Frequently Asked Questions

SWEETENERS AND HEALTH

Q: What sweeteners are used in sugar free and low sugar products?

A: There are many different types of sweetener alternatives to provide the sweetness in treats that we love. The list is huge, so please use this list of sweeteners (and their benefits and concerns) bought to you by Sugar and Sweetener Guide. Also some of the products have naturally occurring sugars in some of the ingredients such as milk chocolate, fruit etc. Please see the ingredients list and nutrition information panel for each of our products you are interested in purchasing. See our Sugar Free Information Page for more handy links to further research.

Q: Are there any health concerns when using sweeteners?

A: The one we see most is that some polyols or sugar alcohols are not easily digested and may cause stomach complaints such as bloating, gas (such as might occur in a high fibre diet) and may cause a laxative effect. The advice is not to consume excessive amounts of products containing these - everything in moderation! Aspartame has had a lot of negative press - however the Healthy Food Guide NZ has some good advice on how using the internet to research can be a valuable tool that it is difficult to separate fact from fiction. Read more here and scroll down to the title “Beware the Internet”. What we do know is that a by-product of the metabolism of aspartame is phenylalanine and people with a genetic disorder called phenylketonuria (PKU) are unable to metabolize it. Please see the Sugar and Sweetener Guide and Healthy Food Guide NZ links we've shared with you for more information. Please also contact your doctor or health professional for appropriate medical advice.

Q: Are there calories in your products?

A: Sugar free and low sugar products contain less calories than equivalent products made with sugar but still contain calories and therefore should still be consumed in moderation. Please see the ingredients list and nutrition information panel for calorie content of each of our products you are interested in purchasing. All foods should be eaten in moderation.

Q: I am a diabetic - are your products suitable for me?

A: Many of our products have a low glycemic index and may be suitable for diabetics. We have found this Glycemic Index for Sweeteners guide from Sugar and Sweetener Guide, but please do check the ingredients and nutrition information panel for each of the products you are interested in and check with your health professional.

Q: Do you have gluten free products?

A: Yes we do - a number of our products are gluten free. Please check the nutritional information panel and ingredients lists for each product carefully before purchasing.

Q: Do you have dairy free products?

A: Yes we do - a number of our products are dairy free. Please check the nutritional information panel and ingredients lists for each product carefully before purchasing.

Q: Do you have nut free products?

A: Yes we may do. Please check the nutritional information panel and ingredients lists for each product carefully before purchasing. Please also email us at info@mysugarfree.co.nz before ordering and we will check with the manufacturers directly.

 

DELIVERY & HANDLING

Q: Will I need to sign for my order?

A: Yes you will need to sign for your order. Our products leave us in perfect condition and if left sitting outside in all weathers (especially the sun on hot summer days) could possibly then not be in the condition that we would like you to receive them.  NB However, if you are at a Rural Delivery address, this may not be the case.  Some RD couriers will need to leave your parcel.  We will ask them to place your parcel in a cool, out of direct sunlight place.  Please advise at time of ordering if you have specific instructions regarding this.

Q: Where should I get my order delivered to?

A: You can get your order delivered to your home or work place - providing someone is there to sign for it.

Q: What if I’m not home to sign for my parcel when it arrives?

A: The courier will leave a card to advise that your parcel can be collected from the nearest depot.

Q: Can you deliver to my work address?

A: Yes, provided you or someone at your work can sign for the order. If someone other than yourself at your work, signs for the package, My Sugar Free is not responsible for you not receiving the package.

Q: Can you deliver to PO Boxes?

A: No, sorry we can’t deliver to Post Office Boxes.

Q: Can you deliver to apartments?

A: Yes but please ensure the courier can gain access to leave with reception or in a mailbox, some apartments are secured and couriers can't deliver parcels.

Q: It’s hot outside will my order of chocolate melt in the post?

A: Most courier vans are air-conditioned and have tinted windows. We will require a signature – the product will not be left on your doorstep! (Except in some RD instances). We are confident your product will arrive in excellent condition. Please note – during excessive heat (such as heatwaves), we may delay sending your product by a day or two.

Q: How should I store your products?

A: Chocolate products are best stored in a cool, dry environment around 15 – 20C. A cool cupboard is best. It is possible to refrigerate chocolate if you have no other choice, and this can sometimes be useful during the warmer summer months. However, if you do choose to put it in the refrigerator we recommend sealing the chocolate in an airtight container, or perhaps a plastic bag, to prevent excessive moisture from damaging the chocolate. When bringing back out of the fridge, allow to come back to room temperature before unsealing.

Q: My order hasn’t arrived in the time frame you stated - why is that?

A: My Sugar Free can not guarantee the courier service which involves lots of people, trucks, planes, vans and traffic and sometimes there is a delayed parcel. Parcels are generally delivered in the timeframes stated but if yours is a little late please bear with us. Please use your Post Haste Track and Trace number to track your parcel’s journey and email us at info@mysugarfree.co.nz if it is more than a few days late.

Please see our Delivery Information page for more information.

 

RETURNS

Q: What if I don’t like the taste?

A: Due to the perishable nature of our products, sorry, but we can’t replace or refund products because you don’t like the taste. We suggest you try one of our sample packs whereby you can purchase one of many types of product before you decide to buy it in larger quantities. We have personally taste-tested many of the products and are confident you will enjoy them like we did!

Q: How do I return a product?

A: Check with us first by emailing info@mysugarfree.co.nz. We will only refund and/or replace items that have been damaged in transit (all products leaving My Sugar Free will be in perfect condition) or if you have received the wrong order (highly unlikely as we triple check orders before sending). You’ll need to contact us within 2 working days of receiving your order.

Q: What about chocolate melting?

A: Most courier vans are air-conditioned and have tinted windows. We also will require a signature – the product will not be left on your doorstep! We are confident your product will arrive in excellent condition. Please note – during excessive heat (such as heatwaves), we may delay sending your product by a day or two.

Q: What if a product is damaged in the post?

A: All our products will leave My Sugar Free in excellent condition. Before signing for your parcel, check it is in good condition. If damage has occured in transit, please email info@mysugarfree.co.nze immediately to discuss next steps. Please also see our Returns and Refunds page, and our Terms and Conditions page.

 

GIFTING

Q: Can I gift My Sugar Free products to someone?

A: Yes, all you need to do is ensure that in the SHIPPING section at checkout, you put the recipient's details. They will not ever see a receipt, or billing information, so long as you put YOUR information in the BILLING section of the check out

 

For all questions about ordering please email us! info@mysugarfree.co.nz