Shipping Policy – MAINSCAPE GARDEN

‌Effective Date: 17 October 2026‌

Welcome to the official Shipping Policy of MAINSCAPE GARDEN SUPPLIES LIMITED, applicable to all orders placed through our official e-commerce website www.mainscapegarden.com. As a small, plant-loving team rooted in the heart of local gardeners, we specialize in well-made, budget-friendly gardening tools designed to fit small patios, windowsills and backyard plots. We are fully committed to delivering your trowels, plant labels, pruning tools, watering cans and all other gardening gear to your doorstep in a safe, timely and transparent manner. This policy clearly outlines all our shipping rules, delivery timelines, cost structures and relevant arrangement details, to help you get a clear expectation on how your order will be processed and shipped after checkout.

1. Order Processing Timeline

Once you complete your checkout and your payment is successfully verified, our warehouse team will start processing your order within 24 business hours, excluding weekends and public local holidays observed in Christchurch, New Zealand. All ordered items will go through a double inspection procedure: our staff will first confirm that every product you selected is in perfect new condition with no manufacturing defects, then pack all items in shock-resistant, eco-friendly custom packaging to avoid scratches, dents or damage during the transit process. You will receive a confirmation email with your unique order number once the processing is completed, which will also be updated with the official tracking number as soon as the parcel is picked up by our authorized logistics partner.

Orders placed after 3PM local New Zealand time on working days will be processed on the next business day. We do not process, pack or dispatch any orders on weekends or local public holidays, and all such orders will be queued for processing on the first following working day.

2. Shipping Coverage and Delivery Timelines

We currently offer delivery services to all regions across New Zealand, as well as selected international markets including Australia, Fiji and parts of the South Pacific. The estimated delivery timelines for different zones are listed below for your reference:

‌Local Urban New Zealand (Christchurch, Auckland, Wellington, Hamilton and other main urban areas)‌: 2 to 5 business days after the order dispatch date.
‌Rural and remote New Zealand regions‌: 3 to 7 business days after the order dispatch date, considering the special distribution arrangements for rural routes.
‌Australia and near South Pacific islands‌: 7 to 14 business days after the order dispatch date.
For other international regions not listed above, please send an enquiry to our customer service team before placing your order, to confirm whether we can arrange delivery to your address, as well as the corresponding estimated delivery timeline.

Please note that all estimated delivery timelines are reference values, not guaranteed exact arrival dates. The actual delivery time may be slightly extended due to uncontrollable factors including extreme bad weather, courier network peak periods during holiday seasons, local customs clearance delays for international parcels, or public health and safety emergencies.

3. Shipping Fee Structure

Our shipping cost is calculated based on the total weight of your ordered items and your delivery address zone, following the rules below:

For all local New Zealand orders with a total value of €45 or more, we provide ‌free standard shipping‌ automatically at checkout, no extra shipping fees will be charged to you.
For local New Zealand orders with a total value less than €45, a flat standard shipping fee of €4.99 will be applied at checkout.
For express local shipping service, which can shorten the delivery time to 1 to 2 business days, an extra express fee of €9.99 will be added to your order, you can select this optional service on the checkout page if you need your gardening tools urgently.
For international orders to Australia and qualified South Pacific regions, the shipping fee will be calculated and displayed automatically on the checkout page according to your delivery address and the total weight of your parcel, before you proceed to make the payment.

No hidden shipping fees will be added to your order after you complete the checkout, all related charges are fully presented to you before you confirm and pay for your order.

4. Parcel Tracking and Delivery Issues Handling

Once your order is dispatched, you will receive an automated email containing your official parcel tracking number and the link to check real-time logistics status. You can enter this tracking number on our logistics partner’s website at any time, or check the shipping updates directly in the “My Account” order history section on our website.

If your parcel is marked as delivered but you have not received it, please first check around your porch, your backyard, your community mailbox, or ask your neighbours, family members or building management staff to confirm if they have signed for your parcel on your behalf. If you still cannot locate the parcel after these checks, please contact our customer service team within 7 calendar days, we will work with our logistics provider immediately to launch a full investigation.

In the confirmed scenarios where the parcel is completely lost during transit, we will offer you two optional solutions: we arrange a brand new replacement of all your ordered items with free shipping, or issue a full refund of your order payment according to your choice, in line with our terms outlined in our Refund and Returns Policy.

For scenarios where the parcel arrives with obvious shipping damage that affects the normal use of the product, please take clear photos of the outer packaging and the damaged items, then send these materials to us within 3 calendar days of receiving the parcel, our team will arrange a free replacement or corresponding compensation for you as soon as possible.

5. Address Modification and Parcel Redirection

You can request to modify your delivery address free of charge before our team dispatches your order. Once the parcel is picked up by the logistics partner, address modification requests will be subject to the extra redirection fee charged by the courier, which will be borne by you the customer. We cannot guarantee that all redirection requests submitted after dispatch can be successfully completed, if the redirection leads to the parcel being returned to us, you will need to cover the extra re-shipping fee for us to send the parcel to your updated correct address.

6. Contact Information

If you have any questions, concerns or special requirements related to the shipping of your order, you can reach out to our customer service team at any time through the following methods:

Registered Contact Address: C/O Ainger Tomlin Ltd, Level 1, Ainger Tomlin House, 136 Ilam Road, Ilam, Christchurch 8041
Contact Email: lumiw@mainscapegarden.com
Contact Phone: +64 22 417 1527

Our team will respond to your shipping enquiries within 2 working days, and assist you to resolve any shipping related issues in the most efficient way possible.