Warranty Questions

Warranty Questions – Existing Claims

Both ourselves and our couriers adhere to all government imposed COVID guidelines. Delays could occur to incoming parcels from our couriers and which is beyond our control. Where possible we will provide updates should there be any further restrictions that will impact on warranty claims.

How can I check and existing claim status?

There will be link in the submission email you received as confirmation of your claim submission.

If you have an account registered under the same email address as your claim submission, you will be able to check your claim status in your My-Account area.*

*applies to claims submitted after 10th Feb 2022

What happens to parcels when they arrive at your warehouse in Auckland?

To protect our team against COVID, we run a contactless delivery system. This means incoming parcels are not physically handed over to a “human”. This also means staff do not sign for parcels. This policy has been in place for several months. We are aware that some couriers were signing on our behalf using a staff members name to avoid triggering late delivery alerts in their system.

We do not have any control over incoming courier parcel tracking nor where couriers temporarily store parcels in their warehouse overflow facilities.

All parcels are processed when they arrive through a 2 step receipting in process.

  1. The QR code claimants place on the outside of the box is scanned and this opens the claim where it is updated to “received” status. If a QR code has not been used, staff will manually search for the claim using the email address on the paperwork we receive with the parcel, then update the status.
  2. A status update of “item(s) received” is triggered in our claims system and an email is sent to the claimant to notify them of the status change to “parcel received” and the parcel is moved to the processing bay. This status will also turn green in the claims status dashboard.

This ensures we have a record of when your claim has arrived and that you are notified of this.

If you submitted your claim on or after the 11th Feb you will have access to a claims tracking status dashboard. This is located in the My-Account area to logged in (registered) customers.

A link to the claim status dashboard is also included in all submission confirmation emails sent after the 11th Feb 2022. Because this is an encrypted link, non-logged in users will be able to view claim status.*

*Because emails can be caught in email program spam filters, we do suggest that you register for an account so you can log in to see your warranty status at any time.

I sent in my parcel a while ago but I have not heard anything, have I missed something?

If your parcel was sent before the 11th Feb and you have not heard from us it could be because:

  1. Email spam filters have blocked the email updates we send claimants at each of the 3 different stages of a claim. Please check your junk or spam folders for Tupperware NZ updates.
  2. An incorrect email address has been entered into the claim form e.g. ymail instead of gmail. Our team can make adjustments to minor obvious errors to addresses after the @ portion of the email. All claim credits are awarded to the email address used in the warranty submission form.
  3. Your parcel never reached us.
  4. Your parcel may be stored at a courier depot. Note that couriers were signing on behalf of our staff to avert creating late delivery alerts in their system. Our staff cannot sign for parcels due to a contactless delivery policy. If a signature has been associated with a parcel, it is likely that the parcel is transiting through or being stored at a courier facility and this process is outside of our control.
  5. Your parcel has arrived with no paperwork inside to identify who it belongs to. If you think one of these parcels may be yours, please use the contact form on this page and include your Name, Email, date sent and the contents of the parcel in your enquiry.
  6. You may already have points in your account if your claim was submitted BEFORE the 11th Feb 2022 or a coupon after the 11th Feb 2022. You can check your balance by logging in to your account here. After logging in, you can check your points balance and/or coupon by visitng the coupons area of your dashboard.

To view a generic copy of the email we send to claimants when their claim has been completed: Click Here

This copy excludes personal and specific claim details inserted in the original emails.

Why do I need to go through checkout to complete my claim?

The previous claim system was based in Australia and relied on customers submitting the correct mold numbers for the correct item to be sent out. If the correct part was not available, an alternative replacement (of the Australian claim teams choice) was sent to the last known address of the claimant.

There were several issues with using this system and many opportunities for improvement. This lead to the development of a system we custom designed purely for New Zealand customers.

To contribute to an improved customer experience, and avoid the previous inconveniences to customers, we now require everyone to finalise their claim online.

The reasons why we ask customers to go through checkout are as follows:

1. This avoids requests to send back substitute parts for an exchange. 

2. Allows customers to shop at the same time as selecting replacements to take advantage of free shipping. 

3. Allows customers to track replacement orders to their door.

4. Ensures the value of the replacement item is recognised against the correct customer account.

5. The claimant automatically has a digital record of ownership.

How do I know what has been accepted or declined and understand the value I receive?

You can view the details of your claim including what was accepted or declined and the value offered in the final email we send you when your claim has been processed. You can also see this in your claim status dashboard by hovering over the “Status” icon.

The items, what was accepted or declined and the value given is specified. Links to specific replacements may be included for your convenience.

How we determine a value:

Our warranty team will credit a replacement value for items or parts thereof which are currently available. If an item or part is no longer available, particularly if it is an older item without a comparable replacement, our experienced team may use a formula to determine the value of an item.

Please note: Tupperware was founded over 70 years ago, and has been in New Zealand for 50 of those years, so it is not possible to stock all parts in circulation worldwide.

We will endeavour to offer as much detail as is practicable. Please keep in mind it is not always possible to offer details of replacement value for the purpose of direct comparison to products no longer manufactured or available.

Can I ask for a claim to be reviewed after being finalised?

Our warranty team members are very experienced with claims. Value is carefully considered and determined by many factors – using a tested formula. As per our warranty page we can only offer value on items physically sighted by the team as items can only be claimed once. All claim decisions are final and cannot be revised.

None of the questions above are applicable to my situation, how can I contact you?

Have an account with us? The fastest way to get help it so lodge a support ticket via the button below:

Don’t have customer account or your claim was submitted after the 11th Feb 22? Contact us below:

Warranty Questions – New Claims

Our Famous Product Guarantees
Tupperware Warranty

Our products have been proudly backed by our famous Tupperware and Q (Quality) Guarantees for more than 50 years, so you can buy with confidence.

Tupperware Brand products are guaranteed by Tupperware New Zealand and/or its parent company, Tupperware Brands Inc., to the original owner, to be free of manufacturing defects and to perform under normal domestic conditions for the lifetime of the product*.

Our goods come with additional guarantees that cannot be excluded under New Zealand Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our guarantees do not cover reasonable wear and tear through normal use, or the misuse, abuse or alteration of products. Only the original owner of the product is covered by our guarantees.

Tupperware shall have the right to determine if the item is defective and, at its option, replace it with a similar or equivalent item, or provide credit toward future purchases of Tupperware® brand products. Warranty replacement requires shipping the product to Tupperware at your expense.
What is covered?
COVEREDManufacturing defects

Splitting
Stress cracking (excludes impact damage and crazing)
Peeling
Plastic warping (not caused by overtemperature cooking or items older than 30 years which are not dishwasher safe)
Chipping (excludes snapping from force and impact damage)

NOT COVERED

Warping dues to heat (heat and eat valves not. being opened can cause this)
Damage to seals due to being forced on to base incorrectly causing them to be loose
Crazing (this can be caused by excessive heat or some dishwashing liquids/powders)
Metal Parts
Burning
Blistering
Print coming off
Scratching
Melting or warping due to overtemperature cooking
Rusting
Impact damage from being dropped, forcibly stacked or crushed
Cracking due to incorrect storage (i.e. drawers being closed on item)
Broken/snapped off edges (chipping is covered but not when snapped by force)
Staining
Product misuse
Nibs in turbo or extra chef snapped due to overfilling or rough use/cleaning
General misuse
Damage caused by insects or animals
Lost parts
Items not previously sold in New Zealand (determined by mold numbers on products)
Fading and discolouration
Use of product outside of specification
Cookware used above 230°
Cookware discolouration or scratching from use in dishwasher (as per instructions with cookware)
Heat crazing from extremes in temperature
Cut marks in silicone (any part of item)

Sending in a claim does not constitute automatic acceptance. Items will be accepted or declined on an individual basis after physical inspection.

All items are sent to Tupperware with the full understanding that they cannot be returned whether the claim is successful or not. Where possible and as per government guidelines, we will recycle warranty items.

As per the consumer guarantees act, warranty covers products purchased new in New Zealand and only applies to the original purchaser. By registering an account, you are able to retain a digital record of your purchases which will help you with any future claims.

Don’t have an account yet? Register Here
Is there a limit on how many claims can I do?

Yes. You can submit one claim per month with a maximum of 6 items per claim.

We do keep a record of previous claims. Please note that our system may flag and hold any claims for review that fall outside of normal criteria for investigation.

Also note that as per CGA guidelines, warranty applies to the the ORIGINAL purchaser of the products.​ Any credit given outside of this is on a discretionary basis.

I purchased my product outside of New Zealand. Is it covered here?

Molds, mold numbers, and models of products can vary between countries and may or may not have been sold in New Zealand. Parts sold elsewhere have been purchased from a different entity. That entity remains responsible for any claims and replacements for the life of that product.

Our warranty team have decades of experience and a comprehensive history of mold numbers indicating each products origin.

How do I submit a claim?

Please note all claims must be accompanied by a completed claim form. For faster processing, please include the QR code on the outside of the parcel.

Also note that as per CGA guidelines, warranty applies to the the ORIGINAL purchaser of the products.​ Any credit given outside of this is on a discretionary basis.

Can I ask a Consultant to process or assess my claim?
No. To support consistency and trackability, all warranty claims are evaluated by Tupperware New Zealand’s experienced warranty team.
Why don’t you send out replacements any more?
The reasons why we no longer do this include:

1. This avoids requests to send back substitute parts for an exchange.

2. Allows customers to shop at the same time as selecting replacements to take advantage of free shipping.

3. Allows customers to track replacement orders to their door.

4. Ensures the value of the replacement item is recognised against the correct customer account.

5. The claimant automatically has a digital record of ownership.
Why do I have to return items?
1. Claimed parts need to be taken out of circulation, as they can only be claimed once.

2. We are able to ensure correct part numbers have been submitted so that we can provide a suitable solution, or alternative solution.

The need to sight warranty claims is not unique to Tupperware and is required by most companies.

Why do I need to return the complete item?
We can only provide value for items physically sent in. By sending in the complete item, we are able to provide a more complete solution.

The exception to this rule are Modular Mates which are currently sold separately i.e. bases and seals.
If my claim is rejected, will you return the item(s)?
No. Please keep this in mind when submitting items for warranty claims.
Do I have to pay freight when I redeem my credit?
No. As part of your warranty claim, we allow a single transaction where you may purchase alternative and additional items and receive free freight. You will see this at checkout.

Please note however that you will have to send your items to us at your cost.
How will I know what has been accepted or declined and understand the value I receive?

You will be able view the details of your claim including what was accepted or declined and the value offered in the final email we send you when your claim has been processed. You will also see this in your claim status dashboard by hovering over the “Status” icon.

The items, what was accepted or declined and the value given is specified. Links to specific replacements may be included for your convenience.

How we determine a value:

Our warranty team will credit a replacement value for items or parts thereof which are currently available. If an item or part is no longer available, particularly if it is an older item without a comparable replacement, our experienced team may use a formula to determine the value of an item.

Please note: Tupperware was founded over 70 years ago, and has been in New Zealand for 50 of those years, so it is not possible to stock all parts in circulation worldwide.

We will endeavour to offer as much detail as is practicable. Please keep in mind it is not always possible to offer details of replacement value for the purpose of direct comparison to products no longer manufactured or available.

Please see the question “Why do I need to return the complete item?” for an explanation of what you need to send in so we can offer the most complete solution.

What happens to my parcel when it arrives at your warehouse?

To protect our staff, we are operating under a contactless delivery system. Our staff do not sign for parcels but they are left by the courier who automatically assign a signature. This averts triggering late delivery updates in their system.

Boxes then go through a two step receipting in process in our warehouse. Our staff will scan the QR code if you have placed this on the outside of the package. Otherwise they will use the email address provided by you to lodge the receipt of your claim. This status change triggers a status update email which is sent to the claimant. The parcel is then moved to next bay and processing team.

Warranty updates are sent to your email address. The email you receive when your claim is first submitted will contain a link to your claim status dashboard. An example of this is in the screenshot below:

If your claim was submitted on or after the 11th Feb 22 and you have registered an account on our website, you will be able to log in and view your claim status in the My-Account area.

Why is this only applicable to the 11th Feb and onwards?

We have been working hard to improve the warranty system for New Zealand customers. We realise it is important to keep you updated on the status of your claim.

The previous Australian based system did not support customers to the level we needed, especially in the current COVID affected climate. We have been developing a customised system for our New Zealand based claimants. We appreciate your patience during this period.

The new warranty system addresses the following known issues:

  • Emails: the new system records emails that have been sent for our tracking purposes which is a great improvement from the prior system.
  • Tracking: claimants can follow the progress of their claims and outgoing parcels from their dashboard.
  • Solution: claimants have the opportunity to select an alternative item should their claim relate to a discontinued item.
  • Oversight: claimants have a clearer view of the whole process.
I have received a damaged item in a recently delivered order. What should I do?

You do not need to place a warranty claim for items delivered within the last 14 days. If you have a damage issue with a recently delivered order, please submit an order ticket here for a prompt reply and replacement.

None of the questions above are applicable to my situation, how can I contact you?

Have an account with us? The fastest way to get help it so lodge a support ticket via the button below:

Don’t have customer account or your claim was submitted after the 11th Feb 22? Contact us below:

You can have confidence that we are continually working to improve our systems and level of service to you. We appreciate your feedback in helping us along the way.

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