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COVID-19 Alert Level Update

New Zealand is currently operating split Alert Levels, different protocols apply in different regions.

If you are in a Level 2 area, please see 
Alert Level 2 information below.

If you are in a Level 3 area, please see 
Alert Level 3 information below.

 

COVID-19 Level 2 Update

Our doors are open along with our yards/drive thrus. The safety of our team and customers is a priority, so you will notice some changes when entering our stores.

All Mitre 10 stores are displaying NZ COVID Tracer QR codes at store entrances to assist with contact tracing.  Paper sign-in registers will be available for those unable to use QR codes.  

In line with the Government’s position, it is mandatory to use a face covering that covers your mouth and nose while in-store or waiting to enter if a queue is in operation. If you are exempt from the Government’s face mask requirements, please bring evidence of that exemption.  Mitre 10 reserves the right to refuse entry if these requirements are not met.

If queueing at the trade counter please ensure 2m physical distancing is maintained. 

Hand sanitiser stations will be positioned at the entry and throughout the store for your use. 

If you need help, team members will be happy to assist you. Please remember to keep a 2m distance. 

Please phone or email your local trade team to book an appointment to review plans, projects or pricing.  

Quantity limits may apply to some products. We want people to be able to buy what they need. In light of the stockpiling that has been evident in some sectors, we’ve introduced quantity limits on some items to ensure there’s enough to go around. 

Cafes in our stores can open at Alert Level 2 for take-away coffee or food or sit down with customers required to be seated, separated by distance and served at the table. Hand sanitiser stations at the entry and throughout the store for your use

What we ask of customers while in-store in Alert Level 2: 

Please be kind and patient – you may need to wait a little longer to enter and to pay for your purchases  

Please download the NZ COVID Tracer App and check-in on arrival at the store. If you don’t have the app, please complete the paper form at the entrance. 

Please wear a mask inside our stores, and while in drive thru and timber yard. If you are exempt from the Government’s face mask requirements, please bring evidence of that exemption.

Please ensure you keep a 2m physical distance from our team members and other customers. Please follow directions from team members or signage around the store to assist with this.  

Mitre 10 Trade Alert Level 2 FAQs 

If you have further questions or concerns, please reach out to your Account Manager or store.

Are there any restrictions on what I can purchase?

There are no restrictions on the products you can purchase, you can order all products within the store. There may be some restrictions to quantities, so please bear with us while our stock is replenished.

Can I place an order through TradeHub or my Account Manager?

Yes – we can accept any orders for products.

Can I select products off the shelves myself?

Yes – please adhere to 2m physical distancing requirements and keep physical contact with products to a minimum.

What information will I need to provide when I place an order?

You will be asked for the name of the person collecting the goods, their contact number and the registration number of the vehicle coming to store. This information allows the store to get your order ready as quickly as possible but also to meet our contact tracing obligations.

How do I know if my usual store is open?

All our stores are open but there may be some changes to trading hours. Check the store hours in the header of the website or by visiting https://www.mitre10.co.nz/store-locator.

How do I know my order is ready to collect?

When you place your order via Trade Hub,  phone, or email, you can select or advise us of your preferred day / time slot to collect your order. You will receive a text from the store confirming your pickup time and what you need to do when you arrive.

Can I drive straight into the drive thru?

Yes – at level 2 our drive thrus are open. At busy times entry may be limited to maintain physical distancing requirements, so please follow any instructions from our team members.

What if I can’t find the product I want to order on Trade Hub?

You can shop for this item in-store or contact your Account Manager or store to place an order.

Can I add to my order in-store if I’ve forgotten something?

Yes – just talk to a team member about adding items to your order.

What payment options are accepted?

Please use cashless payment wherever possible to minimise contact, however we can accept cash payment if the need arises.

I have a SmartMate Cash account – can I still purchase from my store?

Yes – you can shop in-store in line with Alert Level 2 requirements for physical distancing and contact tracing.

I have a SmartMate Charge account – can I still purchase from my store?

Yes – you can use your SmartMate Charge account. Orders must be placed online via Trade Hub. The store will advise you when your order is ready.

 

COVID-19 Level 3 Update 

Trade at Alert Level 3 

While closed to the public, stores are operating to supply existing trade customers with building materials. 

Any orders placed need to be via Trade Hub, phone or email for contactless collection or delivery to site. The team in-store will contact you regarding the process for collection or delivery. When collecting please follow the instructions of our team in-store, for the safety of our team and yours. Collection points will be either the car park or drive thru. No customers can enter the retail store for any reason. 

When requesting delivery please discuss access to site, location of sign in areas and whether there are sufficient team members within your bubble to unload safely. 

You must wear a mask when collecting your order. We also strongly encourage you to scan the NZ Covid Tracer app at our stores. 

Quantity limits apply to some products to ensure as many people as possible can access them. 

Thank you for your ongoing support and understanding. 


Farmlands/Ruralco 

Products must be ordered in advance by emailing the store directly - no walk-ups. Orders can be collected at the store or delivered. 

Cardholder must email their order to the store directly, via the store emails on our website. The subject of the email should be Order for [customer name – Farmlands/Ruralco order].  

The email must include:  

  • Copy of Farmlands or Ruralco card clearly showing the type of card, the card number & expiry date  
  • This is so the transaction can be processed manually in-store with no customer contact  
  • Customer contact name and telephone number  
  • Products they require 

 

Mitre 10 Trade Level 3 FAQs 

If you have further questions or concerns, please reach out to your Account Manager or Store. 

 

Are there any restrictions on what I can purchase? 
There are no restrictions on the products you can purchase, you can order all products within the store. There may be some restrictions to quantities, so please bear with us while our stock is replenished. 

Can I place an order through TradeHub or my Account Manager? 
Yes – we can accept any orders for products. 

Can I select products off the shelves myself? 
During Level 3 you won’t be able to walk around and collect your own materials as before. Delivery and contactless collection are the preferred methods for getting product to you. 

Some stores can offer restricted access to trade customers (only) to self-shop in the Trade drive thru/yard. Stores may also offer runners to collect additional items from the retail box. This is an additional service with strict health and safety requirements that must be followed. Check with your local store for full details on how/if they will operate this service. 

What information will I need to provide when I place an order? 
You will be asked for the name of the person collecting the goods, their contact number and the registration number of the vehicle coming to store. This information allows the store to get your order ready as quickly as possible but also to meet our contact tracing obligations. 

How do I know my order is ready to collect? 
When you place your order via Trade Hub,  phone or email, you can select or advise us of your preferred day / time slot to collect your order. You will receive a text from the store confirming your pickup time and what you need to do when you arrive. 

Can I drive straight into the drive thru? 
No – when you arrive at the arranged time, you need to park in the carpark and advise the store you have arrived. Our team members will be looking for your vehicle registration that you gave at the time of placing your order. Depending on the size of your order and how the store is operating, you may need to collect your order from either the drive thru or carpark.  

What if I can’t find the product I want to order on Trade Hub? 
Contact your Account Manager or store to place an order. 

Can I add to my order in-store if I’ve forgotten something? 
Level 3 restrictions mean that all transactions must be contactless. If you need to add something to your order, please advise a team member and they may be able to edit the order or provide a runner service to grab what you are missing. Note that there may be delays in processing additions or changes to orders so calling ahead is advisable. 

What payment options are accepted? 
Stores must operate contactless Click & Collect or delivery fulfilment so payment should be made prior to you coming to store to collect your order. Payment can be made over the phone by credit card or by bank transfer. Some stores may also offer a contactless option for mobile eftpos. Please ensure that you follow all instructions from team members if using this service. 

I have a SmartMate Cash account – can I still purchase from my store? 
You can order online via Tradehub or your Account Manager for contactless Click & Collect or delivery as above. 

I have a SmartMate Charge account – can I still purchase from my store? 
Yes – you can use your SmartMate Charge account. Orders must be placed online via Trade Hub. The store will advise you when your order is ready for contactless collection or delivery to site.