Rootlab NZ order journey — from order placed to delivery in 6 steps
You'll receive an order confirmation email straight away. Keep this as your proof of purchase. We'll need your order number if anything comes up.
Payment is processed in NZD. If you don't receive an email, check your spam folder or contact us at info@rootlab.co.nz.
Orders are handled within 1–3 business days, often same or next day. We'll contact you if there's any delay.
Certain products such as colonised agar plates are made fresh to order and may take additional time to prepare before dispatch.
If you have provided an import permit, additional processing time will apply before your order can be dispatched.
Your shipping courier and service level are based on what you selected at checkout. Once dispatched, you'll receive a tracking number via email.
Your parcel is en route to New Zealand. There are no tracking scans during this stage. Packages don't get scanned while airborne, on weekends, or on public holidays.
No tracking movement during this period is completely normal.
This is the most variable part of the journey. NZ Customs processes international parcels in their own time. They may clear it within hours, or it may sit for several days or longer. This is completely outside our control.
Express postage does not give your parcel priority treatment at customs. There are no tracking updates while your parcel is held by customs.
As the importer, you are the first point of contact for NZ Customs. If customs requires any documentation or information, they will reach out to you directly. Please wait for them to contact you. Rootlab can assist where we are able, but we are not responsible for liaising with customs on your behalf.
Customs delays are common during long weekends and public holidays, and significant delays should be expected over the Christmas and New Year period.
Once customs releases your parcel, it's handed to NZ Post and tracking resumes. You'll see new scan events appear using your original tracking number.
NZ Post typically delivers within 1–2 business days from this point.
If you're not home, NZ Post will leave a card and take your parcel to the nearest post office. You'll need ID matching the name on the package to collect it. This is why we require your real name at checkout.
Using a pseudonym means you won't be able to collect your parcel, and it may be discarded or returned to us.
If your order hasn't arrived after 14 business days, contact us at info@rootlab.co.nz and we'll look into it with you. We are unable to raise enquiries with NZ Customs or Australia Post before this period, as delays within this window are expected and enquiries are generally not entertained by either party.
