Shipping policy

Thank you for choosing LENNOX COLE GRAHAM. Based in Auckland, New Zealand, our online store focuses on retailing premium fresh produce. We abide by strict order‑handling protocols and adopt insulated temperature‑controlled packaging to keep fresh goods stable, striving to deliver all orders safely and meet expected logistics schedules.
Order Processing Time
We finalize order verification, commodity inspection and insulated sealed packaging within 1 to 3 business days after successful payment and order confirmation. Order processing services will be suspended on New Zealand weekends and national public holidays. During busy promotional cycles and order surges, order preparation may be delayed slightly. We will send timely email alerts to customers once obvious delivery delays occur. Fresh goods have strict dispatch schedules, some orders may require designated dispatch windows to guarantee product quality.
Shipping Rates and Delivery Estimates
Shipping fees are calculated based on package weight, overall size and delivery destination. The exact logistics cost will be automatically calculated and displayed on the checkout page before payment confirmation. All fresh produce orders will be delivered via temperature‑controlled shipping service, with an estimated delivery period of 7‑12 business days, subject to actual logistics status. Rural areas of New Zealand may incur extra freight surcharges and longer transit time. The stated delivery time is for reference only. Actual arrival time may be affected by logistics provider operational failures, cross‑border customs inspections, extreme weather, regional traffic restrictions and official holidays. Fresh goods quality may be compromised under prolonged transit conditions.
Shipment Confirmation and Order Tracking
Once our warehouse completes parcel handover to authorized logistics partners, you will receive an official shipment confirmation email including dedicated tracking codes and logistics inquiry entrances.
Due to cross‑system data synchronization delays, parcel tracking information will be updated and accessible for query within 24‑48 hours after shipment. If tracking data cannot be loaded normally, customers may contact our support team for manual parcel tracing.
Incorrect Address Disclaimer
Customers shall fill in accurate, complete and valid recipient addresses, postal codes and contact numbers during checkout, and double‑check all delivery information before submitting orders.
LENNOX COLE GRAHAM shall not bear any liability for misdelivery, delivery failure or parcel loss caused by false or incomplete information provided by buyers. If parcels are returned to our warehouse due to address errors, fresh goods will no longer be resalable, buyers need to bear all related losses and additional reshipping fees independently.
Lost or Damaged Packages
If your fresh produce parcel is missing or untraceable during transit, please submit a loss investigation request to our customer service within 7 days after the scheduled delivery date.
Long‑distance transportation may cause temperature deviation, extrusion damage to fresh products. If you receive deteriorated or damaged goods, please retain the original insulated outer packaging and take clear evidentiary photos within 12 hours after receiving parcels. Our team will conduct comprehensive verification and deliver targeted solutions as soon as possible. Claims submitted beyond the time limit will not be accepted for fresh items.
Fresh Product Storage and Usage Notice
All fresh produce requires proper refrigeration or freezing immediately upon receipt. Customers shall follow local food‑storage guidelines for preservation and consumption. We reject after‑sales claims for spoilage, deterioration caused by improper post‑delivery storage, improper handling or overdue consumption by customers.
International Shipping and Customs Notice
We provide global cross‑border shipping services for all fresh merchandise. Overseas shipments may generate import tariffs, customs clearance handling fees, biosecurity inspection fees and other statutory charges required by destination countries. Some countries impose strict restrictions on importing fresh food, and certain fresh items may be detained or rejected by customs.
All customs‑related expenses are borne by order recipients, and such fees are not included in product prices and settled shipping costs. We will not be responsible for parcel detention, customs rejection and relevant losses arising from buyers' non‑compliance with local import declaration and biosecurity regulations.
Contact Information
If you have any questions about shipping regulations, logistics progress and delivery after‑sales issues, please contact us via official channels below:
Trade name: LENNOX COLE GRAHAM
Phone number: +64 21 846 2735
Email: info@lengra.shop
Physical address: 45 Sandringham Road, Mount Eden, AUK, Auckland 1024, New Zealand