Metal Plant Climbing Trellis

Shipping and delivery

UPDATED: 20 NOVEMBER 2020 If you are looking for Christmas gifts, then I suggest you only purchase from the "Stocked Locally" range which I store here in house in Nelson. All other products come from an outside supplier and I can not guarantee you will receive it in time. Christmas cut off for postage is 15th of December 2020.

There are delays in my external suppliers as everyone is rushing to get in their Christmas orders.

UPDATED: 10 OCTOBER 2020 We are seeing our deliveries speed up. Locally sourced products are sent within 1 business day and you should receive them within a few working days. Products sourced internationally still has a delay but not as bad as it has been. What we are doing to help you: We are trying to pay more for shipping so you get your goodies faster.

UPDATED: 10 August 2020 Due to COVID-19 we are seeing a delay in orders. Please bear with us while the postal service works through this backlog. It is out of our control and we wish we could speed this process up for you.

We are proud to offer shipping services to New Zealand and Australia. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.

How do you ship packages?

Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product.

How long does shipping take?

Shipping time varies by location. These are our estimates:

Do you provide tracking information?

Yes, you will receive an email once your order ships that contain's your tracking information. If you haven’t received tracking info within 5 days, please contact us.

My tracking says "no information available at the moment".

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you have specified combined shipping.

What about customs?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.

If you have any other questions, please contact us and we will do our best to help you out.

Refunds & returns policy

Order cancellation

All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.

Refunds

Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:

• You do not receive them within the guaranteed time (45 days not including 2-5 day processing)
• You receive the wrong item
• You do not want the product you have received (but you must return the item at your expense and the item must be unused)

We do not issue the refund if:

• Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
• Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster)
• Other exceptional circumstances outside the control of indoorplantsupplies.nz

*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on page.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Exchanges

If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.

Please do not send your purchase back to us unless we authorise you to do so.

Returns

If you decided to return the goods or cancel your order after it's been shipped, you will be responsible to post the goods back to Indoor Plant Supplies in Nelson at your own costs. To start this process, please message us on our contact page and we will provide you with the address