Shipping & Payment Policy

Shipping Destinations

Where We Ship

All orders ship from Sydney, NSW, Australia.

We ship all over Australia, including Western Australia and Tasmania. We do not ship seeds outside Australia.

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Order Acceptance

All orders are subject to acceptance and available stock. We reserve the right to refuse, cancel, or limit quantities on any order at our discretion for any reason, including but not limited to suspected fraud, pricing errors, or stock unavailability.

Orders are considered accepted when dispatched from our warehouse. You will receive a dispatch confirmation email at that time.

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Payment Processing

We process orders only after receiving cleared payment.

• Credit/Debit Cards: Payment clears immediately. Order enters the processing queue within the stated processing times.
• PayPal: Payment clears immediately. Order enters the processing queue within the stated processing times.
• Bank Transfer: Please allow 2-3 business days for payment to clear and be verified before your order enters the processing queue.
• Unpaid Orders: Orders not paid within 7 days may be cancelled.

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Delivery Options and Prices

Standard Post and Parcels (Australia Post or Courier)

Typical delivery time: 3 to 10 business days. Remote WA and NT may take longer.

Order Processing Time

Standard Processing: We endeavour to pack your order within 1 to 2 business days from receipt of cleared payment. Weekends and public holidays excluded. Transit time is additional.

Carrier Selection: We select the most economical and efficient shipping method for your order, which may be Australia Post or a courier service. Current courier partners include 
Aramex, Couriers Please, and Direct Freight Express, which may change without prior notice. Carrier selection is at our discretion and may change based on availability and service levels.

Western Australia Orders: WA orders are packed each Thursday and handed to Australia Post on Friday. Please place WA orders before Wednesday 11:59 PM Sydney time for Friday dispatch. See the WA section below for details on the quarantine inspection.

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Understanding Transit Times

Transit time is ADDITIONAL to an order processing time and begins the next business day after we pack and dispatch your order.

How to Calculate Total Delivery Time:

Order Placement → Processing (1-2 business days) → Dispatch → Transit Time → Delivery

Example: If a shipping service shows "3-7 business days delivery":

• This means 3-7 days AFTER we dispatch your order
• NOT 3-7 days from when you placed your order
• You must add our 1-2 business day processing time to calculate the total delivery timeframe

Transit Speed Depends on Service Selected:

The speed of delivery depends entirely on which shipping service you selected at checkout:

• Untracked Letter: Slowest (4-12 business days transit after dispatch); in most cases, 3-8 business days
• Tracked Letter: Moderate (3-7 business days transit after dispatch)
• Express Post: Fastest (1-2 business days transit after dispatch)

Need it Faster or Want Tracking Visibility?

• For faster delivery: Select Express Post at checkout
• For shipment visibility and peace of mind: Select any Tracked or Express service at checkout

All transit times exclude weekends and public holidays.

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Delivery Process

Authority to Leave

Unless you purchase Signature on Delivery service, Australia Post and couriers have the authority to leave parcels at your address without obtaining a signature.

By placing an order without selecting Signature on Delivery, you explicitly authorise carriers to leave parcels unattended at the delivery address.

How Carriers Deliver

Untracked Letters (including to apartments/business complexes):

• Will be delivered to your designated mail spot (letterbox, mailroom, mail slot, reception area, etc.)
• The courier or Australia Post will NOT knock on your door or hand deliver to you in person
• No signature or personal contact is required or provided
• This is standard letter mail service
• If you require personal hand-over service, you MUST upgrade to Signature on Delivery

Tracked Parcels (Standard Delivery - No Signature):

When the carrier arrives at your address, they will:

1. Attempt to leave in a safe place, regardless of whether someone is home or not, which may include:
   • Letterbox (if parcel fits)
   • Front porch or doorstep
   • Side entrance or back porch
   • Under carport or in garage (if accessible and appears safe)
   • Behind bins or screening
   • With a neighbour (at the carrier's discretion)
   • In the apartment mailroom or parcel locker
   • At a business reception
2. Leave a collection card if no safe place is available:
   • The card will indicate the nearest Australia Post facility or collection point
   • Parcel will be held for collection (usually 10-14 days)
   • Collection requires ID matching the delivery name and address

What Constitutes a "Safe Place":

Carriers use their discretion to determine if a location is safe based on:

• Protection from the weather
• Not visible from street/public areas
• Appears secure from theft
• Accessible without trespassing

We and the carriers are NOT liable for parcels left in locations deemed "safe" by the carrier, even if theft or damage subsequently occurs.

Failed Delivery Attempts

If Carrier Cannot Deliver:

1. Collection Card Left: Physical card in the letterbox or a digital notification sent
2. Parcel Held: At post office or collection point (pharmacy, newsagency, petrol station, etc.)
3. Collection Period: Usually 10-14 days before return to sender
4. ID Required: Government-issued photo ID matching the name and address on the parcel

Your Responsibilities:

• You must have the ability to get to the post office or collection point and pick up the parcel
• Monitor your letterbox for collection cards
• Check email/SMS for digital notifications
• Collect promptly, especially before weekends, if the order contains perishable items (plants, bulbs, tubers, garlic)

CRITICAL: We do not take responsibility for damage to perishable items when parcels are not picked up from collection points before the weekend.

Uncollected Parcels

If your parcel is not collected from the post office or collection point within the holding period (typically 10-14 days), the carrier will return it to us.

Consequences of Uncollected Parcels:

• Return Postage Costs: You will be charged return freight costs
• Perishable Items: If plants, bulbs, tubers, garlic, or seed potatoes have been damaged or perished due to delayed collection, you will be charged for these items
• Reshipment: If you want the order reshipped, you will pay:
  • ACTUAL freight costs (not capped rate) - see Reshipment Policy
  • Replacement cost of any perished items
  • No guarantee of replacement stock availability

To Avoid These Charges: Collect your parcels promptly. Monitor tracking and set reminders if needed.

Proof of Delivery

Authority to Leave Limitation:

Standard delivery with Authority to Leave does not provide Proof of Delivery (POD) documentation.

We cannot provide POD documentation for parcels delivered under Authority to Leave.

If your business or personal records require Proof of Delivery, you must select the Signature on Delivery option when placing your order. Only Signature on Delivery provides POD documentation.

Carrier Selection

We Choose Your Carrier:

To provide you with the best value and service, we select the most economical and efficient shipping method for each order. Your order may be shipped via Australia Post or one of our courier partners: Aramex, Couriers Please, or Direct Freight Express.

Carrier selection is at our sole discretion and may change based on:

• Order size and weight
• Destination location
• Service availability
• Carrier performance

You cannot request a specific carrier.

Delivery Notifications

Tracking Updates:

• SMS or email notifications when the parcel is out for delivery (if the carrier provides this service)
• Notification when delivered or available for collection
• Not all carriers provide real-time tracking updates

Important: Tracking notifications are automated by the carrier. We do not control the frequency or timing of these updates.

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Signature on Delivery

What is Signature on Delivery?

Signature on Delivery is a premium service that requires the carrier to obtain a signature from a person at the delivery address before leaving the parcel.

This service provides:

✓ Personal handover of your parcel
✓ Confirmation of receipt
✓ Proof of Delivery (POD) documentation
✓ Added security against theft
✓ Peace of mind for valuable or important orders

How Signature on Delivery Works

Delivery Attempt:

1. Carrier will knock on door or ring doorbell
2. Carrier will wait a reasonable time for someone to answer (typically 1-2 minutes)
3. A person must be present to receive and sign for the parcel
4. Carrier will verify the delivery address (not identity of signer - see below)
5. Signer must sign on carrier's device or paper docket
6. Parcel is handed directly to the signer

If No One is Home:

• Carrier will NOT leave the parcel unattended
• Collection card will be left in letterbox
• Parcel taken to post office or collection point
• You must collect with photo ID matching delivery name and address
• Signature required at collection point

Who Can Sign?

Any responsible person at the delivery address can sign including:

• The addressee (person named on order)
• Family member or household resident
• Flatmate or co-resident
• Business reception staff or colleague
• Building concierge or security
• Neighbor (if carrier asks them to accept on your behalf)

Important Limitations:

Carriers typically verify the address is correct, not the identity of the person signing. This means:

• Carrier may not ask for ID from the person signing
• Carrier may not verify that the person's name matches the order
• Anyone at the address can sign and accept the parcel

Our Liability:

Once a signature is obtained at the delivery address, the parcel is considered delivered and all liability transfers to you.

We are not responsible if:

• The wrong person at your address signs for and accepts the parcel
• A family member, flatmate, or neighbour signs without your knowledge
• You dispute that you authorised that person to receive parcels
• The parcel goes missing after a valid signature was obtained at your address

To Protect Yourself:

• Inform household members about expected deliveries
• Advise reception/concierge staff that you're expecting a parcel
• Provide special delivery instructions in order notes (though we cannot guarantee carriers will follow these)

Age Verification

Signature on Delivery does not include age verification unless specifically stated for restricted items.

If you require proof of age (18+) for the recipient, this must be arranged separately with us before dispatch. Additional charges may apply.

ID Requirements

At Time of Delivery to Your Door:

• Carriers may or may not ask for ID when delivering to your address
• This varies by carrier and courier driver
• If ID is requested, it should match the delivery address (not necessarily the name)

At Collection Point (if delivery failed):

• Government-issued photo ID is required
• ID must match the name and address on the parcel label
• Driver's license, passport, or proof of age card accepted
• Bills or bank statements are typically not accepted

What Signature on Delivery Does NOT Include

Signature on Delivery provides only basic delivery confirmation. It does NOT include:

✗ Guaranteed delivery by a specific date or time
✗ Guaranteed morning or afternoon delivery
✗ Delivery to a specific person by name
✗ Age verification (unless separately arranged)
✗ Insurance for high-value items (contact us for insurance options)
✗ Protection against internal theft (e.g., a person at your address steals it after signing)
✗ Weekend or after-hours delivery
✗ Multiple delivery attempts (typically 1-2 attempts only)
✗ Special delivery instructions (carriers may not follow your notes)

Signature on Delivery for Business Addresses

Business Hour Restrictions:

• Couriers typically attempt delivery during business hours only (Mon-Fri, 9am-5pm)
• If your business is closed, the parcel will be taken to the collection point
• No evening or weekend delivery attempts for standard Signature service

Reception Signature:

• Reception or mail room staff can sign on your behalf
• We are not responsible for internal distribution within your business
• Once signed by any staff member, the parcel is considered delivered

Failed Signature Delivery Attempts

How Many Attempts?

• Australia Post: Typically, 1 attempt, then the collection card is left
• Couriers: Typically 1-2 attempts over 1-2 days
• No guaranteed number of attempts

After Failed Attempts:

• Parcel held at the post office or collection point
• Collection card left with collection details
• You must collect - no further delivery attempts
• Must collect within the holding period (10-14 days) or return to the sender

Signature Service Cost

Varies by the service or carrier, displayed at the time of checkout.

This fee covers:

• Signature requirement flagged with the carrier
• Personal handover attempt
• Proof of delivery documentation
• Collection card service if delivery fails

When to Choose Signature on Delivery

We Recommend Signature Service If:

✓ You live in an area with package theft concerns
✓ You live in an apartment and want personal handover, not mailroom delivery
✓ You require Proof of Delivery for business records
✓ Your order contains high-value items
✓ You want peace of mind that your parcel won't be left unattended
✓ You have specific concerns about theft or loss
✓ You are ordering perishable items and want to receive them immediately

Limitations and Disclaimers

We Are Not Responsible For:

• Delivery delays due to no one being home for the signature
• Parcels held at collection points because you weren't home
• Signature obtained from an unauthorised person at your address (family member, neighbour, etc.)
• Internal theft after a valid signature is obtained
• Failed delivery attempts are outside our control
• Carrier is not following the special delivery instructions you provided
• Perishable items damaged while held at the collection point, awaiting your collection

Transfer of Risk:

Once a signature is obtained (whether at your door or at a collection point), all risk and liability transfer to you immediately. The parcel is considered delivered, and we are not responsible for any subsequent loss, theft, or damage.

Proof of Delivery Documentation

How to Obtain POD:

If you require Proof of Delivery documentation for your records:

1. Wait until tracking shows "Delivered"
2. Contact the carrier directly (Australia Post, Aramex, Couriers Please, or Direct Freight Express)
3. Request POD using your tracking number
4. POD typically shows: signature image, date/time, and GPS location

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Tracking and Delivery

Dispatch Notifications

You will receive a dispatch email with a tracking number if you selected a tracked mail option when your order ships from our warehouse. Please check your spam/junk folder if you don't receive this email within the stated processing time.

Untracked Letter Deliveries

Orders with untracked service may be sent as untracked letters:

• No tracking number provided
• No signature required
• No delivery confirmation
• Delivery time: 4-12 business days after dispatch, sometimes longer to remote areas; in most cases, 3-8 business days
• We cannot investigate or replace lost untracked letters
• Upgrade to tracked delivery available at checkout for $4.00

CRITICAL Limitations for Untracked Letters:

• Residential addresses recommended - Most untracked letter orders require delivery to a residential letterbox
• NOT suitable for Parcel Lockers - Untracked letters cannot be delivered to parcel lockers
• NOT suitable for some PO Boxes - May not receive collection notification
• No delivery confirmation - You will not know when/if the letter was delivered
• No recourse for lost letters - We cannot investigate or replace letters that don't arrive

If you need delivery confirmation or tracking visibility, you MUST upgrade to tracked delivery ($4.00) at checkout.

Tracking Number Activation

• Standard Orders: Tracking activates when Australia Post scans the parcel, usually the next business day after you have received the tracking number from us.
• WA Orders: Tracking activates AFTER Quarantine inspection (up to 10 business days from our dispatch date)
• TAS Orders: Minor delay possible during biosecurity paperwork processing

Delivery Locations

We can ship to:

• Residential addresses (recommended for letter mail orders)
• Business addresses (include business name)
• PO Boxes
• Parcel lockers (not suitable for small orders in letter mailers)
• Rural addresses (allow an additional 2-5 business days)

Important:

• Most untracked letter orders require delivery to a residential letterbox. 
• Parcel Lockers may not be suitable for untracked or tracked letters.

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Delivery Timeframes and Late or Missing Orders

Dispatch and delivery times are estimates only. Events outside our control, such as weather, public holidays, industrial action, or carrier delays, can affect timing.

We use Australia Post and most carriers' guidelines to decide when an order is considered late or missing.

When an Order is Considered Missing

Service	Usual delivery time	Time before an order is counted as missing	Review period before replacement
Economy delivery	3 to 7 business days	20 business days	2 to 3 business days
Express delivery	1 to 3 business days	5 business days beyond Australia Post's estimate	2 to 3 business days

 

What to do if your order hasn't arrived:

1. Check your tracking information (if provided)
2. Check with your local Australia Post delivery centre or courier collection point
3. If still missing after the timeframes above, contact us with your order number and tracking details (if any)

Delivery Guarantee

If your order is lost or damaged in transit, we will work with you to reach a fair resolution, which may include a full refund, an upgrade to tracked delivery, or a one-time replacement.

If we resend an untracked order, the replacement is final and sent at your own risk. No further refund or replacement will be provided for the replacement order.

Necessary: We will NOT replace or refund orders simply because they were delivered later than estimated. Delivery delays do not qualify for replacement.

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Customer Responsibilities

As the customer, you are responsible for:

• Accurate Address: Providing a complete and accurate shipping address, including the correct postcode, unit/apartment numbers, and building names
• Contact Details: Providing a valid phone number and email address
• Safe Delivery Environment: Maintaining a safe environment for carrier delivery personnel, including:
  • Restraining dogs and other animals that may pose a threat to carriers
  • Keeping pets away from delivery areas
  • Clearing pathways of tripping hazards, obstacles, and debris
  • Ensuring safe access through gates and walkways
  • Providing adequate lighting and safe steps/handrails
  • Carriers may refuse delivery if they determine the location is unsafe. We are not responsible for delays or collection requirements resulting from unsafe delivery environments. Redelivery fees may apply to the customer in some instances.
• Monitoring Delivery: Once dispatched, it is your responsibility to track your order using the tracking number provided if you chose a tracked service. Check tracking regularly.
• Collection: You must be able to reach the post office or collection point to pick up parcels if a collection card is left. This is your responsibility.
• Timely Collection: Collecting parcels from post offices or collection points within 2 weeks to avoid return to sender
• Weekend Collection: Collecting parcels before weekends if they contain perishable items (plants, bulbs, tubers, etc.)
• Safe Delivery Location: Arranging a safe place for delivery or being available to receive signature items
• Local Check: Checking with your local post office or collection point if tracking shows delivered, but you haven't received the parcel
• Inspection: Inspecting parcels upon delivery for any visible damage
• Timely Reporting: Notifying us within 3 business days if the parcel appears damaged on delivery

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Address Accuracy and Undeliverable Orders

Customer-Provided Address Errors

We are not responsible for orders sent to incorrect, incomplete, or outdated addresses provided by the customer.

If Australia Post or a courier returns an order to us as undeliverable due to:

• Incorrect address
• Incomplete address
• Incorrect postcode
• Addressee moved
• Customer refused delivery

The customer will be charged the actual reshipping costs to resend the order. Alternatively, orders returned as undeliverable may be refunded minus:

• Original shipping costs
• Return shipping costs (if charged by carrier)
• 15% restocking fee

Changing Your Delivery Address

Once an order is placed and payment received, we cannot guarantee amendments. Orders may be packed within hours of receipt during regular periods, or within 1-4 days during peak seasons.

If you need to change your delivery address:

• Contact us immediately by phone (1800 733 399) or email
• Provide your order number
• We will accommodate the change if the order has not yet been dispatched
• We cannot change the address once the order is handed to Australia Post

We cannot add items to existing orders or split orders after they are placed.

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Reshipment Costs and Capped Rate Policy

CRITICAL: Capped Shipping Rates Apply to First Shipment Only

Our advertised shipping rates are subsidised, capped rates that apply ONLY to the first/original shipment of your order. These capped rates are significantly below actual carrier costs in many cases, particularly for heavy items and remote locations.

Reshipment at Actual Cost:

If your order is returned to us for ANY reason, including but not limited to:

• Incorrect, incomplete, or outdated address provided by the customer
• Customer refused delivery
• Customer failed to collect from the post office or the collection point within 2 weeks.
• Addressee unknown or moved
• Any other delivery failure

AND you request us to resend the order, you will be charged the full actual postage cost charged by the carrier, NOT the capped rate you originally paid.

Example: Customer orders 20kg seed potatoes and pays capped rate of $15.95. The actual carrier cost to us is $34.75. If the order must be reshipped for any reason, the customer will pay $34.75 plus the actual freight cost for reshipment.

No Exceptions: This policy applies regardless of fault. The capped rate subsidy is a one-time offer per order. We absorb significant shipping costs on the first attempt; we cannot absorb them twice.

Your Options if Order is Returned:

1. Pay actual freight cost for reshipment (amount will be quoted before processing)
2. Request a refund minus original shipping, return freight (if charged to us), damaged items (if applicable, in cases where perishable goods), and 15% restocking fee
   

We cannot add items to existing orders or split orders after they are placed.

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Damaged Parcels on Delivery

If a parcel arrives with visible external damage to the packaging:

1. Photograph the damaged packaging before opening
2. Open carefully and check the contents immediately
3. Photograph any damaged items inside
4. Contact us within 3 business days with:
   • Your order number
   • Photos of damaged packaging
   • Photos of damaged contents
   • Description of the damage
5. Keep all packaging until the issue is resolved

We will work with you to resolve the issue fairly. This may include replacement or a refund, depending on the nature and extent of the damage.

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Multiple Orders to Same Address

Suppose you place multiple separate orders to the same recipient and address within a short timeframe. In that case, we may combine them into one shipment at our discretion to reduce packaging waste and shipping costs.

If we combine orders:

• Only one shipping charge will apply (the highest tier applicable)
• You will receive one tracking number for the combined shipment
• Combined orders may take slightly longer to process

We cannot guarantee that orders will be combined. If you want items sent together, please place them in a single order.

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Limitations and Liability

Carrier Delays and Issues

All delivery timeframes are estimates only, not guarantees. We are not responsible for and cannot control:

• Australia Post or courier delays
• Missed delivery attempts by the carrier
• Weather-related delays (floods, cyclones, bushfires, storms)
• Remote area delivery extensions
• Public holiday delays
• Industrial action affecting postal services
• Carrier routing decisions
• Incorrect delivery by the carrier to the wrong address or location
• Parcels left at collection points
• Lost or delayed untracked letters

Transfer of Risk

Risk and responsibility for your order transfers from us to you when:

• Parcel is delivered to the specified address
• Parcel is left in a safe place at the delivery address
• Parcel is scanned as delivered by the carrier
• Parcel is available for collection at the post office/parcel locker, and a collection card has been left
• Tracking shows "delivered"

After the carrier confirms delivery, we are not liable for:

• Theft from the delivery location
• Weather damage after delivery
• Loss after delivery
• Damage after delivery

Force Majeure

We are not liable for failure or delay in fulfilling orders due to circumstances beyond our reasonable control, including but not limited to:

• Natural disasters (floods, fires, earthquakes, storms, cyclones)
• Pandemics or epidemics
• Government actions, restrictions, or regulations
• Quarantine regulation changes
• Biosecurity requirement changes
• Carrier or postal service failures or strikes
• Supplier failures or shortages
• Technology failures or cyber attacks
• Power outages
• Any other force majeure events

In such circumstances, we will make reasonable efforts to notify affected customers and fulfil orders when able, but we accept no liability for delays or inability to fulfil orders.

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Important Notes

• Payment Required: We process orders only after payment is cleared.
• Shipping Rates: Postage rates are per order. Rates are subject to change without notice due to carrier price increases. The rate displayed at checkout applies to your order.
• No Discount on Shipping: Shipping charges are not discounted during product sales or promotional periods.
• Order Combining: We may combine multiple orders for the same recipient at the same address into a single shipment at our discretion.
• Business Days: All timeframes refer to business days (Monday-Friday), excluding weekends, public holidays, and our closure periods.
• Stock Availability: While we strive to maintain accurate inventory, items may sell out. We will notify you if any items are unavailable.
• Privacy: Your shipping details are provided to Australia Post/couriers solely for delivery purposes. Tracking emails are automated. See our Privacy Policy for complete information on data handling.

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