Frequently Asked Questions

We reserve the right to change these terms of trade by notice to you. Notice may be given by posting the revised terms and conditions on our website.

To make a purchase from our website www.bigcherries.co.nz or www.bigcherry.co.nz you must be 18 years of age or over.

Purchases from our website may only be made by persons who are acquiring produce for their own use, consumption or gifts, and you must not acquire goods from us via the website for resupply (whether in trade or otherwise).

If you are purchasing on behalf of another entity such as a company you warrant you have the authorisation to agree to these terms and conditions on behalf of the entity.

 

GENERAL INFORMATION AND FAQ

We deliver to all urban locations throughout New Zealand and during December/January direct from us (the grower) to Australia. During special promotions, we may restrict delivery locations such as Auckland only.

When should I expect my order?
We work closely with CourierPost to ensure overnight delivery is completed on or as close to your preferred delivery date as possible. Since we do not deliver or dispatch during weekends, preferred delivery dates are from Tuesday to Friday. We aim to deliver your order on your preferred delivery date however due to circumstances outside our control this may be 3 days either side. 

What time will my order arrive?
Delivery is completed by 11am to 90% of urban locations. Should your delivery not be completed by 11am, please follow up on the track and trace information provided by calling the courier directly. Please note that prior to Christmas, couriers are extremely busy and delivery may not be until the afternoon.

If my order is delayed does this mean that my fruit is old?
No, all fruit is packed fresh each day, tracking with the couriers will show any obvious issue and we recommend following up with CourierPost on 0800 COURIER (268 743) to ensure there are no unnecessary delays. Typically, delays are due to weather affecting supply.

Where do you deliver to?
We deliver to all urban residential and business locations throughout New Zealand. We do not deliver to PO boxes. If the recipient is not at home on a selected preferred delivery date or has provided an invalid address, we cannot accept responsibility. We will always do our best with what is within our control. During special promotions, we may restrict delivery locations such as Auckland only.

What do I do if I am not happy with the quality of my order?
Our fruit is triple checked for quality; we have strict quality assurance control however if something does slip through, please take photos of the issue and contact us at info@bigcherries.co.nz. If the quality of product received is of a standard we deem defective we would like to hear feedback as it is appreciated so we can improve our service to you the customer. We will meet our obligations under the Consumer Guarantees Act to provide a re-delivery or refund on a case by case basis. We require notice and photo evidence of a defective box of fruit within 48hours. 

What happens if I used the wrong address?
Please attempt to use our address validation service on our order form - should you avoid this process we will not receive accurate delivery details and as a result, your item will not be delivered. It is your responsibility to check all details on your order confirmation including your delivery details/information - should an address not be available or invalid please contact us immediately so we can update your address supplied.

Will I receive an order confirmation?
Yes, you receive an order confirmation email the moment you have completed your order online. Should you not receive an order confirmation email please contact us by emailing info@bigcherries.co.nz as we need to ensure you have used the correct email address. This is important as you will receive order confirmation, dispatch confirmation, track and trace via courier and updates to your email address. Please take care when typing your email address.

How much is delivery?
The cost of delivery is included in your purchase price, we do not add-on hidden costs such as packaging and handling. All prices are in the NZD and are inclusive of any Goods and Services Tax (GST). You will not be charged additional fees to process your credit card, we ensure this payment option is free as the most suitable and convenient option for our valued customers.

Can I track my order?

Yes, to track an order please see information contained in your order confirmation that you would have received via email. You will receive Track and Trace information to your email once your order has been dispatched. You will be able to take control of your order via Track and Trace to change delivery details such as your address and to include special courier instructions.

How do I place a corporate order?
B2B Trade or NZ Businesses are able to order via email rather than using the website - we can then process all special requests such as providing discounted gift voucher codes for cherries or arrange bulk delivery for all staff.  We will accommodate orders from 24Kg-1,000Kg in a single day per corporate. Please email us at info@bigcherries.co.nz. Invoices will be sent for corporate orders and payment is possible via bank deposit as well as credit card.

Ordering

Please attempt to use our address validation service on our order form - should you avoid this process we will not receive delivery details and as a result, your item will not be delivered.  It is your responsibility to check all details on your order confirmation including your delivery details/information - should an address not be available or invalid please contact us immediately so we can update your address supplied.

Should you not receive an order confirmation email the moment you have completed your order online please contact us by emailing info@bigcherries.co.nz as we need to ensure you have used the correct email address.  This is important as you will receive order confirmation, dispatch confirmation, track and trace via courier and updates to your email address. (Common mistakes are .con instead of .com) Please take care when typing your email address.

This will ensure delivery details are complete and accurate.

Availability and supply

All orders are subject to availability. If for any reason a product is not available, we will endeavor to notify the non-availability on our website and remove the option to purchase at any time at our discretion without notice.

Our maturation chart indicates our volumes and their availability.

Delivery and delivery charges

Prices for goods and services stated on our website are in the destination currency and inclusive of any applicable delivery charges, duty or tax unless otherwise stated.

We only deliver to New Zealand and New South Wales (Australia) urban street addresses. The cost of delivery is included in your purchase price, we do not add-on hidden costs such as packaging and handling.

We will use all reasonable endeavors to ensure that orders for tangible goods will be dispatched promptly after an order has been placed.

Please provide a non-rural delivery address.

For Australian customers we strongly recommend that you register for the Australia Post MyPost service (www.auspost.com.au/mypost). This will allow you to receive notifications around your parcel location and delivery day, as well as provide instructions as to where to leave your item if you’re not going to be home on the day – or redirect this to another address.

For New Zealand customers you are able to take control over delivery preferences by clicking the tracking information provided to you via email and we recommend you visit https://www.nzpost.co.nz/personal/receiving-mail/receiving-parcels to learn more.

Box Sizes

We have two set boxes available 2kg and 12kg boxes.  For Corporate customers we also have discounted voucher gift cards, please inquire for pricing.

Note that our minimum order is 2kg per customer. 
When selecting the quantity for your order all orders will be placed in the box size closest to the volume of Cherries (Kg) you select. i.e. When you order 2kg you will receive a single 2kg box, should you order 4kg you will receive two 2kg boxes.

Unfortunately, we are unable to take special requests on box size preferences such as a 12kg order will default to six 2kg boxes in a single 12kg outer rather than requesting for us to send two 5kg and one 2kg.

Pricing

All prices are in the delivery destination currency (NZD or AUD) and are inclusive of any Goods and Services Tax ("GST") and are inclusive of duty or other delivery charges unless stated to be otherwise. All prices are correct when published. We reserve the right to alter prices at any time.  All credit card fee's are inclusive in the original price, there are no additional or hidden fees.

Details showing total price will be emailed to you at the email address you supply when you place your order. You are responsible for ensuring that your contact details are correct.

Payment options

We accept credit cards online and offer payment via Bank Deposit for corporate customers only.

Credit cards are processed in line with your order details.

Once complete please ensure you click "Confirm Order" before closing the order form.  You will receive an order confirmation email and "Thank you" page once your order has been successfully placed.

We accept the following credit cards:

Visa, MasterCard

You will not be charged additional fees to process your credit card, we ensure this payment option is free as the most suitable and convenient option for our valued customers.

Credit Card Security

All payments are processed via a state of the art secure payment system to ensure high levels of payment security and are subject to our terms and conditions, all customers are protected by strict privacy policies.

Delivery times

Delivery time to you will be overnight during a business day, we do not dispatch on weekends, should you place your order on Friday, the earliest we can arrange delivery will be Tuesday morning or a maximum of 2 business days from placement of your order

Dispatch is completed subject to availability, this means the operational capacity of CourierPost - our priority partner or total volume of fruit being ready to pick.

To track an order please see information contained in your order confirmation that you would have received via email.  You will receive track and trace information to your email once your order has been dispatched.

To track an order please see information contained in your order confirmation.  You will receive track and trace information to your email once your order has been dispatched. 

You will be able to take control of your order via Track and Trace to change delivery details such as your address and to include special courier instructions.

Please do not contact couriers until you have given them reasonable time to deliver, that is 11am the day of your preferred delivery date. The exception is pre-Christmas whereby couriers are overwhelmed and in some cases can deliver late afternoon.

Corporate Orders

Corporates are able to order via email rather than using the website - we can then process all special requests such as discounted gift voucher codes for 2Kg boxes on a case by case basis. We will accommodate orders from 24-1000Kg in a single day per Corporate.  Please email us for more information, GST Invoices will be provided for all Corporate orders.

Please contact us at info@bigcherries.co.nz for more information - Thank you

Mr. Henry Cherries