FAQ’s

Products

What if I’m not happy with the seafood you sent me?

Please send us an email at support@sanfordandsons.co.nz no later than three days after the date you received the Box. Our ‘Care you can taste’ guarantee means we are 100% committed to making it right. 

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 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.

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?

Currently, we are only delivering to the greater Auckland area due to the COVID-19 lockdown. 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.   

You will receive a message on the day of your pick up with the times available to collect. You will have your order ready during that time 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. 

Do you re-collect the empty boxes?

We usually collect old boxes/ice packs on your next delivery, but this service has currently been put on hold during all alert levels of the COVID-19 lock down due to the inability to accurately contact trace where the boxes have been. We will be resuming this service as soon as regulations allow. 

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.