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FREQUENTLY ASKED QUESTIONS

SHIPPING

We ship our gift boxes and snack subscription boxes anywhere in the World FREE using NZ Post. Our online New Zealand supermarket adds weight based shipping rates for anywhere in the world. World Famous in New Zealand! Kiwi's #1 most trusted postal service.

SUBSCRIPTION BOXES: we ship your box immediately (within 3 business days) after you place an order. We estimate boxes to arrive within 2-4 weeks after the ship date depending on your location. If you have a prepaid multi-month subscription, your second month’s box will be sent out with the following months on the same date of sign-up. You will receive a confirmation email when your box ships from our warehouse in Christchurch, New Zealand.

NZ SUPERMARKET: orders are shipped (within 3-5 business days) and will arrive between 6-20 working days depending on service. If you haven't received your box by the expected arrival time, we suggest you to wait until 6 weeks before submitting any inquiries.

We ship everywhere worldwide to over 220 countries! No matter where you’re located, we can get some KiwiGrub to you!

UPDATED 22/4/20 The following countries are temporarily suspended: If your country isn't listed below we are still shipping the snack boxes to you.

Argentina, Bahamas, Bangladesh, Barbados, Bermuda, Bolivia, Botswana, Brunei, Cambodia, Cayman Islands, Chad, Chile, Croatia, Colombia, Costa Rica, Croatia, Cuba, Cyprus, Djibouti, Ecuador, Egypt, El Salvador, Estonia, Fiji, Finland, France, French Polynesia, Georgia, Greece, Grenada, Honduras, Hungary, India, Indonesia, Iraq, Italy, Jamaica, Japan, Jordan, Kuwait, Laos, Lebanon, Lithuania, Malawi, Malaysia, Maldives, Mauritania, Mexico, Moldova, Mongolia, Montenegro, Myanmar, Nepal, Netherlands Antilles, New Caledonia, Oman, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Samoa, Singapore, Saudi Arabia, Slovakia, South Africa, South Korea, Suriname, Sri Lanka, Taiwan, Thailand, Trinidad and Tobago, Ukraine, Uruguay, Vietnam, Zambia, Zimbabwe.

Currently we can only ship to countries supported by NZ Post. If you find your country not list, apologies, at this stage we are unable to ship to you.

Please note: use the above method to update address details for any future renewals. Current Box: If you made a mistake or need to change the shipping address for your first box or your most recent renewal, please get in touch immediately and contact our support team before the box has been shipped. Future Boxes: If you need to update your shipping address or delivery details, simply login into your account and update your information by clicking edit on the shipping information tab. Please note: You must update all shipping details within 48 hours prior to the subscription renewal date to ensure all future shipments reflect the new address details. In an effort to get all of our delicious Kiwi snacks to our subscribers as soon as possible, we begin processing shipments prior to the signup cutoff.

SUBSCRIPTION & SUPERMARKET: At this stage we do not offer tracking services on the website for subscription, gift and NZ supermarket products in order to keep the service cost down.

TRACKED SHIPPING: We do offer tracked shipping on bulk orders please contact us here for a quote and more information. Contact Us Here

In the situation where you find your box turned up damaged or missing items, please get in touch with our customer support team as soon as possible and we will be happy to resolve your inquiry. In the case of damages we require a photo of the items sent to our support team with your order details. Any damage validity will be at the discretion of our support team. Any box or product packaging damage will not qualify for replacement if the contents are undamaged. Please note: Any damages must be reported within 3 days of receiving your snack box. Any missing items confirmed by the support agent will dispatched in the next round of shipments. If we do not have the missing goods in stock your account will be credited for the goods missing.

From time to time this can unfortunately happen when an address is either incomplete or has been incorrectly entered on the buyer’s side. If your box is returned to us due to a mailing mistake on the customer’s end, we will ask you to pay for the cost to reship. If your box is not returned to us we cannot reship. Although if our team has made the error we will ensure at no further cost to you either a new or re-shipped box.

BILLING & PAYMENT

Yes, it’s easy! Just login into your customer portal and reactivate your subscription there. When you reactivate your subscription, you are immediately charged for the next upcoming box. Your Renewal date will be the same date as reactivation moving forward for each subscription period – so please check your renewal date after reactivation! Please note: When you reactivate the subscription it will reactivate for the same subscription period you initially had when your subscription was cancelled. So if you want downgrade or upgrade your subscription get in touch with our

We currently accept payments through all major credit cards and Paypal. All transactions are made through our secure checkout and we never share any of your details with third-parties. We can also process prepaid debit cards and gift cards through the website. Sometimes there are issues with insufficient balances or expirations so please be sure to check. Due to this we cannot guarantee gift cards or even Visa prepaid cash cards will always be approved. Please check to ensure there is enough credit if the prepaid option is best for you.

Immediately after your first order you will receive your initial charge. future payments will be charged on that same day every month (or once every 3, 6, 12 months depending on your plan). For example, if you were to order and initialise your subscription on May 23rd, you would subsequently be charged on the 23rd of every following month, going forward. If you cannot remember your next renewal date just sign in to your customer portal and you will find your next renewal date under my subscription.

We are very sorry to see you go! Simply login into your customer portal online and hit the “cancel” button anytime. Any remaining boxes as per your most recent renewal will be sent however you will not be charged again moving forward. After cancelling your subscription you will be emailed a confirmation of the cancellation to your contact email. Please make sure you cancel your subscription before your next billing date to avoid renewing your subscription for the next cycle of boxes.

Sometimes from time to time we forget we are using the wrong card, expired, or have insufficient credit. Please ensure you use credit cards with a valid expiry date and sufficient credit.

Yes through our gift page. We setup the gift page for anyone who wants to share the love of KiwiGrub with their friends, family or loved ones around the world. These are not renewing plans. They are one-off purchases. So if you want to try one box buy a gift for yourself. 👉 Shop Gift Boxes Here

GENERAL

KiwiGrub is a subscription-based service that delivers you a box full of unique, high quality and fun New Zealand snacks and confectionery direct to your door every month. Each box has a hand-picked collection of New Zealand candies, small boutique vendors, regional snacks, all-time classics and savory snacks and drinks for you to enjoy. Why New Zealand snacks? We say why not share the best with the world! New Zealand is well known for its high quality and trusted brands. We include all the kiwi classics along with all the new boys on the block, with little hidden gems we discover in our Gruba’lishness journey across the country. And without any biases, New Zealand snacks are just down to earth tasty. These unique, delicious quality snacks from New Zealand you cannot find at your local grocery store and if your lucky and do, you will paying a small fortune to get your hands on them. We guarantee every KiwiGrub box we send to you will leave you feeling extremely satisfied while also allowing you to avoid the over-inflated import prices that you would have to deal with, otherwise! Unlike other subscription boxes we do NOT skimp on quantity or quality! Every box is filled to the brim with delicious, unique and high quality New Zealand snacks and candy for all of your decadent enjoyment! Join us today and make sure you get this month’s box of Kiwi snacks and candy, so that you can join the New Zealand snack time party with KiwiGrub!

View what’s in the current snack box: 👉 Click here
Every box from KiwiGrub will be a surprise! Depending if you choose Premium or Classic, you will receive 8 - 12 full sized New Zealand snacks that would be either very difficult, impossible or costly to find outside of New Zealand! Our candies and snacks will vary every month so you get the best variety of the highest quality, exclusive and seasonal snacks New Zealand has to offer. We thoroughly and carefully create a perfect balance between confectionery, chocolate, chips, health snacks, savoury snacks, nz classics and kiwi soda leaving you feeling well-rounded with your snack boxes. You can always be sure that you will be satisfied, surprised and excited with our premium, full-sized New Zealand snacks from KiwiGrub.

You can update the following things from within your customer portal including:
○ Change your subscription
○ Cancel your subscription
○ Reactivate your subscription
○ Edit and update your delivery details

Yes we charge you up front for the entire subscription plan selected along with the savings you get if you selected the longer period. The more months you buy the more you save.

● We do offer promotional boxes for review, but they are limited to a certain number that we can send out, monthly.
● If you are interested in sharing our delicious Kiwi products with the world, please get in touch with our support team here. Be sure to include the name of your blog, channel, website, monthly statistics and anything else that will assist us in making a decision. Please make sure you meet the minimum following requirements:
○ Your blog, site or channel is related to Snack Food, Candy, New Zealand Culture, Product Reviews, Product Testing or anything related to New Zealand.
○ Your blog, site or channel is well established and has consistent views and traffic online (unfortunately we don’t work with new accounts).
○ You will need to able to verify that you are the owner of the blog, site or channel, either through a certifiable email address or messaging our team direct from your instagram, facebook, twitter or youtube account.

OTHERS

We love to help! If you can’t find answers to your questions shoot us an email with any questions you still have and our customer care team will reply within 48-72 hours!
lovefromnz@kiwigrubbox.com