Frequently Asked Questions (FAQ)

Welcome to Plant Haven Nursery. Below are answers to common questions about shipping, returns, refunds, and billing.

Shipping FAQs

Where do you ship?

We currently ship to:

New South Wales (NSW)

Queensland (QLD)

Victoria (VIC)

We do not ship to other states or territories at this time.

What are your business days?

Our business operates Monday to Friday, excluding public holidays.

When do you dispatch orders?

We dispatch plant orders on Monday and Tuesday only.

This schedule ensures plants are not held in transit over the weekend and helps maintain plant health during delivery.

What is your order cut-off time?

Orders placed by 5:00 PM Sydney time (AEST/AEDT) .

How long does delivery take?

Handling time: 1–2 business days (Monday–Friday)

Transit time: 1–3 business days after dispatch

Delivery times may vary depending on your location and the shipping carrier.

How much does shipping cost?

Shipping costs are calculated at checkout based on:

Delivery postcode

Parcel size and weight

Carrier rates

All shipping fees are displayed before payment is completed.

What carriers do you use?

We use trusted Australian carriers, including:

Aramex

Australia Post Express

Carrier selection may vary depending on the delivery address.

Returns & Refund FAQs

Can I return a plant?

We accept returns only if a plant arrives:

Dead

Dying

Damaged

Incorrect item sent

How do I make a claim?

Claims must be submitted within 48 hours of delivery.

Please contact us with:

Your order number

Clear photos of the issue

Email: sales@planthavennursery.com.au
Phone: 0418 935 024

What resolution will I receive?

After reviewing your claim, we may offer:

Replacement

Refund

Store credit

The resolution depends on product availability and the nature of the issue.

What is not eligible for return?

We do not accept returns or exchanges for:

Change of mind

Incorrect selection by the customer

Minor cosmetic imperfections

Natural variations in live plants (size, colour, growth patterns)

Damage caused after delivery

Are shipping costs refundable?

Shipping fees are non-refundable, except where the return is due to our error, such as sending an incorrect item.

How long do refunds take?

Approved refunds are issued to the original payment method.

Processing time is 5–10 business days after approval.

Billing & Payment FAQs

What currency are your prices in?

All prices are displayed in Australian Dollars (AUD). Prices may change without notice.

What payment methods do you accept?

We accept secure payments via:

Visa

Mastercard

American Express

PayPal

Apple Pay

Google Pay

Full payment is required at checkout before an order is processed.

Is my payment secure?

Yes. All transactions are processed through secure payment gateways. We do not store or have direct access to your full payment details.

Will I receive an order confirmation?

Yes. Once payment is successful, you will receive an order confirmation email. Please note that confirmation does not guarantee acceptance of your order.

What happens if my payment fails?

If your payment is declined or unsuccessful:

The order will not be processed

You may retry payment

We may contact you for verification if necessary

Are taxes included?

All applicable taxes, including GST under Australian law, are included in the final price unless otherwise stated.

Can my order be cancelled?

Plant Haven Nursery reserves the right to cancel or refuse any order due to:

Payment issues

Pricing errors

Suspected fraud

Product availability

If your order is cancelled after payment, a full refund will be issued.

Contact Us

For any shipping, return, or billing inquiries:

Email: sales@planthavennursery.com.au
Phone: 0418 935 024