Frequently asked questions

How does Store2Door work?

Browse our website and place your order online. Store2Door then shops for your products, carefully packs them, and arranges local or nationwide delivery.

Do I need a Costco membership?

No. Store2Door shops on your behalf, so customers do not need their own Costco membership.

Is Store2Door part of Costco?

No. Store2Door is an independent personal shopping and delivery service and is not affiliated with or endorsed by Costco Wholesale.

What is the personal shopping fee?

A $30 personal shopping fee applies to product orders up to and including $300.

For product orders over $300, the personal shopping fee is 10% of the product subtotal.

Shipping or local delivery is charged separately.

Why are there two separate fees at checkout?

The personal shopping fee pays for the Store2Door service, including processing, shopping, communication, packing, and order preparation.

The shipping or delivery charge pays for transporting the order to your address.

What happens if an item is unavailable?

We may contact you to discuss a suitable substitute. If no replacement is agreed upon, the unavailable item will be refunded.

Can prices change?

Yes. Retail prices and promotions can change without notice. We make every reasonable effort to keep our website accurate and will contact you if there is a significant increase before purchasing.

Can I request a product that is not on the website?

Yes. Contact us with the product name, description, and preferably a photo. We will let you know whether we can source it.

How much can I order?

Standard nationwide courier parcels can weigh up to 25kg.

Orders above 25kg may require multiple parcels or a freight quote. Contact us before placing an order expected to weigh between 25kg and 50kg.

Do you deliver to rural addresses?

Yes. Rural courier surcharges apply, and rural delivery may take longer. Please ensure your address is correctly identified as rural.

Do you ship chilled or frozen items?

Selected chilled items may be shipped Tuesday and Wednesday.

Frozen products are not currently available for nationwide delivery.

When will my order be shopped?

Current shopping (Tues-Thurs) and dispatch days (Tues - Fri) are published on our website. Busy periods, public holidays, retailer stock availability, or unusually large orders may affect processing times.

How do I track my order?

Tracking details are sent after your parcel has been booked and dispatched.

Is bank transfer available?

Yes. Bank transfer is our preferred payment method.

Your order will be processed once the payment has cleared. Use your order number as the payment reference.

Do you offer business accounts?

Yes. Business and organisation ordering is available for cafés, schools, early childhood centres, sports clubs, workplaces, caterers, community groups, and others.

Visit our Business Accounts page or email orders@store2door.co.nz.

Can I return an item because I changed my mind?

Because Store2Door purchases products specifically on behalf of each customer, change-of-mind returns are generally not accepted.

Please read our full Returns and Refunds Policy before ordering.