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FAQs & Contact

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General, Online Order & Warehouse Information

Our role is primarily as an online retailer and wholesale supplier of professional lawn products, not an advisory service.

We operate as a modern e commerce business, and this can sometimes cause confusion around how that type of business works. Our focus is on supplying products efficiently online rather than providing one on one phone support.

When our phone number was prominently listed, we began receiving a large volume of calls each day, many seeking lawn advice, product application guidance, or general information that is already available on our website, on product labels, and within our Facebook group.

While we understand that calling can sometimes feel easier, the volume quickly became unmanageable and repetitive. For this reason, we no longer publish a phone number.

It is still very easy to get hold of us for order related enquiries using the contact form below. These messages go straight to Jonny’s phone. If you have a question about an order, please use the contact form at the bottom of this page and we will respond within 24 hours.

Please note we will not respond to enquiries asking for general lawn advice where the information is already provided on the website or within the Facebook group.

Our distribution warehouse is located in iZone on the edge of Rolleston, about a 20 minute drive from Christchurch. 

The main factory in Rolleston operates as our distribution centre and is not open to the public. Please do not visit expecting to find a retail shop or staff available to provide lawn advice.

The main factory in Rolleston operates as our distribution centre and is not open to the public. Please do not visit expecting to find a retail shop or staff available to provide lawn advice.

Orders must be placed through our website. Once your order is ready, you’ll receive an email containing everything you need to collect it, including the Click & Collect lockbox code, collection address, and any other relevant details.

NZLA business hours are generally 8am to 5pm, Monday to Friday.

The main factory in Rolleston operates as our distribution centre and is not open to the public. Please do not visit expecting to find a retail shop or staff available to provide lawn advice.

Generally if an order is placed before 2pm Monday to Friday it will be ready within an hour. Please note this can be a little longer if we’re out doing a job around the city. 

You will receive an email with details on how to collect your parcel when it’s ready.

Collections are fully contactless. Your order will be ready in a locked container outside the warehouse. We’ll email you the access code so you can pick it up whenever it suits you, even after hours.

If it’s been more than 24 business hours and you haven’t had pick up information emailed it’s likely the email address was entered incorrectly at checkout. In that case,  just get in touch through our contact form below and we’ll forward you the instructions. 

Shipping

We use Castle Parcels due to the volume and weight of our consignments.

We’ve tried them all and found they provide the most competitive and consistent service.

For some South Island parcels, we will use New Zealand Couriers.

We’re an online store only, so the easiest way to see your exact shipping cost is to pop over to our website, add your items to the cart, and head to checkout. The system will automatically show your delivery cost before you confirm your order.

Free shipping is offered on all orders over $400. 

Delivery Timeframes:

South Island: Overnight service with New Zealand Couriers for orders placed before 2 pm, Monday to Thursday.

North Island: Standard 2 business day service via  Castle Parcels.

Rural Deliveries
Please allow an extra 1–2 business days for rural or non-residential addresses, as standard timeframes don’t apply to these areas.

All delivery time frames are indications only. We can not guarantee these time frames will be met every time.

Please note: the pickup day is not counted as one of the delivery days. Delivery timeframes refer to business days only (Monday to Friday, excluding public holidays). For example a 2 day service leaving the warehouse on a Monday is targeted for delivery on a Wednesday. 

All orders placed before 2pm Monday to Friday will be dispatched the same day. 

Orders placed over the weekend will leave the warehouse on Monday.

Unfortunately this is usually not possible, as parcels are loaded onto pallets ready for dispatch.

Adding items to an order that has already been scheduled for collection would require unwrapping and unloading pallets to locate the parcel.

We also pack orders over the weekend, so this still applies to orders placed on weekends.

FREE shipping on orders over $400 nationwide.

By the time you ask, your parcel’s probably buried somewhere in the middle of a shrink-wrapped pallet. Unloading everything to find it isn’t really an option, so once it’s packed, it’s on the truck.

We can’t refund orders placed in error or for a change of mind, so it’s worth taking a second glance before hitting ‘pay now’.

Tracking details are automatically emailed to the address used at checkout. If you can’t find them, have a quick look in your spam or junk folder first.

If nothing’s there, it’s likely the email address was entered incorrectly at checkout. In that case, just get in touch through our Contact form below and we’ll forward your order details.

Once you’ve got your tracking number, it’s best to contact the courier company directly for updates. They can give you the most accurate info, and it saves time since it’s exactly what we’d be doing on your behalf.

We’re proud to run an honest, hard-working business that ships tens of thousands of orders every year. The vast majority go smoothly, but like any delivery network, the odd hiccup can happen, a parcel delayed, a label smudged, a driver running behind schedule.

Please remember that behind every order are real people doing their best: our small team packing your products, and the courier drivers out there in all weather making sure they get to you.

If something goes wrong, we’ll always do what we can to put it right, and our Google reviews show that problems are rare. Kindness costs nothing, and it keeps this whole thing running smoothly for everyone.

There’s no need to use the Contact Us form for parcel updates because all tracking details are automatically emailed to the email address used at checkout.

Open the last email from us and you’ll see a tracking link. If the tracking shows limited movement, you can contact the courier directly with your tracking number using the email or phone number below. That’s exactly what we would be doing on your behalf, so going direct is the fastest option.

Castle Parcel email: customer.services@castleparcels.co.nz

Castle Parcel: 03 345 6840

If it has been more than seven business days since dispatch and there’s still no progress, then feel free to get in touch using the Contact Us form and we will get involved. While delays are uncommon, they can occasionally happen.

Returns & Issues

We do not offer refunds or exchanges for change of mind or incorrect orders.

Why we don’t accept returns:

Here’s the straight-up truth. Our products, whether it’s grass seed, fertiliser, or those microbe-packed liquids are all basically alive in their own way.

Once they leave our hands, we can’t control how they’re stored. Sometimes couriers leave them sitting in the sun, or they end up in hot sheds for weeks.

Because of that, we can’t take anything back or resell it. We’ve got no way of knowing what conditions it’s been through, and we’re not willing to risk sending out something that isn’t in top condition.

We completely understand this frustrates some people. We’ve been burnt a few times in the early days of NZLA (I won’t go into details), but it’s just the way we roll now to protect everyone and keep standards high.

To help, we’ve set up a Buy & Sell group where you can list any products you no longer need. It’s a big, active community nationwide, and most listings get snapped up fast, especially if you take off roughly what it would have cost to return it to us.

www.facebook.com/groups/nzlabuysellgroup/

If your order has been damaged by the courier, don’t worry, we’ll replace it for you. Please contact us usinf the form below.

If you’ve been sent the wrong item, please let us know within a reasonable time frame. We consider two weeks to be a reasonable time to receive and check your parcel and it’s contents. After this, we may not be able to correct any errors.

Please check your parcels as soon as they arrive so we can resolve any mistakes quickly. If you’ve received an incorrect item, use the contact form below to let us know.

We’ll email you a courier label to attach to the parcel and arrange a pickup. Once the item has been returned to us, we’ll either send the correct one or issue a refund.

Note: Our packing station is monitored by camera for quality control. Footage is kept on a three-week loop and automatically overwrites itself. Because of this, any claims made after three weeks cannot be verified and will not be eligible for refund or exchange.

We do not offer refunds for damaged items. Any damaged goods will be replaced with the same item.

If you’re missing an item, please let us know within two weeks of receiving your order.

Our packing station is monitored by cameras for quality control, with footage stored on a continuous three-week loop that automatically overwrites itself.

On several occasions, our footage has confirmed that all items were correctly packed despite claims to the contrary. Because of this, we take packing accuracy seriously and rely on recorded footage to verify any issues.

As footage can only be reviewed within that three-week window, claims made outside this timeframe cannot be verified and will not be eligible for investigation or correction.

Please contact us below if you believe an item is missing.

Lawn Advice

We’re not a lawn consultancy service, and as a two person operation we simply do not have the resources to spend the day on the phone repeating advice.

Some days we have more than 20 emails from people wanting lawn advice (we’d never get any orders packed if we answered them all) 

We have a fantastic Facebook group where almost every possible lawn question you can think of has been asked. Here’s a link to the Facebook group.

Please use the search bar once in the group as your question would have been asked before. Search keywords like “control poa” or “dog burning lawn” or even “application rate for meso”.

Our role is primarily as an online retailer and wholesale supplier of professional lawn products, not an advisory service.

We have a fantasic Facebook group where almost every possible lawn question you can think of has been asked. Here’s a link to the Facebook group.

Please use the search bar once in the group as your question would have been asked before. Just search keywords like “control poa” or “dog burning lawn” or even “application rate for meso”.

Connect with fellow Lawn Addicts
Learn new tips and tricks.

It’s completely free to join. When you do, you’ll become part of a supportive community of Kiwi lawn enthusiasts, plus expert advice tailored to New Zealand’s unique climate and conditions. By following our simple questionnaire, we’ll help you understand exactly what will work best for your lawn type and environment. With 100s of FAQs and step-by-step guidance, you’ll be pointed in the right direction for true lawn success.

Why join?

  • Personalised advice for your lawn and region

  • 100s of FAQs covering common problems and solutions

  • A community of fellow lawn lovers to share tips and results

  • Guidance to save time, money, and frustration on your lawn journey

The Latest Conversations

01

What grass type is best for Hamilton?

02

Can I tank mix Etho & Meso as a post-emergent?

03

Should I mix some NZLA Iron with my PGR application?

Go to the NZLA Group

Contact us – please read this before submitting online form.

I’m unable to respond to questions about lawn care, product recommendations, or application advice through this contact form.

We are not a lawn consultancy or advisory service. If you are unable to utilise the resources we have provided, we kindly recommend reaching out to a local turf professional who offers consultancy services in your area.

Need help?

Almost every lawn related question has already been answered in the NZLA Facebook Group. That’s the best place to find advice and ask questions! Also check out the FAQ’s and the Lawn Tips section of the website.

There are over 20,000 people in the group, many of whom are frequent users of NZLA products. I’m active in the group alongside a small team of moderators. We estimate that over 400 of our group members are actively working in the turf industry.

Want a parcel update?

See the FAQ’s above or the tracking email that was sent to the email used at check out has the parcel tracking number, contact number or email for the courier to get an update.

Your personal information will only be used to service your enquiry. We will only contact you with relevant information. For further information view our full Privacy Policy.

NZLA HQ in Rolleston.

We’re an online shop, not a retail store.

Our distribution warehouse in Rolleston isn’t open to visitors, so please don’t swing by.

If you’ve selected Click & Collect, no worries! Once your order is ready, we’ll email you all the details. It’s a contactless service, and we pack orders for collection every morning.