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GOT A QUESTION?

 

 

Browse our topics below or if you can't find what you're looking for, give us a call on 0800 787 256.

Membership

 

How do I become a Ruralco member?

You will need to apply to become a Ruralco Shareholder through an online application process. Once you've been approved, your Ruralco Account will give you access to all the benefits of being a Ruralco Shareholder. Find out more about becoming a Ruralco Shareholder here.

 

What is “AML” and why does Ruralco require it?

AML stands for Anti-Money Laundering. Under new government legislation from 1 July 2014, the ID requirements to join Ruralco mean you must provide the following:
  • A Current Passport

Or

  • A Drivers License

 

What are the benefits of becoming a Ruralco shareholder?

You can learn about the benefits of becoming a Ruralco shareholder here. 

 

What if I need to change the structure of my Shareholder account?

If you need to change the share structure of your Shareholder account, either by adding or removing a new Shareholder or the entity has changed please fill in the Share Transfer Form. We will also require AML for new Shareholders to Ruralco. For any further questions or to request a Share Transfer Form please phone our Customer Services Team on 0800 787 256.

 

What are the costs to becoming a Ruralco Shareholder?

To become a Ruralco Shareholder there is a one-off requirement for you to purchase 500 shares, worth $1 each. This will be added to your first Ruralco Statement. Following this any further fees are detailed here.

 

How do I get a Ruralco Account for personal use?

You can apply for a Ruralco Account and get a Ruralco Credit Card for personal use; these are available on a case-by-case basis. Please contact the membership team on 0800 787 256 or membership@ruralco.co.nz to discuss.

 

I don't meet the criteria to become a Ruralco Shareholder, can I get an account?

If you require a Ruralco Account and Ruralco Credit Card as a business but do not meet the criteria of becoming a Ruralco Shareholder, examples include community groups. Please contact the membership team on 0800 787 256 or membership@ruralco.co.nz to discuss.

 

Online Shop

 

If I am not a member, can I still purchase online and how do I make payment?

If you are not a member, you may place an order on the website and pay by credit card.

 

I am looking for a certain product, but it isn’t on the website, how do I enquire?

Ruralco may be able to source the product you are looking for, if the product you are after is not displayed on our website, we may be able to provide you a quote from our extensive range of suppliers. If you have placed an order for other products online, you can enquire about other products by adding a comment in the checkout page. Alternatively you can contact us on 0800 787 256 and we can help you.

 

How do I return an item I purchased online?

  1. Click here to review our terms of trade and to download the product returns form
  2. Please complete the product return form. Package your return with the completed product return form along with an original delivery note
  3. Send the package via an insured carrier to:
Ruralco (Online Shop Returns),
97 Burnett Street,
Ashburton 7700

 

Will I get a refund for the items I return?

Refunds will be issued at our discretion and will normally be processed within seven (7) working days.

 

How much will delivery cost?

As of 1 March 2024 all NZ orders over $150 include free shipping. Orders under $150 will attract a $14.90 shipping fee. We are unable to freight overseas.

 

How do I track my order?

Ruralco will send you tracking details as soon as your order has been processed. Please make sure you include your email address in your order.

 

Fuel

 

What fuel discounts can you get as a Ruralco member or shareholder?

You can save at least a 12c per litre on the displayed pump price at over 350 outlets nationwide with no volume limits.
Ruralco card
  • Can be used at all Mobil Service Stations, Allied Fuel Stops and select Allied and NPD fuel outlets nationwide
  • Save at least 12c off the listed pump price for Petrol and Diesel
  • Save at least 16c off the listed pump price at Hinds Allied Fuelstop
Ruralco Mobilcard
  • Ideal for your farm or business
  • Can be used at all Mobil Service Stations, Allied Fuel Stops, select Allied and NPD fuel outlets nationwide, and selected non-discount sites for your convenience
  • Save at least 12c off the listed pump price for Petrol and Diesel
  • Ability to place fuel limits on individual cards
  • Cards can be set to all purchases, or fuel and oil only
Find which card meets your needs here.
If you have any further questions about card fuel, please contact us on 0800 787 256.

 

Where can I see participating fuel stations in my area?

You can find where you can use your Ruralco Card or Ruralco Mobilcard for fuel here.

 

What discount can I get with Ruralco’s bulk fuel?

We offer discounted rates for Bulk Fuel with our distributers, Allied Petroleum, NPD (Nelson Petroleum Distributors) and RD Petroleum. To enquire about bulk fuel for your farm or business please contact us on 0800 787 256 or email us at Ruralcofuel@ruralco.co.nz.

 

How can I become a Ruralco bulk fuel customer?

To enquire about bulk fuel for your farm or business please contact us on 0800 787 256 or email us at Ruralcofuel@ruralco.co.nz.

 

My Ruralco Account

 

How do I update my address with Ruralco?

Email us with your new address and account number to info@ruralco.co.nz

 

How can I make the monthly repayment on my Ruralco account?

To pay your outstanding account balance you can use any of the following options:

  • Set up a Direct Debit using the Direct Debit Payment Application - see next FAQ.
  • Make an online bank transfter using our bank details as follows:
    1. Account Number: 02 0836 0088452 00
    2. Account Name: Ruralco NZ Limited
    3. Reference: Your account number as shown on your statement
  • Cash or EFTPOS in one of our Ruralco stores.

 

Can I pay my account by a recurring direct debit from my bank account?

Download a Direct Debit Payment Application form here or contact us at info@ruralco.co.nz to get a copy of the Direct Debit Payment Application form, then complete and return this to us. We will then set up a direct debit to pay your account each month.

 

What if I have a change in bank account?

Please request a new direct debit form by emailing info@ruralco.co.nz

 

Will direct debits be set up to take the full amount each month, or will they just take the minimum amount due?

You can contact us to set up your Direct Debit to pay however much you like, as long as it is the minimum monthly required amount or more.

 

What other fees could I be charged?

Please refer to the latest Terms and Conditons, available here on our website, for a list of fees that could be charged.

 

What is the interest rate if I don't pay my balance in full on the due date?

If you do not pay your balance in full each month, you will incur interest charges at the stated rate in the lastest Terms and Conditions, available on our website here. If you only make the minimum payment each month, you will pay more in interest and it will take you longer to pay off the unpaid balance.

 

I have just created my login password, why can't I access the website?

It can take up to 20 minutes to update when you first create a login. If you are still having issues, please contact us on 0800 787 256.

 

How do I change my Ruralco Website password?

You can try resetting your password by clicking “reset password” on the Login page. If that's not working for you, give us a call on 0800 787 256.

 

I am trying to set my password but why does the website say it's invalid, what is the password criteria?

Passwords for the Ruralco website must:
  • Be a minimum of seven characters
  • Contain at least one number
  • Contain at least one capital letter.

 

I have multiple account numbers with Ruralco, how can I view all my accounts under one login?

You will need to advise us of which account numbers you wish to have access for by contacting the us on 0800 787 256 or emailing info@ruralco.co.nz and we will set you up so you can easily switch between accounts.

 

How can I switch between my multiple account numbers on the website?

If you have a login for multiple account numbers, you may select which account you wish to login under. If you want to switch between these accounts once logged in, you can do so by clicking on “My Ruralco” button and clicking “Select Account" and use the account selector to choose which Ruralco account you wish to view.

 

Where can I view my Ruralco statements and account information?

When you login to My Ruralco, go to the “My Dashboard” section under the “My Ruralco” button”.

 

How can I download my statements into CashManager?

You can download your electronic file by logging in to My Ruralco and clicking "My Dashboard" on the statements section on the left-hand side you can see all your monthly statements. Next to each statement you will see a CRS file that you can download and upload to CashManager. To set up CashManager you need to download the application for CashManager bank feeds here you will then be able to upload your statement.

 

How can I export my monthly files to Xero?

In your Xero support portal, request access for our Ruralco transaction file to be automatically directed into your XERO account. XERO will then contact us to authorise your transaction file to go directly into your XERO account.

 

How can I export my monthly files to Farm Focus?

Farm Focus have some helpful information on their website here. You will upload your statement, Ruralco is currently working with Farm Focus to automate this process.

 

How can I download my statements into MYOB?

In your MYOB support portal, request access for our Ruralco transaction file to be automatically directed into your MYOB account. MYOB will then contact us to authorise your transaction file to go directly into your MYOB account.

 

My accounts / statements are not showing online, why can’t I view them in my dashboard?

Please contact us on 0800 787 256 to speak to one of our team.

 

Ruralco Cards

 

 

What happens if my card is lost or stolen?

If your card is lost or stolen, let us know as soon as possible by calling us on 0800 787 256 during business hours, or email info@ruralco.co.nz and this will be dealt with on the first business day following. We will then arrange a replacement card for you. Your old card will be blocked, so no more purchases can be made. When your new card arrives, it will have a different card number to your old card. Please contact us to PIN the card.

 

What happens if my card is damaged?

If your card is damaged, let us know as soon as possible so we can arrange a replacement card. When your new card arrives, it will have the same number as your old card. Please contact us to PIN the card.

 

How do I order a new or extra card?

Please call us on 0800 787 256 to order a new card. If you require a Ruralco Credit Card or Ruralco Mobilcard for another cardholder under your account, you will need to complete an application form and provide their AML information. Please contact us for the cardholder form.

 

My card isn't working?

  • You may be using an incorrect PIN number. If you are unsure of your PIN you will have to reset this by calling us on 0800 787 256 and asking to have your PIN reset.
  • If your card is damaged, please order a replacement card by calling us on 0800 787 256.
  • Please call 0800 787 256 to check your account balance as if you are over your credit limit your card will decline.

 

What is my Ruralco Credit Card PIN number?

Ruralco can not advise you of your PIN number for Ruralco Credit Cards or Mobilcards. You can reset your Ruralco Credit Card or Mobilcard pin by calling us on 0800 787 256.

 

Why did my Credit Card transaction decline?

This could happen for several reasons:
  • If the place you are shopping at does not accept Ruralco Cards, your transaction won't go through. You can let us know, and we can work with that business to get them onboard.
  • If your card is new, you will need to call us on 0800 787 256 to load a PIN before you can use it.
  • If you card is blocked, you won't be able to use it until it's unblocked or replaced. Call us on 0800 787 256 so we can help.
  • If the purchase will take you over your credit limit, it will be declined

 

Where can I see the discounts I get with my Ruralco Credit Card?

To see the details of the discounts you get when you shop with your Ruralco Credit Card, visit this page to find out where you can use your card, and the discounts available.

 

Why didn't I get the discount when I paid?

Some discounts are applied to your statement, not at point of sale when you pay. You can check your statement to see if the discount is showing there.

 

Can I use my Ruralco Credit Card to shop online?

We have made it easier for businesses to accept the new Ruralco Credit Cards online. If a business accepts your Credit card in store but you can't shop on their website let us know and we'll get in touch with them. Find out where you can use your card.

 

Can I use my Ruralco Credit Card to shop overseas?

No, your Ruralco Credit Card can only be used to shop with businesses who accept your card within New Zealand

 

Can I load my new Ruralco Credit Card into Apple Pay or Google Pay

No, not at the moment. We hope to offer this feature in the future.

 

Can I use my Ruralco Credit Card in an ATM?

No.

 

Can I make PayWave or contactless purchases with my Ruralco Credit Card?

No, the Ruralco Credit Cards don't have a chip, so they can't be used to make contactless purchases. You'll need to swipe your card through the EFTPOS terminal.

 

If I have a new Ruralco Card that is black, can I still use it at places with the old Ruralco Card that is green on the sign?

Yes.

 

Can I still use my old Ruralco Card that is green?

No.

 

Credit Limits

 

How did you assess my credit limit?

Business Account: If you are a business customer, we may assign a credit limit based on the type of business you are, or by assessing your financial information.
Personal Account: Ruralco only offers Personal accounts upon special request. Before we can approve a Ruralco Credit Card for personal use, we are required under CCCFA (Credit Customers and Consumer Finance Act) regulation to assess each customers suitability for this. We do this by reviewing your financial information and running an affordability check, based on your income and expenses.

 

Can I change my credit limit?

You are able to apply to increase or decrease your credit limit at any time, we want to work with you to get the correct credit limit in place. Please note, any increases will be subject to an assessment. To apply for a credit limit increase or decrease, please contact us at membership@ruralco.co.nz or phone us on 0800 787 256.

 

What happens if I go over my credit limit?

You will not be able to go over your credit limit when you swipe your card through a merchant's EFTPOS terminal, so if the purchase exceeds your available limit, it will be declined.

 

Will spend on my Ruralco Mobilcard be counted towards the credit limit on my Ruralco Card?

Yes. Your credit limit is assigned to your account.

 

Ruralco Statements

 

Will I receive a printed statement?

Yes. We do offer printed statements for those who do not have an email address. We are encouraging paper free statements, so if you would like to make this change please contact us on 0800 787 256.

 

Can I access my statements online?

Yes, when you log into the Ruralco website you can access your statements there.

 

Can my statements be emailed to me?

If your statement preference is currently set up as 'To Email Statements' this will continue. If you would like to change your statement preference to receive these via email, please contact us on 0800 787 256.

 

What does "Ruralco Retail Transaction" mean on my statement?

On your statement, "Ruralco Retail Transaction" represents any in store Ruralco purchases and any Electricity invoices. A single line on the first page of the statement summarises these transactions, and a separate sheet attached to the statement details the individual purchases. You can view our How to read your Ruralco Statement here.

 

If my balance is zero, will I still receive statements?

If your opening balance was zero, and you have had no transactions, you will not receive a statement. If you had an opening balance and your only transaction was a payment, you will still receive a statement.

 

Will the transactions of each cardholder be itemised separately on the statement?

Yes.

 

Do I have to pay the full amount on my statement by the due date?

No. You can pay the minimum amount due or any amount over that, up to the full balance owing. However, if you do no pay your balance in full each month you will incur interest charges at the stated rate in the Terms and Conditions, available here on our website. If you only make the minimum payment each month, you will pay more in interest, and it will take you longer to pay off the unpaid balance.

General

 

Why am I having trouble viewing the Ruralco website?

You may be using an older browser. Ruralco’s website is compatible with most browsers but your browser may need an update to view the website properly. (Try Google Chrome, Internet Explorer or Firefox etc.)

 

Can Ruralco sponsor my local community event?

We sure can, we do have an application process so to make an inquiry for sponsorship from us just fill out the sponsorship form in the following link here.

 

I have a question, feedback or a complaint - how do I contact Ruralco?

If you have a question, some feedback, or a complaint, you can contact us on 0800 787 256, email us at info@ruralco.co.nz or complete our contact us form here.
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