We’ve collated a list of frequently asked questions to help our friendly customers out. We hope you’ll find an answer to your question below. If you can’t, feel free to email our customer services team firstname.lastname@example.org, or call them directly on 09 525 5480.
Becoming a customer
1. How do I become a customer of Rocket Foods?
If you are interested in becoming a customer of Rocket Foods, you can request a call from a member of our sales team or complete our new customer form and direct debit form and return them both to us. We can get your first order processed as soon as the paperwork is complete, and we have confirmed delivery arrangements.
2. Who do you supply to?
We supply delicious wholesale baked products to cafés, restaurants, caterers, food stores, supermarkets, sports grounds, corporate offices and more.
We deliver throughout the North Island of New Zealand, so if you are a business that wants to order Rocket Foods products, just get in touch. Unfortunately, as we’re a wholesaler we’re not able to supply directly to the public.
1. How do I place my order?
You can place your order Sunday to Thursday, before 3pm, by either calling the Rocket Foods customer services team on 09 525 5480 or by emailing your order to: email@example.com. Please use our ordering codes when placing your order.
Please note, we do not take orders on Friday or Saturday.
2. When is your order cut off time?
Our order cut off time is strictly 3pm via email or phone. If you order is placed after 3pm it will be processed for your next delivery day.
3. How do I pay for my order? What are the payment terms?
All our customers are on direct debit. We will organise this with you when your customer account is set up with us. Our payment terms for all orders are 14 days via direct debit.
4. What are the minimum order quantities?
Our minimum order quantities vary from product to product. You’ll find details of our minimum orders for each product on the individual product page.
5. Can I place a repeat or standing order?
Yes. Get in touch with our customer service team by emailing firstname.lastname@example.org or calling them directly on 09 525 5480 and they will take care of the rest.
1. What are your delivery days?
We deliver throughout Auckland Monday to Friday (excluding public holidays). Our deliveries are fulfilled by our preferred distribution partner, Customised Deliveries.
We deliver throughout the rest of New Zealand Tuesday to Friday (excluding public holidays). We recommend out of town customers:
- Order on Monday for delivery on Wednesday.
- Order on Tuesday for delivery on Thursday.
- Order on Wednesday for delivery on Friday.
- Order on Sunday for delivery on Tuesday.
Your delivery days and times will be confirmed once your account is set up.
2. Can I select my delivery time?
Unfortunately, we are unable to offer specific delivery times, however most of our deliveries are made in the morning. This is dependent on your location and delivery access.
3. Delivery Access
Depending on the type of access into your building, we may require keys to your premises so that we are able to deliver products safety. You will need to fill out a Delivery Instructions Form when you set up your account, and our customer service team will work through this with you.
4. How much is delivery?
Within Auckland we offer free delivery for orders over $80 exclusive of GST. For orders under $80, there is a delivery fee of $8.90 (depending on location and access).
For deliveries outside of Auckland, a delivery fee will apply based upon your location. Our customer service team will confirm this with you once your account is set up.
5. Where do you deliver to?
We can deliver across New Zealand, both the North and South Island with frozen freight. Please note we can only deliver to commercial addresses.
5. Can I pick up my order from Rocket Foods?
You can pick up your order from Rocket Foods on Tuesday or Thursday between 10am and 12noon. Please state you would like to ‘Pick Up Factory’ when placing your order.
1. How do you ensure the quality of frozen products?
We use blast freeze technology to ensure products are frozen as quickly as possible to preserve our products. We have tried and tested the defrost process. This does not impact the quality of our products; we guarantee the same high-quality taste and look you use used to from Rocket.
2. How do I defrost my products?
Thaw products overnight in the fridge at a maximum temperature of 4˚C. The defrost time will depend on the size of the product. You can expect smaller products to take 12 to 24 hours, and large pies to take up to 48 hours.
2. When does the shelf life start for defrosted products?
Our shelf life starts from when the defrost process ends. I.e. if a product takes two days to defrost, and you start this on Monday, the shelf life of that product will begin on Wednesday.
4. Can I refreeze products that have been defrosted?
We do not recommend refreezing products that have been defrosted. This will impact the quality of the product.
1. Do you supply packaged products?
We give our customers the option to buy products both packaged, and loose. Please note, there is a price differential for packaged products to cover the cost of production.
2. What information is on packaged products?
Our packaged products have a label which contains product name, weight, ingredients list and nutritional information panel. We will be adding reheating instructions and barcodes to our packaging in due course.
3. Can I reheat products in the packaging?
Please remove products from the packaging prior to heating products. Our bags are not suitable for microwaves, ovens, or pie warmers.
4. How do loose products arrive?
Our loose products are packaged directly into brown cardboard boxes.
1. When is your customer services team available?
Our Customer Services team are available Sunday to Thursday, our office opening hours are:
Monday to Thursday: 8.00am to 4.00pm
Sunday: 1.00pm to 4.00pm
You can contact the team via phone or email:
Phone: 09 525 5480
2. How do I contact your team outside of office hours?
Please leave a message on our answer phone with your name, company name, contact phone number and an overview of what you need, or send an email and we will respond on the next working day.
3. My order is incorrect or damaged, what do I do?
We ask all our customers to check their orders on delivery. If you order is damaged, please do not sign for this order and send it back with the courier.
If you realise your order is damaged after accepting the delivery, please take a photo of your order and email this to our customer services team within 24 hours. We will only credit claims made within 24 hours of delivery.
If your order is incorrect, please cross check the order against the packing slip. If this does not match, please contact our customer services team.