Welcome to Australian Plants Online’s FAQ section! We’re here to help make your plant shopping experience as smooth as possible. Below you’ll find answers to our most commonly asked questions about our native plants, delivery process, payments, and more.

About Our Plants

What types of plants do you specialize in?
We specialize in Australian native plants including popular varieties like Callistemon (bottlebrush), Agapanthus, and Agave & Mangave. Our collection also includes bee-friendly plants, butterfly food plants, bonsai, bulbs, and plants suited for specific conditions like acid soils or clay soils.
Are your plants suitable for beginners?
Absolutely! We offer a range of plants from beginner-friendly options like our hardy natives (perfect for our free standard delivery) to more specialized varieties. Our “Best Sellers” and “Bee Friendly Plants” collections are particularly good starting points for new gardeners.
Do you provide care instructions with the plants?
Yes! Every plant arrives with detailed care instructions to help it thrive in your garden. We include information about sunlight requirements, watering needs, and soil preferences specific to each plant variety.

Ordering & Account Questions

How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Having an account lets you track orders, save your delivery details, and view your order history.
I forgot my password. How can I reset it?
Click on “Forgot Password” on the login page and enter your email address. We’ll send you a link to create a new password. If you don’t receive the email within 10 minutes, please check your spam folder or contact us at [email protected].
Can I modify or cancel my order after placing it?
We process orders quickly to get your plants to you as soon as possible. If you need to modify or cancel your order, please contact us immediately at [email protected] or call our customer service. We’ll do our best to accommodate your request if your order hasn’t already entered the packing process.

Payment Options

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for your convenience. All payments are processed securely through our encrypted checkout system.
Is it safe to enter my credit card information on your site?
Absolutely. We use industry-standard SSL encryption to protect all your personal and payment information. You can also choose to pay through PayPal for an additional layer of security if you prefer.
Why was my payment declined?
Payment declines usually occur because of incorrect card details, insufficient funds, or your bank’s security measures. We recommend double-checking your card information, ensuring you have sufficient funds, or contacting your bank if the problem persists. You can also try using a different payment method.

Shipping & Delivery

What are my delivery options?
We offer two shipping options:
🚀 Express Delivery (10-15 days): $12.95 AUD via DHL or FedEx with tracking
🌿 Free Standard Delivery (15-25 days): Free for orders over $50 AUD via EMS

Hardy native plants like Callistemon and Agapanthus travel particularly well with our free standard delivery option.
Do you deliver to my area?
We ship worldwide except to parts of Asia and some remote regions. If you’re unsure whether we deliver to your location, please contact us at [email protected] with your address details and we’ll be happy to check for you.
How are plants packaged for shipping?
Your plants receive VIP treatment! Our tubestock plants travel in specialized containers that protect roots and retain moisture, with eco-friendly padding to prevent movement during transit. We’ve perfected our packaging through years of experience shipping plants across Australia and internationally.
Can I specify a delivery date?
While we can’t guarantee specific delivery dates due to variables in transit times, you can leave special instructions at checkout and we’ll do our best to accommodate your preferences. For time-sensitive deliveries, we recommend choosing our Express Delivery option.
What if I’m not home when my plants arrive?
Most carriers will leave your package in a safe place. In hot climates, we recommend arranging for someone to receive your plants to bring them indoors promptly. Our packaging is designed to protect plants during transit, but they’ll be happiest when unpacked as soon as possible after delivery.

Returns & Guarantees

What is your returns policy?
We offer a 30-Day Happiness Guarantee. If your plants don’t arrive in good condition or struggle to settle in, we’ll replace them or refund your money. Please contact us within 15 days of receiving your plants if there are any issues.
How do I return a plant?
If you’re unhappy with your plants, please contact us immediately at [email protected] with photos of the plants and your order number. In most cases, we’ll send replacements without requiring you to return the original plants. Your gardening success means everything to us!
What if my plant dies after the 30-day guarantee period?
While our guarantee covers the initial 30 days to ensure your plants arrive healthy and have time to settle in, we’re always here to offer advice if your plants need extra care later on. Feel free to contact us with any gardening questions – we’re happy to help troubleshoot care issues even after the guarantee period.

Can’t find the answer you’re looking for? Our friendly customer service team is always happy to help! Contact us at [email protected] or visit our nursery at 99 Gregory Way, Mornington, AU 6221.

Happy gardening from all of us at Australian Plants Online – where every delivery brings nature’s treasures to your doorstep!