Frequently Asked Questions
If you forget your password, click on ‘Forgotten password’ on the login 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.
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.
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.
Once you've checked out, you'll receive a confirmation email, detailing all the products, quantities and an estimated order value.
You can place, change or cancel your order up to 24 hours prior to your order pick-up time.
The minimum order value is only $1.
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).
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.
Your order is assembled by a personal shopper at your chosen PAK'nSAVE store.
A nominal charge of $1 will be taken from your payment card at the time your order is placed and then for each subsequent edit, to ensure your card is valid. These charges will be reversed by your bank within 7 days.
Payment is then finalised when we have 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.
You will find most advertised specials available online.
- 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 will receive a fuel voucher with your order. 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.
We can only supply alcohol to customers 18 years or older, so if your order includes alcohol you will not be able to access your locker until you show a valid NZ ID to one of our team members. To get a team member to meet you at the lockers, please use the intercom located next to the lockers. 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.
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.
To change your timeslot after you’ve submitted your order, go to My Orders, select the current 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.
We promise that all items picked for you will have the freshest date available, and we will assemble your order and treat it just like it was our own.
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.