FAQ’s

Products

How does it stay cold and fresh and beautiful?

Not home to receive the delivery? No problem – We pack your seafood in specially designed Chilltainers, with re-usable ice packs, that will keep your box chilled under 5 °C for at least 8 hours. 

Ordering

Is there a deadline for placing an order?

We want to make fresh seafood as accessible as possible. 

Please place your order at least 48 hours before your desired delivery date.

What if by chance a certain product isn’t available?

One of the benefits of our boxes is that they are designed with choice in mind so we can select the freshest fish available – however if it does occur, we will substitute with something equally as delicious. As always our ‘Care you can taste’ guarantee ensures if you’re not happy we will make it right. 

I have placed an order but didn’t receive a confirmation email?

Please send us an email at support@sanfordandsons.co.nz we will look into it for you.

Do I have to subscribe for weekly or fortnightly deliveries?

You can; but you don’t have to. You can select your frequency to be a Single Order when choosing your box options.

How do I change what I’m getting in my subscription?

We are working on a simple interface that will allow you to make all the changes you want yourself – in the meantime, send us an email to support@sanfordandsons.co.nz letting us know what you’d like to change, and we will handle it for you.

How do I pause (put on hold) or cancel my subscription?

Log in and go to ‘My Account’.

Click on Subscriptions – there you will see any subscription you hold with us.

Click the ‘View’ button next to the subscription you want to change.

Select Suspend, Cancel or Change the Delivery Address.

Then you’re all set.

Subscriptions: You can pause or cancel your subscription at any time temporarily or indefinitely by notifying us via your account or by emailing us at support@sanfordandsons.co.nz. An email response from us will confirm your request to pause or cancel your subscription. The cut-off day and time for pausing or cancelling your subscription is at 12:00pm two days (48 hours) before the relevant delivery date.

One off orders: You can cancel one off orders by notifying us via your account or by emailing us at support@sanfordandsons.co.nz. An email response from us will confirm your request to cancel your order. The cut-off day and time for cancelling your order is at 12:00pm two days (48 hours) before the relevant delivery date.

Please refer to our Terms and Conditions for more information.

How do I restart my subscription?

Log in and go to ‘My Account’.

Click on Subscriptions – there you will see any subscription you hold with us.

Click the ‘View’ button next to the subscription you want to restart.

In ‘Actions’ select ‘Reactivate’.

Then you’re all set.

My order has not arrived – what do I do?

Please send us an email at support@sanfordandsons.co.nz

We will contact our couriers to ensure it is on the way.

Delivery

What days do you deliver?

We deliver Monday to Friday.

Where do you deliver?

We deliver the greater Auckland area and we are constantly working with our partners to expand our delivery regions. You can check if your address is inside our delivery zone by using our address checker in any of our product pages. 

What are your delivery times?

All deliveries are scheduled to arrive between 12 – 5pm.

If you have any issues with your order please send us an email at support@sanfordandsons.co.nz.

PICK UP (CLICK AND COLLECT): 

Click and collect is available on our website. You can choose to deliver to your home or pick up your order on the product page.   

If your phone is correct on your profile, you will receive a text message on the day of your pick to confirm. You can collect your order from 8am to 6 pm at Auckland Fish Market located on 22 Jellicoe Street. We have signage in place for when you arrive. 

Please ensure you bring with you the your order confirmation and photo ID in order to collect your order. 

If you can’t collect your order on the day please send an email to support@sanfordandsons.co.nz at least 24 hours before the day of collection.  

What if I am not at home?

As part of our service agreement you have given us permission to leave your order at your delivery address. When you place your order you can detail special instructions as to where we leave it. We simply ask that this is easily accessible and that if you have a dog, that it’s tied up! 

If you are not home, we will text you to let you know your order has been delivered. We take the utmost care in ensuring your delivery arrives under temperature control in our specially designed Chilltainers, packed with ice to ensure optimum freshness. Our box will keep your seafood under 5 °C for at least 8 hours. 

Packaging Information?

Given the perishable nature of our products there is a fine balance between delivering a product that is convenient, meets our freshness guarantee, keeps food safe for you and does right by the environment.
With this in mind we are making a few changes to our packaging which will be rolled out from Monday 24th August.
Below is a quick guide on our various packaging elements and what you should do with them:

1. Our new cardboard box will replace the silver box you currently receive. It is fully recyclable and can be put in your curb side recycling bin.
2. Ice Packs can be pierced and the contents drained into your garden or general waste. The outer soft plastic layer can then be recycled with your other soft plastics.
3. Plastic trays are fully recyclable. Simply remove the wrapper, and when clean and dry can be placed in your curb side recycling bin.
4. Plastic tray wrappers should be removed from the plastic trays and the cleaned and dried and recycled with your other soft plastics.
5. Plastic strapping secures the outer box and acts as a tamper seal. Although it is a #5 plastic local councils currently do not collect and recycle this strapping.

We are continuing to work on an alternative strapping solution, but in the meantime this should be placed in your general waste.

What is the delivery charge?

The delivery fee starts at $10 and changes depending on the area you are getting your seafood delivered to. You can check the delivery fee for your area by adding a product to your cart, and looking at the cart summary.


How about sustainability?

Sanford and Sons is part of Sanford, New Zealand’s oldest seafood company. We have been around for more than 100 years and we put sustainability at the heart of our business so that we can continue to bring New Zealanders beautiful New Zealand seafood for hundreds more years. We understand that everything we do now, has an impact in the future, and for us to have a sustainable business for the next generation, we need to protect the ocean and the environment we work in every day.

We adhere strictly to New Zealand’s Quota Management System (QMS) which is a tightly regulated system that focuses on sustainability.

We also use advanced fishing methods, some of which are unique to New Zealand such as the Precision Seafood Harvesting technology which has been developed by three New Zealand fishing companies to be a gentler method of fishing. It essentially uses a large bag where the end of the net would normally be. This bag or tube, allows fish to swim comfortably underwater. Small fish can swim free through ‘escape portals’ and when brought on board, the fish which are not allowed to be kept (because of relevant regulatory restrictions) can be back to the ocean in good condition.

We have PSH technology on a number of vessels across the Sanford fleet. We also use bird deterrent measures on all of our vessels and we have a specially designed technology called a SLED (sea lion exclusion device) which is aimed at keeping precious marine mammals safe. We should also mention the work we are doing to keep dolphins safe. Several years ago we worked with another New Zealand fishing company and with WWF to look at the best way to help preserve Maui dolphin and we moved our fishing activity on the North Island’s west coast to stay right away from areas where dolphins might be.

I appreciate that you are probably getting far more information in this email than you were expecting, but we are very proud of all the sustainability work we are doing and we are also very transparent about it. If you want to read more, you can find it here in our annual report.
https://www.sanford.co.nz/assets/announcements/SAN090-AR2019-web.pdf

You can read our Sustainability Policy here https://www.sanford.co.nz/assets/Sustainability-Policy.pdf

Please refer to our Terms and Conditions for more information.