Shipping and Tracking Information
We use Australia Post and Sendle to send our plants within Australia. Both Australia Post, Toll IPEC and Sendle cover over 90% of addresses in Australia. If you live in an area not covered by either service, or would prefer to use your own trusted courier, we have you covered. A customer service representative can create a custom quote with a carrier of your preference within reason, so long as they are able to pick up from the Southern Highlands and service postcodes 2575 and 2576.Â
Simply select the ‘custom shipping quote’ radial on the checkout page, add your preferred carrier information into the text box and one of our associates will contact you with 24 hours of your purchase order. We will send you back a quote inclusive of shipping and handling.Â
If you’d like to go ahead, we’ll add this to your order and resend your invoice with a link to make payment. Shipping quotes are only valid for 48 hours and are subject to change in price at the discretion of the courier company.
Shipping and handling fees are automatically included in the shipping price on the checkout page. For manual quotes, a shipping and handling fee of $5.95 will be added to the total shipping price.
All shipments are sent with tracking and you’ll receive email confirmation once your order is sent along with your tracking information. We ship our plants on Mondays and Tuesdays to minimise time in transit. If there is a public holiday on either Monday or Tuesday, we will ship the next corresponding business day.
Shipping rates are automatically calculated based on your location and by the size and weight of the product you’ve purchased. You can get an estimate of the shipping cost from the cart page. Simply enter your state, city / township and postcode into the corresponding fields and an estimate will automatically calculate.
Special Orders - Freight & Delivery
We now offer freight options for our Special Orders program to customers across Australia, including the ACT, New South Wales, Queensland, South Australia, Tasmania, Victoria and Western Australia. We reserve the right to utilise the services of our transport partners, such as but not limited to: Rangeview Transport, Tasmanian Plant Transport and Rosewood Nursery Transport. At this stage, transport options to the Northern Territory are not possible due to Biosecurity regulations.
When your order is ready to collect, one of our trusted transport providers will collect the items directly from the supplier, and will deliver to your property. We work very closely with the transport team to provide you with accurate delivery information. Sometimes there are delays which are out of our control, and we will endeavour to keep you informed of any changes to the delivery schedule which may occur.
Please ensure someone is on site to accept the delivery of your plants. If there are any problems with your delivery, please refer to the steps outlined in ‘Return and Replacements’. We will work with you and our suppliers to rectify any problems which may occur. Please note that our refund and replacement conditions do not apply for Special Orders, and will defer to the terms and conditions of the supplier.
Sequoia Valley Farms acts as the intermediary between the customer and the supplier. At no time do we have physical access to the supplier’s site, inventory or stock. Pricing and product availability is subject to change and is determined by the supplier. Freight and Shipping charges are also subject to change and are determined by the freight company. Fuel surcharges are variable, and will change according to market conditions and are out of our control. Â
Updating Your Order After Payment
We recommend that you create an account with us so you can track your orders, save payment methods, store shipping and billing addresses and create a wish list. Your order can be placed on hold for up to 7 days in your cart. We recommend that you check over your order before checking out and processing payment.
Once you have checked out and paid for your order, we cannot amend it. If you do not want your order shipped, you must contact us in writing within 24 hours to either cancel or place your order on hold, before fulfilment of your order is completed. Cancellation requests made within 24 hours of purchase will incur an administration fee of $5.95. Requests made after 24 hours, and post fulfillment will defer to the change of mind policy regarding refunds.
Held orders will incur a $10 fee, incurred for each week the order is held, up to a maximum of four (4) weeks to cover the labour and maintenance costs to maintain your plants.
If you choose not to take up your plants after four (4) weeks, your order will be automatically forfeited and not eligible for refund.
Sequoia Valley Farms will make every effort to accommodate customers with exceptional circumstances. Please contact us via email or webform and a customer service representative will review and make every effort to work with you to achieve the best outcome possible.
Returns and Replacements
We understand that even with the utmost care taken, problems may occur on occasion. Please use these steps as a guide to help us diagnose your problem or facilitate a return, and we’ll work with you to come up with the best solution possible.
- Please check the product descriptions before ordering to make sure the product is suitable for your needs. We’ll do our best to provide you with accurate information to help you make your decision, however the choice is yours what you purchase and what you decide to do with your item.
- Check the order as soon as it arrives, or as soon as possible, preferably within 48 hours of receipt.
- If you notice a problem with your order, please prepare to provide us your full name, address, order number, photographic evidence and have a description of the problem ready to help us assist with your enquiry. Â
You can use the following methods of contact to raise your issue. Photographic evidence should be submitted via email so a representative can assess, diagnose and take steps to remedy the problem.
Email: sales@sequoiavalleyfarms.com.au
Web Form (via Contact Us, Customer Contact or About Us)
Telephone: +61 476 404 940
If you do not make contact via phone, the website or email within 48 hours of receipt, we will not accept responsibility for any issues or delivery problems. Exceptions will be made if we send you the incorrect plant species, variety or cultivar where leaf and or flower blooms differ from what has been sold.
Please do not instigate contact over social media platforms to raise your issue or return request. Any contact over social media accounts to remedy issues is strongly advised against, as we do not monitor these accounts regularly. We want to help remedy your situation as soon as possible, so please use the ascribed methods of contact.
We strongly recommend taking postage insurance at time of checkout with Australia Post. If you choose to send your order to a PO Box, please note that problems with your order that are the direct result of failure to collect your order within a reasonable time frame will not be eligible for refund or replacement. We strongly advise against using a PO Box where possible, due to the nature of our product. A residential or business address is highly recommended.
If the following instances have occurred, we will issue a credit for the value of the items(s) affected, and or send you replacement items if in stock.
- If we determine that your plant arrived in poor condition on delivery, is dead, dying or unlikely to thrive.
- If you receive the incorrect plant species, variety or cultivar. This may include plants with leaves or flowers which differ from what has been sold. This clause does not cover individual plant variations which occur within a species, variety or cultivar, such as variations within the parameters specified on the product listing. The 48-hour window will not apply if the plant has not produced leaves or flowers within the delivery window, and contact can be made via the ascribed methods.
The following instances will be assessed on a case-by-case situation.
The plant does not look like the online image
Each and every plant is a unique specimen with its own arrangement of leaves, stems and branches. Just like people, no two plants are exactly the same. Our stock pictures are taken onsite using our very own plants, so you’ll have a very good idea of what your plant will look like. Pictures are updated to reflect the types of plants in our stock range each time we receive or produce a new batch, so you’ll always have a current representation of what you are purchasing. Sizes and photos are a guide only. Refunds will not be issued where natural variations occur.
The item is not suitable for your area, (i.e., climate, soil type etc.)
We provide detailed information on our product pages that include environmental conditions which suit the plant best, its water and nutrient requirements and other useful information. Please ensure to read these and take all information provided into consideration before you make a purchase. Ultimately, it is your decision and responsibility how and where you chose to utilise your item.
Change of mind
We do not issue refunds or credits for change of mind.
Product bought in error (case of mistaken identity)
We can not accept returns or issue a refund for an item purchased in error, nor can we issue a credit. We cannot resell the item, as this may contravene biosecurity laws and restrictions. We have detailed information on our product pages for each item we sell, please read carefully before making your purchase.
If you are unsure about any of our conditions, please contact our friendly team and we’ll be more than happy to assist you.
Click here to see our full Terms and Conditions.