Shipping, Delivery & Returns
We aim to dispatch all orders with 24 hours of receipt. Occasionally public holidays, weekends, weather events or extremely busy periods may result in extended delivery times. In these circumstances we will endeavour to communicate with you about the delay and resolve and resulting issues.
Orders received over the weekend or during public holidays will be dispatched as soon as possible when we re-open for business. If your order is urgent please contact us for assistance.
All orders are sent by courier with a tracking number. The order tracking number that can be viewed on https://www.nzpost.co.nz/tools/tracking
Orders will be automatically dispatched to the address provided at checkout, please ensure the correct shipping address is supplied. Once your order has been dispatched we cannot change the shipping address. It may be possible for the courier company to redirect your order. Please contact the courier company directly to discuss your options.
We currently ship to the USA, UK and Australia at a very low shipping cost rate. Please be aware that you may be charged a customs fee within your Country of residence.
Domestic Delivery Charges
- Orders over $90 will be sent freight-free Nationwide.
- You must spend over $90 to get free shipping, if a discount brings your order total below $90, a shipping charge will still apply.
- For orders under $90 a shipping charge of $5 will apply.
- Shipping charges will be applied on orders 15kg & over.
Domestic Delivery During Public Holidays
HempFarm will be closed over Public Holidays. Deliveries as usual from the following working day.
When a public holiday falls on Saturday it will be observed on the Monday. Deliveries scheduled for the Monday will be delivered on Tuesday instead.
New Zealand Public Holidays: New Year’s Day, Day after New Year’s Day, Waitangi Day, Good Friday, Easter Monday, Anzac Day, Queen’s Birthday, Labour Day, Christmas Day and Boxing Day
Returns & Refund Policy
We expect that you will be completely satisfied with any goods and services you receive from HempFarm.
However, in the unlikely event that a product does not meet your expectations please contact us immediately to arrange a solution. Please email [email protected] with your order number to request a refund. We will transfer payment back to the card you paid with, or return the funds to your bank account, depending on the payment method used.
NZ Post - CoVid19
Changes to our delivery process to keep our communities safe
We are temporarily changing our delivery process to ensure we continue to offer an essential service whilst keeping our communities safe and connected.
While the overall risk of transmission of any virus is low in our day to day business operations, it’s the right thing to do to limit close physical contact with others during this time. This is consistent with the Government’s advice.
From today (Monday 16th March), courier delivery will follow the below process (mail delivery will continue as normal):
Delivery on Signature Required Product
NZ Post couriers (including CourierPost and Pace) will knock on the door as usual and step back two metres (or as far back as safe). They will wait for someone to come to the door and greet them as usual. They will then ask for the recipient’s name (to record proof of delivery) and leave the parcel on the doorstep. The person receiving the parcel will not sign for the delivery directly.
If no one comes to the door and there is no Parcel Leave service in place, the courier will follow the standard process which is to leave a card to call, with details of the delivery and return the parcel to depot.
Delivery on Non-Signature Required Product
NZ Post couriers (including CourierPost and Pace) will knock on the door as usual and step back two metres (or as far back as safe). They will wait for someone to come to the door and greet them as usual. If no one comes to the door, the courier will follow the standard process which is to leave the item in a safe place or leave a card to call and return to depot if there is no safe place.
What else are we doing to manage COVID-19?
COVID-19 presents unprecedented challenges for our communities – globally and within New Zealand. We are putting all possible plans and precautions in place to maintain our current service levels whilst ensuring the safety of our people, our customers and community.
Whilst we have an extremely resilient network, which has withstood a number of significant disruptions from natural disasters to extreme weather events, COVID-19 presents unique challenges. We are working hard to ensure our network and services are as robust as possible, whilst being prepared to adapt to different scenarios for our people, property, technology and 3rd party providers.
In addition to implementing our existing business continuity plans, we are responding to this challenge with a dedicated cross-business, Incident Response team who are addressing specific issues as they evolve.
Recent Government announcements will impact our freight capacity in and out of New Zealand and we’re working with our partner airlines to determine the full impacts of this. To ensure mail and parcels keep moving during these unprecedented times, this may include alternative routes which will potentially cause delivery delays.