FAQ

Frequently Asked Questions
I can't login

If you have forgotten your password, see the I forgot my password FAQ.

For your username, you can use either your email address or your username.

Your username is the first part of your email address, eg. user@gmail.com would be user.

If you have forgotten your username please email nrgplus@nrgplus.co.nz and we will get you your details for you.

I forgot my password

You can reset your password here.

How do I manage my account?

To view the details of your account, visit the my account page.

From the my account dashboard you can see all of your: past orders, current subscriptions, shipping address, and other account details.

On the account details page, you can update your account email address or password.

How do I cancel my subscription?

Go to the my account page and click on subscriptions.

Click the View link to see some information about your subscription such as your next payment date.

Click the Cancel link to end your subscription.

How do I edit my subscription?

Go to my account dashboard and navigate to subscriptions.

From here you can:

  • Suspend (pause) your current subscription
  • Cancel your current subscription
  • Change address
  • Change payment (update credit card)
  • Renew your next payment early.

For RAW complete and balanced diet subscriptions – You can change your subscription options

Click on the orange button “change your subscription“.
Here you can update the size, the flavour, and the delivery frequency.

My credit card has expired for my subscription how do I add a new one?

Go to my account dashboard and navigate to subscriptions.

You will see a list of your subscriptions – Click the one you want to update the payment details on.

From here you can go to the Change payment link.

 

It will then take you to the below screen, if you have multiple subscriptions you have the option to tick update all.

 

The following screen you can enter your new credit card details.

How do I see my past orders?

To view your previous orders, go to the my account dashboard and navigate to orders.

From here you can see all of your payment history.

How do I make a re-order?

Before you make another order, be sure to login to your account. This way your shipping details will be remembered from before.

To make another order just head to the product you wish to purchase and buy another as before.

To turn a subscription back on, go to the my account dashboard and head to subscriptionsView your subscription then re-enable it.

Where do I put my discount coupon code?

At the top of the checkout page, you will see an area where you can enter your coupon code.

Once you have entered your code, click the Apply Coupon button.

I didn’t get an email for my order

You may have entered your email address incorrectly, try to login using your username as mentioned above.

The order may not have gone through or is being processed. Login and check your orders to see if it was completed.

If you need another copy of your order confirmation, please email nrgplus@nrgplus.co.nz and we can send it again.

How does Zip / Part Pay work?

Please note: Zip does not work with an NRG+ subscription – only one-off purchases (minimum $50)

 

how does zip / part pay work?

More info