Shipping Policy
OVERVIEW
Tuckers Orchid Nursery Ltd (“we” and “us”) is the operator of (https://www.tuckersorchidnursery.co.nz) (“Website”). By placing an order through this Website you will be agreeing to the terms below.
These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
SECTION 1 - GENERAL
All orders are subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time, due to factors out of our control, there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase.
In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the item (subject to availability), substitute the item for something with similar characteristics or if you would prefer for us to process a refund.
SECTION 2 - SHIPPING COSTS
Shipping costs are calculated during checkout based on combined weight, dimensions and destination of the items in the order.
Payment for shipping will be collected with the purchase. In most cases, this price will be the final price for shipping cost to the customer.
We send with Aramex Couriers only.
SECTION 3- CHANGE OF ADDRESS
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched, please contact us via email as soon as possible to make changes.
Please note: physical delivery addresses are required - we will not be able to deliver to a PO Box.
SECTION 4 - DISPATCH TIME
Due to the delicate nature of the majority of our products, we will only dispatch plants on Mondays to Wednesdays to all destinations. We prioritise the dispatch of our orders based on the final destination and whether plants are included. We endeavour to have your precious plant babies arrive before the weekend and to avoid unnecessary time sitting in shipping warehouses where plants may be subject to temperature fluctuations.
2025/26 Holiday deliveries - We will be shipping orders through to Wednesday December 24th. We will then close until Monday January 19th when regular services will recommence. If during these times it is imperative that your order is shipped (i.e. special occasions), please contact us directly.
SECTION 5 - DELIVERY TERMS
Our courier service provider is Aramex. Transit time for North Island shipments are generally next business day after day of dispatch, and for South Island shipments 2-3 business days after dispatch. For rural delivery addresses please add 1-2 business days. Potential regional delays are advised on the Aramex website - https://www.aramex.co.nz/our-services/network-service-updates/.
Any parcels that contain plants are labelled as containing plants. We also mark them as Fragile. Aramex consider plants to be a perishable product and will automatically leave the parcel in as safe and secure position as possible should there be no one at home. They will also follow any delivery instructions provided. For your plants' safety, we strongly recommend that you provide delivery instructions if you foresee any issues.
Note, Aramex Couriers operates using different urban and rural deliver zones to NZ Post. If you are unsure as to whether your address is considered by Aramex to be rural or urban please check your address using the following website; https://www.addresscheck.co.nz/
SECTION 6 - CANCELLATIONS OR CHANGE OF MIND
If you change your mind before you have received your order, we urge urgent contact with our customer service department (see below), as when shipping live plants we are only able to accept cancellations before the order has been dispatched.
If an order has already been dispatched, please refer to our refund policy.
SECTION 7 - TRACKING NOTIFICATIONS
Upon dispatch, customers will receive a tracking number and website from which they will be able to follow the progress of their shipment based on the latest updates. Please note that updates are only available through the shipping provider’s website once they have been dispatched from our nursery, Tuckers do not receive automatic delivery notifications from our providers.
SECTION 8 - DELIVERY TIME EXCEEDED
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
SECTION 9 - PARCELS DAMAGED IN TRANSIT
We make every effort to ensure that the plants will travel in the safest manner and that they arrive to you in top condition. If you suspect that the plant(s) have been damaged in transit, please check the contents of the package before signing for them. Aramex will then advise us of the situation and return the product to us. We do appreciate hearing from you as well to notify us.
If you find a parcel is damaged in-transit, and the parcel has been delivered without you being present, please contact us to discuss the next steps.
SECTION 10 - PARCELS LOST IN TRANSIT
If your parcel does not arrive, please contact us and we will initiate an investigation with the shipping company. We will then be able to process a refund or send a replacement as soon as the courier has completed their internal processes and deemed the parcel lost.
SECTION 11 - INSURANCE
Parcels are covered by carriers insurance for loss and damage by the courier.
SECTION 12 - CUSTOMER SERVICE
For all customer service enquiries, please email us at info@tuckersorchidnursery.co.nz or phone us at (09) 473-8629 during normal business hours.