Shipping policy

 

This Shipping Policy applies to orders placed through whitakersgardencentre.shop for delivery in Australia. It should be read with our Terms of Service and Return and Refund Policy. Nothing in this Policy excludes, restricts or modifies rights under the Australian Consumer Law.

Free Standard Delivery

All orders receive free standard delivery. No standard shipping fee is charged at checkout. If an optional premium service, special handling service or non-standard delivery service is offered, its price and conditions will be shown before the customer agrees to purchase it.

Delivery Estimate

Our usual estimated delivery time is 15–20 days after the order is confirmed, unless a different estimate is clearly disclosed before purchase. The estimate includes ordinary processing and transport but is not a guaranteed arrival date. Delivery to remote locations, plant-health checks, quarantine restrictions, split shipments, severe weather, peak periods, customs or carrier disruption may affect timing. We may adjust dispatch timing for living plants to reduce avoidable exposure to extreme heat, cold or weekend transit.

If we become aware of a material delay, we will provide updated information when reasonably possible. If we cannot supply goods within the agreed time or, where no binding time was agreed, within a reasonable time, we will provide a solution required by the Australian Consumer Law, which may include a refund or replacement depending on the circumstances.

Order Processing

Orders are processed after payment and fraud checks are completed. Multiple items may be shipped separately because of size, availability or fulfilment location. Separate parcels can arrive on different days without additional standard-delivery charges. Dispatch and tracking notices are sent to the contact details supplied at checkout when available.

Delivery Area

We deliver to serviceable addresses in Australia that can safely and lawfully receive the ordered goods. Some remote, island, restricted-access, PO box or parcel-locker addresses may not accept living plants, chemicals, soil, oversized pots or other regulated goods. If an order cannot lawfully or safely be delivered to the supplied address, we will contact the customer to seek an alternative serviceable address or provide another lawful solution.

Interstate Quarantine and Biosecurity

Australian states, territories and quarantine zones strictly control the movement of some plants, seeds, nursery stock, soil, potting mix, timber and other plant material. Restrictions differ by origin, destination, species and current pest or disease controls. We check applicable restrictions before dispatch and may require additional information, certification or treatment. We may cancel an affected item where lawful delivery is unavailable and will refund the amount paid for that item. Customers must not ask a carrier to redirect regulated goods into another jurisdiction or quarantine zone without confirming the movement is lawful.

Address Accuracy and Access

Customers must provide a complete and accurate name, email address, telephone number and delivery address. Before dispatch, address correction requests should be emailed immediately to info@whitakersgardencentre.shop. We will try to assist, but a change may not be possible after fulfilment begins.

For heavy or oversized pots, planters, garden structures and outdoor goods, the customer should check gates, paths, stairs and other access points against the package dimensions. The delivery area must be safe and reasonably accessible. Unless an enhanced service is expressly purchased, standard delivery does not include unpacking, planting, potting, assembly, installation, packaging removal or moving existing goods.

Tracking and Delivery Contact

Where tracking is available, we will send a tracking number or delivery update. Plant, hazardous-goods or oversized-item carriers may contact the customer to arrange delivery. Customers should monitor the email address and telephone number supplied with the order and collect living goods promptly if held at a collection point. Tracking events are carrier estimates and may not update in real time.

Authority to Leave and Proof of Delivery

If a customer expressly authorises a carrier to leave goods unattended, delivery may be completed at the nominated safe place. The customer should consider the risk of weather, theft and access by other people. An authority-to-leave request does not remove any rights for goods that were not delivered as agreed, were damaged before delivery or fail to meet consumer guarantees. We or the carrier may decline to leave an item where the location is unsafe or unsuitable.

Missed or Failed Delivery

If delivery cannot be completed because no authorised recipient is present, access is unsafe, the address is incorrect or a required appointment is missed, the carrier may attempt redelivery, hold the goods or return them. We will work with the customer on a reasonable solution. A reasonable redelivery or return cost caused by information or circumstances within the customer’s control may be charged only if disclosed and lawful. Such a charge will not apply where failed delivery was caused by us or the carrier, or where law requires us to bear the cost.

Inspection, Damage and Missing Items

Customers should inspect packages and goods as soon as reasonably practical. Visible transport damage, missing cartons, incorrect items or missing parts should be reported promptly to info@whitakersgardencentre.shop with the order number and, where possible, photographs of the goods, packaging and shipping label. Do not discard packaging until we advise whether it is needed for assessment or collection, unless keeping it is unsafe. Prompt reporting helps investigation but does not shorten or remove rights under the Australian Consumer Law.

Lost Parcels

If tracking shows no movement for an unusual period, shows delivery when the goods were not received, or an estimated delivery window has passed, contact us. We will investigate with the carrier and provide an appropriate outcome. Customers are not required to pursue the carrier as their only remedy where we are responsible as seller.

Risk and Safe Receipt

Risk passes on delivery to the customer or a person authorised by the customer, subject to applicable law and the circumstances of delivery. Customers should not accept or move a package if doing so is unsafe. Any serious safety concern should be raised with the carrier and reported to us.

Order Changes and Cancellations

Requests to change or cancel an order should be emailed immediately. We will make reasonable efforts to assist before dispatch but cannot guarantee changes once processing begins. If goods have already shipped, the Return and Refund Policy applies. If we cancel because goods cannot be supplied, any amount paid for the cancelled goods will be refunded.

Contact

Email: info@whitakersgardencentre.shop