Mail Order FAQ, Terms & Conditions
Welcome to Plant Essentials. We are located in Townsville North Queensland, Australia. Shop instore at 365 Bayswater Rd Garbutt QLD 4814, or Order online we ship worldwide. Local customers can also click n collect or shop instore. Please see our about us page for trading hours and contact details.
Website Information & Product Use:
Please ensure you fully read the product page of any product (be it a herb, essential oil or any other product) that you intend to purchase or use. Some herbs, essential oils & other products have contraindication information, or safe use information that should be considered during your research and due diligence, and when deciding to buy or use a product. Plant Essentials strives to keep information up to date, but does not guarantee the accuracy, reliability or currency of the information. Any errors in the information that are brought to our attention will be corrected as soon as possible. It is the customers responsibility to decide if a product is right for the intended use. If you require assistance, please open a chat at the bottom of the website to ask questions.
How can I place an order?
You are welcome to place your order online 24/7. Alternatively you can call us on 07 44201888 between 11am and 2pm Monday to Friday to place a phone order. Please note the express post option is not available for phone orders, only for online orders. Orders placed by 10am will generally go out the same day.
How much is shipping?
We offer a standard $9.95 service Australia wide no matter how large your order (excludes special orders) or shipping can also be selected from the options listed during checkout based on the weight of your parcel (for example small parcels under 500g would be around $7) Express post is offered during checkout also as an option. International orders are quoted/calculated during checkout.
How can I pay for my order:
Paypal, & Credit Card worldwide, We also accept Australian bank deposit, money orders & cheques within Australia (please note 3 business days clearing is required after we have deposited personal cheques. If you have one of our online gift vouchers or reward points, you can use this during the checkout also. Please note that funds must clear before packages are dispatched. Cash & Card is accepted in our Townsville store.
Like to Keep up to date with us?
If you've registered your email with us we'll send you newsletters every so often just to let you know about new stuff and specials. If you'd like more frequent contact, daily affirmations, and quick replies to niggling questions about our herbs oils & all the yummy products we make like us on Facebook.
Changing or adding to orders
To ensure we run an efficient mail order service with the best possible prices, we are unable to alter your order once you have placed it. This includes adding items to your order, changing the payment method etc. Before proceeding to checkout please ensure you have everything in your cart you desire. If you are using a gift card, reward, discount or promo code, add it in the box above the subtotal and select "apply". Wholesale customers ensure you log in before shopping to ensure you receive your wholesale pricing. If you want your order delivered, be sure you have not selected the "pick up" freight option as this will slow down the departure of your order. Please ensure you read the product page of each product you purchase to ensure it is the product you require, and it's specifications fit your needs (ie organic, wildcraft etc)
We dispatch orders Monday to Friday excluding Public Holidays applicable to our location. Generally within 24 hours of payment. Please allow enough time (keeping in mind public holidays and weekends slow delivery) for your parcel to arrive at your address (from North Queensland, Australia). To ensure your parcel is not held up, chose the appropriate freight option... selection pick up for a delivery will slow down the dispatch of your order. Note that we are closed between Christmas Eve & New Years Day inclusively in the store and mail order departments. Our post code is 4814... you can check how long Australia Post delivery takes here.
Extra delivery Instructions
If you need your parcel left on your front step, or have something else the courier needs to know, please put your extra delivery instructions in your address as you checkout. Australia Post has started a new system of leaving the parcel when it is safe to do so, if you do not wish this to happen, it's also a good idea to not this in the address.
Tracking my Delivery
Once your parcel has been dispatched to the courier, we will send you an email letting you know this has happened. Where ever possible we use trackable delivery methods to get your order to you as quickly and safely as possible.
Using "MyPost Safe Drop"
If you choose to have your parcel delivered using Safe Drop or you provide an Authority to Leave, Plant Essentials is not liable for parcels that may be stolen or damaged after delivery
Customs & Quarantine
Please be aware that Plant Essentials is not responsible for seizure, refusal, returns or re-shipment. It is your responsibility to check your countries import laws & fees.
RETURNS, FAULTS & BREAKAGES
An error or breakage with your order?
Oops we hope not. One of our little worker bees must have hit the clary sage hard this morning! We try very hard to check and double check your order before it leaves our little store. Never fear, if we have packed an incorrect product or size, or something is broken or faulty, please email us within 7 days with the details of the problem and we will sort it out with minimal fuss! Our aim is for you to stay a valued customer. Message us via the chat box at the bottom of the website. We do our best to pack your order correctly and carefully. Sometimes the little elves or Santa (Australia Post) slips up.
I have received the wrong item or it is damaged
If there is an error with your order, or a product is not as expected, please contact our mail order department on 07 44 201 888 or firstname.lastname@example.org . Please let us know within 7 days of receiving your order. We will do our absolute best to dazzle you :-)
I've changed my mind, or I purchased the incorrect item.
In this case we are happy to exchange the product for a credit or another product. There is a restocking fee for this service, and the cost of freight to you is not refundable for exchange. Cost of returning the item is the customers responsibility. Please contact customer service before returning items. Restocking fee 20% of stock selling price may apply.
I've changed my mind, I'd like a refund and my order hasn't been dispatched yet
In this case we are happy to refund the order less a $10 admin fee. Call the mail order department on 0744 201888 to ensure we can stop the order being packed.