Ooooby COVID FAQs

We are doing our very best to humbly serve you in a time of great need. Hopefully we can answer some of your questions right here...

IS THERE ENOUGH FOOD IN NZ?
Yes. NZ has PLENTY of food. Panic buying has caused some short term issues because it jams up systems and network. But we have lots of food on it's way to us right now. We also see this improving as suppliers of closed restaurants, cafes, hotels, etc find alternative channels like us.

IS OOOOBY AN "ESSENTIAL BUSINESS"?
YES.

WHY IS OOOBY.CO.NZ SO SLOW?
Our roads may be empty during lockdown, but internet traffic is through the roof! 1000s of people hitting our servers at the same time is causing this. We have receive positive coverage in the media too, which is lovely, but ironically doesn't help us!

Our site will be upgrade to much bigger servers in the next few days. In the meantime, try to place your orders early morning or late night to avoid "traffic jams", just like you would if you were commuting to work.

SAFETY
Ooooby has always and will continue to implement the strictest of hygiene protocols when fulfilling orders and packing boxes.

We operate in fully MPI certified premises, that are temperature controlled, have full wash and sanitation stations for all people entering and leaving the pack house. The pack team wear protective clothing, hair nets, gloves etc. (which are changed regularly). Each team member is always more than 2m apart.

During this level 4 Alert, only brand new boxes are used for each customer order. Produce is handled very minimally and the boxes are sealed when complete. All meat, dairy and other refrigerated items are individually sealed and always kept in a temperature controlled environment. Bread is packed in a different location and bagged separately.

With boxes being sealed, drivers (who also have gloves and hand sanitiser) will never come in contact with your produce.

Even though we have taken every precaution, we still recommend that you wash your fruit and veg prior to consumption and if you are very concerned we also advise wiping down the surfaces of any of the pantry items you purchase.

MY ORDER
Currently we are all trying to adapt to the new conditions under which we are all now living. This also extends to our operations, logistical restrictions, and flexibility. As such we may need to limit the amount of flexibility available to you to customise your order. This is NOT an issue of available supply - there is plenty of food in NZ, but rather logistics within the Level 4 conditions.

In Auckland, while we would love to offer you the full array of products that we usually do and the agility to customise and "build a box" from scratch, this is just not viable for us at the moment.

As such you will only be able to select one of our "pre-curated" fresh produce boxes. You can of course still add other items to your order such as baked goods, pantry items, meat and dairy, so have a look around the site for what else you might need. Again please DO NOT bulk buy. We will still deliver each week.

I WAS EXPECTING TO GET SOMETHING DIFFERENT TO WHAT WAS DELIVERED
With all the panic buying, some products are not available or have limited availability at times. Where reasonably possible, we are giving you substitutes so that you have ENOUGH FOOD. We will do our best to ensure you have equal or greater value. Please understand we are doing our best under exceptional circumstances. Credits or refunds are not available for substitutions at this time. Anything not reasonably substitute-able will be automatically removed from orders and your account will show a balance for this amount.

DELIVERY
All drivers are adhering to the highest levels of sanitation. All have gloves and hand sanitiser in their vehicles. Our delivery partners assure us they can handle all deliveries. They are taking all precautions and are EXTREMELY BUSY. You may get your box late evening (or the next morning in Auckland). We will let you know if there are any issues. Please don't ask us for updates until noon the following day.

WILL I GET MY BOX?
Our delivery partners are busy busy busy, but they assure us that they are coping. Auckland & Waikato: Expect that it might come late evening or even next morning. Please don't ask us for an update until noon the following day.
Christchurch: Expect some delay or late deliveries, but on track for normal delivery. Even if your box is usually delivered at noon, it might still arrive late in the evening. Please let us know on the following day if your box hasn't arrived.

ARE YOU STILL ACCEPTING NEW CUSTOMERS?
Under the current Level 4 Alert in NZ, we have had a massive increase in customers and orders. We are a small team and are doing the best we can...:) 

Please be aware that we are currently NOT able to take on new customers. Here is a link to put your name on a waiting list and we will let you know as soon as we are able to accommodate. https://ooooby.co.nz/waiting-list

Don't worry, there is PLENTY of food, but we can't take on a million new customers all at once. We want nothing more than to bring you some healthy tasty goodness, but have to be realistic about what we can handle. We do not want to let anyone down

We are expanding operations, onboarding new staff, getting more vans and drivers on the road... all to bring you healthy organic food to your doorstep.


ARE YOU REACTIVATING OLD ACCOUNTS?
Under the current Level 4 Alert in NZ, we have had a massive increase in customers and orders. We are a small team and are doing the best we can...:) 

Please be aware that we are currently NOT able to reactivate any more old customer accounts at this point. We will of course be in touch with you as soon as we have increased our capacity and deliver to you again.

We are expanding operations, onboarding new staff, getting more vans and drivers on the road... all to bring you healthy organic food to your doorstep once again.