FAQ
FAQ SHIPPING LIVE PLANTS
Welcome to our Frequently Asked Questions (FAQs) page! Below, we've compiled a list of common inquiries to assist you. Please review these questions before reaching out to us, as many answers can be found here. If your question isn't addressed, feel free to contact us for further assistance.
Q: How long does it take to receive my plants after I made my order?
A: For deliveries within Australia, we ship plant orders via Australia Express Post every Monday to Tuesday. Typically, it takes a few days for your plants to arrive at your designated location.
Q: I placed an order a few days ago, why hasn't it been sent yet?
A: If your order hasn't been dispatched yet, it could be due to pending payment clearance. We ship out all orders received by Friday 1:00 pm AEST on the following Monday or Tuesday. Orders placed after this cutoff will be dispatched the following week.
Q: Can I combine postage for multiple purchases?
A: Yes, you can! Simply add items to your cart and select your location to estimate shipping costs during checkout.
Q: My tracking number does not work?
A: Tracking numbers are typically active a few days after we print out shipping labels. If your tracking number remains inactive after Wednesday of the same week your order was shipped, please contact us for further assistance.
Q: Where can I find plant names?
A: Plant names can be found on the paper invoice or packing slip included with your order. Each plant is labeled with a corresponding number for easy identification.
Q: Can I add more items to my order after it's been placed?
A: Yes, you can add more items to your order before the payment cutoff (Friday 1:00 pm AEST). Simply message us via our Facebook page to request a combined postage code. Both orders must be placed within the same cutoff date.
Q: My plants from different orders vary in size, why is that?
A: Our nursery propagates and grows plants from various sources, resulting in size variations between batches. We always strive to select the best plants from each batch for your orders.
Q: My tracking number shows "DELIVERED" but I haven't received my order. What should I do?
A: Please contact Australia Post for further assistance, as we are not responsible for orders after they've been handed over to the postal service.
Q: What should I do if my plants arrive damaged?
A: Contact us immediately with photos of the damaged plants within 24 hours of receipt. We'll assess the situation and provide replacements or store credit, provided the damage occurred during our packing process.
Q: Can I get a refund if my plants are destroyed by customs?
A: Unfortunately, no refunds are issued for orders destroyed by customs due to local laws or quarantine restrictions. It's the buyer's responsibility to be aware of import regulations in their area.
Q: Can I cancel my order?
A: Once your order is placed, it's processed immediately, and cancellation may incur restocking and payment gateway fees. Please contact us promptly if you need to make changes to your order.
Q: Can I order if I live in WA/TAS/NT?
A: Currently, we're working on obtaining permits to ship to these states. Please follow our Facebook page for updates on shipping availability to these areas.
FAQ SHIPPING ACCESORIES
We understand you may have questions regarding the shipping of accessories alongside live plants. Here are some commonly asked questions and their answers:
Q: Will my accessories be shipped together with my live plants?
A: No, accessories will be shipped separately from live plants. This ensures that your accessories are not damaged during transit and arrive in perfect condition.
Q: Why are accessories shipped separately?
A: Accessories are often delicate items that require different handling and packaging than live plants. Shipping them separately reduces the risk of damage and ensures both your plants and accessories arrive safely.
Q: Will I receive separate tracking numbers for my accessories and live plants?
A: Yes, you will receive separate tracking numbers for each shipment. This allows you to track the delivery of both your live plants and accessories individually.
Q: Is there an additional cost for separate shipping of accessories?
A: No, there is no additional cost for shipping accessories separately. Shipping costs for accessories are included in the total order cost.
Q: Can I expect my accessories to arrive at the same time as my live plants?
A: Due to separate shipping methods and possible different warehouse locations, accessories may arrive before or after your live plants. However, both shipments will typically be delivered within a similar timeframe.
Q: How will I know when my accessories have been shipped?
A: You will receive a shipping confirmation email with tracking information once your accessories have been dispatched. This will allow you to track the progress of your accessory shipment.
Q: What if there is an issue with my accessory shipment?
A: If you encounter any issues with your accessory shipment, such as damaged items or missing pieces, please contact us immediately. We will work quickly to resolve any problems and ensure your satisfaction.
Q: Can I modify my accessory order after it has been placed?
A: Once your accessory order has been placed, modifications may not be possible. Please double-check your accessory order before completing the purchase to avoid any discrepancies.
Q: Are there any restrictions on shipping accessories to certain locations?
A: We strive to ship accessories to as many locations as possible. However, due to possible different warehouse locations or countries of origin, there may be restrictions on shipping certain accessories to certain areas. Please check our shipping policies or contact us for more information.
We hope this FAQ addresses any concerns you may have regarding the separate shipping of accessories with live plants. If you have any further questions or require assistance, please don't hesitate to reach out to us.