F A Q
Frequently asked questions
1. How much is the shipping cost?
Tropical Plant Empire uses Australia Post Express Post to ship plants to their new home. There are 3 types of shipping fee:
- Express Postage for plant items - $18 per order.
- Normal Postage for non-plant items - $8 per order. In case of ordering non-plant items together with plants, the shipping fee will be based on plant express postage.
- Free shipping - For buying gift cards only. Gift card code will be sent to you via email after purchasing.
Shipping fee includes postage, packaging materials and packing time. Orders cannot be combined after checking out. To fully benefit from shipping cost, please make sure that you have all products you want to purchase in one order.
For bulk orders (more than 20 items), shipping will be calculated case by case. Please contact us at firstname.lastname@example.org for shipping cost before making payment.
Tropical Plant Empire is currently unable to ship plants outside Australia, also not ship to Quarantine States (WA, TAS and NT). Unfortunately, we will not be able to send any products to P.O. Boxes. We require a valid residential or business address for shipping.
2. How will my plant be shipped?
Plants will be sent semi bare-rooted. The root will be wrapped with moist sphagnum moss or coco coir and then wrapped with aluminum foil or glad wrap to help keep them hydrated during their journey to their new home. The leaves will be wrapped with paper or bubble wrap depending on the individual plant variety, taking into account the size and the shape of the leaves. Packaging will also be used as required to ensure that we keep the foliage dry to avoid any possibility of the plants contacting any moisture damage. The wrapped plants will then be packed in solid cardboard postal box or cardboard postal tube, ready for their new home.
In some instances, depending on variety, some small plants with shallow roots will be packed partially with growing medium intact to protect their delicate roots. Spread-out shape plants will be shipped in cardboard mailing box. Tropical Plant Empire will not ship any plants with pots.
All plants will be sent via Australia Post from Monday to Wednesday after the payment has been successfully made. Plants purchased after Tuesday 2 pm Melbourne time will be sent the next following Monday.
Despite our best care in packing plants, some occasional blemishes (leaves wilting or falling) may occur during the journey. Please understand that we sell only healthy and mature plants, thus they will be able to quickly recover once they receive their correct care. Growing tips and care can be found in Plant Care.
3. What size of the plants will I get?
The size of the plants will be specified on each product page, varying by the size of plants, variegation grading and the size of pots. Variegation and leaves may vary as per their own identity. All plants are of the best quality and we will ensure to pick the best quality one for you as per our available stock at your time of purchase.
4. When will I get my plant?
All plants will be sent using Australia Post Express Post. Customers in metropolitan capital cities, Australia Post Express Post will usually arrive no longer than 3 business days. For those in regional areas, slight delay may occur. For those who live in regional or rural areas, we recommend you to complete your purchase by Sunday in order to make sure that your plants will be sent out by Monday and will possibly arrive within the week.
5. How can I track my plant after a purchase?
Tracking details and updates will be sent directly to customers via Australia Post in the form of email or text messages. Customers are able to check tracking, delivery ETA and organize redirection if required. For this reason, please ensure you checkout with a valid email address and a mobile number.
6. What happens if my plants are damaged during transit?
We do the best we can to ensure that your plants will arrive safely at the best condition. However, Tropical Plant Empire holds no responsibility for plants damaged during transit nor plants that get damage from being left at the post office or your doorstep. This is because once the plants leave our hands to the new home, there are many variable factors that are simply beyond our control.
7. What is your refund policy?
Due to the perishable nature of plants, we are unable to offer refunds in any case. A return policy is also not feasible; during transit back to us, plants may not arrive in a condition which allow a resale.
In any instance when you are not happy with your plant, please contact us immediately. We will be more than happy to work with you until we can find a happy solution for all parties.
Tropical Plant Empire will not refund or replace orders that are lost due to customers checking out with incorrect delivery details, resulting in their parcels being stolen or claimed by someone else.
8. What to do when my plants arrive?
We recommend you to unwrap them as soon as you can, put the root of the plant in clean water and put them in a shady area until they start to bounce back. This may take a couple of days to a week, depending on each variety. Changing the water every day helps the plants recover faster.
9. Can I pick up my items from your store?
Tropical Plant Empire is fully operated as an online business running from our private residence. We do not have a shop front to facilitate items to be picked up.
On some occasions, we will have our pop up stalls at markets across Melbourne, in which you may pick up your purchased items. Items to be picked up at markets must be paid in full prior to the market date. Due to the limited space of our premises, we will be able to hold your items for a maximum of 1 week from the day items are purchased. Failure to pick up on a specific date and venue does not qualify for a refund and paid items cannot be changed to cash credit.
The venue of markets will be announced in advance on our website. To keep update on market events and new stock arrivals, please subscribe to our newsletter.
10. Can you source a plant for me? Do you do pre-orders?
Yes, Tropical Plant Empire can source small-to-medium tropical ornament plants for you. We will advise you the cost of the plants once we are able to find them. This may take up to 2 months in cases where they are exceptionally rare or slow growing.
Pre-orders are acceptable only when a 50% deposit of the plant cost is made. Deposits are required for any plant worth more than A$50.00 per plant. Deposits will be forfeited with no dispute, if a buyer fails to make the balance of the payment within the due date and time, as advised by Tropical Plant Empire.
11. How to use promotional codes?
Promotional codes are offered for use within nominated, limited time. All codes used are capitalized and without quotation marks. Please ensure you enter them correctly to ensure that you are able to enjoy the benefit once you are ready to complete your purchase.
12. Why can’t I use my code?
Common reasons why promotional codes might not be working
- The code has expired
- The code is not valid for the product you purchased.
- The code is a single use only code and has already been used
- The code has been typed in the wrong case or incorrectly spelled
- Only one promotional code can be used at the time of purchase. Combining several promotional codes may result in a rejection.
It is best to re-type the codes, rather than copy and paste. If you still experience difficulty, please reach to us at email@example.com before finalizing your purchase.
Promotional codes must be entered at check out before payment is made. Codes cannot be added later.