Owen Nurseries

What payment options are available?

We accept payment through Ping on Trade Me by credit card or online banking. You can also use Ping credits. If you need help to set this up contact Trade Me’s customer support team. Click on the link below https://www.trademe.co.nz/Help/ContactUsForm.aspx?help_id=0

Do you provide a GST invoice?

We can provide a GST receipt on request.

You will be advised when purchases are shipped

At time of pick up you will be sent an email confirming your purchases have been sent and providing tracking information. All orders are left with your authority and no signature required unless you request otherwise.

How long will delivery take?

Our couriers provide overnight delivery to North Island cities and major rural towns and 2 day services to all main centres in the South Island. For deliveries to rural towns, RD addresses and other remote areas, please allow an extra two or three days above the normal delivery time.

Usually, for payments received before 10 a.m. weekdays Monday to Thursday (NI only on Thursday), we send the order out that day. Typically we do not despatch orders on Friday so as to avoid plants being unattended over the weekend

__Combined Shipping __ We can combine orders to save on shipping costs. Use Add to Cart to easily purchase more than one item, combine shipping and pay on one simple step.

If you buy items separately and your earlier purchase has been shipped combined shipping is not an option.

How do I check if my address is “rural”?

To check this out, click on the link below and enter your address https://www.posthaste.co.nz/address_checker.html

What if I have provided the wrong address for delivery?

If advised immediately of the error, we will attempt to rectify the records and ship to a different address. This is not fool proof and, once shipped, you should check the change is in place.

If purchases have already been shipped and are in transit, you will need to contact Post Haste couriers using the tracking information provided and request redirection. If purchases have been delivered to the address provided, it’s over to you to arrange collection from that location.

Remember to keep your address up to date on Trade Me to avoid this.

Packaging

Live plants are sent in boxes with newspaper packaging. Boxes are lined with waterproof plastic to prevent the box getting wet. Boxes are labelled as live plants and “This way up”. Dry bulbs and seeds are usually sent in courier bags but may be boxed, particularly if the order is large.

What if my plants are damaged during delivery?

Our couriers provide an excellent service. Boxes are labelled as live plants and this way up. There is usually no problem, but if there is an issue get in contact as soon as possible, preferably including photos of the damaged plants. We will refund.

Can I leave instructions on where to put the consignment if I am not home?

Yes. Put these special requirements below your address on Trade Me along with your phone number. This is then printed on the address label for the courier.

What if something I’ve ordered has not been sent?

If something is missing from your order, email us. We will refund.

What Are The Conditions of The Money Back Guarantee?

Our aim is to have a happy customer. We understand that it can be difficult at times to buy an item off the internet if you haven’t seen it first. Therefore we provide you with our money back guarantee so that if you aren’t happy with the product you receive, you can send it back.

Below is our policy regarding the money back guarantee:

1.Prior to returning any item for any reason you must email us as soon as possible to advise of the problem, see if there is another solution and obtain a return address. 2.Goods must be returned in original condition with original packaging. Plants must be in pots as sent. 3.Cabana Holdings Ltd T/A Owen Nurseries reserves the right to charge for any goods damaged or lost in return shipping 4.Cabana Holdings Ltd T/A Owen Nurseries does not refund on freight costs 5.Return of the product is the customer’s responsibility including insurance for loss or damage 6.All returns must be completed within 7 days of the sale date

What Happens If My item Is Faulty or not as described?

Owen Nurseries complies with all appropriate legislation and stands by all its requirements. If a product is faulty or not as described we will endeavour to rectify the situation as soon as possible.

1.Faulty product or product not as described must be returned to us after emailing us advising of the problem. This helps us to identify what is wrong and process your return more efficiently. If the product is faulty or not as described, we will refund your purchase price, cost of shipping to you and up to the same amount for return shipping 2.Owen Nurseries reserves the right to inspect all claims of faulty product or product not as described. If the product is found to be not faulty or as described, the customer will be contacted with our decision.

Pricing Errors, Description Mistakes & Out of Stocks

Owen Nurseries makes every effort to provide accurate information and prices on all products advertised. There may be the odd occasion when there is a mistake in a description or the price has been listed incorrectly. If this is the case then we will do what we can to rectify these problems with you and fix these listings straight away. These are the steps we will take:

1.Description Mistakes: These will be corrected on websites as soon as we are notified. If the mistake means that the product is no longer suitable for the purchaser then we will look for a suitable alternative or offer a refund and make arrangements to get the product back to us 2.Out of stock: Sometimes items go out of stock unexpectedly. This is usually as a result of weather where plants are storm damaged or die. We will notify you and refund your purchase immediately 3.Temporarily unavailable: There may be times where we need to bring additional stock back from our nursery to fill your order, particularly when large numbers are ordered. We will email and notify you of the delay. Delay is usually only a few days 4.Pricing Errors: If we have made a genuine mistake and listed a product at an incorrect price that is below our cost, we will inform you immediately. It is our intention to look after our customer in this situation although it may not be possible to sell it to you at this price. In this circumstance we will offer the customer a heavily discounted price from the correct price or offer an alternative product. The customer also has the option to back out of the sale. This is in accordance with the Fair Trading Act

Warranty & Guarantee Information

Money Back Guarantee?

We offer a money back guarantee on products we sell. We honour the NZ Consumer’s Guarantees Act and any relevant NZ consumer rights legislation.

A money back guaranty means that if you're not happy with your items and we can't solve the issue for you, you may return your order for a refund of the purchase price. Shipping and handling are non-refundable.

Your guarantee starts on receipt of the item(s) and you may return your item within the next 7 days for a full refund, providing you return it in 'as sold' condition. This means the item is unused, has not been planted and is potted or bagged as sent, not damaged or missing.

Under no circumstances will we pass your details on to a third party, and all information supplied is considered private and confidential.

No credit card information is stored.

Company:

Cabana Holdings Ltd trading as Owen Nurseries

Hours:

Open 24/7 for online sales Staff available 8 am – 5 pm Monday to Friday. We will do our best to answer queries outside these hours but may not always be available

Closure:

We will advertise on Trade Me when we take a holiday break and changes to hours over statutory holidays.