Frequently Asked Questions

Who is the seller?

The seller of each product is identified on the product page. Sellers are all Blackfern suppliers.

Can I place my order over the phone?

Unfortunately not. You can only place an order using the online Blackfern Rewards Store.

Can I reserve products?

Unfortunately you cannot reserve products, however the products available do not change frequently and therefore you may find they are still available in one or two months' time.

Can I add to my order?

Unfortunately not. Once your order has been placed you cannot add any products to it. If your order has not been shipped then you may be able to cancel the order and create a new one. Please contact the seller(s) to find out.

Can I cancel an item in my order?

Unfortunately not. Once your order has been placed you are unable to remove products from it. If your order has not been shipped then you may be able to cancel the entire order and create a new one. Please contact the seller(s) to find out.

Can I cancel my entire order?

If your product is yet to be shipped then you may be able to cancel the order. Please contact the seller(s) as soon as possible.

What payment methods can I use?

You are only able to pay for your order using the available Blackfern rewards points that you have accumulated. We cannot accept payment using any other method.

Can I pay in instalments?

No. At the time of placing your order you must have the full amount of points required to cover the order total including delivery.

Can I top up my points with a card?

No, we do not partial payment by any method. We only accept full payment using your available Blackfern rewards points.

Do you accept trade-ins?

Unfortunately not.

What happens after I place an order?

We will email you a confirmation that your order has been received and your Blackfern rewards points balance has been debited. The product seller(s) will then contact you to arrange delivery in accordance with the information that you entered during the checkout process.

How long will it take for my delivery to arrive?

Delivery depends upon stock availability. After you place your order the product seller(s) will let you know when delivery will be scheduled. If you are not happy with the delivery timescale then you can choose to cancel the order without any charges being levied.

What are the delivery charges?

Delivery charges depend upon the composition of your basket and will be shown on the basket page after you add a product to it.

Where do you deliver to?

Delivery can only be made to the address that your business has registered with Blackfern Co-Operative, wherever in New Zealand that may be. We cannot deliver to any other address.

Can I nominate a different delivery address?

No. We only deliver to the address registered with Blackfern Co-Operative.

My address is not correct. What should I do?

Please Contact Us to get your address updated.

Is there an additional charge for rural deliveries?

There are no additional charges for rural delivery.

Can you deliver outside of New Zealand?

Unfortunately not. We can only deliver to New Zealand addresses.

Why has my delivery been delayed?

Your delivery may be delayed due to stock availability. Please get in contact with the product seller(s) if you are unhappy with the delivery schedule.

What happens if I am not present when delivery is made?

You do not need to be present if you have provided delivery instructions that ensure your delivery can be delivered safely.

Can you install my product for me?

Unfortunately we do not provide an installation service.

How do I track my order online?

We currently do not have a tracking service, however you will receive updates when your order has been shipped.

I have changed my mind. Can I return an item in my order?

You can ask the seller(s), however usually returns can not be accepted unless the product is faulty or incorrect.

How long do I have to return items?

The length of the returns period depends upon the products being returned. Please contact the seller(s) for more details.

I have been sent the incorrect item. What should I do?

Please contact the seller at your earliest convenience.

I have been sent a faulty or damaged item. What should I do?

Please contact the seller and they will help you out. Before the product can be returned, you may be called by a representative of the manufacturer who will talk you through a product testing process to determine the exact nature of the fault.

How long will it take for my points to be returned?

There may be a small delay between receiving your returned product(s) and reaccrediting your Blackfern reward points, however we will endeavour to do this as quickly as possible.