Customer Service

How do I contact you?

We pride ourselves on great products and prompt, friendly and efficient service.

We are here to help and can be contacted in any of the ways shown on our Contact Page.

We are also happy to source additional products for you if required and welcome inquiries from new Hawke’s Bay suppliers.

Do you sell Gift Certificates?

Hawke’s Bay Pantry Gift Certificates are available online in our Gifts & More section.

The certificate can be printed and included in your order if you wish to present it personally or will be emailed to you or the lucky recipient.

Contact us to discuss your requirements if needed.

What are your delivery options?

We aim to have all orders placed before 2pm dispatched the same day.

All parcels are sent via courier (nationally) or DHL Express (internationally) and are tracked.  You will be notified when your parcel is on its way.

When you check-out you will be asked if you give permission for the courier to leave your parcel without a signature.  This is an option for those customers who may not be home when the courier arrives.

There is a section when checking-out where you can leave specific details regarding delivery or requests for the Hawke’s Bay Pantry team regarding your order.

Because Hawke’s Bay Pantry Ltd. want to keep your delivery charge to a minimum, our rates vary accordingly.  Local and national rates are displayed at the time of checkout depending on your location.

International rates may vary from what is displayed due to ongoing fluctautions in international freight rates – we aim to keep them as current as possible.

Should your order not arrive within 5 days please contact us so the Hawke’s Bay Pantry team can follow up and get your goods to you.

Please note that the efficiency of rural deliveries is often reliant on your local contracted rural courier service.

We ship internationally via DHL Express and will work with you so that you can enjoy the best of what Hawke’s Bay has to offer.  Please note that due to the current international situation freight prices are subject to change.  We will contact you to discuss actual freight cost.  International deliveries may nto alwasy

What about returns and refunds?

All orders are packed carefully to ensure they will arrive to you in great condition.

If for some reason a product has been broken or damaged in transit or an incorrect product has been sent – please contact us within 24 hours and we will make arrangements with you to remedy the situation.

Please see our Terms & Conditions page for more detail.

Do you do back orders?

All products currently shown on the Hawke’s Bay Pantry are available.

From time to time a product may may be out of stock and the product may be taken off the site while replacement stock arrives.

If you cannot find a product on our site please contact us and we can advise you of its status.

Any item that has been ordered on our website and is out of stock will be forwarded when available freight-free.  Thsi applies to New Zealand deliveries only.

What are your Terms & Conditions?

Our company’s policies and Terms of Trade can be found on our Terms & Conditions page.

Are my details kept safe?

Hawke’s Bay Pantry Ltd. has a robust Privacy Policy. We take every precaution to fully  protect our customers’ information.

When you submit sensitive information via our Hawke’s Bay Pantry Ltd. site, your information is secure and is protected both online and offline.