Shipping Policy
1. Processing your Order
An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase. We would need your order number in case of any problems. If you do not receive any email from us post your purchase, please check your spam or contact us. Most of the time, it is because of the wrong email address was provided to us.
2. Shipment Processing/Handling Time
Processing or handling time refers to the time it takes to prepare your order for shipping. It is different to the delivery estimate. After your payment is authorised and verified, all orders are processed within three days. Not all orders take three days to process; they could be sent on the same day or as less as one day once your payment is completed. We will contact you if, for some reason, if there are any delays.
3. Shipment Locations
3.1 Shipping Restrictions
It is mportant to note that the Pseudo name cannot be used as such parcels will not be delivered for security reasons, and we will not be able to refund you.Most packages are also sent with signature required.
4. Shipment rates and delivery estimates
We endeavour to get your order to you as soon as possible. Delivery times are estimates and commence from the date of shipment rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfil your order.
4.1 Express Shipping
The order will arrive within 3-5 business days to the metropolitan area.
Express Shipping costs will be shown on the checkout screen.
4.2 Standard Shipping
The order will arrive within 5-10 business days.
Standard Shipping costs Will be shown on the checkout screen.
4.3 Please Note
Business day means Monday to Friday, except Australian Holiday. We will notify you if that is the case with the tracking number and content of the parcel.
We will not be responsible for wrong shipping addresses or incomplete addresses. For example, a letter will only be delivered in a letter box; if you fail to provide your unit number, that letter may be returned to us.We do not charge any restocking fees and customer is liable to pay for the shipping again for it to be re-delivered.We do however need to wait for the original parcel to be returned to us before a new one can be dispatched.
5. Tracking Options
Rootlab aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package. All items from our store are sent via tracked service.
6. International Customs, Duties and Taxes
All orders shipping to NZ is subject to the import duties, fees, and taxes . Delivery delays may occur if your package is randomly selected by your country’s Customs Department. Rootlab is not responsible for any possible customs and taxes applied to your order. We have no control over the process or additional charges associated with the delivery and importation of your package into NZ. We do not benefit from these charges, and we work closely with our brokers and carriers to ensure as few delays as possible. All fees imposed during or after shipping are the responsibility of the customer. You agree that you are responsible for any duty, taxes, and customs requirements or other like taxes, fees, levies, costs or expenses associated with importing products you purchase from us . If you’re not reachable, the logistics provider will contact us, and we will notify you in that case.
As per -https://www.customs.govt.nz/personal/duty-and-gst/duty-and-allowances/
Customs do not collect any duty, fees or GST unless the value of your item/shipment is over NZ$1000 including shipping cost.
7. Damages
If there is any damage to the packaging on delivery, contact us immediately or within 3 days at info@rootlab.co.nz.
We maybe able to refund you, apply store credit or reship the item.
8. Missing or Lost package
There are several reasons why a package gets lost or becomes a delivery exception. We’ve found that, more often than not, the package is either in the building or with a neighbour. Rootlab. Politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven’t located your order, please contact us at info@rootlab.co.nz to report missing or lost packages. We will get proof of delivery from our Logistics provider to provide you in 1-3 days after we have been notified.
9. Questions
If you have any questions about the delivery and shipment of your order, please contact us at info@rootlab.co.nz
10. Shipping Address Accuracy and re-delivery
When placing an order, it is imperative that customers ensure the accuracy of their delivery address. Incorrect or incomplete address details can lead to shipping errors, for which we cannot be held responsible. In instances where an order is returned due to an incorrect address provided by the customer, the responsibility for covering the cost of reshipment falls upon the customer. To avoid such situations, we urge all customers to verify their delivery details carefully during the ordering process.
In regards to perishable items such as live mycelium, it is our policy to discard these immediately upon receipt of a returned order, in order to ensure the safety of our staff and compliance with health regulations. If your order contains non-perishable items that are returned, we are able to reship these items to you, provided that the reshipment charges are paid. Should you decide against the reshipment of your order, we offer the option of a refund. Please note, however, that this refund will be subject to deductions for the original delivery fee, any payment processing fees, and the return delivery fee that we incur. We strive to be transparent about these deductions and will provide a detailed breakdown upon request.
It is also important to note that our logistic partners have the final say on whether an address is serviceable. We rely on their expertise and policies to determine the deliverability of your order and will communicate with you should any issues arise.
For most shipments to New Zealand, a signature is required upon delivery. This policy is in place to ensure the secure receipt of your items. If you are not available to sign for your package, the subsequent handling of your package will depend on the carrier’s policy. This may include holding the package at the nearest depot for collection, additional delivery attempts, or return to us. The approach varies significantly between carriers, and we advise customers to closely track their shipments and make arrangements to be available for receipt.
The practices regarding delivery attempts, including the number of attempts made, differ greatly between carriers and countries. We cannot guarantee the redelivery of packages that cannot be delivered without a signature. We encourage customers to proactively contact the carrier to arrange for alternative delivery options if necessary.
11. Cancellation
New Zealand orders can’t be cancelled once payment has been made, as we commence all paperwork as soon as we receive the payment and invest a considerable amount of man-hours.
12. Refused or Undeliverable Shipments
- All return shipping fees
- Any duties, taxes, or customs fees incurred
- Storage or abandonment fees charged by the carrier
These costs will either be deducted from any potential refund or invoiced to the customer directly. In cases of non-payment, a Letter of Demand of AUD 250 will be issued to the customer.
