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FAQs & Contact

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General & Warehouse Information

We are primarily an online retailer and wholesale supplier of professional lawn products, not an advisory service.

As a modern e-commerce business, we sometimes encounter confusion about how this model works. Our focus is on supplying products efficiently online, rather than providing one-on-one phone and email 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 already available on our website, product labels, the Facebook group, and more recently the NZLA App.

While we understand that calling can feel easier, the volume quickly became unmanageable. With a client base of over 20,000 people, one-on-one support simply isn’t something we’re able to provide single-handedly, as those of you in the Facebook group will know from the volume of posts there.

For this reason, we no longer publish a phone number.

Order Enquiries

For anything order-related, we’re still very easy to reach. Simply use the contact form below, messages go straight to Jonny’s phone, and we’ll respond within 24 hours.

Please note: we’re unable to respond to general lawn advice enquiries where the information is already available on our 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.

Our Rolleston factory operates as a distribution centre and is not open to the public. Please do not visit expecting a retail shop or staff on hand to assist.

All orders must be placed through our website.

Once your order is ready for collection, you’ll receive an email with everything you need, including the Click & Collect lockbox code, collection address, and any other relevant details.

Please note that Click & Collect orders are processed once daily, in the morning.

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 & Orders

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.

We’re an online store, so the easiest way to find your exact shipping cost is to add your items to the cart and proceed to checkout — the system will calculate and display your delivery cost before you confirm your order.

Free shipping is available 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/

Please contact us using 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 video 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.

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 a two-person team, and we’ve made a deliberate choice: put our energy into sourcing the best professional turf products available, not into running a call centre.

That means we don’t offer one-on-one phone or email consultations. What we do offer is something better, a community of 20,000+ lawn owners who’ve been there, done that, and are ready to share what actually works.

Get answers from people who’ve used the products

Our Facebook group and the NZLA Lawn App are where the real knowledge lives. Members share results, troubleshoot problems, and give advice based on genuine experience, often faster and with more depth than any single business could.

NZLA Lawn Forum, where Jonny spends most of his time now

More recently, Jonny has shifted his focus to the NZLA Lawn Forum a subscription-based platform that goes well beyond a typical community. It combines a dedicated lawn forum, a lawn journal, and a growing range of tools, all built specifically for serious lawn owners.
It’s where the deeper conversations happen, and where you’ll find Jonny most consistently. If you want direct access to his knowledge, and those of the community who are the most passionate about lawn care this is the best place to get it.

Why does this matter to you?

Because the money we don’t spend on support staff goes into stocking genuine professional-grade products, the same ones used by turf professionals, not the high-margin alternatives that look similar but perform differently.

That’s the trade-off we’ve made, and we think it’s the right one.

Connect with fellow Lawn Addicts.
Learn new tips and tricks.

We have two main places where you can get lawn advice and support. The first is our free Facebook group, New Zealand Lawn Addicts, which has over 20,000 members including 400+ people from the professional lawn industry. It’s a great place to ask questions, share photos, and get quick feedback from a large, active community.

The second is the NZLA App, a subscription-based platform at $40 for 12 months access. As well as tools for tracking your mowing and product applications, it includes an in-app forum where the quality of discussion tends to be higher and where the NZLA owner now spends most of his time answering questions directly. If you want free open, fast-moving community discussion, the Facebook group is the place to start. If you want a more focused environment with consistent expert input, the app is worth the investment.

Go to the NZLA Group
NZLA App

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?

We have two main places where you can get lawn advice and support. The first is our free Facebook group, New Zealand Lawn Addicts, which has over 20,000 members including 400+ people from the professional lawn industry. It’s a great place to ask questions, share photos, and get quick feedback from a large, active community.

The second is the NZLA App, a subscription-based platform at $40 for 12 months access. As well as tools for tracking your mowing and product applications, it includes an in-app forum where the quality of discussion tends to be higher and where the NZLA owner now spends most of his time answering questions directly. If you want free open, fast-moving community discussion, the Facebook group is the place to start. If you want a more focused environment with consistent expert input, the NZLA App is worth the investment.

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.