DELIVERY
Here at Planted Life our aim is to get your order despatched as efficiently, ethically and most importantly environmentally to you once you’ve pressed that buy button. This is why we use Sendle – the first postal company in Australia to offer a 100% carbon neutral delivery service. They are also a B-Certified business.
Where does Planted Life deliver?
We deliver to anywhere in Australia; both physical product and electronic purchases.
Our partner carrier, Sendle will deliver your parcel using one of their carrier partners. There are no postage charges for online programs.
Do you deliver overseas?
Sorry, at the present time we only deliver physical products within Australia however electronic products are delivered world-wide via electronic means.
Can you deliver to isolated locations?
Yes, as long as your delivery address is known to Sendle or Australia Post (upon request) your item will be delivered.
Do you offer express shipping?
At this point we don’t offer express shipping however we trust that our carrier partners will deliver your order to you without any unscheduled delays.
Can I ship my order to a PO Box?
Our carrier partner, Sendle is unable to deliver to PO Boxes. If, however you are located in a remote or difficult delivery location and PO Box is the only option, please send us an email after placing your order and we will arrange alternate shipping for you using Australia Post.
When will my order be despatched?
Orders are despatched Monday to Thursday only. We do not send orders on a Friday, public holidays or weekends.
How long will it take for my order to arrive?
Shipping times will vary depending on your location within Australia. When you place an order, you will receive a tracking number which will allow you to track your delivery.
You can expect your delivery within 3-5 business days if you live within metro areas of Australia. Regional locations can vary, with remote locations taking up to 2-3 weeks.
Unfortunately, during busy periods (i.e. major public holidays and the festive season) our despatch times may increase by a day or two as we try to get through everything and work with our carrier partners. We’ll do our very best to get everything to you as quickly as possible, but if you have any concerns or questions please contact Planted Life and we’ll do what we can to assist.
What about 2020 hey? Thankfully all major delays are behind us however due to the repercussions of Covid-19, extensive delivery delays are still being experienced (even years later) across all delivery networks. Please keep this in mind when ordering, as parcels may arrive later than expected.
Can I specify a delivery time?
Unfortunately, not. Our carrier partners cannot make any guarantees once the package has been collected from our premises as to when they will deliver. Standard delivery timeframes are dependent on your location. Please note that in rural and remote areas of Australia, delivery times are subject to the carrier’s delivery schedule for that area.
Can I calculate the delivery cost without purchasing?
At Planted Life we know that postage costs are a concern for customers shopping online. Our website automatically calculates delivery costs at time of purchase. If you choose not to proceed with the order, you can navigate away from the order page without any of your details or order being recorded.
ORDER TRACKING
Can I follow the progress of my order?
Once your order has been prepared for shipping, you will receive a confirmation email with a link to track your order. We recommend keeping an eye on your parcel’s tracking to make sure it gets to you with minimal delays.
If you have not received tracking information, please contact us and we will find that information for you. You can also contact us if you’re concerned that your order might be lost or taking the scenic route to get to you.
What if I have provided an incorrect shipping address?
We strongly recommend you double-check all the information you have provided including your delivery address, email and phone contact before completing your order.
Please contact us as soon as possible to update incorrect delivery address information providing we have not processed your order. Unfortunately, once a parcel has had a shipping label created or been shipped, we are unable to change the shipping address, and cannot provide any refund for the order.
Parcels defaulted to “Authority to Leave”
All parcels are shipped with “Authority to Leave”, the parcel will be left at your supplied address, even if no-one is home. Please be sure that there is a safe place to leave the parcel unattended, as if the parcel goes missing once delivered, a refund is not possible. Occasionally, a courier will determine that there is no safe place to leave the parcel, and it will be delivered to a nearby pick-up point, the details of which will be updated in your tracking information.
Why can’t I find my order to check its progress?
When your order was placed you will receive an email confirmation that has an order number. By logging in to our site you can track progress of your order from the order number. Please check your “junk/spam” filter if you haven’t received this email.
LOST OR DELAYED PARCELS
Planted Life will not be held responsible for any lost or delayed parcels dispatched via our carrier partners.
Planted Life does not take responsibility for direct or indirect damages and consequential losses associated with damage to goods arising due to any delay in delivery of the goods or any failure to deliver the goods ordered by you for whatever reason. Sorry.
RETURNS AND REFUNDS
In the unlikely event that the goods you have ordered are seen to be less than 100% perfect, please contact us within 24 hours via email only.
We pride ourselves on our quality and inspect all products thoroughly before each order is sent out, ensuring they reach you in immaculate condition. We will not be held responsible for damage caused by our carrier partners.
If you received an item you did not order please contact us and we will resolve the problem as quickly as possible.
All returned goods must be returned in their original condition/packaging and returned to Planted Life (address will be sent upon request).
We also understand that sometimes you change your mind however we do not offer refunds on products if you do simply change your mind or the item did not live up to your expectations. We provide as much information about each product as we can so that you can make an informed choice about your purchase.
DELIVERY TERMS
- We will process all orders within 24-72 hours from receipt.
- Within Australia, your delivery will be received within 3-5 business days. In more remote, and regional, areas this can take longer.
- Tracking numbers will be provided on your shipping confirmation email and these can be used to track your order.
- Orders will be sent to the delivery address that you have submitted with your order. We cannot be held responsible if that delivery address is incorrect.
- We use Sendle who only use reputable delivery companies; however, we do not accept any liability for delayed delivery or damage caused by any third party.
- Delivery costs, within Australia are charged based on location. Remote locations attract an additional fee of $13 + shipping.
- Missing or non-delivered parcels need to be reported to Planted Life within 30 days. Any orders returned to us due to incorrect delivery address will be refunded for the product component only or if you wish to arrange redelivery, a secondary delivery fee will be charged.
- Any promotional codes need to be applied at checkout and cannot be applied after the order has been processed.
QUESTIONS?
Who do I contact about my order?
Please contact us noting your order number and your daytime telephone number and we will contact you answering any questions you have.
