FAQs – Nourish & Thrive

Products & Ingredients

Are all of your products gluten-free?

We understand that people choose to be gluten-free for many different reasons, and we want you to feel confident in your food choices with us. That’s why all of our bulk wholefood ingredients are naturally gluten-free, and we take strict measures to prevent cross-contamination with other products in our facility. While we source from high-quality suppliers with strong allergen control measures, we cannot guarantee that cross-contact hasn’t occurred before products arrive with us. Additionally, some pre-packaged items we sell may contain gluten as an ingredient. Full allergen information is always clearly listed on the individual product pages to help you make informed decisions.

Are your products free from other allergens?

Many of our products are free from common allergens like dairy, nuts, and soy. However, we always recommend checking the individual product page for full ingredient and allergen information to ensure it meets your specific needs.

Do you use additives or preservatives in your products?

We avoid unnecessary additives and preservatives. Some products may include small amounts of natural, safe ingredients to ensure freshness or functionality (e.g., xanthan gum in gluten-free baking). We’re always transparent about every ingredient we use.

Are your ingredients organic?

We believe in progress, not perfection. That’s why we proudly support farmers and producers who are making meaningful strides toward sustainability and ethical practices, or are in the process of transitioning to becoming fully organic certified. We also recognize that formal certifications can sometimes be out of reach for smaller farmers and producers, and we are proud to partner with those who uphold exceptional quality and ethical standards, even without certification. Whenever a product carries a certification, such as organic or gluten-free, it will always be clearly labeled on the product page to help you make informed choices. We are committed to using high-quality, wholesome ingredients that align with our mission of creating nutritious, family-friendly foods

Are your products suitable for vegan diets?

Some of our products are vegan-friendly! Look for the "vegan" label on the product page to ensure it fits your dietary preferences.

Do you use refined sugar in your products?

All of our baking mixes are free from refined sugar. They are sweetened with coconut sugar, stevia, or erythritol, or are designed to let you add your own sweetener, such as maple syrup or honey. Additionally, we do not stock refined sugar in any of our bulk ingredients, ensuring all your pantry staples align with your clean eating goals. Check the product details for specifics on each mix.

Shipping & Orders

Where do you ship?

We ship New Zealand-wide to postal addresses (not PO Boxes).

How long does shipping take?

Orders are typically processed within 3 business days, and shipping times depend on your location. Most orders arrive within 3–7 business days. You’ll receive tracking information as soon as your order ships. If your parcel takes longer than this, please contact us at hello@nourishandthrive.co.nz, and we’ll be happy to submit a parcel inquiry on your behalf.

What are your shipping rates?

- Free Click and Collect in Christchurch
- $10 for Christchurch urban deliveries
- $15 for the rest of New Zealand

Shipping rates are calculated at checkout based on your location. We strive to ensure your products arrive safely and in excellent condition.

Can I track my order?

Absolutely! Once your order ships, you’ll receive an email with a tracking number so you can monitor its progress.

What if my parcel is damaged?

We're sorry to hear that your parcel has arrived damaged and can imagine how disappointing this must be.

To help us resolve this matter quickly, please email us at hello@nourishandthrive.co.nz within 3 days of receiving your order. Include the following images to assist with our investigation:

- Photos of the damaged items
- Photos of the packaging material used
- Photos of the inner packaging
- Photos of the outer packaging
- Photos of all barcode labels on the parcel

Once we have these details, we’ll investigate the issue and work to resolve it as quickly as possible.

What if my order is incorrect?

We're here to help! If your order is incorrect, please contact us at hello@nourishandthrive.co.nz within 3 days of receiving your parcel. Include your order number and photos of the issue, and we’ll work quickly to make it right.

Allergens & Dietary Needs

Are your products made in a facility that processes allergens?

Our products are made in a facility that processes common allergens like nuts, dairy, and soy. However, we follow strict cleaning protocols and allergen controls to minimize cross-contact. If you have severe allergies, please reach out to us for more details.

Can I use your mixes for special diets like keto or paleo?

Many of our products are suitable for keto or paleo diets, while others may require slight modifications (e.g., substituting sweeteners). Look for specific dietary labels on each product page for guidance.

How can I find products for my specific dietary needs?

Use the filters on our shop page to browse products by dietary needs (e.g., gluten-free, dairy-free, vegan, keto, or paleo). If you have any questions, feel free to contact us.

Product Use & Storage

How should I store your products?

Our products are packed in compostable packaging that naturally degrades over time. To keep your products fresh, we recommend transferring bulk goods into a container of your choice and storing them in a cool, dry place, away from direct sunlight. Baking mixes can also be stored in a cool, dry place until you're ready to use them.

Do your baking mixes require any additional ingredients?

Yes, our baking mixes often require basic pantry items like eggs, milk, or oil. Each product page and package include detailed instructions and substitution ideas for common dietary needs (e.g., using flax eggs or plant-based milk).

Can I freeze prepared baked goods made with your mixes?

Absolutely! Many of our mixes work beautifully for freezer-friendly baking. For best results, let baked goods cool completely before freezing and store them in an airtight container.

Returns & Refunds

What is your return policy?

We want you to love your Nourish and Thrive experience. If you’re not satisfied with your purchase, please contact us within 7 days of receiving your order. Due to the nature of our products, we can’t accept opened items, but we’ll do our best to resolve any issues.

How do I request a refund?

To request a refund, email us at hello@nourishandthrive.co.nz with your order number and details about the issue. We’ll review your request and get back to you as soon as possible.

Can I cancel or modify my order?

If you need to cancel or make changes to your order, please contact us at hello@nourishandthrive.co.nz as soon as possible. Once an order has been processed, we may not be able to make changes, but we’ll do our best to help.

Sustainability & Values

Are your products sustainably sourced?

Yes, we prioritize sourcing ingredients from responsible suppliers who share our commitment to sustainability. From eco-friendly packaging to ethical sourcing practices, we’re always working to minimize our environmental footprint.

Do you use eco-friendly packaging?

Wherever possible, we use recyclable or compostable packaging materials. Our goal is to provide wholesome products in packaging that’s better for the planet.