Priority Assistance Frequently Asked Questions

Last updated: Wed, 27 May, 10:49am


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.

For some people, online delivery is the only way they will be able to access essential food and groceries, as the country responds to Covid-19.

The Priority Assistance service provides dedicated delivery times for customers  who the government has recommended to stay at home as much as possible.

We’ve based eligibility for Priority Assistance on the government’s guidelines around those who are most at risk:

  • People over 70 years of age

  • People undergoing treatment for cancer and or with blood conditions that make them more vulnerable to COVID-19.

  • People with chronic illnesses including respiratory conditions, heart conditions, high blood pressure, kidney problems and diabetes where these illnesses or conditions prevent you from going to the supermarket.

  • People who are in mandatory self-isolation after returning from travel or coming into contact with someone confirmed to have COVID-19.

  • Yes the standard delivery fees apply
  • $14 - for orders up to $199.99
  • $9 - for orders over $200.00
  • A minimum order value of $50
  • A bag charge of $1 per order will be applied at checkout
  • Different rates apply for Rural or Provincial orders
  • This amount is added on top of your order

You will receive an email advising you of the outcome of your application. 

If you are approved for the Priority Assistance service you will automatically see all available dedicated delivery times within 24 hours of your application being approved. These delivery times are not visible to any other customers. 

At the moment we don’t have a time limit. We will continue to review this as the situation develops and changes.

For health and safety reasons, and to play our part in helping to prevent the spread of COVID-19, all our deliveries are contactless. We will leave it on your doorstep and text you to let you know it has arrived. 

At the moment we are prioritising those New Zealanders who are unable to visit our stores, however we are also working on other ways we can help support vulnerable New Zealanders at this time.