FAQs

What are the pickup locations for online orders and when are they open?

As well as the Brown Owl Organics shop, we currently have pickup points in Hamurana, Lynmore, Owhata and Lake Okareka. We are looking for a suitable pick-up location in Ngongotaha. If you can help, please contact us.

Members must be signed in to view pickup addresses and times for online orders. Once you've signed in, check back here. 

  

Orders may be collected on Wednesday afternoons from the following points. Please be mindful of residents and neighbours and also take special care when reversing out of driveways.

  • Hamurana: 4 Fryer Rd - from 2pm
  • Shop: 197 Ranolf Street, Glenholme: 1.30 - 5.00pm, phone 07 777 2110
  • Lynmore: 6 Fairley Rd - 1.30 - 5.30pm
  • Lake Okareka: 53 Summit Rd - from 2pm until dark
  • Owhata: Tiaki Early Learning Centre, Umukaria Rd - from 3pm
  • Lake Tarawera pick-ups can often be arranged. Send us a message before ordering.

How do I log in and out?

Click on the person icon on the top right of the page to log in or out. When you are logged in, a tick is shown there. Even if you don't log out, the website will automatically log you out after a period of inactivity. If you already began an order but did not complete it, it will be saved in the cart to resume (subject to availability of items). You may occasionally receive an email to remind you of items left in your cart.

When will I receive my invoice?

We currently invoice after orders are packed. This is to allow for any changes to your order, such as when certain produce doesn’t come in, or a dry goods item is short-weight. Any credits issued can only be used against online orders (not in the shop), unless otherwise notified.

Invoices are generally sent out Wednesday evening. If you haven’t received yours by noon on Thursday please get in touch. We request payment by the end of Friday on the week you receive your order.

Can I add things like milk at the shop if I pick up my order there?

Online ordering and pricing is separate to the shop. You can of course collect chilled goods from the shop when you pick up your order there, but this must be paid for separately, instore.

What is Brown Owl’s bank info?

ASB 12-3155-0166906-00
GST # 115-968-858

I have a question about my order/account.

Contact: operations@brownowl.nz – we try to respond within 48hours. If urgent, or regarding an order in progress, contact the shop on 07 777 2110.

I’m not receiving your weekly emails.

Scroll down to the footer and re-subscribe. If the problem persists, contact: operations@brownowl.nz.

How can I see what you offer when ordering is closed?

You can always see our current availability on the Products page, and if you are a current member you can sign in to view the discounted member prices – otherwise the prices reflect our shop prices (at our Ranolf St store). While ordering is closed, products can’t be added to your cart. Please be aware that our inventory is being updated throughout the week so there may be errors. Prices are subject to change (up until the point of ordering).

How does the web-ordering cycle work?

  • Ordering opens on Friday afternoon – we aim to be open by 6pm (often earlier) and an email will be issued to members once open. Ordering closes at 9pm on Sunday evening.
    We suggest members bookmark the login page brownowl.nz/login on your preferred device.
  • Dry goods are ordered regularly and bagged down on Monday mornings. Dry goods for the current week’s web orders are picked from shelves on Monday afternoons. Bread and produce is ordered from suppliers to arrive each Tuesday. Local produce is harvested and prepared on Monday and Tuesday.
  • Orders are packed by volunteers on Wednesday mornings at the Ngongotaha Bowling Club, and we aim to send them out to the various points by 1.30pm.
  • After receiving your order, you wait for an email invoice and pay Brown Owl’s account by Friday of that week, when the whole cycle starts again.

What if I forget to order something?

If you forget something you may submit a second order but in order to save paper (packing slips) and any confusion we encourage you to wait until the following week if possible. We do our best to unite multiple orders when packing, and take off secondary fees at the invoice stage. Contact operations@brownowl.nz if this doesn’t happen. Please check you get your complete order/s on pickup.

How do I set up a recurring order?

Brown Owl are not currently offering mixed produce boxes, only custom orders are being packed so you cannot set up a recurring order at this time, sorry. We may review this in the future.

Can I get a home delivery, or to my work?

Yes! We can deliver your box/es to your home or workplace on a one-off or regular basis, providing the address is not rural delivery (close to the other pick-up points is fine though). This is charged at $10 per order which includes the basic handling fee for online orders of $4. Rural home deliveries are generally only made within a kilometre or so of one of the pick-up points, or by request. Sometimes we can connect you with a member in your area to make your own arrangements with. Please contact operations@brownowl.nz to check.

Boxes and other recycling

  • We are always in need of good, clean, sturdy boxes in which to pack orders. Please remember to return them to your pick-up point.
  • Lux Organics use home-compostable packaging for bagging their produce. If you don’t have a home compost or worm bin, please return clean empty bags along with your empty boxes and we will ensure they are biodegraded appropriately.
  • The coloured bands from local produce can be returned for re-use, thanks.
  • Medium and Large brown paper dry goods bags can be returned for potatoes to be packed into, however please don’t return flour bags.

How can I volunteer?

For their support and commitment, volunteers for Brown Owl receive an order discount of 5% per hour volunteered (to a maximum of 15% per week, non-accruable). Volunteers also do not pay packing/delivery fees for the weeks that they help. You do not need to commit to every week, just book in whatever suits you. Contact packing@brownowl.nz for more information, or to be given a link to the packing roster.

Wednesday Packing Volunteers

Wednesdays - from 9am to 12.30 or 1pm. Each week a friendly, dedicated team meet at the Ngongotaha Bowling Club to set up the produce and dry goods for the week, and weigh and pack between 50 and 85+ orders for members. Morning tea is enjoyed over a cuppa while organising deliveries, followed by pack up and dispersal.

Wednesday Delivery Volunteers

Wednesdays - from 12.30pm. Delivery of boxes is generally covered by Wednesday packing volunteers, but it is good to have back up people for when we need extra help. This job requires people with vehicles that can take up to 10 boxes (sometimes fewer) to various drop-off points and home deliveries. As a mileage reimbursement we can offer $2 per order (plus $1 for extra boxes), for deliveries to a pick-up point; and $4 per home delivered to (again with $1 extra for additional boxes). Please contact Kym Eagleson if you are interested: packing@brownowl.nz.

Monday Bagging Volunteers

We package our dry goods ahead of time for food safety and to streamline the Wednesday workflow. This is done on Monday mornings at the Brown Owl Shop. Volunteers are needed for about 3 hours from 9am until 12pm (sometimes until 1pm). Please contact Aglika at: bagging@brownowl.nz.

I have news or an event I would like to share with Brown Owl members.

Contact: info@brownowl.nz

How do I cancel or pause my Brown Owl Membership?

The Pausing feature is designed for weekly subscriptions such as mixed vege boxes, which Brown Owl does not currently offer. For annual memberships, pausing is in effect the same as cancelling; pausing does not extend the membership.

Cancelling your subscription means you will not be able to order online, and your subscription will not be automatically renewed (i.e. card charged). You may, however, reactivate your subscription at any time during the term of your paid membership, by logging into your account.

Note: Whether your subscription status is active, paused or cancelled, you will continue to have access to member pricing instore, for the remainder of your paid membership term.

Log in to the website, go to the My account page and click on Your subscriptions, in the Manage subscription section. Click on the subscription number and then select an option under 'Manage status'. Choose 'Cancelled' to stop your membership from auto-renewing. You will no longer be able to access online ordering (unless you return the status to Active before your renewal date). Note we do not refund unused or cancelled memberships except in extenuating circumstances.

I don’t want to receive emails from Brown Owl. How do I stop these?

We issue both weekly emails (to let you know when ordering is open, and anything else you might need to know such as changes to pick-up points), and occasional newsletter updates (monthly or so). These are on separate mailing lists so If you no longer wish to receive one or other type of emails from us, simply click the ‘Unsubscribe’ link (which is at the bottom of every group email we send). Contact us if you have issues. Please note that as an incorporated society we are obliged to maintain a list of current members and their contact details, and may still contact you throughout your membership period regarding Society business, such as advising you of the Annual or any special meetings.

Organic & Local

#brownowlorganics

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