General FAQ'S

Some of our most common questions, answered.

We grow a large amount of plants in our Brisbane Nursery but we also source plants in from multiple growers located throughout Australia. We add the stock as soon as it arrives to us and is quality checked.

We know that some online nurseries have dedicated "restock days" but we find adding fresh stock as it arrives the best solution for us and our customers.Generally we will post on our social media channels when we add new varieties.

Please follow our social pages for updates
Instagram
Facebook

We try hard to constantly source new products to add to our store but there are some things we cannot control, such as seasonal availability.

We endeavour to search far and wide to keep our stock full but its not always possible.

We try to be as descriptive as possible with our product listings, including photos and item descriptions. The images online will be a good representation on the plant you will receive, potentially larger or smaller. Plants tend to be smaller in the cooler months and larger in the warmer growing months.

When taking photo's we generally choose the average of the bunch, not too big and not too small. When we pack orders, we always choose the largest available first.

Some products will have individual photos for you to select, we do this for special plants only.

We don't include invoices in our packages, they are emailed when the order is marked shipped.

Shipping info

Everything you need to know about our shipping processs.

We take upmost care when packing your orders, we will ship your item in a box and wrap delicate items to keep them safe. 

Your new plant will be sent in its pot in our custom packaging, ready for you to unpack and enjoy. We ship all live plants in their pots [excluding plugs]. Given they are living plants, condition may vary slightly between time photos were taken and delivery. Absolute care will be taken to ensure the plant is in the best possible condition prior to transit and packaged very well, but we cannot guarantee how the courier will handle the package on its way to you and cannot be held liable for mistreatment in transit.

We recommend leaving your new plant in the pot is was shipped in for a minimum of 2 weeks prior to repotting, this will help to reduce any unnecessary stress and help it to acclimatise to its new environment.

Photos are indicative of the plants we have in stock, you will receive on in similar size/health to the ones pictured. Variations in size/colour/leaf quantity/health are normal and to be expected with live plants, no 2 are the same.

This all depends on the type of plant & the time of year, it's not something that has a definitive answer.
We'd expect that most plants will be ok for 1-2 weeks in transit before we had any concerns.

We've shipped well over 50,000 plants and have never had one arrive dead, sometimes they might need some water and time to settle in after their journey but there's rarely any issues.

We pack our orders very well and with lots of extra care, they're all shipped in their pots [unless otherwise noted in the item description] and this all helps them to arrive in the best possible condition.

Order delays are quite common with the constant lockdowns and uncertainty around Covid restrictions. We ship everything with Australia Post Express but they no longer offer overnight delivery guarantees.

Its very common for parcels to be scanned at Brisbane Airport and then not again until its onboard for delivery, rest assured the last scan is not where your parcel currently is and it's very likely that it's not too far away.

We recommend reaching out to Australia Post if you have concerns, they have the most up to date tracking information and can give you a clearer idea on delivery timelines

We recommend you contact Australia Post directly with any shipping related questions, as the carrier they have all the up to date information.

When you lodge a case with Australia Post, all correspondence will be sent directly to you. This means you will have the most up to date information possible

You can reach out to Australia Post here.

We ship living plants to locations in Queensland, New South Wales, Victoria, South Australia and Australian Capital Territory.

We ship our accessory range Australia Wide

Due to strict Bio Security Laws we are unable to ship live plants to Tasmania, Western Australia or the Northern Territory. If you place an order and your delivery address is in one of these states it will be immediately cancelled and a refund will be provided.

Our shipping rates are provided directly from Australia Post via a direct API link. We don't charge any extra on our shipping prices, what you see at the checkout is what Australia Post charge us.

Each shipping rate will be unique based upon your cart contents and delivery address.

Please add all items to your cart, then add your delivery address at the checkout and an accurate rate will be displayed.

We ship all parcels with Australia Post Express, generally packages will be delivered in 1-5 business days.

Up to date information on Australia Post delivery timeframes can be found here.

Once your order has been dispatched you will be sent an order tracking email, this will allow you to go to the carrier website to track your order (Excluding some free post items). Please ensure that your registered email address is correct to receive this service. If you do not recieve it, please check your junk/spam folders.

All plants are shipped in our beautiful custom packaging and all plants are shipped in their pots, unless specified.

You can see how we package our orders here.

Tracking numbers are automatically sent when we mark the orders as shipped in our system. You will receive tracking numbers from us directly, and also from Australia Post.

We suggest downloading the Australia Post app and registering for an account, your tracking may be added automatically and preferences such as "authority to leave" can be set as defaults.

We ship all orders daily, Monday to Friday.

Our parcels are collected every morning by Australia Post, and are packed the day prior.

We aim to have all orders received prior to midday packed the same day and shipped the following day, however if we are unusually busy or its a weekend it may take up to 3 business days to ship your order.

At this stage we are delivery only. Our nursery is located in Brisbane but the terms on our commercial lease prevent customers visiting the site for collections.

Some online nurseries hold all orders and only ship on Mondays, we have been shipping 5 days per week for well over a year now and, while there can be some postal delays we have not had any issues or plants arriving in poor condition.

Plants "getting stuck over the weekend" simply doesn't happen, we ship exclusively with Australia Post Express. Australia Post operate 24.7, your order will not get stuck anywhere over a weekend so you can be confident that it will continue on its journey to you.

We have requested that Australia Post get a signature on arrival for all deliveries as standard.

You may request "Authority To Leave" by selecting the checkbox at the checkout or within the Australia Post app once you receive your tracking number

If you're concerned about not being home when your plant is delivered or worried about it being stolen etc, Australia Post have delivery options that may suit you.

Please visit the Australia Post website or download the Australia Post app on your mobile phone to set these up.

Parcel Collect - this service allows us to send your delivery direct to a post office for collection. This skips being in a delivery van and will be safely stored at your selected post office. You can select a Parcel Collect location close to home or work, whatever is most convenient.

Parcel Locker - This service allows us to send directly to a Parcel Locker so you can collect before or after work etc. Most often the Parcel Lockers are outdoors in full sun so please check your local forecast and if there is excessive heat or cold, this might not be the best option. We will not take responsibility for damaged plants if they are shipped to a parcel locker.

Business address - We can ship your plant to your work address [if they allow it]. Just remember to include the business name when you order as sometimes the delivery drivers cannot find street numbers for businesses and it may be returned to sender.

Of course you can have your plant shipped to a PO Box, to your house or someone else's house if they will be home to take delivery. Just remember to pop these details in when you order.

If you choose courier delivery, your order cannot be shipped to a PO Box, Parcel Locker or Parcel Collect. We will contact you for an alternative address if this happens.

We have a unique packing system and can ship 12 - 24 plants together in one parcel, depending on size.
If you place a large order we may need to seperate it into multiple shipments and they may arrive separately.

Please check your tracking number for more info

Uprooted will not take responsibility if incorrect delivery details are supplied. It is the customers responsibility to make sure the correct contact and delivery details are supplied. If you need to change your delivery details please contact us as soon as possible and we will do our best to change them before delivery. Once your order has shipped the address cannot be changed.

If you wish to add to your order please email us at hello@uprooted.com.au and we can add items to your current order. We recommend emailing us to add to your order rather than placing multiple orders as any refunds for additional shipping will be minus our 10% restocking fee.

If you place multiple orders, they will be shipped separately, we will not automatically combine them.

If you place multiple orders and email us afterwards to combine them, we can do so but any refunds for additional shipping will be minus our 10% restocking fee.

Returns and exchanges

All the info on returns and exchanges here.

Uprooted strives to ensure you are a satisfied customer. We want you to be excited about your purchase. If something isn’t quite right please contact us.

On the rare chance that your plant is damaged in the delivery process please email us at hello@uprooted.com.au with photos within 24 hours of delivery. Once we receive your email and photo’s we can determine the best solution.

If your plant looks like it has wilted during transit, we recommend giving it some water right away - this should help it to recover and settle in.

Please note Uprooted will not be held liable for any damage (or deteriorating conditions) caused to your plant if it spends a prolonged period awaiting collection from a collection point. It is the customers responsibility to either make sure someone is home to accept delivery, request authority to leave, or pick up your delivery from the collection point as soon as possible. Although we take great care in packaging our plants, the less time they spend packaged, the better. Please see below for post options.

Uprooted will not take responsibility if incorrect delivery details are supplied. It is the customers responsibility to make sure the correct contact and delivery details are supplied. If you need to change your delivery details please contact us as soon as possible and we will do our best to change them before delivery. 

For any returns, return postage is paid by the buyer [you].Please allow up to 14 days from receipt of returned products for refunds to be made.

We want you to love your new plant as much as we do - if for some reason you don't please contact us as soon as possible at hello@uprooted.com.au and we will do our very best to make it right!

Uprooted reserves the right to decide whether a product is faulty/unhealthy. If deemed faulty/unhealthy Uprooted will ship a replacement item at no cost to you.

We will replace the item, subject to stock availability. If preferred a full refund can be provided, minus delivery costs.

All claims must be made in writing, via email to hello@uprooted.com.au within 24 hours of receiving your order, relevant photos must be included. Claims outside this period cannot be accepted.

Please include the following detail in your email to help us understand what is happening with your plant.
- Has the plant been repotted?
- Is the soil wet or dry?
- Have you watered the plant since receiving it?
- Please describe where in your home the plant is located

Please allow 10 business days for the return of your product/ or refund to your account. We will endeavor to respond to the claim within 48 hours of the goods arriving at Uprooted HQ, and exchanges are usually sent out the next day we receive the returned goods.

On the rare chance that your plant is damaged in the delivery process please email us at hello@uprooted.com.au with photos within 24 hours of delivery. Once we receive your email and photo’s we can determine the best solution.

If your plant looks like it has wilted during transit, we recommend giving it some water right away - this should help it to recover and settle in.

We do not offer any warranty or health guarantees on live plants. We cannot warrant plant health once they leave our care, as they are shipped in the best health and condition possible. If we do not hear from you within 24 hours of delivery we will assume they arrived safe and well and cannot be held responsible for their health once they are the care of their new owner.

If you have any concerns with your new plant, please contact us as soon as possible and we will do our best to help you out - hello@uprooted.com.au

No, we don't accept change of mind returns for live plants.

Warranties, refunds and exchanges are not available on gifts with purchased items or/and promotional products. 

However if you have received a gift or promotional item alongside another product, and choose to return the purchased product for a full refund or gift voucher, the gift with purchase item must also be returned to us. This item must also meet the same criteria for the purchased goods, in that it must have all packaging and labels intact and in its original unused condition.

If when returning your purchased product the gift is not enclosed, Uprooted reserve the right to deduct the retail value of the gift with purchase from the refundable account. You the purchaser will incur the cost of returning the gift item in this instance.

Please note that refunds and exchanges are not offered on our sale or end of line items unless the item is deemed faulty by us.  Please choose carefully.

For all refunds, we will charge a 10% restocking fee.
The refund received will be your purchase price, minus the restocking fee.

What do I do when my package is delivered?

Unpack your new plant as fast as possible after receiving it.

We pack our plants very well less time spent inside the packaging is best. You can find information on how we pack our plants here.

We recommend quarantining all new arrivals in a seperate part of your home for at least 2 weeks.
This will allow time to check for pests and treat if necessary.

We ship all plants in their pots to reduce stress in transit. We recommend leaving them in their pots for a minimum of 2 weeks to acclimatise and avoid any unnecessary stress of re-potting.