# piknmixnz

> Public Help Center articles for piknmixnz.

Use these links as concise, text-first sources for customer-facing support policies and FAQs.

Each linked article is the Markdown representation of the public Help Center article URL with `.md` appended.

## Articles

- [How do I order?](https://help.piknmix.co.nz/en-US/how-do-i-order-1136929.md): All orders are processed through our online store. Scroll through our collection of products, select the items you would like to order and add them to your cart before proceeding to the secure checkout.All loose pick and mix lollies are available in
- [How much does shipping cost?](https://help.piknmix.co.nz/en-US/how-much-does-shipping-cost-1139438.md): We have a flat-rate shipping cost for all courier deliveries within New Zealand.- Residential delivery fee is $9.99- Rural/Non-Urban delivery surcharge is an additional $5. Non-urban delivery is to all locations outside of built up urban centres thro
- [How long does shipping take?](https://help.piknmix.co.nz/en-US/how-long-does-shipping-take-1139439.md): Transit times for deliveries to NZ addresses are:. 1-3 business days for residential deliveries.An additional 1-2 business days is required for non-urban deliveries, after being handed off to the rural delivery contractor.
- [I have just placed an order, can I amend it?](https://help.piknmix.co.nz/en-US/i-have-just-placed-an-order-can-i-amend-it-1139449.md): Absolutely! As long as your order has not been despatched then we can make amendments.CLICK HERE to contact us regarding your order. Make sure you include your name and order number so that we can find your order quickly and easily.
- [What payment methods are accepted?](https://help.piknmix.co.nz/en-US/what-payment-methods-are-accepted-1139452.md): We accept all major payment methods. These are:- Credit/Debit Cards (incl American Express)- Bank Transfer- Pay on Pickup (Credit/Debit, Cash, EFTPOS, Afterpay)- Apple Pay, Google Pay, Shop Pay- Afterpay- Zip- Poli Pay
- [Will you let me know when you have shipped my order?](https://help.piknmix.co.nz/en-US/will-you-let-me-know-when-you-have-shipped-my-order-1139453.md): Yes, of course! We will send you an order confirmation via email within a few minutes of placing your order. We will then send you a shipping confirmation email once your order has been packed and despatched.This email will contain your Post Haste Co
- [How long does it take to despatch my order?](https://help.piknmix.co.nz/en-US/how-long-does-it-take-to-despatch-my-order-1139454.md): We aim to despatch all orders placed before 11:59am - Monday to Friday, on the same day.For orders placed after Midday (12pm) on a Friday, or on a weekend or public holiday, we will despatch these on the next business day. Occasionally, this time fra
- [How do I track my order?](https://help.piknmix.co.nz/en-US/how-do-i-track-my-order-1139459.md): All orders within New Zealand are sent via tracked courier with Post Haste Couriers (a member of the Freightways Group).Once your order has been despatched you will receive a shipping confirmation email from Pik n Mix Lollies. This will have all of y
- [Do you despatch orders on the weekend?](https://help.piknmix.co.nz/en-US/do-you-despatch-orders-on-the-weekend-1139461.md): We don't, sorry! Our packing team only operates on business days, Monday to Friday excluding all public holidays.
- [How does pricing work?](https://help.piknmix.co.nz/en-US/how-does-pricing-work-1139463.md): All prices are in New Zealand Dollars and include GST.All loose lollies are priced per 100g. Mixed Combos are priced per 250g, 500g or 1kg.Packaged items, such as chocolate bars or theatre boxes, are all priced per unit.Some items may be priced per b
- [Do you send invoices with the orders?](https://help.piknmix.co.nz/en-US/do-you-send-invoices-with-the-orders-1139473.md): No, we do not send any pricing or invoices when we despatch your order. However, we can send a physical copy if you request it prior to dispatch. A link to download your tax invoice can be found in your order confirmation email.Your orders are usuall
- [Can I Click and Collect my order?](https://help.piknmix.co.nz/en-US/can-i-click-and-collect-my-order-1139474.md): Absolutely! Local pickup is available from our store in Pukekohe, Auckland. View our click and collect information HERE.
- [HELP! There's a problem with my order!](https://help.piknmix.co.nz/en-US/help-theres-a-problem-with-my-order-1139476.md): Don't stress! We are here to help. If you have an issue with your order, reach out to us via email at hello@piknmix.co.nz. If there is product missing from your order or items are damaged, please send through photos with your email to assist with our
- [How can I get into contact with someone at Pik n Mix Lollies?](https://help.piknmix.co.nz/en-US/how-can-i-get-into-contact-with-someone-at-pik-n-mix-lollies-1139477.md): You can contact us through any of the following channels. We willreply as soon as possible!
- [Orders placed with the 'Bank Transfer' or 'Pay on Pickup' option](https://help.piknmix.co.nz/en-US/orders-placed-with-the-bank-transfer-or-pay-on-pickup-option-1139484.md): Bank Transfer. Any orders placed with the payment method of 'Bank Transfer', are provided the bank and payment details via email, on the order confirmation page and on the website FAQ's. We will send an invoice through to you (alongside the confirmat
- [NZ Shipping Information](https://help.piknmix.co.nz/en-US/nz-shipping-information-1148732.md): We ship all parcels going to New Zealand addresses with Post Haste Group. This can include Post Haste Couriers and their partners. Click Here for more information regarding Post Haste and their network partners. We have a flat rate shipping fee of:$9
- [International Shipping Information](https://help.piknmix.co.nz/en-US/international-shipping-information-1139492.md): Yes! We ship worldwide using DHL Worldwide Express and NZ Post + the postal service of the recipient country.Transit times are usually 3-7 business days for anywhere in the world with DHL and 6-14 business days with other postal carriers.Delays to th
- [Where is my order shipped from?](https://help.piknmix.co.nz/en-US/where-is-my-order-shipped-from-1139485.md): Pik n Mix Lollies is located in Pukekohe, Auckland. All online orders are shipped from this location.Our courier collects Monday to Friday at 11am and 3pm.
- [Which courier company do we use?](https://help.piknmix.co.nz/en-US/which-courier-company-do-we-use-1139486.md): We use Post Haste Couriers as our primary transporter for parcels within New Zealand. Post Haste are part of the the greater Freightways Group which includes NZ Couriers, Castle Parcels, NOW Couriers, SUB60 and Kiwi Express. The entirety of this intr
- [Do we ship to Australia?](https://help.piknmix.co.nz/en-US/do-we-ship-to-australia-1139487.md): Yes, we absolutely do! We ship to Australia using DHL Worldwide Express and the NZ Post/Aus Post Network.The delivery timeframe for DHL is usually 3-5 business days and NZ/Aus Post is 6-14 business days.Delivery times can vary during significant weat
- [How much does New Zealand shipping cost?](https://help.piknmix.co.nz/en-US/how-much-does-new-zealand-shipping-cost-1139493.md): We have a flat-rate shipping cost for all courier deliveries within New Zealand.- Residential delivery fee is $9.99- Rural/Non-Urban delivery surcharge is an additional $5. Non-urban delivery is to all locations outside of built up urban centres thro
- [How much does international shipping cost?](https://help.piknmix.co.nz/en-US/how-much-does-international-shipping-cost-1139494.md): Shipping prices for deliveries outside of New Zealand will depend on the volume of product ordered and the country of delivery. We offer 2 types of service for shipping internationally, DHL Express and International Postal (via NZ Post). Pricing and
- [How do I track my order?](https://help.piknmix.co.nz/en-US/how-do-i-track-my-order-1139495.md): All orders within New Zealand are sent via tracked courier with Post Haste Couriers (a member of the Freightways Group). International orders are despatched with DHL or NZ Post. Once your order has been despatched you will receive a shipping confirma
- [How do transit times work and what do they mean?](https://help.piknmix.co.nz/en-US/how-do-transit-times-work-and-what-do-they-mean-1139560.md): If the shipping time of your parcel is 1-3 business days, it is important to keep the following in mind;The day your order is collected is transit day 0. The next business day will be transit day 1. If your parcel is collected on a Friday, this will
- [Why has my parcel tracking not updated?](https://help.piknmix.co.nz/en-US/why-has-my-parcel-tracking-not-updated-1148905.md): Post Haste tracking DOES NOT update when your parcel is moving through their sorting facilities. You will only receive a notification when:. 1) Your order has been despatched (sent by Pik n Mix Lollies). 2) Your order has been picked up (sent by Post
- [Do you deliver to PO Boxes?](https://help.piknmix.co.nz/en-US/do-you-deliver-to-po-boxes-1139576.md): Unfortunately, we do not deliver to PO Boxes. If a PO Box is entered as the delivery address your order will be held. One of our team members will be in touch to arrange an alternative physical address to send your order to. To prevent delays dispatc
- [How does the tracking information work?](https://help.piknmix.co.nz/en-US/how-does-the-tracking-information-work-1139581.md): Once a tracking number is attached to your order, it will not appear live on Post Haste's tracking page until it has been scanned on board the pickup/courier vehicle. We have daily pickups at around 11am and 3pm. Please wait until these times to chec
- [Do you deliver on weekends?](https://help.piknmix.co.nz/en-US/do-you-deliver-on-weekends-1139591.md): Our courier usually only delivers on business days. This means Monday to Friday only, and not operating on public holidays. Occasionally your local delivery driver may deliver on Saturdays and Sundays when there has been a significant increase in fre
- [What time will the couriers deliver?](https://help.piknmix.co.nz/en-US/what-time-will-the-couriers-deliver-1139593.md): Our couriers will deliver anytime from 7am to 9pm. Drivers will always aim to have the deliveries done inside business hours. During periods of increased freight in the network, drivers will deliver later than usual.
- [Why does my tracking say delivered but I have not received my order?](https://help.piknmix.co.nz/en-US/why-does-my-tracking-say-delivered-but-i-have-not-received-my-order-1139612.md): First and foremost, don't stress! There is always a solution. There are 2 main reasons for this to happen... 1) Rural/Non-Urban DeliveriesThese deliveries are handled by a subcontractor. If your delivery location is considered rural/non-urban, your p
- [Why has my tracking not changed since my order was picked up?](https://help.piknmix.co.nz/en-US/why-has-my-tracking-not-changed-since-my-order-was-picked-up-1139613.md): After being picked up from our warehouse, your order will not update its tracking until it has been loaded on board for delivery in your area. Parcels do not update to say they are at a sorting facility or being transported around the country. It wil
- [Why has my parcel not been delivered?](https://help.piknmix.co.nz/en-US/why-has-my-parcel-not-been-delivered-1139616.md): Most of our parcels take 2-3 business days to arrive to their destination. On some occasions, your order may take longer to arrive. Rural/Non-Urban deliveries can add up to an extra 1-2 business days. If it hasn't arrived by the end of the 5th transi
- [How do I check on any Post Haste network delays?](https://help.piknmix.co.nz/en-US/how-do-i-check-on-any-post-haste-network-delays-1148740.md): Think your parcel is taking longer than expected and want to check what could be affecting it?. Click HERE for a network overview
- [How are my lollies packed?](https://help.piknmix.co.nz/en-US/how-are-my-lollies-packed-1139619.md): When you check out from our store, you have the option to choose how you would like your loose lollies packed. Mixed combos, packaged items and freeze-dried candy are all packed separately. Separate BagsAll chosen lollies will be bagged individually.
- [Are your lollies gluten-free?](https://help.piknmix.co.nz/en-US/are-your-lollies-gluten-free-1139621.md): The quick answer is NO, not officially. We have many products that do meet Gluten Free standards but in order for us to safely label these as Gluten Free, we are required to have our products tested to show that they contain less than 3 ppm (parts pe
- [Are your lollies vegan, vegetarian, Halal, or free from allergens?](https://help.piknmix.co.nz/en-US/are-your-lollies-vegan-vegetarian-halal-or-free-from-allergens-1143426.md): All orders are packed in a facility alongside products that are not Gluten Free, Vegan, Vegetarian, Halal or free from allergens such as dairy, egg and nuts. We run facility that handles a variety of product which means we can not meet the requiremen
- [Why has the item I wanted disappeared from the website?](https://help.piknmix.co.nz/en-US/why-has-the-item-i-wanted-disappeared-from-the-website-1143428.md): Our website works on a dual stock control system.Our loose lollies are not stock controlled. When we are low on a certain lolly, we remove it from the website completely. This could be for a few hours, days or weeks if we are waiting on a shipment. I
- [Where do i find the nutritional information for each lolly?](https://help.piknmix.co.nz/en-US/where-do-i-find-the-nutritional-information-for-each-lolly-1143450.md): Each product page includes the ingredients list and nutritional information within the product description.If the ingredients list is missing from an item please let us know!
- [Can I get a particular lolly that is not on your website?](https://help.piknmix.co.nz/en-US/can-i-get-a-particular-lolly-that-is-not-on-your-website-1143461.md): We pride ourselves on our range of products.We are always looking for new lollies to stock. If you have any requests, get in touch!A lot of New Zealand's most beloved confectionery has been discontinued. We try our best to source any and all new prod
- [Do you sell products that are near or past their best before dates?](https://help.piknmix.co.nz/en-US/do-you-sell-products-that-are-near-or-past-their-best-before-dates-1143471.md): here is a lot of confusion about Best Before and Use By dates so let’s explain the difference first using the Consumer.org.nz guidelines:. "Use-by dates are required for health and safety reasons to reduce the risk of people getting sick from food th
- [What is the Best Before Date of my order?](https://help.piknmix.co.nz/en-US/what-is-the-best-before-date-of-my-order-1143482.md): You will find the Best Before date of your item in different locations depending on what you have ordered. Packeted items (e.g. Chocolate Bars). Your best before should be clearly printed somewhere on the product packaging. This will usually be found
- [How many lollies are there in 100g?](https://help.piknmix.co.nz/en-US/how-many-lollies-are-there-in-100g-1149604.md): The short answer is, it depends!. Each lolly has a slightly different density. Jellybeans are small and dense, Marshmallows are large and fluffy! 100g looks different depending on what lollies you are choosing. We've put together a general guideline
- [Do i need to create an account?](https://help.piknmix.co.nz/en-US/do-i-need-to-create-an-account-1143483.md): No, you are not required to have an account to order from us. Creating an account does make it easier to use our online shop. You will need an account in order to use Pix Points as part of our loyalty program. Pix Points are automatically earned and
- [How do I create an account?](https://help.piknmix.co.nz/en-US/how-do-i-create-an-account-1143484.md): You can create an account by filling out your email address HERE. You will receive an email with an OTP (One time passcode). Enter this in when prompted at the link above to be given access to an account. You can then update your personal details wit
- [How do I log in to my account?](https://help.piknmix.co.nz/en-US/how-do-i-log-in-to-my-account-1143485.md): You can log in to your account in 3 different ways:. 1 - When using a mobile device, open the navigation menu and click "Account" in the bottom left corner of the menu. 2 - When using a desktop computer, click the small person symbol in the top right
- [How do i reset my password?](https://help.piknmix.co.nz/en-US/how-do-i-reset-my-password-1143486.md): If you need to gain access to your account, click the link below to be taken to the account log in page. Enter your email address in to be sent an OTP (One Time Passcode) which will allow you access to your account.Click here to be taken to the login
- [Do i need an account to earn Pix Points?](https://help.piknmix.co.nz/en-US/do-i-need-an-account-to-earn-pix-points-1143513.md): No, you do not need an account to earn points but you will need one to spend the points you have earned.When you order from our website, Pix Points earned from that order will attribute against the email address used to check out. This email address
- [Can I merge points from multiple accounts?](https://help.piknmix.co.nz/en-US/can-i-merge-points-from-multiple-accounts-1143514.md): Absolutely! Customers often earn points against multiple accounts when they use different email addresses to check out.Drop an email to hello@piknmix.co.nz to let us know and we'll consolidate all your points onto one account.Be sure to provide the e
- [Can I earn Pix Points in the Pik n Mix retail store?](https://help.piknmix.co.nz/en-US/can-i-earn-pix-points-in-the-pik-n-mix-retail-store-1143515.md): Yes! If you are shopping in our retail store, ask our team to add the points earned when shopping to your account. 1 Pix point is earned for every $1 spent in store.For security purposes, we will need to confirm your email address before we can add P
- [Can I spend Pix Points in the Pik n Mix retail store?](https://help.piknmix.co.nz/en-US/can-i-spend-pix-points-in-the-pik-n-mix-retail-store-1143516.md): Yes! If you would like to use your points for a discount or free bag of lollies, ask our team to redeem your Pix Points. The rewards on our website are the same rewards available in store. For security purposes, we will need to confirm your email add
- [Can I earn Pix Points on commercial orders?](https://help.piknmix.co.nz/en-US/can-i-earn-pix-points-on-commercial-orders-1143517.md): Unfortunately, earning and spending Pix Points is limited to our retail operation (online and in store).Commercial orders such as wholesale or promotional lolly bags are excluded.
- [Where is Pik n Mix located?](https://help.piknmix.co.nz/en-US/where-is-pik-n-mix-located-1146652.md): Our address is:. 105D Manukau Road, Pukekohe 2120, Auckland, New Zealand. Click Here to open our address in Google Maps
- [How long does it take to despatch my order?](https://help.piknmix.co.nz/en-US/how-long-does-it-take-to-despatch-my-order-1146654.md): We aim to have all orders placed before 11:59am - Monday to Friday, despatched on the same day. For orders placed on the weekend or a public holiday, we will have these despatched on the next business day. Occasionally this time frame may change when
- [How will I know when my order is ready?](https://help.piknmix.co.nz/en-US/how-will-i-know-when-my-order-is-ready-1146655.md): You will receive a pickup notification email once your order is ready for collection.
- [What is the process when I arrive at Pik n Mix?](https://help.piknmix.co.nz/en-US/what-is-the-process-when-i-arrive-at-pik-n-mix-1146656.md): Click and collect is available from our Pukekohe retail shop. Speak to one of our team and tell them you are here to collect an online order. All we need is your full name to collect your order! If you are collecting an order on behalf of someone els
- [Can I pickup on weekends?](https://help.piknmix.co.nz/en-US/can-i-pickup-on-weekends-1146657.md): Click and collect is available during our retail store's opening hours. They are currently:. Monday - Friday: 9am - 4pmSaturday: 9am - 2pm. CLOSED: Sunday + Public Holidays. Any amendments to these hours will be announced on our social media channels
- [Do you allow payment on pickup?](https://help.piknmix.co.nz/en-US/do-you-allow-payment-on-pickup-1146658.md): Yes we do! We can accept EFTPOS, Credit/Debit Cards, Afterpay, American Express and Cash payments.Select "Pay on Pickup" when checking out.
- [Whats in it for me?](https://help.piknmix.co.nz/en-US/whats-in-it-for-me-1146661.md): For every 500g bag sold, you will retain $4 for your fundraising cause.For every 1kg bag sold, you will retain $9 for your fundraising cause.
- [Who can use the lolly fundraising initiative?](https://help.piknmix.co.nz/en-US/who-can-use-the-lolly-fundraising-initiative-1146664.md): Nearly everyone! This initiative is great for anyone from larger groups such as classrooms, sports teams and community groups to smaller groups and teams, or single people. You can have multiple people selling at once, just condense it down to one sh
- [Does it cost money to sign up?](https://help.piknmix.co.nz/en-US/does-it-cost-money-to-sign-up-1146665.md): Absolutely not! This initiative does not require any up front cost. Once you've collected your orders, compile these onto our master order form and send it to us. We will invoice you for the order minus the participating organisations cut. Once the i
- [Is my group too small/big to participate?](https://help.piknmix.co.nz/en-US/is-my-group-too-smallbig-to-participate-1146666.md): No way! This type of fundraising is perfect for any sized group. We have a minimum order requirement of 25 bags.E.g. A single participant fundraising to represent NZ overseas at sport or a full school community who have tasked their families to fundr
- [Does it matter where we are located in New Zealand?](https://help.piknmix.co.nz/en-US/does-it-matter-where-we-are-located-in-new-zealand-1146668.md): Not at all! This initiative is available for anyone that is located within New Zealand. You can choose between a local pickup from our warehouse in Pukekohe, or couriered directly to your door. Due to increased shipping costs, there may be an additio