Shipping policy

Shipping & delivery

1) Where we ship

  • New Zealand: we ship nationwide.

  • Australia: we ship selected items only (availability will be shown at checkout).

2) Processing time (dispatch)

Orders are typically processed within 2–3 business days. During busy periods, processing may take up to 5 business days. If your order hasn’t shipped after 5 business days, please contact us.

3) Delivery services (New Zealand)

We use a range of courier and freight providers. The carrier used for your order is selected by us based on the items purchased (size, weight, and packaging requirements).

Courier networks generally accept up to 25 kg per parcel. Where possible, we may split your order into two or more parcels to ship by courier. If splitting isn’t suitable (for example, due to size or fragility), we’ll ship via freight instead.

We do not charge rural delivery surcharges for standard courier shipments.

Oversized / heavy items (freight)
Items that cannot be couriered (including, for example, aquariums, cabinets, and other oversized goods) may be sent via pallet freight or an equivalent freight service.

  • Freight home delivery is not available by default. In these cases, freight items will be delivered to your nearest freight depot for collection.

  • Depot collection timeframe: depot collections must be made within 2 days of arrival to avoid storage fees charged by the freight company. Any storage fees incurred due to late collection may be payable by the customer.

  • If you require home delivery please contact us prior ordering we will estimate cost individually. 

4) Live plants

Live plants are dispatched:

Nationwide - all addresses:  Monday – Tuesday

Nationwide - non rural: Monday – Wednesday

South Island: Monday - Thursday 

Live plants are shipped using an overnight NZ Post service. Orders containing live plants and other items may be split into multiple parcels to ensure plants are shipped using the appropriate service.

(Live plants are excluded from change-of-mind returns — see our Returns & Refunds policy.)

5) Address changes

If you notice an address error, email us immediately. Once an order is packed or collected by the carrier, we may not be able to change the address.

6) Click & Collect (Pick up in store)

We’ll notify you when your order is ready. Please bring your order number and photo ID. You may nominate someone else to collect on your behalf (they’ll need the order number and their ID).

7) Delivery issues, damage in transit, and undelivered parcels

If your parcel arrives damaged, contact us within 72 hours of delivery with photos of the packaging and item (including the courier label).

If a parcel is returned to us as undeliverable or is not collected (e.g., Click & Collect), we may treat the order as cancelled after 15 days from it being available for delivery/collection. In that case we’ll refund the product value minus shipping costs and any reasonable return-to-sender fees.

8) Australia (important)

Australia-bound orders may be subject to duties/taxes and customs processing. Any duties/taxes are the customer’s responsibility unless stated otherwise.