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. 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 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 despatched, 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 - DESPATCH TIME
Orders are usually despatched within 2 business days of payment of order. Should delays occur, we politely request your patience, as in the current pandemic climate our staffing levels can be impacted without warning.
Our nursery and office operate on Monday – Friday during standard business hours, except on national holidays at which time both the nursery and offices will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
Due to the delicate nature of the majority of our products, we will only despatch plants on Mondays to Wednesdays to all destinations. Shipping days are determined with the total transit time in mind, to 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.
SECTION 5 - DELIVERY TERMS
Our courier service provider is Aramex (Fastway).Transit Time for North Island shipments are generally next business day after day of despatch, and for South Island shipments 2-3 business days after despatch. 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.
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 despatched.
If an order has already been despatched, please refer to our refund policy.
SECTION 7 - TRACKING NOTIFICATIONS
Upon despatch, 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 despatched 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 customer service to discuss 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.