Delivery Terms & Conditions

Trees are loaded at our nursery by our team. For 500L and bigger trees, a 10% per-tree handling fee (calculated on the tree price) applies automatically to cover offloading at the delivery point. This fee is waived only if the customer confirms in writing prior to delivery that they have a TLB, crane, or equivalent machinery on site and will handle offloading themselves.

Where Terra Trees are required to dig holes and plant trees, a 20% per-tree planting fee applies (calculated on the tree price). This is an optional add-on service. The 20% planting fee is inclusive of the 10% offloading fee.

If Terra Trees are required to only plant the trees in holes dug by the customer, then a 10% per-tree planting fee applies (if the customer requests planting only for 500L or bigger trees then that 10% planting fee is included in the handling fee).

If customers dig the holes, Terra Trees will provide excavation specifications by size and depth for the holes to be dug by the customer. The customer must ensure the holes are to specification and send us an image of the holes minimum 24h prior to delivery, in case they need to make the hole bigger, shallower or deeper. If holes are outside of specification and additional labour is required to get the holes ready for planting, additional costs may be applicable.

Terra Trees does not supply extra material to fill up planting holes; it is the customer's responsibility to keep the material next to the holes and not remove it, in the instance that we are planting and the customer prepared the holes for us. In the instance that a customer wants us to bring extra material, we can include the cost in our quotation.

In the event that Terra Trees are digging the holes for a customer and we hit a rock or bad soil in the customer's desired planting location, then the location for the hole for the planting of that tree must be moved to a suitable location as would be advised by the planting team on site. If the customer insists on planting where there is rock, we can go through the rock at an additional cost.

Terra Trees will always leave the planting site neat but we do not remove excess soil or waste from the planting site or delivery site. It is the customer's responsibility to dispose of excess soil/material or waste if they wish to do so.

The customer warrants that there is sufficient vehicular access for our delivery truck to reach within 3 metres of the planting/drop-off point for 500L or bigger trees. If access is inadequate or misrepresented, trees will be delivered to the nearest accessible point and the delivery is considered fulfilled. Any additional labour or equipment required to move trees beyond that point is for the customer's account.

For ex-open ground trees, the customer warrants that there is safe access to designated planting area/s for big trucks to get within 3m of the holes for each tree planted.

The customer must ensure that responsible persons are present on site at the agreed delivery time to facilitate access, gate entry, and direction to the drop-off or planting point. If no offloading/planting fee was charged, offloading is entirely the customer's responsibility — our driver is not obligated to wait or assist.

If no one grants our driver access to the delivery within 30 minutes of the agreed delivery timeframe, then the trees will be offloaded at the nearest point to entry and the delivery will be considered fulfilled.

The customer acknowledges that loading and transporting large trees carries inherent risk. Minor cosmetic damage (broken branches, leaf loss, scuffing) may occur in transit and does not constitute grounds to refuse delivery or claim a refund. Trees are living products and will recover under proper aftercare.

If excessive damage was caused in transit, Terra Trees will review and consider replacing the damaged tree/s or doing a refund for the damaged tree/s.

Terra Trees will provide the customer with aftercare and maintenance guidelines to ensure the best possible conditions for their trees. We, however, do not guarantee tree survival post-delivery or post-planting. We provide planting guidance, but ongoing care — watering, staking, pest management — is the customer's responsibility from the moment delivery is completed and does not form part of our services.

100% payment is required before a delivery date can be booked or trees may be collected. No exceptions. Delivery slots are confirmed only upon receipt of cleared funds.

If the customer is not available at the agreed delivery time or access is not provided, Terra Trees reserves the right to return the load to the nursery. A re-delivery fee will apply. Cancellations within 48 hours of a confirmed delivery may forfeit the delivery fee.