Shipping Policy

This Shipping Policy applies to orders placed through www.theorchidpatio.com.au.

In this Policy, “we”, “us” and “our” refer to The Orchid Patio. “You” refers to the customer who places an order with us.

We aim to process orders within 7 business days, unless otherwise stated on the product page, at checkout or in your order confirmation.

Orders are not processed, shipped or delivered on weekends or public holidays.

As a general guide, orders placed by Friday at 11:59 pm Sydney time will usually be prepared for dispatch the following Monday and/or Tuesday. Orders placed after that time may be dispatched the following week.

Dispatch times may vary during busy periods, promotions, extreme weather, supplier delays, public holidays or other circumstances outside our reasonable control.

For live orchids and plants, we may delay dispatch where we reasonably consider it necessary to protect the plant during transit, including during extreme heat, cold, severe weather or carrier disruption.

Shipping charges are calculated and displayed at checkout.

Delivery timeframes are estimates only and are not guaranteed. Delivery may be affected by carrier delays, weather, public holidays, regional service limitations, incorrect delivery details, biosecurity requirements or events outside our control.

If there is a significant delay in dispatching your order, we will take reasonable steps to contact you using the contact details provided with your order.

Live plants are carefully packed for delivery, but they are sensitive to transit conditions. Plants may experience minor stress during shipping, including slight leaf marking, minor dehydration, spent flowers or movement in the potting medium.

We may ship plants bare-root, potted, wrapped or otherwise prepared for safe transit depending on the product, season, destination and carrier requirements.

You are responsible for ensuring that your delivery address is suitable for receiving live plants. We recommend arranging delivery to an address where the parcel can be collected promptly and not left exposed to heat, cold, rain, direct sun or wind.

If you are ordering live plants, you are responsible for checking whether any local, state or territory biosecurity restrictions apply to your location. We may cancel or vary an order if we cannot lawfully or safely ship a plant to your location.

You must provide a complete and accurate delivery address at checkout.

We are not responsible for delays, failed delivery, redelivery fees, returned parcels or lost parcels caused by incorrect, incomplete or unsafe delivery details provided by you.

We may ship to P.O. Boxes where the selected carrier and product type allow this. P.O. Boxes may not be suitable for all products, particularly live plants, temperature-sensitive items or larger parcels.

If a parcel is returned to us because of incorrect address details, failed collection, refusal of delivery or other issue not caused by us, we may charge additional shipping fees to resend the order.

Once your order has been dispatched, you will usually receive a shipping confirmation email with tracking information.

Tracking numbers may take up to 24 hours to become active after dispatch.

Tracking information is provided by the carrier. We are not responsible for carrier tracking errors, scanning delays or temporary tracking outages.

Risk in products passes to you when the products are delivered to the delivery address provided in your order.

If you provide authority to leave, request unattended delivery or otherwise instruct the carrier to leave the parcel without a signature, risk passes when the parcel is left at the nominated address in accordance with that authority.

Subject to the Australian Consumer Law, we are not responsible for theft, loss, deterioration or damage occurring after delivery, including where a parcel is left unattended in accordance with your delivery instructions.

If your order arrives damaged, please contact us as soon as possible.

For live plants, please contact us within 24 hours of delivery where possible. For other products, please contact us within 7 days of delivery where possible.

Please provide:

• your order number;
• clear photographs of the product;
• photographs of the packaging;
• photographs of the shipping label; and
• a description of the issue.

Please keep all packaging materials and damaged goods until the matter has been assessed. This may be required for carrier investigation or insurance purposes.

If a parcel appears lost or significantly delayed, please contact us so we can assist with carrier enquiries. If we are required by law to provide a remedy, we will do so in accordance with the Australian Consumer Law.

We are not liable for delay or failure to deliver where that delay or failure is caused by events outside our reasonable control, including severe weather, natural disasters, biosecurity restrictions, carrier disruption, strikes, public holidays, supply chain issues, incorrect delivery details, technical failure or government action.

However, nothing in this Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.