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Frequently Asked Questions

Managing your account

* HOW DO I UPDATE MY PERSONAL DETAILS?

To update your details, click here. You can update this information anytime or contact our Customer Care team for assistance.

* HOW DO I CHANGE MY PASSWORD?

You need to be logged in to change your password. Then click here, scroll down, and fill in the 'Modify Password' section and click 'Update Details'. Or contact our Customer Care Team.

* WHAT HAPPENS IF I FORGET MY PASSWORD?

Click here and enter your email address. Your password will be emailed to your email account.

* HOW DO I CHANGE MY DELIVERY ADDRESS?

To add a new delivery address, or edit an existing address, click here. To change where your order will be delivered to, click here. Alternatively you can e-mail our Customer Care Team. Please note that the products available, and their prices, may be different depending on the address you select.

* I EXPECTED TO GET AN EMAIL BUT I HAVE NOT RECEIVED IT?

To ensure that you receive our mailings, please add onlineshop@mypacific.online to your address book. You can also do this by clicking on "add address" once you receive and open your first email. If you don't receive any emails from us at all, check your Spam Folder to make sure they are not accidentally delivered there.

Browsing the store

* WHAT SPECIALS ARE AVAILABLE ONLINE?

You will find most advertised My Pacific specials available online. Some specials available in our stores will not be available online, whilst some specials available online will not be available in our stores. Specials are displayed Saturday through Friday midnight.

* WHEN DO SPECIALS START AND FINISH ONLINE?

Most Specials run for one week, starting on Saturday and finishing at midnight Friday. At times there will be other specials that run for shorter or longer periods of time. It is best to checkout your order before midnight of the upcoming Friday to ensure you receive the special prices.

* WHAT HAPPENS IF A SPECIAL PRICE CHANGES BEFORE I CHECKOUT?

The price will return to the normal price. To avoid this happening it is best to checkout your order before midnight of the upcoming Friday.

* WHAT PRODUCTS DO YOU OFFER?

My Pacific online offers most products and brands you would find in a My Pacific store - including fresh meat and fish, produce, bakery and delicatessen lines. Some products may not be available, including very large items, hot food and gift vouchers. In some areas [normally outside the main cities] the product range is limited to dry goods that do not need refrigeration.

* WHAT PRODUCTS DO YOU OFFER?

My Pacific online offers most products and brands you would find in a My Pacific store - including fresh meat and fish, produce, bakery and delicatessen lines. Some products may not be available, including very large items, hot food and gift vouchers. In some areas [normally outside the main cities] the product range is limited to dry goods that do not need refrigeration.

* HOW DO I FIND PRODUCTS?

There are several way to find products in our store. To find a product, type a description in the box near the top of the page and click 'search'. Or you can: Find products that you have bought before Find a list of products Browse the aisles (slower), then navigate using the panel on the left hand side..

* HOW DO I CANCEL AN ORDER?

You need to contact our Customer Care Team to request the cancellation of an order. If your order has been picked and dispatched it will not be possible to cancel an order.

* HOW DO I SAVE AN ORDER?

All completed orders are saved for here. Alternatively you can save an order at any time by clicking on Save Trolley at the bottom of your shopping trolley. You can access your saved lists from My saved lists.

* HOW DO I SHOP FROM A SAVED LIST OR PAST ORDER?

Using the Favourites section of the store, a range of lists will be available for you. This includes your Onecard list if you have set this up, and all your past orders and saved lists. You can add items to your trolley directly from these lists.

* CAN I CHANGE AN ORDER ONCE I HAVE SUBMITTED IT, INCLUDING ADDING ADDITIONAL ITEMS?

This may be possible if you order has not yet been picked and dispatched. You will need to contact our Customer Care Team to request the changes.

* WHEN CAN I PLACE MY ORDER?

You can place your order at any time. However, the website is unavailable for a short period at approximately 3.00am whilst website maintenance is occurring.

* HOW FAR IN ADVANCE CAN I ORDER?

Up to one week in advance.

* I THINK THAT I HAVE ACCIDENTALLY SENT MY ORDER TWICE, HOW CAN I CHECK THAT I HAVEN’T?

Check your past orders. Using the panel on the left side, click on the day on which you sent the order(s). If there is more than one order detailed, contact our Customer Care team and request that one order be deleted.

* I AM UNSURE WHETHER OR NOT THE ORDER I SENT HAS GONE THROUGH?

Check your past orders. Using the panel on the left side, click on the day on which you believe you sent the order(s). If there is an order there, you order has been submitted successfully, if not, we have not received an order. Generally speaking, if the items in your order are still in your trolley, it has not been sent.

Checkout and coupons

* ARE THE CREDIT CARD DETAILS I SUBMIT SECURE?

My Pacific Online is always up to date with the latest security measures.

* WHEN CAN I SHOP IF I WANT TO USE A CREDIT CARD OR DEBIT CARD?

You can shop immediately if you are paying by credit card or debit card.

* HOW DO I PAY FOR MY ORDER?

You can pay either by credit card or debit card. You can currently pay by Visa, MasterCard (Stripe).

* WHEN WILL THE MONEY BE TAKEN FROM MY ACCOUNT?

As a general rule, payment will be finalised when your order is processed and check out in the online shopping cart.Total value of the order is authorised by the banks at the time the order is processed on the website. Payment once you submit your order. Depending on your bank’s processes it can take up to 7 working days for this to show up on your account.

* CAN I SET UP AN ACCOUNT AND PAY AT THE END OF THE MONTH?

No.

Delivery and Click & Collect

* WHO PICKS MY ORDER?

A dedicated Personal Shopper handpicks your order (Retailer in the Islands). Personal Shoppers are professional shoppers that have been trained to select products as if they were shopping for their own families.

* WHERE DO I COLLECT MY GROCERIES IN-STORE

To collect your groceries, simply head to the Customer Service Desk (Retailer in the Islands) at the store where you placed your order. Please make sure that you bring some form of ID (eg: Driver's License) or a copy of your order confirmation email, show a staff member at the Customer Service Desk (Retailer in the Islands) and they will organise for your groceries to be brought direct to you.

* DO I NEED TO BRING ANYTHING WITH ME WHEN I COLLECT AN ORDER IN-STORE

Please make sure that you bring some form of ID (eg: Driver's License) or a copy of your order confirmation email.If a persons under the age of 18 is collecting your order and you have alcohol in that order, we will not be able to supply the alcohol in that order.
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