Below are some frequently asked questions of our clients.
If you have other questions, please just send it to info@theorchidpatio.com.au.
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- SHIPPING INFORMATION
- ORDERS INFORMATION
- PAYMENT INFROMATION
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to chat live with a customer service representative. Alternatively you can call us during business hours.
If we aren’t available, drop us an email and we will get back to you within 20-36 hours!
SHIPPING INFORMATION
Q: “Do you offer shipping?”
Yes, we are mail specialists! Most of our parcels are shipped via Australia Post. However, for larger orders, we may use TNT or StarTrack.
Q: “How long will delivery take?”
Delivery usually takes around 2-5 business days after the order is posted. We utilise Express Post for most orders to ensure that your plants reach their homes as quickly as possible!
Q: “When will my order be shipped?”
All orders are shipped on Monday and/or Tuesday to avoid the parcel from getting held in a depot on the weekend. All orders placed by 11:59PM FRIDAY will be dispatched on Monday and/or Tuesday, remaining orders will be dispatched the following week.
Q: “What postal company do you ship orders with?”
We ship orders via Australia Post. However, some orders may be sent via an alternative shipping company if the size of the parcel is too large.
Q: "Do you ship to NT, WA or TAS?"
Unfortunately, we do not ship order to NT, WA and TAS due to strict quarrantine requirements. However, we may be able to ship order to these states via a concierge service. Please contact us to find out if this service is available for your order.
Q: "How will my order be packed?"
We have a specialised packing team with plenty of experience in handling and packaging delicate plants. We use strong cardboard boxes and lightweight paper/foam to fill voids in the box. All our boxes are marked as 'Fragile'. We have a high success rate in shipping plants, with 99% of plants being delivered in excellent condition.
ORDERS INFORMATION
Q: “How can I track my order?”
You can track your order by logging into your account and visiting the Orders page. Alternatively, you can track your order using the Track Your Order page.
Q: “Do I receive an invoice for my order?”
You will receive an email shortly after placing your order online containing your order details and order invoice. If you do not receive an email within 30 minutes of ordering please contact us.
Q: “Is the product I am viewing available?”
Yes, if the product is on the website and in stock then the product is available.
Q: “Can I pickup my order?”
Yes, you are able to arrange a pickup time by contacting us.
Q: “Are you able to hold/reserve an order for me?”
Yes, only if we have successfully received the full payment.
Q: “Are you able to advise me how to care for my plant?”
Yes, our tips and tricks page contains information on care for most orchid varieties. However, if you require further assistance please do not hesitate to contact us.
PAYMENT INFROMATION
Q: "When is the order payment is taken out of my account?"
We will debit your payment method immediately upon placing the order. However, the time it takes for our provider to debit your bank account may vary.
Q: "What payment methods are accepted?"
We accept cash on pickup (arranged by appointment), direct bank transfer and credit/debit card (MasterCard, Eftpos, Visa and American Express).
Q: "Do you have pay later services?"
Yes, we have partnered with AfterPay, Klarna and ZipPay to allow you to pay for your order in simple and easy installments.
Q: "Do you accept cash on delivery (COD)?"
Unfortunately, we do not accept cash on delivery.
