Frequently Asked Questions (FAQs)

How much does postage cost?

 Spend over $200 and postage is free! Postage is a flat rate of $22 under the $200 spend. When sales occur the free postage offer may not be available, postage will be still be capped at $22.
How can I track my order? When you check out, you provide your email address and phone number. AusPost will then use the email address or phone number provided to send tracking updates to you. 
When will my order be posted? Here at Root'd Plants we post every Monday and Tuesday. Cut-off for orders each week is Sunday 8pm. Any orders placed after this time will be posted the following week
How will my plants be posted? Plants are posted in soil in the pots they are grown in.
Is Root'd Plant packaging environmentally friendly? Yes, this is very important to us at Root'd Plants. Our boxes are cardboard and can be re-used/recycled and are biodegradable. We use landfill biodegradable sticky tape to secure your plants in transit. We then cushion your plants with biodegradable corn starch packing fillers.
Can I combine multiple orders to save on postage? Yes, however this service is limited. Please email theteam@rootdplants.com.au with the order numbers you wish to combine. Orders can only be combined if the previous order has not been posted yet. Please note that two orders that are both using a discount code cannot be combined.
What do I do if I accidentally supplied the incorrect address? No worries, just get in touch with us ASAP at theteam@rootdplants.com.au with the correct address so we can manually update it prior to sending. If the order has already shipped get in contact with AusPost as they may be able to redirect it. If they can't it will be returned to sender and second postage fee will be invoiced to resend the parcel.
Where does Root'd Plants ship to? Root'd Plants uses AusPost to deliver plants (almost) Australia wide. We post directly to all non-quarantine states (NSW, ACT, SA, QLD, VIC). We do not send directly to quarantine states (WA, NT, TAS), however quarantine states can still purchase from Root'd Plants. Please read our blog 'How to purchase plants when you live in a Quarantine State' for more information.
What is a Quarantine State? Root'd Plants is based in Sydney, NSW (Australia). If you live in Western Australia (WA), Tasmania (TAS) or the Northern Territory (NT) your state is considered a quarantine state. This means any plants coming in or out must be inspected by biosecurity to protect the native flora and fauna and our agricultural industry from invasive plants, pests and/or disease.
How can I order from Root's Plants if I live in a Quarantine State? f you are in a quarantine state, the only way you can purchase plants from us is through a plant concierge. Please contact Jo from Home of Houseplants or Bob from Rare Plants for more information. You can also check out our blog 'How to purchase plants when you live in a Quarantine State' for more information and contact details for Bob.
What if a plant arrives damaged? We want our customers to be happy with their purchase and we pack accordingly! Sometimes things can go wrong in transit and we are here to help you. Please get in touch within 48 hours of delivery at theteam@rootdplants.com.au. Please include pictures.
What do I do if my plant gets held up in transit? Root'd Plants uses AusPost as its carrier. We have worked with AusPost since we first opened in 2016 and we have minimal issues with them. If your order has been delayed in transit however, please directly contact AusPost as they will have the most up-to-date information to provide you. If your order gets lost in the mail please get in touch at theteam@rootdplants.com.au so we can work with AusPost and refund your order.
Can I pick up plants? We do not have pick-up available at this time, however you can get your plants posted straight to your home or work!
Does Root'd Plants have a physical store? No, currently we are only online.
Does Root'd Plants sell gift cards? Yes, we do. Head to the 'Gifts' section on the website. We have Gift Cards available.
Can I send a personalised message with my gift? Sure can! Please add the personalised message product (found in gifts cards) to your order. Please contact us at theteam@rootdplants.com.au with your order number and the message for your giftee. 
When is new stock added to the Root'd Plants website? Stock is added all the time. If you are after something that is currently out of stock please leave your email on the product page to be notified as soon as it is back in! If that option is not available, please email us at theteam@rootdplants.com.au and we will try to accommodate your request.
When will the plant I'm after be restocked? We are continuously propagating and replenishing our stock however all plants (even the same species) grow at different rates. We cannot determine when our re-stocks will be - we wait until the plants are ready and established to eliminate any risk for you! The best way to find out when a plant is being re-stocked is to sign up for an email notification. You can do this on the product page of the item you are waiting for. Thanks!
Do you have any discount codes that are active? Yes, use the discount code 'WEREBACK' to save $5 off your order. This discount code can only be used once, if your order is over $80 (not including shipping). Please note that only one discount code can be used per order. 
Can I cancel my order? We do not process refunds based on a change of mind, so please make sure you are happy with your order before you purchase. On the rare occasion that we will process a cancellation, please note, there is a 10% cancellation fee. This is to cover the transaction fees that we get charged when an order is placed that aren't refunded to us. Thanks for understanding.