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Customer Service

We answer almost all the most frequently asked questions here : shipping, delivery, availability, payment, plant size etc.
Click the cross to expand each section.

Office hours are 8am-3.30pm Mon-Thur, 8am-12 noon Fri AEST. Our customer service phone and email service is closed at weekends and on QLD public holidays.

Covid Update

We have very high levels of orders as a result of covid lockdowns.
We have all available staff packing and shipping five days a week.
Thank you for being patient and understanding.
We can't predict in advance when your order will be packed.

Your local area may experience some delivery delays outside our control.
Use the tracking number in your confirmation email to follow your parcel's progress.
Read more on current shipping schedules at the AusPost website

Our plants are treated and packed carefully and can undergo a three week transit time.

Where do you send plants?

We ship nationwide to ALL states and territories, and Australian islands.
We mail to street addresses and PO Boxes.
We have customers on the coast, in the hinterland, rainforest, snowfields and outback.
We've sent to remote cattle stations and inner city apartments - from Thursday Island to Thargomindah, Fitzroy Crossing to Frankston.

 

Can I pick up from the nursery?

Yes.
Place your order online, select 'Click & Collect from our Nursery' at checkout, and we'll contact you when your plants are ready to collect.

We are just outside Nambour on the Sunshine Coast, QLD.
We have a collection point at Reception - follow the main driveway signs.
We are following Covid-19 best practice and have sanitiser in reception. We are open for Click & Collect pick-ups Monday-Thursday 8.30am to 3.30pm and Friday 8.30am to 12 noon.

 

Covid Update

Thank you for being patient and understanding.
We have very high levels of orders as a result of covid lockdowns.
We have all available staff packing and shipping five days a week. We can't predict in advance when your order will be packed.

Your local area may experience some delivery delays outside our control. Read more on current shipping schedules at the AusPost website

Our plants are treated and packed carefully and can undergo a three week transit time.

 

When will my plants be shipped?

We pack and ship every weekday, except the day before a public holiday.
We pack in the order we receive the orders, as efficiently as possible.
We can't give future packing dates.
We mail your plants via Australia Post where possible. Otherwise, orders go via courier.

 

When will my plants arrive?

You will be sent a notification email when your order is shipped. Use the tracking number in this email to track your order's progress.

No email? Your order hasn't shipped yet. Your plants are still in the nursery being cared for.

Please allow 7 days from shipping on average, and 14 days for NT, TAS, WA to clear biosecurity.

In peak times - spring, public holidays, Easter, Christmas, during global pandemics - your order might take 10 working days or more.

Sometimes, especially in urban areas, they may arrive earlier. Our Customer Reviews page shows some orders can turn up within 24 hours!

We do not control courier or AusPost delivery schedules. If your parcel returns to the depot, or is rerouted, that is also not under our control.
Read more on current shipping schedules at the AusPost website here .

 

Can you hold my order for me?

We pack and ship orders as fast as we can. Then we hand them to the courier or AusPost, and it's up to their schedules when they deliver to you.
If you don't want your plants to arrive for a couple of weeks, we recommend you order them later or ask a neighbour to take them in.
If you want us to look after them for you, there's a $15 fee for holding orders to cover ongoing maintenance and personal care of your plants. Please have your complete order number and credit card ready when you call to arrange this.

 

Will my plants be ok on the journey?

Yes.
We pre-treat and specially hydrate all plants before shipping, so they can survive long transit times and unforeseen delays.

"I ordered my plants on the 4th April and received them today the 23rd. After 19 days they are absolutely perfect. Thank you so much for being a REALLY professional organisation."
Loraine - April 2020 Waikerie SA

I’m happy to report my plants arrived yesterday in fine condition after 15 days in transit. Amazing"
Cathy - September 2021 Lismore NSW

 

How much is delivery?

Our minimum charge is $15.95.

You can ship from up to 16 plants for this rate. Our boxes are designed to fit 16 plants, so to maximise your order value, order in multiples of 16 plants.

Orders over $275 are P&P free.

In between, the rate is determined by the size of your order. We use Australia Post Standard Parcel delivery rates, based on the weight and number of items you order.

Go to MY CART before you check out, and enter your postcode to get an estimate of the shipping costs for your order.

NT, TAS, WA addresses incur a $10 fee as a contribution to the cost of legally-required biosecurity inspections. This is included in the shipping cost.
Our address verification software recognises your postcode and assigns the state fee.

 

Can I pick up from the nursery?

Yes. Place your order online, select 'Click & Collect from our Nursery' at checkout, and we'll contact you when your plants are ready to collect.

We are just outside Nambour on the Sunshine Coast, QLD. We have a collection point at Reception - follow the main driveway signs.
Please check your order is ready for collection, and our offices are open, before making a long journey.

 

How can I pay?

We take Paypal, Credit or Debit Card (Visa, Mastercard).
Our Paypal account is Sunshine Flowers t/a Australian Plants Online.

We don't take Afterpay as they charge us twelve times what the banks do to process your payment, and we don't want to raise our prices to cover that.

 

How do I apply a discount code?

  • Click the Cart symbol at the top of the page.
  • Click the green View and Edit My Cart button which takes you to your cart.
  • In the box under Discount Codes, enter your code exactly.
  • Click Apply Coupon. You'll see the discount applied in the brown subtotal box.
If your code is not applying, check your order qualifies under the terms of the code, and the code is valid. Our loyalty reward code applies only to plants, for instance.

 

How do I get a discount code?

We give discount codes to current customers, to thank them for choosing Australian Plants Online.
Occasionally we send out special discount codes and offers through our weekly email letter, for use on individual products or categories.
We do not publish discount codes on the internet.

 

Can I apply a discount code after I have paid?

No. If you forget to apply your discount code before paying, we cannot apply it retrospectively.

 

I have a Gift Card - How do I use it?

  • Click the Cart symbol at the top of the page.
  • Click the green View and Edit My Cart button which takes you to your cart.
  • In the box under Gift Cards, enter your code exactly as it is on the email.
  • Click Add Gift Card. You'll see the card applied in the subtotal box. You can also check your balance there.

 

Can I order just one plant?

Yes of course! We don't make you buy ten of the same, like some other companies.

 

Can I order in bulk?

Yes. You can order as many plants as are available on the site.
If our stock levels show 'in stock' without a quantity, there's at least 200 plants available. If you need more, put the number you want in the box - the site will then tell you if we don't have that many.

If you are a landscaper or nursery owner and need very large numbers (ie regular deliveries of several hundred plants), then contact our customer service and ask to talk to our Nursery Manager about wholesale supply.

 

Can I visit the nursery and choose my plants in person?

No. All orders are placed through the website, including those for nursery pickup. We always select the best, largest-size plants for shipping.

We are not open to the public except for collection of pre-ordered nursery pickup from Reception.

 

Can you place my order for me over the phone?

Yes. There is a $15 charge for the staff admin time involved. Please have your complete order and credit card ready when you call.

 

Can you hold my order for me until I need it?

Yes. There is a $15 charge for temporarily holding orders to cover maintenance and care of your plants. Please have your complete order and credit card ready when you call.

 

Don't know how to order?

  • click Shop All Plants > See All Tubestock Plants on the top menu bar.
  • filter the plants by height, colour, soil type, climate, water needs, and attributes such as scented or native, to get a shortlist
  • find each plant you want
  • enter the amount you want in the Qty box, and click Add To Cart
  • when you have added all your plants, click the shopping cart symbol at top left
  • click View And Edit Cart to check your order and shipping rate, or Proceed To Checkout to check out.

Problems logging in/checking out?

If you're having trouble progressing through the checkout form:
  • make sure all the required boxes are completed correctly
  • make sure any "update" buttons are clicked. Occasionally they can reset.
  • try a different browser and see if that does the trick.
  • Internet Explorer v11 is no longer supported by online banking platforms so please switch if you are using IE.
  • try another payment method - occasionally PayPal has communication issues with retail sites.

If you're still having issues, call us on 07 5451 3506 during office hours 8am-3.30pm Mon-Thur, 8am-12 noon Fri. Outside office hours, please send us an email at [email protected] australianplantsonline.com.au so we can get back to you.

If you get an error message, please email us a screenshot of the issue and the time it occurred - this helps our developers to identify and fix the problem.

 


Have you got my order?

If you have placed your order successfully, you'll see a confirmation message on the screen. We also send you a confirmation email.

When your plants are packed and ready to ship, you'll be sent a second email with Tracking Number.
If you haven't received this second email, your plants are waiting to be packed, safe and receiving our high standard of nursery care. We can't give you an expected shipping date in advance.

Successful payment, but no confirmation email?

Please check your spam and junk folders as emails sometimes go astray or are filtered out by high security settings.
Then get in touch with our customer service on (07) 5451 3506 during office hours, or via email, so we can help.

 

Can I change/add items to my order after I've paid?

No. Once you pay and checkout, we can't add extras or make swaps or change your order in any way.

If you think you might want extra or different plants, we recommend you open up an account first - and save your choice. Your selection is saved for seven days. When you're sure your order is complete, then you can checkout and pay.

You can also add items to a wish list, then transfer them to your cart when you are ready to pay (if they are still in stock).

 

Can I cancel my order?

Yes. There is a $5 charge for the admin time involved if you cancel immediately. We'll refund the balance of your order within ten working days.

If you cancel after we have packed your order we charge 20% of the value of the order to cover finding your parcels, unpacking your plants, and returning them to the right places in the nursery.

 

All our orders are hand packed with care, and leave our nursery in the very best condition possible.
We select the largest and healthiest plants we have available. We hydrate and treat each plant, before carefully packing it for the journey.
Even so, problems occasionally happen. We understand that.

What is the problem?

  • Your plants are dead, dying, or very poor condition on delivery
  • We will issue a credit for the value of your dead/dying plants, or mail you replacement plants if we have them available.
    'Poor condition' means unlikely to live and thrive as a result of shipping issues.

  • The plants delivered are not the variety or product on your order
  • We will issue a credit for the value of your incorrect plants, or mail you replacement plants if we have them available.

  • Your plant has flowered and it is not the variety/colour you ordered
  • We will issue a credit for the value of your incorrect plants, or mail you replacement plants if we have them available.
    We understand in this case you will not be able to contact us in 48 hours. Please let us know as soon as the plant first flowers.

  • Your plants don't look as expected
  • We grow and sell what are known in the trade as 'tubestock' plants. We also sell some indoor plants as smaller plug plants.
    You can see image examples of typical tubestock plants on almost every product page, and of plug plants where relevant.
    Read our blog post on How We Produce Our Plants for more info.

    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 if your plants are a different size to the photos online, or plants you have ordered previously, or your expectations.

  • Your plant has no soil in the pot
  • We ship smaller plug plants inside empty tubestock pots for protection in shipping.

  • The plant is unsuitable for your climate
  • We aim to give as much care and cultivation notes as possible on the product pages, including the soil, water, and climate each plant needs.
    Please read these before buying to make sure you are choosing plants suitable for your personal garden conditions.

  • You have mistakenly ordered seeds or bulbs thinking they were plants
  • We aim to give full information on each product page, including whether they are seeds or bulbs.
    You can return them to us at your own cost within 48 hours of receipt for a refund of the product cost. We do not refund shipping costs.

  • You have ordered the wrong plant, or changed your mind since purchase
  • We do not accept returns or issue refunds for plants bought in error, because we cannot resell them.

  • You have ordered a non-plant item that you now do not want : (excluding gift cards)
  • You can return them to us at your own cost within 48 hours of receipt for a refund of the product cost, if the product arrives in the same condition it was shipped to you. We do not refund shipping costs.

 

You can see our full Terms & Conditions here.

 

Problems with your order?

All our orders are hand packed with care, and leave our nursery in the very best condition possible.
We select the largest and healthiest plants we have available to send.
We hydrate and treat each plant, before carefully packing it for the journey.
Even so, problems occasionally happen. We understand that. Here's how to sort it out.

Help us to help you - please follow these steps

  1. 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.
  3. Contact our customer service direct on (07) 5451 3506 or email us at [email protected], as soon as possible; within 48 hours of receipt where possible. We cannot accept responsibility for issues or delivery problems after that.
  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. Email us photographs of the plants to [email protected] so we can see the problem you have, and take steps to identify and rectify it.
  6. We do not process order problems via our social media accounts.
    We do not check those accounts daily, and cannot trace your orders through their platforms.

 

What will my plants look like?

tubestock plants

Two of our tube stock plants.

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.

Tubestock plants are young plants, usually between 5cm and 15cm tall (obviously depending on the type of plant), grown from a cutting, seed, or Tissue Culture, with a healthy strong root system.

Read our blog post on How We Produce Our Plants for more info.

We also send some indoor plants as plug plants. These are smaller, and ready to plant out or pot on. You can see image examples of each tubestock or plug plant on almost every product page.

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.

 

How big will my plants grow? How fast will they grow?

Plants are living things, variable in nature. We give mature height and width sizes on the website as a guide.
If you have rich fertile soil and regular irrigation, your plants will grow faster and may get larger. If you have poor soil and do not irrigate or feed, or your garden is on a windy or exposed site, your plants may grow smaller or take longer to reach mature size.

See our blog post How Fast Will My Tubestock Plants Grow? for feedback and photos from our customers.

 

What plants do you sell?

We grow and sell over 1000 different kinds of plants seasonally through the year. We select plants that will do well in Australian gardens, climates and soil types.

We sell natives, exotics, tropical plants, drought tolerant plants, frost tolerant plants, succulents, fruit, herbs, bulbs in season, and seeds.
We do NOT sell mature plants, full-grown plants, or 'standard' plants.

 


Can you send plants to TAS/WA?

We send plants Australia-wide.

We can send plants to ALL states
because we have full biosecurity protocols and documents in place.

That doesn't mean we can send ALL plants to ALL states. Your own state biosecurity prevents that happening.
See the plants we can send to your state, by using the filters to the left of your computer screen. or at the bottom of your phone screen.
See the plants we can send to WA and TAS here

 

Why can't you send me all the plants I want?

There are some plants we can't send to every state, regardless of our biosecurity protocols. This is due to individual state biosecurity law which applies to all nurseries.

Azalea, Blueberry, and natives in the Myrtaceae family, (such as lilly pilly, bottlebrush, NZ Christmas bush, tea tree) in particular are restricted by state biosecurity laws, to protect commercial agricultural crops.
See the full list of plants we can't ship to you for more information. We don't break the law.

Some plants - native and exotic - are restricted for sale in certain localised areas, to protect native bushland. They can still be sold and planted everywhere else around the country.
If you are in doubt please check with your local council for details on these.

 

How can I find what plants are in stock?

The online catalog shows products that are in stock or coming within the next week or two.

If you can't see the plant you want in the online catalog, please use the search facility on the menu bar to look for out of stock plants. If the plant you want doesn't show in search, first check your spelling! If that is correct, then we don't stock it at present.

 

How many plants are in stock?

The website is live and updated regularly, showing all the products we have in stock.
If it says 21 plants are in stock, 21 plants are in stock.
If our stock levels show 'in stock' without a quantity, there's at least 200 plants available.

 

It says 'Out of Stock'. When's it back in stock?

On every product page you can see, under the product name, when we estimate products to be back in stock.

If the product you want is out of stock, put your email address in the box on the product page, and we'll email you when it's ready to order.

If the product says Out of Stock and Back in Stock: Now, that means it's just sold out and we haven't had a chance to change to estimated back in stock date.

 

Why tubestock plants?

  • It makes it much cheaper for you to buy. Sending tubestock plants through the post is also much cheaper for you than ordering full-sized plants.
  • Your plants are packed by hand into specially-designed purpose-built packaging, so the plants are fully protected throughout their journey to you.
  • One carton of plants will often fit in a large mailbox so you’ll find it secure when you get home – no waiting in for a delivery.
  • We can send plants to more places. However remote you are, if you can get postal delivery, you can get our plants. You can also pick your plants up from a PO Box.
  • Tubestock plants are reliable, already growing, and match the parent plant - so you get exactly what you expect.
  • Tubestock plants have fast-growing root systems - as soon as you plant them out they will start to grow, soon catching up with more expensive larger plants.
  • Smaller plants mean less work for you – with our tubestock plants you just need to push some soil aside using a hand trowel, not dig out a big trench with a spade.
  • Large plants grown in pots often become ‘pot bound’ which means that their roots are too tightly packed to grow any further. Even when you plant them out they may not spread and grow. There’s no chance of rootbound plants with tubestock plants.
  • You can select a range of plants best suited to your garden, often for little more than one single larger plant would cost you from a retail nursery.
  • Because the plants are great value, you can try out different varieties and colours without risk.
  •  


All our plants are carefully packed in our bespoke boxes. We secure everything in thoroughly, so that your plants reach you in the best condition.

All the plants are watered and specially treated before packing, to reduce water evaporation in transit. We also label each variety of plant so you can identify your purchases.

shipping plug plants inside tube pots for protection

Please note: For some indoor plant varieties we send out large-size plugs instead of tubestock plants - these are ready for potting up or planting out. We will state on the product page if this is the case, and include a photo where possible.

We ship these plug plants inside empty tubestock pots for protection in transit - as the photo shows.

if you think a plant has "fallen out" of its pot or lost its soil, please check the product description as it is very likely this is not the case, and your plant is a protected plug plant.

 

How do I look after my new plants?

  • Unpack them carefully from their packaging. You can recycle the packaging.
  • Make sure they are all ok, and what you ordered. (We don’t make mistakes very often but if we do please contact us as soon as possible.)
  • Give them a little water.
  • Look at our planting hints page for step-by-step photos on how to plant your new plants.
  • Many of the plants we sell grow well in pots and containers – so if you want them to grow on a little before you plant them out into your garden you can plant them into a slightly bigger pot.

 

  • We are 100% Australian-owned.
  • Our plants are all grown in Australia (on the Sunshine Coast of Queensland).
  • We only sell to Australian gardeners
  • We choose plants which will thrive and succeed in Australian gardens and climates, and which suit Australian styles of garden.
  • We sell a wide range of native plants (more than some "specialist" nurseries, by the way) - and we also sell non-native plants which are loved and enjoyed by Australian gardeners.

Just because a plant is native doesn't mean it could - or should - be grown everywhere in Australia.
Our country ranges from inland desert to coastal saltmarsh, tropical rainforest to mountainous snowfield.

If you want to only grow natives, we recommend visiting your local council website which can give you a list of species endemic to your specific local area.

We have a whole page on our nursery - Click here to read more

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