Frequently Asked Questions
HOW ARE OUR PRODUCTS PACKED?
Our grains, nuts, seeds, dried fruits, beans and pulses products are packed by ourselves or our suppliers in either cellophane or resealable food bags labelled with the product details and nutritional information. Our other products come in a variety of containers, all of which are recyclable.
Over time, we will be moving to biodegradable and compostable bags made from sustainably sourced materials and we are actively looking for packaging which meet our requirements of maintaining our products in pristine condition to their sell-by date.
FOOD SAFETY
Vetro's food safety programme has been audited and certified by IANZ, New Zealand's premier accreditation body, for the retail sales and the packing of retail packs both ambient and chilled.
All the products we sell have batch numbers and best by dates, so that any defects can be immediately traced and addressed.
ALLERGEN INFORMATION
Although we take great care to separate and pack all products carefully, the food sold on our website may have been packed in a store or facility that contains allergens, traces of allergens or bi-products of the following: peanuts, nuts, tree nuts, sesame seeds, seeds, soybeans and soy products, egg, pollen and bee products, preservatives, gluten and cereals containing gluten, wheat, rye, barley oats, spelt, dairy, fish, crustacea, and other products that may behave as allergens to certain people.
Also, where possible, we have tried to ascertain with our manufacturers that proper segregation, hygiene and cleaning procedures are in place to prevent accidental cross-contamination. Unfortunately, these things are beyond our control as much as we try to minimise them.
No allergen or nutritional information on our website should ever be considered a guarantee, but simply a best faith effort to serve our customers.
HOW DO I PAY AND ARE MY CARD DETAILS SAFE?
We accept Visa/MasterCard/American Express credit and debit cards as well as direct bank transfers with POLi.
When you pay, your card details are provided securely to Shopify Payments, one of the largest payment systems worldwide. Vetro Online has no access to your credit card information.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
Please refer to the Delivery Information page
WHAT IF I AM NOT HAPPY WITH THE PRODUCT?
We pride ourselves on selling the highest quality natural products and we love getting feedback from our customers. If for any reason you're not completely satisfied with our products, please let us know.
Please choose carefully as we will not offer a refund if you have simply changed your mind or ordered the incorrect products.
If you receive a defective product, we offer either a replacement product or a full refund (including postage).
Refunds are processed within four weeks of the return of the defective product, though in many cases refunds will be processed more quickly. If you need to return an item please contact us via the form on our Contact page, or email info@vetro-online.co.nz.
ORDER CHANGES & CANCELLATIONS
Should you wish to change or cancel an order, please contact us immediately and we will try to rectify or cancel the order if possible.
As we process orders quickly, there is only a brief period of time during which you may change or cancel an order. If you wish to cancel an order, a full refund will be issued, minus any transaction and/or other applicable fees incurred by us due to the cancellation of your order.
If you have made a mistake when ordering, please contact us immediately and if your order has not been packed or dispatched, we will always do our best to accommodate your request.
DO YOU SELL TO WHOLESALER CUSTOMERS?
We sell to all - wholesale customers who want to buy in bulk quantities should contact us for more information.