COVID-19 Update - FAQs
How will the continuation of the current situation, with
Auckland at Alert Level 3 and the rest of the country at Alert
Level 2, impact physical distancing?
We are asking all customers, regardless of where they live, to
adhere to physical distancing in our stores. This move is one New
Zealanders are familiar with from our previous time spent in
lockdown. Customers will also see the return of physical distancing
signage including posters and store decals advising of the 2m
physical distancing. It's important all customers maintain 2m
physical distancing when shopping to keep both themselves and our
Will you be restricting customer numbers in stores outside of
the country even though these regions are at Level 2?
The move to Level 2 for all regions except Auckland means that
all New Zealanders must maintain the appropriate physical
distancing measure of 2m when shopping in store. This means stores
will be limiting the number of customers allowed in-store at any
Customers have grown accustomed to the Perspex screens at
checkout and readily available trolley wipes and hand sanitizer in
store. We encourage customers to the sanitising options available,
and to remain vigilant with their hand washing routines as this is
the best line of defense against Covid-19.
Can I shop with my family?
Please be mindful that when you shop with multiple members of
your household when you don't need to, you're preventing other
customers from entering the store and contributing to longer queue
times. Stores are trying hard to keep queues short as they know
queuing outside in winter can be cold and wet for customers which
is less than ideal.
Are you increasing your cleaning protocols to keep staff and
We have already reinstated safety and cleaning measures in all
stores nationwide which includes increased sanitisation of high
touch areas including checkout belts, EFTPOS terminals,
self-checkouts and trolleys.
Are customers allowed to bring their own reusable bags back to
South Island stores?
Yes, customers who live in the South Island are welcome to
continue shopping with their reusable bags.
Do you still have bag packers at South Island store
Yes, still have bag packers in place across our South Island
What is your stock situation for in-demand products?
We have an incredibly robust supply chain and we are well-versed
in dealing with spikes of product demand. We have ample stock of
in-demand products and continue to encourage customers to shop
normally. Stockpiling puts unnecessary stress on the supply chain
and takes essential products away from others - we ask customers
resist the urge and #shopnormal.
What is your current mask supply situation?
We've been preparing for this since the last lockdown and
nationwide, we have more than 8 million masks in our supply chain.
Our teams are working tirelessly to get these through the system
and onto store shelves for customers. If your store is low or out
of mask supply, please rest assured that more stock is on the way -
it's simply making its way through. As always, we encourage
customers to shop normally and only buy what they need, as they
Will you be imposing product limitations on certain products in
the South Island?
We have an incredibly robust supply chain and our teams are
working tirelessly to ensure a steady flow of product into stores
around the country.
Before heading to the supermarket, we're asking all customers to
take a look in their pantry first - if it is still well stocked,
please only buy what you need. By shopping normally, you are doing
your part to help New Zealand fight Covid-19. Our store teams are
doing their part by keeping shelves stocked, and we are introducing
product limits for some in demand products in an effort to make
sure there is plenty to go around.
Product limitations will vary by store. Please only buy what you
need, as you need it. It's important we continue to #shopnormal as
this helps keep shelves stocked and ensures all New Zealanders can
get the essentials they need.
Will your South Island stores display the NZ Covid Tracer app?
Are you requiring customers to scan before entering stores?
All stores across the country will have the NZ Covid Tracer app
poster displayed at store entrances. We are encouraging all
customers, no matter where they live or which store they visit, to
please scan the QR code on the poster and follow the prompts to
register. This is to keep you, other customers and staff safe in
the event the Ministry of Health needs to implement contact
Are you requiring customers to wear masks in store?
As guided by the Government, individuals living outside of the
greater Auckland region are not required to wear face masks.
Our stores have good supply of face masks, but if your local
store is currently out of stock, rest assured more stock is on its
way and please consider the Government's advice of fashioning your
own face mask in the meantime.
Are you reinstating your emergency worker prioritization?
What is your current mask supply situation?
At this stage we have not reinstated priority access for emergency
workers. We will review our position on this over the coming
Is Lotto still available?
Yes, store Lotto counters are still open but we ask all
customers to please be mindful and adhere to physical distancing
How are you verifying identity for age restricted items? Are
you asking customers to remove their masks if they are purchasing
We are required by law to verify age for restricted items. This
includes checking that the identification presented to purchase the
items belongs to the customer present.
If a customer is wearing a
mask, and staff cannot verify their identification, then we will
ask the customer to briefly remove their mask so we can verify
their identity. If a customer is unable or unwilling to remove
their mask, then unfortunately staff may have to decline the
Post a comment