Shipping policy

Quality Gardener is a small Australian garden business. Orders are carefully packed and dispatched from our location in Victoria, Australia.

This Shipping Policy explains how we process and deliver orders placed through our online store.

Order Processing

We aim to prepare and dispatch orders as quickly as reasonably possible.

As a small business, processing times may vary during busy periods, public holidays, product launches or periods of unusually high order volume.

Estimated delivery times shown on our website are estimates only and may vary due to circumstances outside our reasonable control.

Shipping Within Australia

We currently ship eligible products to Australian addresses serviced by our available delivery providers.

Shipping charges, where applicable, are calculated or displayed during checkout.

Delivery times depend on your location, the products ordered and the delivery service being used.

Shipping Live Plants

Live plants require additional care when being packed and transported.

Where practical, we may delay dispatching live plants to reduce the amount of time they spend in transit, including avoiding dispatch immediately before weekends or public holidays.

Plant orders may also be delayed during extreme weather or other conditions where we reasonably believe dispatching the plant could significantly increase the risk of damage.

Because Australian states and territories may have different biosecurity and quarantine requirements, some plants may not be available for delivery to certain locations.

It is the customer's responsibility to provide an accurate delivery address and to ensure that products ordered can legally be delivered to their location.

If we discover that we cannot legally or reasonably ship a particular plant or product to your location, we will contact you and, where appropriate, cancel and refund the affected item or order.

Fertilisers and Garden Products

Certain fertilisers, liquids, powders, soil products or other garden products may be subject to carrier restrictions.

Where a product cannot be shipped using a particular delivery method, alternative shipping arrangements may be required.

Tracking

Where tracking is available, tracking information will generally be provided after your order has been dispatched.

Tracking updates are controlled by the relevant delivery provider and may not appear immediately after dispatch.

Authority to Leave

Where a customer selects or authorises an unattended delivery, the parcel may be left at the delivery address in accordance with the delivery provider's procedures.

Customers should consider whether there is a safe and suitable location for parcels — particularly live plants — to be left.

Incorrect Addresses

Customers are responsible for providing complete and accurate delivery information when placing an order.

If you notice an error in your delivery address, please contact us as soon as possible.

If an order has already been dispatched, we may not be able to change the delivery address.

Where an order is returned to us because an incorrect or incomplete address was supplied, additional shipping charges may apply before the order can be sent again.

Delivery Delays

Once an order has been handed to the delivery provider, delivery times may be affected by circumstances outside our reasonable control, including carrier delays, severe weather, natural disasters, public holidays and disruptions to transport networks.

If you experience a significant delivery problem, please contact us and we will assist where reasonably possible.

Damaged Deliveries

If your parcel arrives damaged, please photograph the packaging and affected products and contact us as soon as reasonably possible.

Please retain the packaging until the issue has been assessed, as the delivery provider may require photographs or other information when investigating transport damage.

Your rights under Australian Consumer Law are not affected by this policy.

Lost or Missing Parcels

If tracking indicates that your parcel has not arrived within the expected timeframe, please contact us.

We may contact the delivery provider and investigate the shipment before determining the appropriate next step.

Local Pickup

Local pickup is only available where specifically offered during checkout or arranged with Quality Gardener.

Our dispatch location is not a retail store and is not open to the public unless a pickup has been specifically arranged.

Contact Us

For questions about shipping or an existing delivery, please contact Quality Gardener through the contact details provided on our website and include your order number.