Frequently Asked Questions

How is product packed?

Our products are packed in either cellophane or resealable food bags labelled with the product details and nutritional information.

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.

 

hazelnuts

How do I pay?

We accept Visa/MasterCard/American Express credit and debit cards as well as direct bank transfers with POLi. 

Are my credit card details safe?

Yes.  When you pay, your card details are provided securely to Shopify Payments, one of the largest payment systems worlwide. Vetro Online has no access to your credit card information.

How long will it take for the product to get to me?

We understand the importance of rapid and accurate delivery to our customers.  Our warehouse set-up allows us to pack and dispatch within 1-2 business days.  We have selected Fastway as our delivery courier, which delivers overnight to the North Island and day after to South Island. We would expect North Island deliveries within 2 days of ordering and South Island within 3 days, perhaps with another 2 days for rural deliveries.

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 happy 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.

Do you sell to wholesale customers?

We sell to all - wholesale customers who want to buy in bulk quantities should contact us for more information.