Shipping policy

SHIPPING POLICY & TERMS OF TRADE Growers Hub Last updated: April 28, 2026


WHY NO 'FREE SHIPPING'?

We prefer to keep our product prices low and fair by not incorporating hidden courier charges into the retail price. What you see is what you pay — shipping costs are charged separately and transparently at checkout.


SHIPPING RATES

Shipping rates are calculated live at checkout directly from our courier partners, based on the weight, dimensions, and destination of your order. We do not profit from courier charges and will subsidise costs where possible.


WHEN WILL MY ORDER BE DISPATCHED?

Orders placed before 2pm on a business day will generally be dispatched the same day. We do our best to meet this target but cannot guarantee same-day dispatch in all cases.

Our warehouse operates Monday to Friday during regular business hours and is closed on public holidays. Orders placed over the weekend or on a public holiday will be dispatched on the next business day.

If your order is urgent, please contact us before placing your order so we can advise on dispatch timeframes.


TRACKING YOUR ORDER

You will receive a tracking email once your order has been packed and the courier booking has been made. If you do not receive this email, please check your junk/spam folder or check whether you logged in using a phone number rather than an email address.

Please note that tracking is provided by third-party courier companies and we cannot guarantee the accuracy or real-time reliability of their tracking systems.


AUTHORITY TO LEAVE (ATL)

All orders are dispatched with Authority to Leave (ATL) by default, unless you specify otherwise. This means the courier may leave your parcel at your delivery address without obtaining a signature.

If you would like your parcel to require a signature on delivery, please select the Signature Required option at checkout. If you would like to nominate a safe place for your parcel to be left, please add an order note before completing checkout.

Important: Once a parcel has been delivered and marked as delivered by the courier — confirmed by GPS tracking, a delivery photograph, or a recipient signature — delivery is considered complete. Growers Hub is not responsible for parcels that are lost or stolen after a confirmed delivery. If you believe your delivered parcel has been stolen, we recommend contacting NZ Police.

If you did not select Signature Required and your parcel goes missing after a confirmed ATL delivery, Growers Hub will not be held liable.


CAN I CHANGE MY DELIVERY ADDRESS?

We can only update delivery addresses for orders that have not yet been dispatched. Once a parcel has been collected by the courier, we are unable to make address changes. Please review your delivery address carefully before completing your order.


CAN I CANCEL MY ORDER?

If you change your mind and wish to cancel your order, please contact us immediately at Sales@growershub.co.nz. We can cancel orders before they are collected by the courier. Once a parcel has been collected, you will need to wait for delivery and then follow our returns process.

Please refer to our Refund & Returns Policy for further details.

 

OUT OF STOCK ITEMS

We do our best to keep stock levels accurate, but occasionally an item may be out of stock at the time your order is processed. If this happens, we will contact you promptly and offer the following options:

  • Dispatch all in-stock items immediately and send the out-of-stock item/s once they are back in stock (at no extra shipping cost to you); or
  • A full refund for the out-of-stock item/s; or
  • A full refund for the entire order, if you prefer not to wait.

We will not charge you for items we cannot fulfil, and you will not be worse off due to a stock discrepancy on our end.


PARCELS DAMAGED IN TRANSIT

If your parcel arrives and you suspect it may be damaged:

  1. If a signature is required, sign for it as "STI" (Subject to Inspection) rather than accepting it as being in good condition.
  2. Where possible, reject the parcel from the courier at the time of delivery.
  3. Contact us at Sales@growershub.co.nz immediately with photographs of the damage.

If you sign for a parcel as being in good condition and damage is later discovered, we may have limited ability to pursue a claim with the courier on your behalf. Please do not sign unconditionally if you have any doubts about the condition of the packaging.

Your rights under the Consumer Guarantees Act 1993 in respect of goods damaged prior to delivery are not affected by the above — please contact us and we will work to resolve the issue.


LOST OR MISSING PARCELS

If your parcel appears to be lost in transit, please contact us as soon as possible. We will lodge an investigation with the relevant courier on your behalf.

We will process a replacement or refund for a lost parcel once the courier has formally confirmed the parcel as missing following their investigation. Timeframes for courier investigations vary and are outside our control.

Please note: this process applies to genuinely lost parcels (not confirmed as delivered). Where a parcel has been confirmed as delivered by the courier via GPS, photo, or signature evidence, please refer to the Authority to Leave section above.


ORDER INSURANCE

We do not offer or arrange insurance for domestic NZ shipments. For Australian and international orders, we do not include insurance by default, but you may request additional shipping insurance at your own cost — please contact us before placing your order if you wish to arrange this.

Growers Hub is not liable for loss or damage during transit beyond the obligations set out in this policy and under applicable NZ law.


WARRANTY RETURNS — SHIPPING

For valid warranty claims, customers are required to pre-pay return shipping costs. Upon successful completion of a warranty claim, we will reimburse you the full return shipping cost. Please refer to our Refund & Returns Policy for full warranty claim details.


NEW ZEALAND DELIVERIES

Courier options We aim to offer a minimum of two courier options at checkout. In some regions, only one courier service may be available.

Expected transit times Most NZ deliveries are completed within 2–7 business days from the date of dispatch. Delivery times vary depending on your location and the courier service selected.

Delivery to P.O. Box addresses We will ship to P.O. Box addresses using postal services only — courier delivery is not available to P.O. Box addresses. Delivery times to P.O. Box addresses are longer than standard deliveries and we are unable to commit to specific timeframes.


AUSTRALIAN DELIVERIES

Courier options We currently offer two courier services for Australian orders: NZ Post and FedEx. Please select the option that best suits your budget and delivery requirements at checkout.

Expected transit times Australian orders can take between 3 and 30 days to be delivered, depending on the service selected and any delays outside our control. We do not guarantee delivery timeframes for international orders.


INTERNATIONAL ORDERS — IMPORT DUTIES & TAXES

Import duties, taxes, and customs charges may apply when your order arrives in the destination country. These costs vary by country and product type and are entirely the responsibility of the customer. Growers Hub will not pay duties, taxes, fines, or any other import-related charges on your behalf.

We strongly recommend that you research the import regulations and applicable duties for your country before placing an order.

If you refuse to pay customs duties or taxes and the parcel is returned to us, you will receive a refund for the value of the goods only. Original outbound shipping costs will not be refunded, and any return shipping costs will be deducted from your refund.


IMPORTING PROHIBITED OR RESTRICTED ITEMS

It is your responsibility to ensure that any goods you order from Growers Hub are legal to import into your country. Growers Hub will not modify customs documentation to suit your circumstances and will not be liable for any losses, fines, seizures, or additional charges arising from the importation of banned, restricted, or controlled goods.

We strongly recommend that you research your local import laws before placing an international order.


SHIPPING ERRORS AT CHECKOUT

If you encounter an error at checkout that prevents a shipping rate from being calculated, or if the system indicates we cannot ship to your location, please contact us at Sales@growershub.co.nz. This may be a technical issue with our shipping software and we will do our best to resolve it for you.

 

CONTACT US

For any shipping queries, please get in touch:

Growers Hub 89 Ellice Road, Unit 6a Wairau Valley Auckland 0629 New Zealand

Email: Sales@growershub.co.nz Phone: 09 948 3474