Frequently Asked Questions

Last updated: Friday, 12 March 1:00pm


Need more help? Speak to Olive, the Countdown Virtual Assistant

Our hard-working Customer Care team is experiencing a high volume of calls and emails at the moment so please use Olive, our virtual assistant.

Store information and Customer Care: 

All our stores will continue to open and close at their normal time. 

We understand your frustration and appreciate your patience at this incredibly busy time. We’re currently experiencing an unprecedented amount of calls and our team is working hard to help all of our customers as quickly as possible. Please continue to treat our team with kindness and empathy, we’re all doing our best to help during this challenging time.

Alternatively, talk to our good friend Olive, who may be able to help answer any questions you might have.

Online shopping:

All deliveries have now returned to normal. 

Our delivery slot availability has largely returned to normal. 

Shopping in our stores:

There are no longer limits on the number of customers in our stores.

At Alert Level 1, there will still be a number of safety measures in place in our stores including hand sanitiser and wipes at our store entrances to keep you safe.

We’d encourage customers to keep up the hand hygiene and signing in using the COVID app.

In areas under Alert level 1, our checkout teams will go back to asking if you would like your bags packed. 

All of our delis and bulk food sections in our stores are open, are providing a rug doctor service and accepting BYO containers. 

Product Limits:

At this stage, there are no product limits in place. We will continue to monitor stock levels but would remind New Zealanders is that there’s no need to stockpile.

Stock levels:

No. We have plenty of food and groceries in New Zealand, and we make items like toilet paper right here. We’ll continue to manage any increased customer demand in our stores, but we also need customers to remember that when they buy more than they need, others will go without that day.

Customers should shop as they normally would and be thoughtful of others to ensure that all New Zealanders have access to the food and products they need. There is no need to panic about food and groceries.

Physical distancing:

Physical distancing is a term used by the Ministry of Health to describe less contact between you and other people.

The advice from the Ministry is that this will help prevent or slow the spread of COVID-19. The more space there is between you and others, the harder it is for a virus to spread.

The safety of our team and our customers is our main priority.

We’re supporting the Government’s recommendations to encourage physical distancing by using tools in our stores to help people create space between themselves and others, and our team. These include markings on floors, using the shopping trolley as a tool - supported by good hygiene practices.

The safety of our team and our customers is our main priority and we have a number of measures in place to help prevent the spread of the virus. These include:

  • Maintaining our comprehensive food quality and hygiene standards across the store
  • A detailed cleaning programme in our stores every day, supported by increased cleaning across high traffic areas.
  • Signs in stores to encourage good hygiene and care for each other
    • asking those who are self isolating to not enter the store.
    • sharing guidance on common hygiene and physical distancing.
    • advising to use the size of a trolley as a distance guide between each other
  • Floor marking distance guides at checkouts.
  • Limiting the number of customers in our stores.
  • Recommending customers use Paywave where possible.

Health and safety:

We have wipes at the entry and hand sanitiser at the exits of our stores nationwide for our customers and team to use.

We’re also reinforcing our good hygiene measures as well sharing Ministry of Health guidelines with our team. We’ve increased our regular store cleaning as a precautionary measure.

All stores are back to accepting BYO containers.

The safety and health of our team is our priority. Across our business we have taken the opportunity to review our processes and are reinforcing our normal hygiene measures, sharing Ministry of Health guidelines on prevention and regularly communicating with our team across multiple channels about how to stay safe and healthy.

We have also put a range of measures in place that are designed to keep both our team and our customers safe and healthy. These include encouraging customers shopping in our stores to use their trolley as a distance guide and to follow new floor markings at checkouts. We’ve also got perspex screens in place at checkouts, service counters and pharmacies. We’ll also be putting up posters across the store to provide our customers and teams with helpful tips to minimise contact with others.

Other recommendations include using Paywave where possible and maintaining strict hand-washing routines prior to coming into our stores.
We’re following the government’s requirements around self-isolation for any of our team members who are returning to New Zealand from overseas travel or have been asked to self isolate.

The health and safety of our customers and team is our utmost priority. We’re continuing to reinforce our good hygiene measures as well sharing Ministry of Health guidelines with our team.

Supporting our team:

The safety, health and well-being of our team is our greatest priority. As our business is an essential service and our stores will be open each day, it’s really important that we look after them.

We are very grateful to our team members and suppliers who are working tirelessly to do the best job possible. Please continue to respect and support our team members, particularly if a product isn’t available or the checkout queues are longer than normal.