My plants are dead, dying, or very poor condition on delivery

We're sorry to hear that.

'Poor condition' means unlikely to live and thrive as a result of shipping issues.

We will issue a refund for the value of your dead/dying plants.

Help us help you, by following these six steps.

1. Please check all product descriptions before you order.
   We try to give as much information as possible to help you choose, including care notes and sizes, and whether products are seeds or bulbs or tubestock plants or plug plants.  Please read carefully. It's up to you to decide if the plant is right for your climate and location.
2. Check your order as soon as it arrives.  If there is an issue let us know within 48 hours of receipt where possible. We cannot accept responsibility for issues or delivery problems after an extended period of time.
3. Email us at admin@australianplantsonline.com.au, as soon as possible.
4. Let us know your full name and email address - the ones you used to place the order - and the order number if you have it, so we can track your order faster.
5. Include photographs of the plants in your email, so we can see the problem you have, and take steps to identify and resolve it.
6. We do not process order problems via our social media accounts.
   We do not check those accounts daily, and cannot track your orders through their platforms. 

What is the problem?

• Your plants are dead, dying, or poor condition on delivery
  We will issue a credit for the value of your plants, or mail you replacement plants if we have them available. Follow the steps above.
  'Poor condition' means unlikely to live and thrive as a result of shipping issues. It does NOT mean one or two yellowing or damaged leaves on an otherwise healthy viable plant. Plants regularly shed lower leaves throughout their life and it does not affect their growing potential.
• Your plants don't look as expected
  We grow and sell what are known in the trade as tubestock plants. This technical term means that they are bigger than a plug plant, and much larger and more mature than a seedling. You can see image examples of typical tubestock plants on almost every product page.
  Our blog post on How We Produce Our Plants will give you more info on this.
  Please note: plants are living things, variable in nature. We do not produce them in a factory. Sizes and photos are a guide only. We always send out the very best plants we have in stock. We do not refund just because the plants are a different size or shade to the photos online, or to tubestock you have ordered previously, or your expectations.
  Some of our indoor plants are occasionally shipped as plug plants - these are large enough to pot on or plant out. If we send plug plants, we say this in the description and post a photo in the image gallery. We ship these for added protection inside empty tubestock pots. These plants have not 'lost their soil'.