FREQUENTLY ASKED QUESTIONS
WHAT ARE YOUR NORMAL SUPPORT OFFICE OPERATING HOURS?
NORMAL SUPPORT OFFICE HOURS:
We are currently only available on email support which is open Monday to Friday, 8.00am to 5.00pm on firstname.lastname@example.org
IF I'M PAYING BY BANK DEPOSIT, WHO DO I TRANSFER THE MONEY TOO?
Please include your Order Number & Full Name for our reference.
*Please note that production of your order will not begin until the payment has cleared and shows in our account. If you book a day for delivery using the date chooser, we cannot guarantee delivery will take place on that day if the payment has not cleared in time.*
HOW DO I KNOW HOW MUCH PRODUCT I NEED?
You simply need to find out the below measurements in meters for the area you are wanting to cover:
- The length
- The width
- The depth that you would like the product laid at (how deep or thick)
Once you have these measurements you can use the below formula to calculate how many m3 you require for the project:
For example; Your area is 2m wide by 7.0m long and you think you would like the product to be laid at 70mm (0.07 of a meter) thick
The formula to calculate the volume of product that you need to order this:
2.0×7.0×0.07 = 0.98m3 (or 1.0m3)
CAN I ORDER FOR OUT OF AUCKLAND DELIVERY?
No, unfortunately we are only currently able to offer free delivery in our Auckland free delivery zones.
HOW QUICKLY CAN YOU DELIVER MY ORDER?
Most products are made to order, so if you need a specific day (Monday to Friday) and need the stock urgently, then feel free to email us and we'll do our best to fit you into the production schedule. The earlier the better, but we will try our best to accommodate. Payment is required upfront in these instances.
HOW DO I KNOW WHAT TIME MY ORDER WILL BE ARRIVING?
Upon placing your order you will first receive an email and text message acknowledging receipt of your order. The day before your delivery day you will receive an email from us and then a text message when your order has been dispatched. With our free delivery service we cannot confirm a time of day as this will be determined by the freight company, motorway flows and geographical locations for the days deliveries around Auckland.
DO I NEED TO BE HOME TO RECEIVE DELIVERY?
No! Simply tell us in the delivery instructions, in a detailed manner, where you want the product placed and our wonderful delivery team will try their best to put them right where you want.
WHAT DO I NEED TO HAVE, IN ORDER TO HAVE A SUCCESSFUL DELIVERY?
In order for delivery to go smoothly, you need to provide us with some delivery instructions at the time of placing your order. Simply include them on the 'cart' page, in the checkout process, which will be the first page which loads after hitting "Add to Cart" from any product page. If you scroll down once on the cart page, you will see the field for entering your delivery instructions.
Whilst every effort will be made to place the product where you requested ultimately it is the driver's decision on where he can place the product safely without damage to property, truck or himself. The driver's discretion and decision on product placement is final.
Our standard free deliveries are made by tail lift trucks for bulk bag orders. This is a “kerbside” delivery. “Kerbside” delivery means a flat concrete or asphalt area that is suitable for a pallet jack to operate. Please, no broken concrete, gravel or grassed areas.
If you have rough terrain or require bags placed in a very specific spot you can upgrade your delivery to a mobile forklift or crane truck. Extra charges apply for these services.
The standard tail lift trucks are typically a 6 wheeler or 4 wheeler truck with a tail lift platform at the rear of the truck which our product in manoeuvred and lowered, the type of truck is typical of what you would see with most furniture removal or house removal companies in order to get some sort of comparison on the truck that will be making the delivery.
The bag and pallet are included in the purchase price, however if you would like these removed from your property once the bags are emptied please order a pallet or bag collection and when we have a truck in the area next we will collect these for you, again these must be “kerbside” and in a central accessible area for the driver to collect easily - close to the truck.
Please consider the following conditions before ordering:
Whilst we endeavour to make deliveries on time, causes which delay delivery may arise. Therefore, Cubag will take no liability (in damages or otherwise) for the inability to deliver on the desired date. In cases where a product is out of stock, Cubag has the unconditional right to delay or cancel the order. The delivery location must be free of any hazardous obstacles and have suitable roads in which the truck can drive on. As pallet jacks are used to manoeuvre the products, the delivery location must be on level ground. This means goods cannot and will not be delivered on uneven surfaces (e.g. slopes, grass, gravel).
The customer must understand that the position in which products are delivered to is at the discretion of the truck driver. therefore, in cases where the customer requests product placement anywhere where the driver deems unsafe, Cubag will not be liable for any consequent damage to the customers property. Furthermore, if damage to the delivery vehicle is sustained upon delivery to an unsuitable location, the customer is liable for any damages. The drivers safety and that of your property is paramount, hence the drivers decision on where to place the product is final.
At the time of delivery, the customer or a representative of the customer, must be present. This is so the appropriate delivery spot can be established, and paperwork can be signed. Products on standard free delivery via tail lift CANNOT be lifted over any elevated structure (e.g. hedges, fences, walls). Special delivery will need to be organised.
Finally, if attempts to deliver products fail due to the lack of delivery information or customer negligence to these conditions, the customer will be liable for any redelivery charges or extra fees incurred as a result of an incomplete delivery. If an order is subsequently cancelled, failed delivery charges will be deducted from your refund. Typically the greater of $99.00 or $40.00 per bag ordered.
Out Of Area: Typically an extra price per bag will need to be paid please enquire as prices vary dependant on the delivery location.
Hiab Or Crane Lift Truck: A hiab or crane type truck can be arranged typically this is charged by the hour. Pricing is by enquiry only. A crane truck can access areas the normal tail lift or even mobile forklift cannot. I.e. Up onto multilevel apartments or building sites or down embankments or slopes. Detailed instructions will be requested by us.
Mobile Forklift: Extra charges apply per bag.
Timed Delivery: Delivery required at a certain time of the day. This can be arranged, free delivery will not apply and truck hire by the hour will be charged for the service. Pricing given on an enquiry basis.
CAN I DELAY MY DELIVERY/POSTPONE MY DELIVERY DAY?
Yes, as long as the product has not been loaded onto the truck and dispatched from our yard. As much notice as possible is appreciated and to avoid disappointment please advise us prior to the scheduled day for delivery.
CAN I MIX AND MATCH PRODUCTS FOR DELIVERY AT THE SAME TIME? OR, PUT ANOTHER WAY, DIFFERENT PRODUCTS ON THE SAME LOAD?
Yes you can. You can mix and match as many products as you like on the same delivery order. Simply add it all into your cart, and we’ll take care of the rest.
I HAVE SOME OTHER LANDSCAPING MATERIAL IN MY BULK BAG, IS THIS TO BE EXPECTED?
Our products are bulk packed on the same line as other landscaping materials. Whilst we try to do our very best to ensure that the products are contaminant free, occasionally you may find a small amount of other product in your bag.
HOW CAN I ORDER?
This is the easiest part. Simply head over to our range of online landscape supplies, or contact our email support which is available within opening hours, Monday to Friday, on email@example.com
WHAT DO I DO WITH THE BAGS AFTER DELIVERY?
Some customers have reused the bulk bags for garden waste or under house storage. Or order a bag/ pallet collection, we'll then collect and recycle the bag.
WILL DAMAGE OCCUR TO MY PROPERTY?
If you have any concerns about potential damage to your property then please let us know in advance.
I DON'T HAVE ACCESS TO THE DELIVERY LOCATION, SO NEED IT TO BE HOISTED OVER A FENCE, CAN YOU DO THIS?
Yes. In some cases we appreciate access is difficult so we have to option to have your Cubag’s delivered via crane-truck, or more commonly known in New Zealand as a hiab. There are various sizes of cranes required dependent upon lift and weight needing to be lifted. Additionally the distance the crane must reach needs to be considered. The hiab can crane the product pretty much anywhere on your property, dependent on height, room on the ground for the truck to anchor itself and whether or not there are overhanging trees and wires. Simply email us with your requirements and we can quote for delivery via hiab truck.
DO YOU GIVE TRADE DISCOUNTS?
As our products are already well priced, at this point in time we do not give trade discounts, we do have a lot of tradesmen that use and enjoy the ease of our service.
DO YOU GIVE CREDIT?
No. Your order must be paid for prior to dispatch either by credit card or direct credit.
WHAT HAPPENED TO THE GREEN GOPHER NAME AND BRAND?
We’ve undergone a subtle shift in our service and product offering and we feel the name Cubag (cubic metre in a bag) communicates our brand promises to consumers more effectively. However, the process is very similar with the same top quality products, great prices and impeccable customer service!