g. cardboard boxes).

Log in and head to My account section. From here you can update your details, manage payment cards plus create and manage shopping lists and view previous orders. To change the email of your account please contact customer service on 0800 725 672. 

If you forget your password, click on ‘Forgotten password’ on the log in screen, enter your registered email address and we’ll send you a link to reset your password. If you don’t receive our email in your inbox, please check your junk folder. 

To change your password you'll need to be logged in - go here to update your password.

We promise that all items picked for you will have the freshest date available, and we will assemble your order just like it was our own.

If you have preferences for items, like if you prefer green bananas, add a comment in your trolley before you check out and we'll do our best to provide what you're looking for. 

A dedicated personal shopper handpicks your order. Personal shoppers are professional shoppers that have been trained to select products as if they were shopping for their own families.

We actively support the following browsers on desktop, mobile and tablet:

Browser	Browser version	Operating system
Chrome	69 and above	Windows 7, 8, 10, Mac OS, Android 6, 7, 8
IE	11 and above	Windows 7, 8, 10
Edge	15 and above	Windows 7, 8, 10
Firefox	62 and above	Windows 7, 8, 10, Mac OS
Safari	11 and above	Mac OS, iOS 11, 12

 

As new browsers are released, we test these too and ensure our site is fully supported. While PAK’nSAVE Online may work on earlier browser versions, we can’t guarantee the reliability of our site on these browsers. 

If you’re having trouble finding what you need, please contact us on our online contact form here, or give us at call at 0800 725 672