Effective Date: October 26, 2026
This Shipping Policy applies to all order deliveries placed on the official e-commerce website of HITCHON INTERNATIONAL LIMITED, accessible at www.hitchoninternational.com. As a New Zealand-based garden tool retailer focused on providing high-quality, durable small gardening tools for every plant parent, balcony gardener, and backyard hobbyist, we design all our shipping arrangements to deliver your trowels, pruning shears, plant labels, watering cans and other gardening supplies to your doorstep safely, transparently and as quickly as possible. All terms below outline our full shipping rules, delivery timelines, fee structures, and related support arrangements for all customers shopping on our platform.
1. Official Shipping Support Contact Information
If you have any enquiries about your order shipping status, delivery address adjustments, lost parcel concerns, or policy clarifications, you can reach our dedicated shipping support team via the following official contact details at any time:
- Registered Business Address: 10 Syd Bradley Road, Avonhead, Christchurch 8042, New Zealand
- Official Contact Email: [email protected]
- Customer Service Telephone: +64 3 357 8979
Our support team will respond to all shipping-related enquiries within 2 working days to help resolve your concerns promptly.
2. Order Processing Timeline
Once you successfully submit and pay for your order on our website, our warehouse team will process your purchase within 1 to 2 business days, excluding weekends and official New Zealand public holidays. During the processing period, our staff will conduct full quality checks for every selected item, including verifying that your gardening tools are free of manufacturing defects, that custom engraved plant labels match your submitted specifications, and that all included accessories and user manuals are packed properly. Once your parcel is fully sealed and labelled, you will receive an automatic order dispatch notification email that includes your unique tracking number and the link to monitor your parcel’s real-time delivery status.
Orders placed on public holidays, weekends, or after 2PM NZ local time on working days will be processed on the next following business day. We will send you a prompt notification if any product in your order encounters unexpected stock delays that extend processing time beyond our standard window, so you can choose to wait for restock, adjust your order, or request a full pre-shipment refund if you no longer wish to proceed.
3. Delivery Coverage and Shipping Fee Structure
We support nationwide delivery across all regions of New Zealand, and offer two standard shipping options for all customers:
- Standard Ground Shipping: This option is free of charge for all orders over €35. For orders below the €35 threshold, a flat shipping fee of €4.99 will be applied at checkout. The estimated delivery window for standard service ranges from 3 to 7 working days from the dispatch date, depending on your specific regional location.
- Express Courier Shipping: For customers who need their gardening supplies in a shorter timeframe, we offer express delivery at a flat rate of €9.99 for all eligible addresses. Express parcels will be prioritized for dispatch, with an estimated delivery window of 1 to 3 working days from the date your order leaves our warehouse.
We do not offer international shipping services at this stage, and all orders placed on our platform are restricted to delivery addresses located within the territory of New Zealand. Customers are required to provide accurate, complete, and up-to-date delivery addresses including correct contact phone numbers at checkout, to prevent failed deliveries caused by incomplete address information.
4. Parcel Delivery Rules and Signature Requirements
All our parcels will require a signature upon successful delivery to confirm that the order has been received by you or an authorized representative at your designated address. If no one is available to sign for the parcel on the first delivery attempt, our courier partner will leave a delivery notification card at your doorstep, with clear instructions for you to reschedule a second free delivery attempt, or arrange to pick up your parcel at the nearest local courier depot within 5 working days.
We strongly recommend that customers double check their submitted delivery address before completing payment, as address modification requests submitted after the order has already been dispatched will incur an extra address adjustment fee charged by our courier provider. If you need to change your delivery address before your order is dispatched, you can contact our support team directly, and we will modify your address information completely free of charge.
5. Damaged, Lost or Missing Parcel Arrangements
In the rare case that your parcel arrives with obvious external damage that affects the integrity of the products inside, or your parcel is confirmed lost by our courier partner after 10 working days past the estimated delivery date, you can contact our support team immediately with photos of the damaged packaging or relevant delivery confirmation records. Our team will verify your claim within 2 working days, and offer you two remedy options at no extra cost: we can dispatch a brand new replacement of your full order to your address immediately, or process a 100% full refund for the full value of your order directly back to your original payment method.
All claims for damaged or missing items must be submitted to our team no later than 14 calendar days after the estimated delivery date, so we can coordinate fully with our courier partners to trace and resolve the issue efficiently. We do not take responsibility for lost parcels that are confirmed to have been successfully delivered to the exact address you provided at checkout, at your explicit request to leave the parcel at the door without a signature, or for parcels that are stolen after being marked as successfully delivered by the courier system.
6. Unsuccessful Delivery and Return to Sender
If you fail to collect your parcel from the designated courier depot within 5 working days after the first delivery attempt, and do not contact our team to reschedule a new delivery date, the parcel will be returned back to our warehouse automatically. In this scenario, you will be responsible for covering the original outbound shipping fee and the return shipping cost incurred by the failed delivery. We will only resend your order after you complete the payment for these extra shipping fees, or process a refund for your product value minus the deducted shipping costs.