How can we help?

Orders placed after 9:00am on 24 December will be processed for collection after Christmas, depending on store trading hours and stock availability.

Stock levels vary between stores and online. If an item becomes unavailable after you place your order, our team will be in touch as soon as possible to discuss options.

• Click & Collect cut-off: 9:00am on Wednesday 24 December 2025
• Orders placed by this time will be ready for Christmas Eve pick-up, subject to stock availability at your selected store.

You’ll receive a confirmation email once your order is ready to collect — please wait for this before heading in.

To give your order the best chance of arriving before Christmas, please order by the following dates:

• North Island (urban): Tuesday 17 December 2025
• South Island & Rural addresses: Sunday 15 December 2025

Orders placed by these dates are guaranteed to be picked, packed, and handed over to the courier by their Christmas cut-off times.
However, once your order is with the courier, we cannot guarantee delivery before Christmas, as transit times may be affected by peak-season volumes, weather, and other factors outside our control.

These dates are based on courier guidance during the busy Christmas period. While we’ll always do our best to get your order out quickly, delivery delays can occur at this time of year.

Orders placed by the Christmas cut-off dates are guaranteed to be picked, packed, and handed over to the courier by their recommended Christmas deadlines.

However, once your order is with the courier, delivery before Christmas cannot be guaranteed, as delays may occur due to peak-season volumes, weather, or other factors outside our control.

Orders placed after the cut-off dates may still arrive before Christmas, but delivery is not guaranteed.

If you do not receive a confirmation within 12 hours of placing your order we recommend you check your Spam filter settings and look through your Junk folder, in case our emails are going in there. To stop this from happening, please add 'help@crackerjack.co.nz' to your email address book, then emails from us should come through just fine.

If this is not the case, then the incorrect email address may have been entered on the order. Please check your account details to ensure your email address is spelt correctly and it's your valid email address.

If you are still unable to work out why you are not receiving a confirmation email then please email our Online Team and we will look into this for you.

For added security, we recommend selecting the ‘Signature Required’ option at checkout. This ensures that NZ Couriers won't leave your parcel unattended. The cost of this service is $1.00, which will be automatically added to your freight cost. 

If you choose to sign your delivery, please ensure that someone is home to receive the parcel. 

Please note that the Signature Required is not available for Rural Addresses as a third party delivers the rural parcels. 

When your order has been picked and dispatched you will receive a confirmation email that your bargains are on their way to you. This email will have your tracking number so you can track the progress of your delivery through NZ Post website: https://www.nzpost.co.nz/tools/tracking

Please follow the below instructions to track your order on the NZ Post website:

1. On your email order update, you will see a tracking number

2. Open the tracking page and enter your tracking number

3. Click Track

Our standard delivery cost for orders are $8.95 Auckland up to 7kg, $9.95 North Island up to 7kg and $15.95 South Island up to 7kg. There is a $5.95 to $6.95 additional charge for rural delivery. Orders over 7kg will calculate automatically at checkout based on weight of heavy items. Items over 25kg and/or are over 1.5m in size are available only for click & collect.

We aim to dispatch your order within 2 working days. Delivery times are subject to stock availability, and we may advise you if your order will be delayed. Orders placed on weekends or public holidays will be dispatched on the next business day.

Once it’s been collected by NZ Post, you can expect to receive your order within the following delivery timeframes provided by NZ Post : 1 – 3 working days North and South Island. Please allow extra 3 – 4 working days for rural delivery.

Delivery timeframes start from the date when the courier picks up the order, not from the time when the order was placed. Please note that your order will take up to 2 business days to be processed before the courier picks it up.

We use NZ Post for our online deliveries where possible. Please contact NZ Post through this link https://www.nzpost.co.nz/contact-support, or https://www.nzpost.co.nz/tools/tracking. for parcel tracking.

Once the parcel has been delivered to your property the courier is no longer responsible for the parcel and will not refund or replace items that have been lost, stolen or damaged after they have been successfully delivered to your property.

We recommend making sure that you include instructions where you would like your parcel left when placing your order if no one will be home to receive it. Otherwise, the courier drivers will leave the parcel on your doorstep or in your mailbox if it is small.

No we do not do express shipping.

We have a maximum single product allowance of x50 per person. For any larger orders, please contact our help desk help@crackerjack.co.nz. Bulk orders may incur an extra freight charge.

We do not deliver to PO Boxes or ship internationally.

Crackerjack takes website credit card security extremely seriously. For your peace of mind, this website uses Windcave Hosted Payments as a secure platform for credit card payments. Windcave hosts and manages the payment page, which is secured by its own SSL certificate in their data centre. Windcave Hosted Payments are designed to ensure all credit card transactions on our website are made according to the strictest security standards.

Is Afterpay available in store and online?
Yes. Afterpay is available online and in store. You can simply choose Afterpay at the online checkout. When in store, you can request the option of your choice at the counter.

Is there a minimum spend for Afterpay?
Online purchases have a $50 minimum spend for transactions, excluding freight. There is no minimum spend for in store transactions.

How does Afterpay work?
It allows you to buy now and pay later. Your purchase will be split into 4 equal instalments fortnightly. For more information on Afterpay, see the terms and conditions here. https://www.afterpay.com/en-NZ/terms-of-service

What’s the refund policy?
Products purchased online can be returned within 30 days of delivery with a returns form to Crackerjack Online or any Crackerjack store to receive an online store credit or a refund. For more information, check out: https://www.crackerjack.co.nz/faqs/returns

Once we have processed the refund, we will automatically update Afterpay. Your payment with Afterpay will then be adjusted to reflect the new total order value. See https://www.afterpay.com/terms for more information.

Can I use Afterpay to purchase a gift card?
We are unable to accept payments via Afterpay for gift cards. You cannot use Afterpay to purchase another form of credit.

How do I sign up?
You can sign up with Afterpay here https://www.afterpay.com/en-NZ

A service fee of $5 applies to all Click & Collect orders, no matter the order value. We’ve added a fee for Click & Collect to help cover the cost of preparing and handling orders.

Click & Collect allows you to place an online order and collect it at your chosen store. Simply select the products you want to buy online on our website, select your preferred store and make sure you choose Click & Collect as your delivery method at checkout.

Orders are typically ready for pick up within 1-2 business days from the date you placed the order. You will receive a confirmation email from us and another email when your order is ready to be collected from your local Crackerjack store.

Go to your chosen store and tell one of our friendly team members at the counter that you are there to collect your order, and they will direct you to the right place

All you need to bring is your order number and a copy of your email collection notification – it is okay to show the email on your phone.

Yes, if they have your order number and a copy or screenshot of your email collection notification.

We will hold your items for 7 days after your email collection notification.

You can return your Click & Collect order to any Crackerjack store, and please remember to bring proof of purchase. It follows the same returns policy as online orders. For further information, please refer to our returns policy.

Yes, it is available at all stores that hold the product selected. If the product is unavailable for a specific store, that means it is sold out in that store.

When you first visit our website, you’ll see a “Select Your Store” pop-up. You can also update this anytime:

• Desktop: Click “Select Your Store” in the top left corner of your screen.
• Mobile/Tablet: Tap “Select Your Store” at the top of the screen.

You can change your preferred store or delivery option in three ways:

1. Select Your Store – Update your store choice at any time using the “Select Your Store” option.
2. Product Page – Choose your delivery or collection option directly from the product page.
3. Checkout – Update your store or delivery preference when completing your order

To check which stores have the item you want, go to the product page and click on "Check Stock Instore". This will show you the stock availability for each store.

If you’re seeing unavailable items, it may be because you haven’t selected your preferred store or delivery option.

You can set or update this anytime by clicking “Select Your Store”:

• When you first visit the website (via the pop-up box)
• On desktop (top left corner of the screen)
• On mobile/tablet (top of the screen)
• On a product page or at checkout

Once you’ve chosen your store or delivery option, you’ll only see items available for that selection.

That is probably happening because you have changed your preferred store during your shopping process. Your cart will be updated to show what is or isn't available from your chosen latest store.

If you are unable to proceed to payment at checkout, it is likely because there are unavailable items in your cart. You can either remove them from your cart or change your delivery method to see which items are available for your selected delivery method. You can check which items are or aren't available for your chosen delivery method under the Review Order section or change your delivery method under Shipping Options.

Because the items you have selected are unavailable from your chosen store or our fulfilment stores and can't be shipped. Please remove items or change your delivery method at checkout.

While we endeavour to keep our stock levels accurate at all times, all orders are subject to availability and, on occasion, the stock levels shown on the website may be incorrect. Also, because we're a bit different – we don't ship from a warehouse, products can sell from the stores at the same time as online orders. If an item is purchased and is not available at the time of picking, you will receive an email from us, and the item will be refunded automatically.

Parallel imports refer to products that are imported and sold outside of a brand's authorized distribution channels. They are often more affordable than the brand's usual prices here in New Zealand because they are sourced directly from overseas supply chains without the middle man.

The best before date provides information on food quality. Food can still be sold and consumed after its best-before date as long as it has been stored according to the instructions on the packaging. However, the food may have lost some nutritional value and might not taste the same.

The term ‘dangerous goods’ refers to items that are potentially dangerous specifically during transportation and this term is used in New Zealand’s transport legislation. Dangerous goods are substances or articles with hazardous properties which, if not properly controlled during transport, present potential hazards to health, safety and the natural or built environment and anything in it.

We will send you a confirmation email as soon as we have received your parcel. If you do not hear from us, call the service you used to return the parcel. Sometimes post does get lost so we recommend you send items via tracked delivery.

We are committed to providing you with a quality experience at Crackerjack. Products purchased online can be returned within 30 days of delivery with a returns form to Crackerjack Online or any Crackerjack store to receive an online store credit or a refund.

Please be aware that if you placed an online order using Afterpay, you will need to contact help@crackerjack.co.nz so our online team can assist you with the refund. Due to the way Afterpay works, we are unable to process refunds for Afterpay orders at Crackerjack stores if the order was originally placed online.

Click here to download returns form

If the item is not available it can be exchanged for an item of the same value. Returned products must be unused, unworn and unwashed, with all original packaging and be accompanied with the original receipt.

The following items are not eligible for return or exchange: gift cards, earrings, underwear, swimwear, clearance products and perishable goods such as food. We also do not accept products that are intimate or sanitary goods, hazardous materials, flammable liquids or gases. Crackerjack does not accept returns due to change of mind, please choose carefully.

The refund will be in the same form as your original payment. If a product is faulty, we will of course meet our obligations under the Consumer Guarantees Act 1993 to provide a remedy.

If you decide to return your purchase to us via post or courier, you will need to pay the postage costs. These will vary depending on the size of the item and your location. We will notify you via email as soon as we receive your return.

If you have received an order containing a faulty, damaged product or the wrong product we will happily exchange it for you. You can either return it to your local Crackerjack store with your proof of purchase and returns form or for online orders you can contact us at help@crackerjack.co.nz to request a courier pickup your item free of charge. You will also need to include your proof of purchase and completed returns form.

Email: help@crackerjack.co.nz

Office hours: 9:00am - 4:00pm Monday - Friday (excluding Public Holiday)

We will endeavor to get back to you as quickly as possible.

Please see our full store listing here.