Frequently asked questions
How can I contact Origin Earth?
Please visit our Contact Us page.
Deliveries to Rest of New Zealand (not Urban Hawke’s Bay)
Origin Earth makes every effort to get your order to you in perfect condition.
To do this, we ship your order in a recyclable Chilltainer with Thermogard Ice Packs. Your order will be stored at fridge temperature until it is collected by the courier. The above measures will keep your items cool until they reach you.
When and where do you deliver?
We ship orders on Tuesday of each week – except if it is a public holiday.
To meet this shipping deadline orders must be received by 5pm Monday – if your order is not received by this time it will shipped on the next shipment day.
We aim to dispatch your order so that you receive it 24-48 hours after leaving our factory.
We deliver New Zealand-wide, with the exceptions of, Waiheke Island, Chatham Islands, Stewart Island and Great Barrier Island – we do not deliver to these locations due to the nature of our product and the extra time needed for delivery.
We do not deliver to PO Boxes and Private Bags and regret that shipping is not available to addresses outside of New Zealand.
A signature is required on delivery. If this is not possible, please provide instructions for where to leave the parcel. If you are at work all day a good alternative is to have your goods delivered to your work address.
What are your delivery costs?
We deliver to Urban Hawke’s Bay and there is a delivery fee of $3.50 (inc GST).
Shipping to the Rest of New Zealand is $20 (inc GST). We ship New Zealand-wide, with the exceptions of, Waiheke Island, Chatham Islands, Stewart Island and Great Barrier Island – we do not deliver to these locations due to the nature of our product and the extra time needed for delivery. Also, currently we are not doing rural deliveries.
Who does your deliveries?
For Urban Hawke’s Bay orders are delivered in our refrigerated truck. Orders MUST be received by 1pm the day before delivery.
For deliveries to the Rest of New Zealand we use Post Haste. As they are a courier company we cannot provide a set time for the delivery of your goods.
You will be emailed a tracking number when your order is shipped this enables you to track your order. When ordering it is essential that you include an email address and contact phone number so we can supply this information to our delivery people and notify you of any delays.
If you have not received your order within three (3) days of receiving a dispatch confirmation, please contact us with your order confirmation number and we will find out what has happened.
Why are there variations?
Due to the handcrafted nature of our cheeses weights vary slightly and that is why there is a weight variation shown – your product will fall somewhere in the weight range shown, but will never be less than the minimum weight.
What if a product is out of stock?
It will usually say so on the website and you will not be able to order. But, in the unlikely event that the item you have ordered is out of stock or no longer available, we will email you and advise you of this – we will not replace it with another item unless you tell us that this what you want.
How do I pay for my order and how safe is it?
We accept VISA and MASTERCARD credit card payments through our secure online check out.
Personal data (your name, delivery address and phone number) is captured during the purchasing process to enable delivery to your correct address. Payment processing – where your credit card details are captured – is not completed on this site but through Stripe a secure online payment gateway. We do not capture, have access to or hold any of your credit card details. For more information refer to our Privacy Policy.
How do Gift Cards Work?
Gift cards are used by the recipient to purchase products online
Purchasing: If you are purchasing a gift card, once you have purchased the Gift Card you will be taken directly to the checkout page, where you can personalise it. You do need the recipients email address. You then purchase as usual.
Redeeming: After the recipient receives their gift card, they redeem it by purchasing products from our Online Store and entering the gift card code at checkout.
Gift cards apply to the order total. If the order total exceeds the gift card value, the recipient pays the remaining amount in the usual way.