FAQ
How can I place an order?
There are 5 ways you can place an order with us:
• Phone: 1300 606 242 (credit card orders and enquiries only)
• Fax: 1300 696 454 (credit card orders only)
• Online: www.gardenexpress.com.au
• Email: [email protected]
• Mail: Garden Express
REPLY PAID 68541
Monbulk VIC 3793
Can I visit the Garden Express shop in person?
Yes, we welcome personal shopping. Our shop address is 470 Monbulk Rd Monbulk VIC 3793 and our opening hours are 8.00am-3:30pm Monday to Friday (excluding public holidays) and 10am-2pm Saturday, excluding public holidays.
If visiting in person we recommend calling us first so that we can confirm stock is available and prepare your order for pickup. This will save you time on arrival.
Where do you deliver to?
We deliver throughout mainland Australia and Tasmania, usually via Australia Post. Some products cannot be sent to some states due to quarantine restrictions.
Unfortunately, we do not deliver to remote islands and Territories such as Christmas Island, Lord Howe Island, Norfolk Island, Cocos Islands, Groote Eylandt (Alyangula) due to limited deliveries, long transit times and local quarantine restrictions.
I live outside Australia, can I place an order?
Yes you can as long as the delivery address is within Australia. This makes Garden Express a great way to send a gift to family or friends in Australia when you are living overseas.
What are the delivery charges?
Delivery is the same Australia-wide though a quarantine surcharge applies to some states. Refer to Delivery Charges for more details.
Why does quarantine apply within Australia?
Each state within Australia has a Department responsible for plant quarantine within that state. Plant quarantine restrictions are applied to protect both agricultural and environmental assets of the state by restricting plant products that are known or potential weeds in that state’s environment or have the potential to carry pests or diseases that will have an adverse affect on the state. As each state has a unique environment, restrictions vary between states. In some cases plant products are permitted entry into the state but only if the plant product has been treated in a specified manner or conforms to restriction on where it has originated.
Severe penalties can apply for breaches of quarantine restrictions and you should take care when acquiring plant products from interstate to ensure that the supplier understands and is abiding by state quarantine restrictions to avoid damaging your state’s agriculture or environment.
Does quarantine apply to my order?
Please note that each state has its own restrictions and you need to check the details of individual products to see if you can include the product in your order. If you accidentally include a restricted product in your order, or restrictions change after your order is submitted, we will adjust your order accordingly. A Quarantine Inspection Surcharge applies to ALL orders containing plant goods (including bulbs and seeds) going to Tasmania, Northern Territory or Western Australia as orders are inspected by state authorities regardless of contents (orders without plant goods are usually labelled as such and don’t have a quarantine surcharge applied).
As additional order preparation and processing is required on our part, and inspection fees are payable for deliveries to these states, the Quarantine Inspection Surcharge is applied to cover some of the additional cost incurred in sending orders to these states. Orders to these states may take a little longer in transit as well due to the delay of inspection. If a Quarantine Inspection Surcharge is applied to your order and we find that it isn’t required for the specific contents of your order we will refund the surcharge or include an extra item to the value of the Surcharge in your order.
Do I have to register to place an order?
No, you can place an order without registering if you wish. There are benefits to registering but if you don’t want to then simply leave the Username and Password fields empty when placing an order.
I have been a Garden Express customer before – do I already have an account?
The Online Profile feature was introduced in 2009 so unless you have created one since then, you won’t have an Online Profile. It is in addition to your customer account which every customer has regardless of how they placed their order. As indicated above you don’t need an Online Profile to place an order but it is handy as once you create your Online Account you don’t have to enter all your details each time you place an order online.
Where do I find out my account number?
Your account number is typically a 5 or 6 digit number (though long standing customers have been around long enough to have 4 digit account numbers!). You will find your account number printed on the mailing fly sheet that accompanied of your catalogue if it was mailed to you – it is just above your address details. It is also shown on a copy of your invoice included with your order when delivered.
If you can’t find it, don’t panic as we can usually find it using your name and address details if these are unchanged (tell us your old address in the ‘Your note to us’ field at the bottom of your ‘Order Summary’ if it has changed since your last order and you don’t have your account number). If you want you can always give us a call and we will be happy to look it up for you.
I tried to create an Online Profile but it won’t accept my Username?
If the web site won’t accept your Username it means that it is already taken by someone else. Either think of a different Username or just modify the one you want by adding some numbers or letters to it so that it is unique.
I have forgotten my Username and/or Password – what do I do?
We can’t tell you your Username or Password but if you go to Recover Password online, your profile details will be emailed to the email address you used when you created your Profile. For this reason you should ensure that your Online Profile is always up to date.
How do I update the details of my Online Profile?
Updating your Online Profile is easy, simply login and click on the Account details link listed under ‘My Account’. From here you can change address details, contact information (including email address) and change your password using the relevant link on the details page.
What do I do if I have an existing credit on my account?
Currently it is not possible for the web site to hold details of past credits you have on your account. Therefore you need to tell us when you place your order that you think you may have an existing credit. Use the ‘Your message to us’ field at the bottom of the Checkout page to tell us about your credit. You don’t need to tell us the exact amount as we will check your account when we process your order and refund the amount of your credit.
I am sending this as a gift – can I specify a message to the recipient?
You can specify a different delivery address to your own for your order and you can tell us the name of the recipient and any message you have using the ‘Your message to us’ field at the bottom of the Checkout page). If you want your gift delivered for a particular date, tell us that as well. We will try and have the order delivered close to the desired date though factors such as varying delivery times and quarantine delays make it difficult to achieve the exact date at all times.
I am going away – can I have my order delivered when I get home?
If you know you will be away when you place your order, you can use the ‘Your message to us’ field
at the bottom of the Checkout page
to tell us when you will be away and we will hold your order until you are home.
What credit cards do you accept?
You can pay using Visa, MasterCard, Diners Club and American Express accounts.
Do I have to use a credit card to place an order online?
No. PayPal allows you to pay using several different methods including using your debit account as well as credit and charge cards. Refer to Paypal for more information.
Do I have to have a PayPal account to pay via PayPal?
No. PayPal allows you to pay without having your own PayPal account. Refer to Paypal for more information.
I had a problem using the payment gateway – what do I do?
Occasionally there is a communication problem when eway payment gateway or PayPal is interacting with your bank to process your payment. If this happens the payment may not complete successfully and your order will remain in our system marked ‘Not finished’. If this is the case you should contact us and we can check whether your order has completed processing successfully or whether you should take further action. If you have created your own Online Profile, your incomplete order will be accessible and you can continue where you left off.
How is my order delivered?
Most orders are delivered by Australia Post. If your order is large (typically over 1m long or comprising several packages) it will be delivered via StarTrack couriers. If we don’t have a street address for a large order, your order will be delayed until we have been able to contact you and obtain a street address. The delivery charge for your order will be the same regardless of whether we decide to send it via Australia Post or StarTrack.
I have a PO Box – is that a problem?
If your order is to be sent via StarTrack rather than via Australia Post, we need a street address for delivery as StarTrack cannot deliver to PO Boxes, RSDs or similar Australia Post specific addresses.
How long does delivery of my order take?
Orders (except Pre-orders) are normally despatched within 10-14 working days from the time of ordering or the advised delivery commencement date listed for a catalogue. Delivery times may be extended during busy periods (typically following the release of the latest catalogue), extended public holidays or if extreme weather conditions are not suitable for live plant transport. Individual items may be back-ordered to avoid delaying the delivery of other items. Please allow additional delivery time for orders to Queensland, Tasmania, Northern Territory and Western Australia due to quarantine restrictions.
There was a problem when my order was delivered – what should I do?
When you receive your order you should check it as soon as possible. We take great care to ensure that your order is correct and packed to minimise damage in transit but occasional problems do occur. Please check your order against the invoice copy included with it to see if any items are missing (your invoice will tell you if any items couldn’t be sent and are either on backorder or credited if no longer available). Also check that no damage has occurred in transit. If you have any concerns please call us within 7 days so that we are able to resolve the problem. We cannot accept responsibility for delivery problems if you haven’t told us within 7 days.
Can I change or cancel my order?
Once an order is placed, it cannot be altered. Any addition is treated as a new order and handled separately with a new freight charge. Orders may be cancelled prior to despatch, but a $5.00 administration fee will be charged and the balance refunded to you within 10 working days.
Are my details private?
We do not use, nor provide customer information to third parties for any reason other than to provide our services to you. For more information refer to our Privacy Policy.
