SHIPPING POLICY

 

THE BASICS

Houseplant Hoarders ships Australia wide via Transdirect Courier Services and AusPost.

Parcels containing plants are sent via Express Postage to reduce transit times.

An exception to this is when customer addresses exist outside AusPost Express radiuses or when parcels weigh over 1kg.  

Parcels outside Aupost Express radius or weighing over 1kg will be sent via Regular Post or Transdirect Courier.

All couriered parcels require a signature upon delivery, unless a note has been made a checkout or before booking.

Once booked we are unfortunately not able to request Safe Drop. 

All heavy or bulky non-plant products are sent via Transdirect Courier.

Botanicalware products cannot be sent to PO Boxes and such purchases will require a valid residential or business address for shipping. 

All plants purchased before 4:30pm on Sunday will be shipped Monday; the day after.

Orders placed after 4:30pm on the Sunday will be shipped the following Monday. 

In most cases orders that contain plants and non-living items like pottery and plant care products will be sent separately. Plants will be shipped via AusPost Express and other non-living will be shipped via Parcel Post or Transdirect Courier.  

Plants and DIY kits containing soil cannot be sent to NT, WA and TAS due to bio-security measures.

We do not ship plant material to these states even with buyer certification. 

PUBLIC HOLIDAYS:

In the case of a Public Holidays falling on a Monday, all parcels containing plants will be shipped on the Tuesday thereafter. Orders placed after 1:30pm (BNE Time) on a Monday before a public holiday falling on the Tuesday after will be shipped the following Monday. 

COSTS:

Standard Orders:

Shipping fees are capped Australia wide at $15.00AU per order.

This fee includes packaging materials and labour times.

Such fee is often far less than the actual costs involved to transit your item/s.

We work hard to keep our shipping costs low and often use recycled boxes and packaging materials.

Heavy or Large Orders

Heavy items or large orders are excluded from our capped $15.00AU shipping.

Such orders will require an additional heavy postage fee of $10.00AU ($25.00AU Total Cost)

Please Select the Large/Heavy order at checkout if you are purchasing more than 6 items or items marked as "Heavy Shipping Fee" on their listings.

Large/Heavy Orders placed without selecting such shipping fee will be held until such payment is made.

We reserve the right to cancel such orders after 10 business days if such payment isn't made or if no correspondence has been made.  

POSTAGE SCHEDULE & DELIVERY TIMES:

Parcels containing plants are only shipped Mondays mornings.

Any orders containing plants placed after 4:30pm AEST on Sundays will be shipped the following Monday.

This is to limit transit times over the weekends and to prevent loss of stock.

In most cases plants will be sent separately to pots and prints, even when ordered together. This is to limit the risk of transit damage.

Non-plant items are usually posted the following day after postage, but please allow up to 4 business days for your parcel to be lodged/sent. 

Most Parcels arrive within 1-4 business days of being posted or couriered.

These times may be a little longer for customers in rural or semi-rural areas. 

Parcels couriered to WA, NT, TAS and Rural Areas can take up to 12 business days after their transit date to arrive.

Please contact us prior to checking out for a delivery time estimate. Houseplant Hoarders will not refund or partially refund orders placed because of extended delivery time. 

LOCAL PICK UP:

NEW Local Pick Up Options are currently available.

Pick up is fro Main St, Narangba 4504.

Pick up times are limited.

We will contact you once your order has been placed to arrange a mutually agreeable time for collection. 

TRACKING:

It is important for our customers to checkout with valid email and mobile numbers. 

All tracking details and delivery option links will be sent to such numbers and/or emails by AusPost or Transdirect.  

Parcel redirection options will ​be texted customers whose orders have been couriered.

Please Note that without a valid mobile number there is no way for you to authorise an Auspost parcel to be safe dropped and your parcel may be carded and brought back to the post office. 

(Transdirect parcels cannot be safe dropped unless a note has been made at checkout or prior to booking)

Houseplant Hoarders does not send any promotional correspondence to mobile numbers.

Your number will be not used for any other purpose than to send your tracking details.

Given the sheer volume of orders Houseplant Hoarders processes per week, tracking numbers are not and cannot be manually sent to each customer. Instead tracking details and updates will be sent directly to customers via AusPost and Transdirect in the form of email and text messages.

Such correspondance will allow the customer to check tracking, delivery ETAs and organise redirections. 

LOST OR DAMAGED PARCELS:

Whist all due care is taken to ensure your order arrives to you in tip top shape, Houseplant Hoarders will not be held responsible for items damaged during transit.

Houseplant Hoarders will not be held responsible for Parcels that have been stolen or damaged after being safe dropped or left at the post office.

Any deterioration of plants due excess travels times created by AusPost or Transdirect mishaps is out of Houseplant Hoarders control and something we will not accept responsibility for.

Such deteriorated plants will not be replaced or refunded by Houseplant Hoarders.

Buyers agree to this by completing a purchase.

Incorrect Addresses:

Houseplant Hoarders sends parcels to the exact address the customer has checked out with.

Please ensure you double check the confirmation email you will be sent after purchase for any errors. If something is incorrect be sure to contact us ASAP.

Incorrect Addresses on AusPost Parcels:

If the Buyer has checked out using an incorrect address and has not contacted Houseplant Hoarders prior to their parcel being booked/sent it may; be returned to sender, redirected to AusPosts lost facility or claimed by someone else.

If this happens Houseplant Hoarders will do all they can to help get your parcel to you safely, but often a basic redirect to your correct address is not possible and Auspost will automatically send your parcel their lost facility or return it to sender.

If sent to the lost facility the Buyer can contact AusPost and arrange redirection to their proper address.

You will need a valid ID upon collection to show that it is your name is on the box.

Please note parcels can take up to 10-21 business days to make it back to the buyer after being sent to the AusPost Lost Facility.

If the parcel contains a plant it very may well not survive this process.

Whilst unfortunate this is something that Houseplant Hoarders will not accept responsibility for and will not offer compensation for. 

Parcels that have been returned to sender can be redirected back to the Buyer, but will occur an extra postage fee of $15AU to be resent.

Plants that have made this round trip may also not be in the best of condition due to the excess postage time.

Upon receiving your plants back Houseplant Hoarders will unpackaged them and give them a good dose of Seasol before re-posting.

Houseplant Hoarders cannot hold plants for more than a week before sending them back to you.

Parcels claimed by someone else is unfortunately out of our control. You can choose to contact that person and ask for your parcel (if safe to do so) and hope that they are honest enough to hand it over. 

Incorrect Addresses on Transdirect Parcels:

If Buyer has not contacted Houseplant Hoarders prior to Houseplant Hoarders lodging and paying for a Transdirect collection, a fee of $15AU will be charged for redirection providing the parcel is not already in transit. This fee is what Transdirect charges to alter an address once a label has been created.

This fee is to be paid by the Buyer.

Once Houseplant Hoarders has booked a Transdirect Collection of your item the address cannot be altered without paying this fee.  

If the Buyer does not wish to pay this fee, their order can be refunded less the initial postage fee of $15.

A fee of $5 will also be charged and deducted the initial order total to account for handling and loss of packaging. 

If you parcel has already been picked up and is is transit a fee of $25 to be paid for the Buyer for redirection.

This fee is is that Transdirect charges and whilst a lot, is unfortunately out of Houseplant Hoarders control.  

If the Buyer does not wish to pay this fee, their order can be returned to sender and refunded less the initial postage fee of $15 and a $5 handling fee ($20AU Total).

Houseplant Hoarders will not refund or replace orders that are lost due to customers checking out with incorrect delivery details and their parcels being stolen or claimed by someone else.

Compensation Claims for lost or damaged items sent via Auspost:

A compensation claim of up to $50AU plus postage costs can be lodged with Auspost for damaged or missing items that have not had extra insurance added to them. 

If you wish to lodge such claim, please contact Houseplant Hoarders via email so we can assist you.

AusPost compensation claims have to be done at the Senders request. Buyers cannot lodge compensation claims.

If your parcel has arrived damaged please take clear photographs of the box unopened and opened and of the damaged contents and email them to contact@houseplanthoarders.com 

Once lodged by Houseplant Hoarders, Auspost will investigate such claim and if found valid the buyer will be reimbursed the cost of their parcel or up to $50 whichever is less (plus shipping). 

Such compensation will be refunded back into the Buyers account using the method in which they paid for their order (eWay or PayPal). Such processing can take from 1-10 business days.

Claims which have been denied by AusPost unfortunately cannot be appealed.

If denied by AusPost compensation costs will not be subsidised by Houseplant Hoarders.

If you live in an area with an unreliable Postal Service we recommend contacting us prior to checking out to add postage insurance to your order. Such insurance costs varies between $1.50 and $6.50 and depends on the total cost of the order or how much you wish to insure it for.

We find heavily insured parcels nearly always arrive the next day and rarely go missing or end up damaged. 

Compensation Claims for lost or damaged items sent via Transdirect:

All Transdirect parcels are sent with insurance and require a signature upon delivery.

If your Transdirect parcel is lost or arrives damaged please contact us with some photographs showing the damage (if applicable) so we can process a claim on your behalf. 

If your claim from Transdirect is found valid you will be refunded the cost of your order including postage.  

Such compensation will be refunded back into the Buyers account using the method in which they paid for their order (eWay or PayPal). Such processing can take from 1-10 business days depending on your bank.

If denied by Transdirect, compensation costs will not be subsidised by Houseplant Hoarders.

Please note: Redirecting a parcel to being safe dropped after booking is NOT possible. If you wish for your parcel to be safe dropped a "Note" must be left at checkout instructing Houseplant Hoarders to do so.

Customers giving authority for parcels to be "Safe Dropped" void any transit insurance, and Houseplant Hoarders will not be responsible for parcels lost, damaged or stolen or offer any compensation.

If you choose to opt for Safe Drop you do so at your own risk. Please consider these risks and determine if you have a safe spot for parcels to be left prior to requesting safe drop. 

Tracking Lost Parcels:

Lost Parcels can be tracked via the Auspost or Transdirect website.

You can do this by using the tracking details emailed or texted to you. 

If your parcels tracking hasn't moved for a while or you think your parcel may be lost you can lodge an investigation online through the Auspost or Transdirect Website or by calling their customer service hotlines.

You don't need Houseplant Hoarders to do this on your behalf like you do a compensation claim, but feel free to email us if you are having any issues or are unsure of what to do.   

Most parcels arrive the following day after an investigation is lodged. 

In worst case scenarios the parcels are deemed lost and a compensation claim can be lodged (See Above)

Common Questions Regarding Shipping:

Q. Can you ship to WA if I have a Quarantine Certificate?

A. Houseplant Hoarders does not ship plants to quarantined states, including WA. Although a Quarantine Certificate would allow your plants to enter WA, it is a timely and costly procedure for a business to undertake that comes with many risks and start up fees. Being a small start up business, Houseplant Hoarders simply cannot afford the financial risks that come along with sending plants to WA. We apologise for the inconvenience, and will keep our WA Houseplant Hoarders in the loop if things change in the future. 

Q. Can a "note" with specific delivery instruction for my order be passed on to delivery staff/couriers?

A. Unfortunately orders sent via Auspost Express (plants and other smaller packages) do not come with the option to leave a note for your local Auspost Courier, so no we cannot include specific instructions for delivery. Larger items sent via Transdirect courier do come with this option but only 25 characters. Be sure to include any special instructions when checking out. Please note having your Transdirect Courier calling you ahead of time is not always an option we have available to us.

We can write special instructions on your parcels box, but can not guarantee that they will be followed by transit staff. 

Q. What happens if I am unable to sign for my parcel?

A. In most cases orders sent via AusPost Express will be carded for collection from your local Post Office if you're not home at the time of their delivery. If you wish for your parcel to be left at your door, follow the link on your AusPost confirmation email/text that allows you to give authority for your parcel to be left at your door. Please note that Houseplant Hoarders takes no responsibility for parcels stolen or lost after such authorisation has been given by the buyer.

Safe Dropping also voids any insurance you have placed on your item. 

If you would like to guarantee that your parcel is NOT safe dropped. Please checkout with the signature upon delivery option. Auspost charges an extra $2.95 for this service. This is an excellent idea if you don't have a secure spot for your parcel to be left, if you live in an apartment building or if you think your box may be left in the sun and cook.

All orders sent by Courier will carded for redelivery if nobody is present to sign for the parcel.

Once carded you can follow the link to choose the day you would like your parcel redelivered, to have your parcel signed for by a neighbour or to pick up at a local depo point.

Please Note any extra delivery attempts after the first may occur extra fees.

Such fees are to be paid by the buyer upon collection are are usually between $15-25AU.

If you wish for your parcel to be safe dropped you must make a note at checkout requesting this or contact Houseplant Hoarders prior to your parcel being booked. Once booked changes cannot be made and safe drop cannot be implemented. .

Q. If I make a purchase today can you hold my plants and ship on "date"

A. Whilst we are happy to hold purchases for short periods of times, we cannot do for more than a week (or more than one skipped Monday Shipping Day)

Unfortunately, holding plants for prolonged periods of times is hard to keep track of (one woman show here as far as packing and organisation goes!), leaves room for errors, takes up valuable shade house space and resources. 

If you would like us to hold your purchase and delay shipping please contact Houseplant Hoarders prior to checking out to confirm this is ok, whilst a week is a general rule, on some occasions we will not be trading during your requested date so cannot complete your request.

Q. What if my plants arrive damaged?

A. Due to the nature of sending living, perishable items by post we expect the odd blemish (a bent leaf, minor tears in foliage, a dropped leaf etc.) and some more delicate plants will require a day or so to bounce back after shipping.

Some more touchy plants like alocasia, begonias and crawling philodendrons may go into shock post transit no matter what we do.

These plants in most cases will bounce back after a few days and a bit of TLC.

The possibility of superficial damage and transit shock are risks you as a buyer accept, when purchasing a plant which will be bare-rooted and transited.

Plants will not be refunded, partially refunded or replaced for the aforementioned.

If however, your parcel arrives crushed or the contents appear to have been damaged due to rough manual handling via transit staff, take photographs of the parcel boxed and unboxed and send them to us at contact@houseplanthoarders.com so we can process a compensation claim via AusPost or Transdirect on your behalf. See above for more details regarding this procedure.

Q. Can you send my plants to "X" to have them chemically treated for Quarantine Shipping?

 Houseplant Hoarders is happy to ship your plants to a third party authority for quarantine treatment.

Organisation of such however, happens outside of Houseplant Hoarders and therefore is the sole responsibility of the Buyer. If you choose to use such treatment services please be aware that once your plants are packed and leave the hands Houseplant Hoarders they are no longer our responsibility.

Quarantine Treatment and Shipping can be detrimental to plant health and this is a risk the Buyer takes when employing such third party services.

Houseplant Hoarders will not be held responsible for any damage/losses these procedures or the excess transit times they create causes.

Houseplant Hoarders will under no circumstances refund, replace or partially refund any plants that are sent to third party treatment authorities. 

Please Note: Some treatment facilities ask for plants to be sent potted or they charge a potting fee, unless the plant's description specifically states "sent potted" your plant will be sent semi-bare rooted in moss. 

Please do not simply checkout out with "send potted"as a note, as this is not a service we offer unless stated in the products listing or with prior contact and agreement. 

 Please be aware that posting potted increases a parcels weight immensely and will occur extra fees for transit and specialised packaging which is to be paid for by the Buyer. 

If you have any questions regarding this please contact us prior to checking out. 

RETURN POLICY

All sales are final. Under Australian Consumer Law we do not accept returns for change of mind.

If you believe the item/s you received are significantly different than described or faulty please contact us. If your claim is found to be valid you may be entitled to a refund, less the postage and handling costs.

Returns and refunds will not be accepted for items damaged during transit. If you believe your product/s were damaged during transit a claim can be made through Transdirect or Auspost for reimbursement. Houseplant Hoarders will assist you through this process, but does not guarantee that claims will always be made in the buyers favour.

Houseplant Hoarders will not be held responsible for the health of plants that enter your care in good condition.

If you are unsure if a plant is right for your climate, set up or skill set please contact us prior to purchasing and we will assist you in making an informed decision.   

CANCELLING ORDERS BEFORE THEY ARE SENT

If for whatever reason you need to cancel your order prior to it being posted, please contact Houseplant Hoarders as soon as possible. Unfortunately once your order has been posted we can no longer cancel it.  

Refunds can take between 2-10 business days pending your bank and payment method.

These processing times are unfortunately out of Houseplant Hoarders control, but we do our best to have your refund actioned on our end within 24 hours.

Please Note: Cancelled orders paid by PayPal will be refunded LESS the PayPal Fees charged.

PayPal does not reimburse Sellers fees when an order is refunded. It is the Buyers responsibility to pay these fees if they have made an error or wish to cancel their order due to no fault of Houseplant Hoarders.

(As of May 2020: PayPal Fees are 3% of the total plus $0.33 per transaction).

All refunded orders occur a handling fee of $3.00.

 

WHY WAS MY ORDER CANCELLED?

Orders may be cancelled by Houseplant Hoarders if:

- Items purchased are no longer available due to unexpected damage, decline or we believe they are for whatever reason not up to the standard they were advertised as. Buyers will be contacted directly regarding this and offered substitutes if available. In these cases any PayPal transaction fees lost will be paid by Houseplant Hoarders and no handling fees will be charged.

- Incorrect Shipping Zones/Rates are selected for Local Delivery and money is owed. If Buyer has not responded to correspondence or settled funds owed within 10 days of purchase, their order will be cancelled and refunded less any PayPal fees occurred and handling.

- Local Delivery is selected to areas not within our delivery radius and items purchased are not able to be posted, or require additional postage fees, which remain unpaid. In this case Buyer will be refunded the cost of their order less any PayPal and handling fees.

- Large or XL Plants which are available for Local Delivery Only have been purchased by Buyer with a delivery address outside of our delivery zone. In this case Buyer will be refunded the cost of their order less any PayPal and handling fees. 

FALSE CREDIT CARD CHARGEBACKS

Buy placing an order through this website, the Customer confirms that they are legally authorised to use the payment method at checkout. 

Houseplant Hoarders reserves the right to seek legal action against any persons who commit or are are believed to commit "Friendly Fraud" via the use of false Credit Card Chargebacks.

All information of such persons will also be passed directly onto the QLD Cybercrimes UnIt for further investigation. 

PAYMENT METHOD

We accept payment via Credit Card and Paypal. Bank transfer is also available for large or bulk purchases.

All payments are processed through eWay, a secure third party checkout system used by Wix hosting. Houseplant Hoarders does not retain any payment information, such as credit card details.

RETAILER/WHOLESALE INQUIRIES

We love to support small business and Makers, so if you would like to stock your plant-related products on the Houseplant Hoarders website, please Contact Us with the details of your request. Be sure to include a product descriptions and images, a price list and any minimum order requirements in your email.  We will do our best to respond to you within 2 business days.

Currently we are not offering wholesale on our plants due to their limited supply.

We however, do distribute our own line of plant care products. 

Details can be found on The Hoarder's Plant Care Website.

If you have any questions or queries about anything mentioned above please Contact Us for more information.

 

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