FAQ’S

SWEETENERS AND HEALTH

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) 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.

Periodically we will provide more information in blog posts/newsletters so sign  up for our newsletters to get the latest information.

A: Our research has found that the most common concers are 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 or like when you eat too much fruit) 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 but that it is difficult to separate fact from fiction.  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  for more information. Please also contact your doctor or health professional for appropriate medical advice.

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 and/or kilojoule content of each of our products you are interested in purchasing. All foods should be eaten in moderation.

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.

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.

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.

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

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.

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

A: The courier will leave a card to advise that your parcel can be collected from the nearest depot. If you have an “authority to leave” order with your courier, please instruct them to leave in a cool, shaded area.  My Sugar Free will take NO responsibility for melted products.

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.

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

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.

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 or if you have an “authority to leave” order with your courier). NB: Purchasing chocolate in hot summer months could result in melting taking place during transportation.  This may affect the colour and texture and sometimes taste but the chocolate is still safe to eat.  Choosing to purchase chocolate in summer is at your own risk.  My Sugar Free will take no responsibility for melted or “bloomed” chocolate.

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.

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 Track and Trace number  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

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 have personally taste-tested many of the products and are confident you will enjoy them like we did!

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.

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! (Except in the case of Rural Deliveries where we have asked drivers to leave in a cool, shaded place. Purchasing chocolate in hot summer months could result in melting taking place during transportation.  This may affect the colour and texture and sometimes taste but the chocolate is still safe to eat.  Choosing to purchase chocolate in summer is at your own risk.  My Sugar Free will take no responsibility for melted or “bloomed” chocolate.

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 occurred in transit, please email info@mysugarfree.co.nz immediately to discuss next steps. Please also see our Returns and Refunds page, and our Terms and Conditions page.

GIFTING

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