Moana Seafood FAQs

Important notes before you order

Can I order one or two items rather than a bundle?

Currently we only offer bundles and not individual items.

Why can't I order from you?

North Island:
While we can deliver to most addresses in the North Island, we aren’t able to deliver to rural delivery addresses. There are few locations within Auckland that couriers will not service, we will notify you if this is the case with your address.

South Island:
Couriers are not refrigerated and with the additional time required for sending packages between the North to South Islands we cannot promise the package will be in a safe and edible state by the time it reaches you. We apologise for any inconvenience this could cause.

Delivery of products

How much do you charge for shipping?

No one likes getting sprung with expensive courier costs! Our shipping is free.

How will my order be sent?

Your order will be sent from Moana New Zealand’s Mt Wellington base via courier to your nominated address or business.

How long will my order take to arrive?

We estimate your order will take up to 5 business days to arrive. If your order does not arrive within this timeframe please contact kaimoana@moana.co.nz with your order number and contact details.

Where possible we recommend using business addresses which are easier for courier companies to access. By delivering to a business there is a higher likelihood of someone being available to take responsibility for the parcel too.

Please refer to our Terms and Conditions for more detailed information.

Will my package have a track and trace?

It sure will! Once your order has been packed, our team will assign the package a tracking number. The tracking details will be sent automatically to your phone or email address so you can see where your package is.

Please refer to our Terms and Conditions for more detailed information.

Will my package require a signature on arrival?

Your package will not require a signature. Couriers will deliver to your address on an ATL (Authority to Leave) basis. The parcel will be left at the drop off point at the receiver’s risk.

Where possible we recommend using business addresses which are easier for courier companies to access. By delivering to a business there is a higher likelihood of someone being available to take responsibility for the parcel too.

Please refer to our Terms and Conditions for more detailed information.

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

Couriers will deliver to your address on an ATL (Authority to Leave) basis. The parcel will be left at the drop off point at the receiver’s risk and does not require a signature.

Where possible we recommend using business addresses which are easier for courier companies to access. By delivering to a business there is a higher likelihood of someone being available to take responsibility for the parcel too.

Please refer to our Terms and Conditions for more detailed information.

How will my order stay cold while out for delivery?

Your kaimoana package will be sent in a polystyrene or Chilltainer box with ice gel packs to keep your kaimoana at a suitable temperature and to protect it from rapid fluctuations in temperature.

Can I pick up my order rather than have it delivered?

Currently we only offer deliveries.

My product wasn’t fully frozen when it arrived, what should I do?

Don’t be alarmed if your products have partially thawed on their journey to you. You can expect a small amount of thawing to occur and products should always feel cold to the touch. If your product feels more than 50% thawed, we recommend eating it and not re-freezing.

If you have serious concerns about your order please do not consume the product and contact kaimoana@moana.co.nz with your order number, contact details and photos of the product.

Food safety tips

What is the best way to thaw my products?

How long you thaw your products depends on what sort of product you have ordered:

Oysters: Leave in the fridge overnight to gently thaw and serve chilled with a squeeze of lemon.

Fish: Leave in the fridge overnight or until thawed before cooking. The flesh should remain firm for cooking

Crayfish tails: Leave in the fridge until thawed before cooking.

Can I cook my kaimoana straight from the freezer?

We recommend leaving your kaimoana to thaw in the fridge, after all you wouldn’t cook other meat straight from the freezer!

How long can I keep these items in the freezer?

Please refer to the best before date printed on the product. This is the period of time it is safe to store in the freezer.

Order issues

Can I make changes to my order?

Once your order is placed, your credit or debit card is charged and the order is automatically put in the system. Any changes made will be on a case by case basis. If the order has been processed or packed you will not be able to able to make changes.

There is a problem with my order

If you have concerns about your order contact kaimoana@moana.co.nz with your order number and contact details.

I would like to give feedback or make a complaint

Please send feedback about your order to kaimoana@moana.co.nz with your order number, contact details and any other relevant details.

Our packaging

What sort of packaging do you use and is it recyclable?

Depending on where in the North Island you live, your parcel will arrive in a polystyrene box or Chilltainer with ice gel packs to keep your kaimoana at a suitable temperature and to protect it from rapid fluctuations in temperature.

We cannot give recycling advice with absolute certainty due to differing Council capabilities from region to region. We recommend referring to your local Council's website for more accurate recycling information.

In most areas, the Chilltainer box will be able to be collected in your curb side recycling. It is a cardboard product and the metallic coating is also recyclable. To learn more about this product please visit chilltainers.com.

Trays used to package fish and oysters are also recyclable in most areas. Our fish trays are created from plant and recycled materials, to learn more about this product please visit plantic.com.au

Gel packs are able to be used multiple times but if you would like to dispose of them, please pierce each pouch and empty the contents in your kitchen sink. This substance is safe to dispose of in this manner. If your region collects soft plastics, this product can be dropped at your nearest soft plastics station.

Why do you use polystyrene packaging?

Although it is our preference to use Chilltainers wherever possible, for longer journeys we will send your kaimoana in a polystyrene box. This is for food safety purposes and ensuring your kaimoana reaches you in the best possible state. We are currently looking at alternatives to polystyrene for future ordering options.

Other questions

Where can I get recipes on how to cook my kaimoana?

We recommend checking out Seafood New Zealand's range of recipes. Click here to see the range of recipes available.

How can I get in contact with you?

Please get in contact via email – kaimoana@moana.co.nz

Are these species caught in New Zealand or imported?

All species are caught in Aotearoa and not imported.

Are these species sustainable?

Yes, we take our role as kaitiaki very seriously at Moana New Zealand. You can read more about our sustainability journey on our website 

How is my kaimoana caught?

All kaimoana is caught by New Zealand contract fishers or divers. Please visit our website for more detailed explanations on each of the species we offer 

Is there a time I need to make my order by?

You can make your order any time, there is no cut off time. Please be aware our team work Monday to Friday.

Where can I read your Terms and Conditions and Privacy Policy?

Our Seafood

_New Zealand’s most sought after species

Responsibility

_kaitiakitanga

As a fully Māori owned company we take a uniquely long term view in everything we do.