FAQs
The Orchard
Where does your produce come from?
My husband and I grow navel oranges, kiwifruit, limes and kaffir lime leaves. All of the other produce we supply is sourced from top-quality growers in the Gisborne area.
When is it picked?
All of our produce (except garlic, which is stored and dried post-harvest) is picked 1-2 days before dispatch.
Is your produce sprayed?
Some of our products are sprayed and some are classified as spray-free. We only spray fruit when absolutely necessary. All our growers are GAP certified which means that none of our produce is sprayed close to harvest.
Sprays are applied to oranges, mandarins, lemons, limes, grapefruit, tamarillos, some avocados, kiwifruit and passionfruit. Sprays are not applied to some avocados, feijoas, persimmons and garlic.
Are waxes applied to your produce?
No, we simply pack your produce into a box by hand. Tree to table.
Dispatch
When will my order be dispatched?
We have three dispatch days a week: Monday, Tuesday and Wednesday.
Orders must be received by 10 am Wednesday for guaranteed dispatch for that week unless we seel out of fresh produce before this time. We don’t dispatch on Thursday or Friday due to the risk of your order being left in a courier depot over the weekend.
How does the future order system work?
At checkout you have the option to select your preferred dispatch date. This can be helpful if you are going away or sending a gift. We will do our very best to dispatch your order on this date, however sometimes due to volume of orders or fruit supply, this is not possible. You will receive a tracking email when your fruit has been dispatched.
Shipping & Delivery
Where do you deliver?
New Zealand wide!
Which courier company do you use?
NZ Post www.nzpost.co.nz
How much does it cost?
We have a flat fee of $9 nationwide for all boxes - including rural delivery. If you spend over $98, shipping is free.
Am I able to track my delivery?
Yes, once your order has been collected, you will receive an email containing all your tracking information.
If you do not receive your delivery in the specified time, please contact us at info@twistedcitrus.co.nz and we’ll follow it up for you.
What is the delivery timeframe?
All North Island orders are delivered overnight.
South Island orders are delivered in 2-3 days. If you have a rural address, this can take an extra 1-2 days.
What happens if I am not at home when the courier calls?
Our deliveries don’t require a signature so the courier driver will leave your box somewhere safe. If you have a particular place you would like your delivery left, please write this in the courier notes section at checkout.
What if my box turns up damaged or gets lost?
We have very strong grade carboard boxes that are sturdy and designed to protect the contents. However, if the box does turn up damaged, please take a photo of the box and/or product and we will happily refund or replace your order. In the unlikely event that your order goes somewhere way off the beaten track and gets lost, we will completely refund or replace your order.
What happens if I’m not 100% satisfied with the quality of my produce?
We will completely refund or replace your order, no questions asked.
Can I specify a particular week for delivery?
Absolutely! Select your dispatch date during checkout.
If I order more than one box can my boxes be combined to save on shipping?
If you have ordered more than one box to go to the same address we will combine the fruit into a larger box if possible. If you do not want us to do this for any reason please let us know by email.
Orders & Payments
How do I order?
You can easily shop online by heading to our ‘shop’ page above or by clicking here.
If you prefer to order by phone or via email that is no problem either. Ph 0508TWISTED or email sales@twistedcitrus.co.nz.
How can I pay for my order?
Our payments are processed by Payment Express. We accept VISA, Mastercard and AMEX. We also an Account2Account option where you can pay for your order via internet banking.
What should I do if I complete my purchase and don’t receive a confirmation email??
Sometimes glitches happen. If you haven’t received your confirmation email from us within an hour of placing your order, please contact us to check the status of your order.
Also, please check your junk/spam folder in case it has ended up there.
Can I purchase gift vouchers?
Of course! We have gift vouchers available on our shop page. Or you could pick a box to send as a gift. This is a popular option as gift recipients really appreciate something unique. We can also send a personal message with your gift. You will find this option at checkout.
Can I order on the phone or via email?
Yes, you can! Click here to find our contact details.
Job Vacancies
Are you hiring?
Yes, we’re looking for part time fruit packers. You can apply by emailing our team on bron@twistedcitrus.co.nz
Subscription Information
What happens if I’m away on holiday?
Easily put your subscription on pause, then simply reactivate it when you return home. Or, change the start date on your subscription for your arrival.
How do I change my credit card?
You can update your payment details at any time by logging into your account, clicking on ‘My Subscriptions’ and adding a new card to your account.
How do I change my delivery address?
If you want to adjust your delivery address, you can do this in the ‘My Subscriptions’ area in your account. You can then either choose from a saved address, or enter a new one.
Can I create another subscription?
Sure thing, you can create and have multiple subscriptions. To view or edit any of these, simply access them through the ‘My Subscriptions’ area in your account.
Can I add something to an existing subscription?
Certainly! Simply browse through our shop and find the product you would like to add, click on the subscribe button and then select the existing subscription box you want to add it to.
Can I edit the products in my subscription?
Definitely, you can edit the products in your subscription anytime by logging into your account and accessing the ‘My Subscription’ area, then select edit products
How do I cancel my subscription?
Easy - simply log into your account, access ‘My Subscriptions’ and select either pause, or delete.
Can I reactivate a paused subscription?
To reactivate a paused subscription, log into your account, access ‘My Subscriptions’ and click the ‘reactivate’ button.
How do subscriptions work?
Click here to find out how to create and manage your subscription.
Still need help?
Fill in your details below.
