Terms & Conditions

Booking your tour

  • All tour bookings are on request until confirmed via email (booking three weeks in advance is advisable)
  • Bookings subject to availability (we will be in touch within 3 working days once the booking has been requested)
  • Minimum tour size is 12 people. Small groups of less than 12 people will be grouped with other existing bookings where possible.
  • Maximum 35 people per tour (this includes children/babies and adult supervisors).
  • Groups of more than 35 people will need multiple bookings, and if all arrive together then will need to be split and rotated on the hour.
  • Animals are not permitted on site.

Prices and Payment

  • The tour price is subject to change without notice prior to or after accepting your booking. You will find the most up to date tour price listed on our website.
  • Payment is required on arrival at the factory on the day.
  • We accept cash, EFTPOS or cheque. Cheques should be made out to Fonterra Brands (Tip Top) Ltd.
  • Sorry no credit cards or invoices.
  • Once your booking is confirmed, you will be liable to the cost of the total number of people booked for, unless notification of cancellation is received at least two weeks prior to your tour date.

Supervision of children

  • This is a working factory with a number of hazards. Supervisors have an important role in keeping everyone safe and taking on the responsibility for behaviour of children while on site.
  • Children must be fully supervised while on site at all times.
  • The following supervisor rations must be complied with: One adult to six children for preschoolers, primary shcools and holiday programmes. One adult to 10 children for intermediate and college students.


  • Let your tour guide know if any members of the tour group have allergies. 
  • Ensure an adult takes responsibility for assisting children with allergies in making a safe choice from our ice cream range.


  • Tour visitors need to be physically able to cope with climbing stairs. There are 68 stairs from the carpark to the tour reception and a further 24 steps to access the tour galleries.
  • There is a wheelchair/disabled access but by prior arrangement only.
  • Pushchairs are not permitted on the factory tour (backpacks, front packs are preferred).

Getting here

  • All visitors must arrive on site in a vehicle.
  • Visitors arriving on foot will be denied access to the site - unfortunately no public transport dropping off and picking up visitors from Carbine Road is NOT permitted and access will be denied to the site.
  • If you're hiring a bus, please ensure you hire a single axle bus (four-wheeled buses only). Bendy buses and double access buses are not permitted, as they cannot enter the site. Before you hire a bus, check with the bus company that they are aware of the access conditions of our site.

What to wear and bring

  • Everyone must wear closed in shoes (jandals/bare feet are not permitted).
  • We ask that all mobile phones are turned off for the duration of the tour as a courtesy to all.
  • Photos are allowed in the "magic moments" tour room only. Sorry no photos in the factory.

On arrival

  • Click here for a map and photos to guide you. Please report to the Tip Top security gate with your booking name. No confirmed booking, no site access.
  • Security will direct you to park in the lower car park in front of the playground. 
  • Tour members may play on the playground prior to the start of their tour.
  • Follow the blue line up the stairs to report to Tour Reception 15 minutes prior to the start time of the tour to meet your tour manager.
  • Payment can be made at the tour reception.

Emergency evacuation procedures

  • In the unlikely event of an emergency evacuation, your tour guide will direct you to the nearest designated assembly area.


  • Tip Top reserves the right, in its sole discretion, to refuse any individual or group access to the Tip Top factory for any reason whatsoever.
  • All tour members take part in the tour at their own risk. Tip Top disclaims, to the maximum extent permitted by law, all liability arising from or in connection with the tour, including without limitation, any injury, illness or accident resulting from or occuring during the course of the tour.
  • Tip Top will in no circumstances be liable for any liability resulting from or in connection with any of these tour rules and conditions of entry by the participant(s).
  • It is the tour group organiser's responsibility to verify the suitability of vehicles and buses prior to hireage.
  • Your vehicle will be subject to security inspection upon entry and departure - please ensure your group is aware of this to avoid any embaressment.