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Frequently asked questions
 

We're here to help you with any query you have so if you don’t find answers below then please get in touch online here or call 0800 200 600.

Our Customer Experience team is available Monday to Friday between 7:30am-5:30pm and Saturdays between 9:00am-12:30pm.

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Do I  have to be a Farmlands shareholder to make an order?
No, anyone can shop online with Farmlands or at any of our 82 retail stores nationwide.

I cannot log into MyFarmlands. What do I do?
If you cannot log into MyFarmlands or you are experiencing any other issues, you can request assistance here or call 0800 200 600 during business hours.

I have forgotten my password. How do I reset it? 
Click here to reset your password. 

 

For more help on MyFarmlands click here

I am a Farmlands shareholder, will I still get shareholder pricing? 
Yes, if you are a Farmlands shareholder and have registered to MyFarmlands you will see your shareholder price on the product page. Remember, if an item is already on promotion, you may not get any further discount than the advertised price.
 

If you have not registered for MyFarmlands, please register here


Will still I earn Choices Rewards Points when shopping online at Farmlands?
Yes, you will still earn Choices Rewards Points with online purchases (excluding Nutrition commodities including PKE, DDGS and soya hulls). 


I can’t log into MyFarmlands. What do I do?
If you cannot log into MyFarmlands or you are experiencing any other issues, you can request help here or call 0800 200 600 during business hours.


I have forgotten my password, what do I do? 
Click here to reset your password.  

How do I become a Farmlands shareholder?
You can find out how to become a Farmlands shareholder and unlock all the benefits of the co-operative here

 

For more help on MyFarmlands click here

Are all your products in-store available on the Farmlands online store?
No, the products represented online is a selection of our core retail product range and exclude many of our bulk farm inputs and restricted items. We are continually adding products to our online store, however if there is something you need you and cannot see, please contact us here, we are happy to help


Who should I contact if I have a question about a specific product or price?
Please contact your local Farmlands store here.


Is every item on my order guaranteed?
Our teams review every order as they are received. In the event we are unable to supply an item on your order, or there is a delay in supply, we will contact you to discuss the options.


I have seen a product advertised but can’t find it online. 
Whilst we aim to have all advertised products available online, there are times this is not possible. Contact us online here or call 0800 200 600 during business hours, and if you have the advertisement on-hand we can help you faster.

What payment methods do you accept online?
Farmlands Account, MasterCard and Visa credit and debit cards. Farmlands shareholders must be registered to MyFarmlands to charge orders directly to their Farmlands Account during the checkout. 

Can I pay online using a Farmlands Gift Card? 
No, we are currently unable to accept Farmlands Gift Cards online. 
 

Do you offer lay-by? 
No, we do not offer a ‘lay-by’ services. 
 

Where can I find my tax invoice? 
You will be emailed a copy of your tax invoice when your order has been processed and packed. 
 

When will I receive my tax invoice? 
A tax invoice will be created when your order has been picked up if you chose to pick up in-store, otherwise you will receive it when your order has been dispatched for delivery.

Do you offer delivery?
Yes, we can deliver to your home, lifestyle block, farm, or business, almost anywhere within New Zealand (some exclusions apply).

 

What are your delivery exclusions?
We do not currently deliver to the outer islands of New Zealand including Chatham Island, Stewart Island, Kawau Island, Waiheke Island, Matakana Island, Great Barrier Island and d’Urville Island. We can deliver to a freight forwarding provider at the request and expense of the customer (delivery charges will still apply).


If you would like to discuss delivery to these destinations, please contact us online here or 0800 200 600 during business hours.

We do not delivery to PO Boxes.
 

Do you deliver overseas?
We only delivery to addresses in New Zealand (some exclusion apply).

When will my order be delivered?
We aim to deliver standard size orders within 7-10 working days. Some rural deliveries and restricted goods may take longer. If your order is going to be delayed, we will contact you. 

 

How much is delivery?
Delivery charges are calculated during the checkout process and will appear as a single charge in your order summary.

Standard Item: $9.99
Oversize Item: $100

Where an order has both standard and oversize items the higher delivery charge will apply. 


What should I do if my order has arrived with damaged or faulty products?
If any products arrive damaged or faulty, please contact us online here or call us 0800 200 600 during business hours within 24 hours of the delivery.  

 

When will I be charged for my order?
Once a team member has confirmed your order you will be charged, and payment confirmed.

What happens if I don’t live in a courier delivery area? 
Your delivery will be dropped off at your nearest collection point. If you’re unsure about this, please get in touch. 

 

Do you charge for pick up?
No, we offer free in-store pick up at all 82 of our retail stores nationwide. Simply select "Pick up in-store" in your shopping cart, search and then select your local Farmlands store. 

When can I pick up my order?
You will receive an email from us when your order is ready to pick up in-store. Please wait for the email before heading to store. 

How long do I have to collect my order? 

We ask you to collect your order within 7 days.

Why is my order taking so long? 
We aim to have your order processed and ready for collection within 3 days, however we know this is not always the case. If you order is taking longer than expected, please contact us for an update on your order.


What do I need to bring when I pick up?
Please bring a copy of the order email and photo ID when collecting your purchase. You can view our store opening hours here.


Can somebody else collect my order for me? 
Yes, if you have arranged someone to collect on your behalf ensure they have the order email and photo ID too. 

Can I change my pickup location to a different store? 
Unfortunately, this cannot be changed. Please contact us online here or call us 0800 200 600 during business hours to discuss your change. 

Can I change my order from pick up in-store to a delivery after I have made my purchase? 
Unfortunately, were unable to change a pick up in-store order to delivery. Please contact us online here or call us 0800 200 600 during business hours to discuss your change. 

Can I wait until all items in my order are ready before I pick them up? 
Yes, you can wait until all items in your order have arrived and collect it at once. 

Where can I find my tracking number?
If a tracking number is available, you will find this in your order update email notifying you your order has been dispatched. 

What are the delivery times? 
Standard delivery: 7-10 business days (plus 3 additional days for rural delivery)  

Can I view my order history?
If you have registered for MyFarmlands, you can log in and view your order history from the online store. This is not available for guest shoppers.

What is your return and refund policy?
If you have products and are seeking to return and refund or require an update on this matter please contact us online here or call us 0800 200 600 during business hours. 

Click here to view our full Returns and Refunds Policy.

What do I do if I need to cancel/amend my order?
If you want to cancel your order and it has not been processed or picked up by the courier contact us immediately online here or call 0800 200 600 during business hours. 

If the order has been processed and picked up by the courier, this will need to be processed as a return. 

Can I return an online order to a store?
Yes, items can be returned for an exchange or refund at any of our 82 retail stores nationwide. You will need to bring a copy of the appropriate invoice with you. 
 

How long will it take until I get a refund? 
If you return a product to a store, the return transaction usually takes 1-3 business days to show in your account. 

How can I create a wishlist? 
Register or log into your MyFarmlands account, when on the product page, simply click on the ‘heart’ icon to add that product to your wishlist. 

How can I review products on my wishlist?
Simply select the ‘heart icon’ next to the left of the search box, or on mobile you’ll find ‘wishlist’ in the navigation menu. 


A product has disappeared from my wishlist. 
If a product is no longer available, it will be removed from your wishlist.