Frequently Asked Questions

How do I place an order?

How many products can I order at a time?

The minimum and maximum order limits vary among our product range to ensure ongoing availability to our customers. Please refer to the table below for details of the order limits. Nutricia may, at its discretion, make changes on order quantity limits and assert a minimum order quantity on its product range from time to time. Any changes will be communicated to you at the point of purchase.

Product	Order Quantity Limits
Baby Formula & Toddler Milk Drinks *	3 Units Limit Every 14 Days
Aptamil Profutura Infant Formula From Birth to 6 Months	3 Units Limit Every 28 Days
Aptamil Profutura Follow on Formula From 6 to 12 Months	3 Units Limit Every 28 Days
Karicare Goat Toddler Milk Drink - From 12 Months	3 Units limit every 28 Days
All Medical Products	No Limits

*Excluding Aptamil Profutura stages 1 & 2, and Karicare Goat Milk 3

Can I place multiple orders within 14 days? Apply to baby formula and toddler milk drinks only

You can place more than one order within 14 days as long as the total quantity ordered during this time does not exceed the 3 tin limit outlined in the order limit table.

Why do you limit the amount of products I can order?

We understand how important it is to ensure product is available to our customers and therefore enforce order limits to ensure fair and equitable supply of our products. This takes into consideration what is deemed to be a a reasonable quantity to cover the dietary/nutritional needs of our patients and consumers within the purchase period.

Can I order more cans if I have had a multiple birth?

To discuss what options may be available for our multiple birth families, please contact our Nutricia Careline on 0800 438 500 and they will be able to provide advise relating to this query.

How do I know if a product is in stock?

If the item on the website is able to be selected and added to your cart, you can be sure that we can supply you the product. In the unlikely event that a product is out of stock, it will be marked accordingly on the NutriciaStore site, and you will be unable to select it for purchase. For further information on stock availability, you can email us at nutriciastore@danone.com or call us on 0800 255 025 during normal office hours (9am-5pm).

Can I place my order by phone?

Unfortunately, no. For the security of your credit card information, we only take orders via the NutriciaStore website.

I need assistance with my order, who can I contact?

If you'd like to speak to someone about your order, you can email us at nutriciastore@danone.com or call us on 0800 255 025 during normal office hours.

How do I know which product to choose?

Our Nutricia Careline team of registered dietitians, nutritionists and midwives are here to provide free product support, information and general nutritional advice for every individual patient and consumer journey. You can send your question via email nutriciacareline@danone.com or you can call them on NZ: 0800 438 500. Please contact healthcare professionals if you require health advice/care.

 

What payment options are available?

We currently accept payment via Visa or Mastercard.

Am I able to pay via Amex or Diners Club?

Unfortunately, no. At this time, we only accept payment via Visa or Mastercard.

Am I able to pay via Paypal?

Unfortunately, no. At this time, we only accept payment via Visa or Mastercard.

How will I know if my order has been received / dispatched?

Once your order has been dispatched, you will receive a text message/email with your order tracking information

How do I know my payment is secure?

The NutriciaStore checkout process is secured by TLS (Transport Layer Security) a widely adopted security protocol designed to facilitate privacy and data security for communications over the Internet. When secured by TLS, connections between your internet browser and a website are secured and sensitive information such as credit card numbers cannot be seen by unauthorised parties. You can be sure that the website uses TLS by noting the address (the site’s address will start with https:// instead of http://) and the padlock in your browser’s address bar.

 

We do not provide refunds or replacements due to ""change of mind"" (i.e. Incorrect product chosen, incorrect flavour chosen, etc). Please note, we offer refunds or replacements of products only if you have received:

1. The wrong products to that which you ordered; or
2. The incorrect quantity of products; or
3. Products damaged in transit; or
4. Defective or faulty products; or
5. Otherwise in accordance with the law.

Please refer to Clause 8 of the Terms and Conditions of sales for full terms on claims and return requests.

 

What parts of the country do you deliver to?

We deliver everywhere in New Zealand but if you live in a remote area it may take a little longer.

I made a mistake on my delivery address, what do I do?

Unfortunately, if your order is already in progress, we cannot change the delivery location. You may however, contact the delivery provider once you receive your tracking number and they may be able to re-route your delivery if needed. Due to the short timeframe for delivery, however, this option may not always be possible.

I want to change my delivery address, what do I do?

Unfortunately, if your order is already in progress, we cannot change the delivery location. You may, however, contact the delivery provider once your receive your tracking number and they may be able to re-route your delivery if needed. Due to the short timeframe for delivery however, this option may not always be possible.

What delivery charges apply?

If your order is over $50 in one transaction, you will not be charged a freight fee. Any order below this amount of $50, a nominal freight charge will apply per the details outlined in your order.

Do you ship outside New Zealand?

No. Products purchased on this website will only be delivered to local customers in New Zealand.

How long will my order take to arrive?

Orders will be shipped from our warehouses in Auckland via standard delivery. This can take up to 5 working days, however metro orders to the North Island of New Zealand will usually arrive within 2 working days but due to increased demand we are experiencing shipping delays that can take up to 7 days. We’ll email or send you a text with your parcel tracking details when your order is on it’s way.

Do you have an express delivery option for faster delivery?

Unfortunately, no. We are not able to offer that delivery option.

What if I'm not home when my order arrives?

The best way to ensure successful delivery is to provide the address that you frequent during the day. If you’re not home during the day, you can provide a work address for delivery. You can also authorise to leave the items unattended. Please note if you opt to leave the order unattended, Nutricia will not be responsible for any lost or stolen packages.

 

Who operates the NutriciaStore?

NutriciaStore is operated by Nutricia Limited. The NutriciaStore is an online ordering site where you can purchase Aptamil and Karicare products in one location 24x7, making it easier for parents and carers to purchase our products and have it delivered to your door.

Why do you advertise “Breast Milk Benefits” on your website?

Our Baby Formula Marketing Standards not only represent our company’s fundamentals but also acknowledge scientific insights and the importance of the World Health Organization’s International Code of Marketing of Breast-Milk Substitutes (1981) and the subsequent relevant resolutions of the World Health Assembly which emphasizes the nutritional benefits of exclusive breastfeeding for the first six months of life, followed by continued breastfeeding up to two years and beyond, alongside the introduction of safe and appropriate Complementary Foods after six months of age. To find out more, refer to our Danone Baby Formula Marketing Standards policy

Occasionally the website may not be able to process your order and an error message may appear. If this occurs, please note the error message and contact the NutriciaStore team via the following methods:

Occasionally the website may not be able to process your order and an error message may appear. This often happens if your order is not in compliance with our purchasing terms and conditions.

If this occurs, please check the following details on your order:

• valid address details have been provided
• valid credit card details have been provided
• check that the order does not exceed the limits outlined in our purchasing policy
• ensure multiple accounts are not being used with similar account details.

If you still have concerns, note the error message and contact the NutriciaStore team via the following methods:
Phone: 0800 255 025 within normal office hours or email at nutriciastore@danone.com for assistance.

I received the following error, what does this mean? " You are over our maximum quantity of 3 tins every 14 days."

This means that a purchase has been made using your details in the past 14 days and the maximum purchase limit has been reached. You will need to wait until after the 14th day to place a new order.

Can’t find what you were looking for? Get in touch

 

If your promo code won’t apply or you get an error message, check whether the following applies to you:

1. You’ve already used the code. Our promo codes can only be used once, so if you’ve ever used the code in the past then it won’t work again.
2. The code has been entered incorrectly. The codes are case sensitive so enter it exactly as it is written and try again.
3. The code has not met the conditions of use and cannot be used for this purchase. Your purchase may be below the minimum amount, or the code you applied is not valid for the products in your cart.
4. The code has expired. Check the expiry date of the code, as some of them run for a limited time or expire after a set period.
5. One or some items aren't eligible. Check the terms and conditions of the code, and make sure the items in your shopping cart aren't excluded items. Remove those products from your cart to proceed.

If you have checked all the above and are still having issues with the code, we'll need to see a screenshot of your shopping cart that shows the promo code and all items in your cart. Please contact NutriciaStore Customer Service team at nutriciastore@danone.com for further assistance with the screenshot attached to your enquiry.

 

What is the subscription functionality?

The subscription functionality allows you to set up an automatic and scheduled delivery for your products at a frequency of your choice. We do this by securely encrypting and passing your credit card details to our Adyen Payment Gateway, where a token is created and stored. This token creation ensures your orders can be processed automatically, securely and seamlessly. As always, your personal information including payment details will be managed in accordance with our privacy policy which can be found here.

Where can I find it?

In the product page and if the Subscription Functionality is available for this product, there will be an option called “Select frequency of delivery”. Clicking on the drop down will let you choose between a one-off delivery or a scheduled delivery.

How does it work?

Once you have selected your item(s) and the frequency of your delivery, please proceed to the shopping card, and follow the usual process. Once the payment has been accepted, the delivery will automatically be delivered on that date.
NB. In order to use the Subscription Functionality, you will need to have an account with NutriciaStore and be logged in.

How flexible are my options?

Note: Nutricia may, at its discretion, make changes on the frequency for subscription from time to time. Any changes will be communicated to you at the point of purchase.
For baby formula and toddler milk drinks:

• Every 3 weeks
• Every 4 weeks
• Every 5 weeks
• Every 6 weeks
• Every 7 weeks
• Every 8 weeks
• Every 9 weeks
• Every 10 weeks

Can I split my subscription order into more than one

Yes you can, however, you may then be charged for 2 deliveries depending on the amount of items in each order and the delivery cost for the specific product.

How secure is my payment?

We use the Adyen Payment Gateway to securely process all NutriciaStore payments. This payment gateway is one of the leading gateways for online transactions and other clients who use it include eBay, Microsoft, Uber, Spotify and Groupon. More information can be found here - https://www.adyen.com/unified-commerce

The NutriciaStore checkout process is secured by TLS (Transport Layer Security) a widely adopted security protocol designed to facilitate privacy and data security for communications over the Internet. When secured by TLS, connections between your internet browser and a website are secured and sensitive information such as credit card numbers cannot be seen by unauthorised parties. You can be sure that the website uses TLS by noting the address (the site’s address will start with https:// instead of http://) and the padlock in your browser’s address bar.

Is it safe to save my credit cards?

Nutricia recognises the importance of, and is committed to, managing any personal information (including payment information or health information) that we collect in compliance with all applicable laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles. For more details on the we manage and protect your information, please view our privacy policy here. Your credit card details are stored as a token on the same payment gateway used to process payments, Adyen Payment Gateway (as above). We also use the same level of site security as banks to protect the data. Your credit card details are encrypted at all times and we are unable to access your credit card details even when you choose to store them on your NutriciaStore account.

Why do I need to create an account to use the subscription functionally?

You need an account as your credit card details are needed to process future orders and are stored against your NutriciaStore account along with your other details – Name, Address, Phone number, Email, etc. Please note that your credit card details are encrypted, a token created and this token passed to the Adyen Payment Gateway. This ensures that and we cannot access your credit card details even when they are stored on your NutriciaStore account. Your credit card details are stored via a token on the Adyen Payment Gateway server as detailed above in order to seamlessly process your order when it is due.

Why do I need an email address?

All reminders and updates will be sent to the email address listed under your NutriciaStore account.

When will I be reminded about an order?

As soon as you set up your subscription order, you will get a confirmation email with the details of your order. You will also be sent a reminder email about your order 5 working days before your next order is due to be processed.

What if I change my mind?

You can pause or cancel your order 24 hours before your next order is due to be processed. To make a change, you will need to:

1. Login to NutriciaStore
2. Go to “My account”
3. Click on “My Subscriptions”
4. Click on the order you wish to edit and then
5. “Pause” or “Cancel”

What’s the difference between pausing and canceling my scheduled order?

If you “pause” a subscription order, your orders will no longer automatically be processed and your credit card will not be charged. You can however, go back into your account and reactivate the subscription order (green box in screenshot below). Once you do this, the order will be processed on the date of your next scheduled order.
If you “cancel” an order, your order can no longer be reactivated and you will need to set up an entirely new subscription order.

If my subscription order is paused or cancelled, is my credit card still stored?

If you “pause” or “cancel” a subscription order, your details are still stored although your card will not be charged. This ensures that if you do want to restart a paused subscription order or set up a new one, the process is easy.

What if I need to change one item on my subscription order?

You cannot edit items in a subscription order. If you wish to make changes to it, you will need to cancel the original subscription order and create a new one.

Will I be charged more for delivery of my subscription order?

Your delivery cost remains the same, i.e, if you buy more than one carton, you will not be charged delivery.

Can Nutricia set my subscription order up for me?

Yes. You can call our Customer Support Team on 0800 255 025 for help in setting up your subscription order.

What is the difference between the subscription functionality and re-ordering?

If click on “reorder”, your order is immediately processed however, it is a one off, manual order using the credit card details saved in your account.
If you set up a subscription order, once set up, it will automatically process on the scheduled dates without any input needed from yourself.

What notifications/emails will I receive?

You will receive a confirmation email as soon as your subscription order is set up and a reminder email, 5 days before your order is due to be processed.

What if my item is out of stock

If one of the items in your Subscription Functionality is not in stock, you will be notified via email that your subscription has not been successfully.

Can I set up my Subscription Order using direct debit?

At the moment only Mastercard and Visa is accepted for Subscription Functionality.

What happens if I need an additional item?

Setting up an additional one time order will not impact your Subscription Order.