Cremneria Rapunzel
SHIPPING GUIDE
Please read it carefully;
***Please be aware that unfortunately we are no longer able to add extra plants to your order or combine multiple orders to be posted together (Updated 26/06/20).
Attention: If you place multiple orders it does not mean they will arrive together, please carefully check the cut-off day to find out approximately when you will receive your parcel.
*** Heavier orders may take a little longer to arrive.
*** Please check our "Returns / Exchanges / Change of Mind Policy" before placing orders.
IMPORTANT INFO CUT-OFF DAY:
***Cut Off day ordering is every Tuesday 11h59pm and orders will be posted according to your respective state the following week.
Orders placed by Tuesday cut-off, means orders before Tuesday (WED to TUE) will be sent on the following Monday or Tuesday. If you order on Wednesday you will miss the following week shipping, so you will have to add an extra 2 weeks as your CUT-OFF DAY will be on Tuesday the week after.
All plants are posted bare rooted without pots or potting mix.
We are currently sending Via Australia Post and by "Express Post" only.
If you don't receive your parcel on time according to tracking number date, please contact us so we can issue a missing parcel to AU POST.
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Victoria
Au Express post
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QLD - NSW - SA - ACT
Au Express post
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WA
Au Express post
Price includes permit & phytosanitary treatment fee |
Tasmania - NT
Au Express post
Price Includes permit & phytosanitary treatment fee |
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Small box 0 - 0.5Kg $10.50 Medium box 0.5 - 3Kg $16.00 Large box 3 - 5Kg $19.00 X Large box 5 - 15Kg $25.00 |
Small box 0 - 0.5Kg $10.50 Medium box 0.5 - 1Kg $16.00 Large box 1 - 3Kg $26.00 X Large box 3 - 10Kg $40.00 |
Small box 0 - 0.5Kg $45.50 Medium box 0.5 - 1Kg $56.00 Large box 1 - 5Kg $65.00
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Small box 0 - 0.5Kg $40.50 Medium box 0.5 - 3Kg $51.00 Large box 3 - 5Kg $60.00
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Note: Small box fits around 8 small plants
Attention for TUESDAYS CUT-OFF DAY and shipping timing by state:
- All parcels may take 2 to 5 days to be shipped by Australia post.
- *** Heavier orders may take a little longer to arrive.
- VIC: Orders paid by Tuesdays 11:59 pm will be "dispatched" on the following Tuesday.
- NSW: Orders paid by Tuesdays 11:59 pm will be "dispatched" on the following Tuesday.
- Other states (QLD, SA, ACT, TAS and NT): Orders paid until Tuesdays 11:59 pm will be dispatched on the following Monday.
- Please note: If you miss the cut-off day (Tuesday 11:59 pm) you have to add an extra week so your order will dispatched in 2 weeks. Orders placed by Tuesday cut-off, means orders placed BEFORE Tuesday (WED to TUE) will be sent in the following week, but if you order on Wednesday after the cut-off day you will miss the following week shipping, so you have to add an extra weeks as your CUT-OFF DAY will be on Tuesday the week after.
- WA: Cut-off from monthly ordering is last Tuesday of the month 11:59 pm and dispatched on the following Monday (please check exclusive details for WA below). If you miss the cut-off day you will have to wait until the next first Monday of the next month for your order to be dispatched.
- We do combine orders for WA and we refund extra paid permits before the dispatching day.
Please check the illustration below to find out how Cut-off day works
For example. a dispatching day that will happen on 13th has a yellow colour witch means orders placed in the following yellow coloured dates will be dispatched on 13th, the other colours follow the same rule.
Please check our "Returns / Exchanges / Change of Mind Policy" before placing orders.
Please note: Unfortunately we are no longer able to combine orders as we are now finalizing your orders on a "daily basis" to ensure everyone receives their orders on time, reason why these changes had to be applied.
*There is no changes for our customers in WA who pays permit and treatment fees for their orders which are dispatched once a month.
If multiple orders are made before cut off day (according to WA rules provided above) please notify us by email or by leaving a note at your cart order and we will refund extra permit / treatment fees that has been paid.
Tasmania customers:
A Notice of Intention to Import Form is necessary for the import of plants under Tasmanian Bio-Security Laws.
We now fill this form out for each customer; and will email it to Bio-Security Tasmania on your behalf.
WA customers:
WA orders are now dispatched once a month, on the first Monday of each month (check calendar illustration below).
Cut off day of monthly ordering is the last Tuesday 11:59 pm of the month, before dispatching day (which is first Monday of the month). All orders placed after this time will be dispatched the next consecutive Month according to the examples on calendar below.
*** New Information for WA Customers ***
All plants imported into WA are required to be inspected by quarantine. Every time quarantine makes an inspection a fee is charged and unfortunately this has fallen to the importer / customer.
We were previously unaware of this as we are certified to send plants to WA and also obtain the pre-approval required. Up until recently we have had no issues.
We have now made an agreement with WA Quarantine to incur the inspection fees on behalf of the customer. By doing this we have had to unfortunately raise the Permit and Treatment fee slightly to help us cover this cost.
We will combine WA orders and we will refund extra paid permits before dispatching day.
We only post to WA 'ONCE A MONTH'.
Please click this link for more information
We do not give refunds after posting and cannot be held responsible for the plants once they are in your care.
PACKING:
All plants are posted bare rooted without pots or potting mix.
We select the best quality plants from our stock to fulfill your order. Each plant is removed from its pot and cleaned of the soil as this is the safest, cleanest and cheapest method of posting succulents. Plants are posted neatly wrapped with padding to ensure a safe arrival. Size, colour, and shape may vary a little according to the season, or the cold and due to slight drying upon packing and may possibly look slightly different from the photo.
PLACING AN ORDER:
If you have been confused or had problems with how to proceed through our checkout system please follow this step by step guide.
- Select your desired plants, quantity and/or other products and click BUY NOW. Your selection will be added to the shopping cart.
- When you have finished shopping click on the Shopping Cart symbol located at the top of the page.
- You will now be shown the contents of your Shopping Cart. You are also able to make changes to your selected purchases if desired. Click Update to adjust any changes.
- If you wish to add more items and continue shopping, simply click Continue Shopping to return to the Shop.
- When you are happy with your order, click Checkout to proceed.
- Fill in the required Customer Information and click Continue to Shipping Method to proceed. Please check your information is correct to avoid any delays.
- Shipping is automatically calculated by the quantity ordered and weight. Review your total and click Continue to Payment Method.
- Select your Payment Method and details. * All transactions are secure and encrypted and we do not hold any credit card information.
- Select your Billing address and click Complete Order.
- You will be sent an order confirmation and invoice to your Email Address.
- It`s DONE!
REFUNDS / EXCHANGES / CHANGE OF MIND POLICY
Please read it carefully:
*If you have changed your mind: after purchasing and want to cancel your order it`s ok, just be aware that you have 24 hours to contact us from the time you have placed the order.
*If you provide wrong address: You will have to wait until the order return so we can send you another order. No refunds or cancelation will be applied for this case.
*If you order wrong plants / item: If you order anything by mistake and want us to exchange or refund, you have 24 hours to inform us after order have been placed.
*If you find any issue with your order: Please contact us within 48 hours after receiving the product and send us a photo of the issue and the box so we can check it.
*If your parcel or your product got damaged during transport: Please send us a photo of the product + the box, and in put a claim to AU post.
*If you didn't receive your parcel: please put a claim to your nearest AU post office, and we will assist you with the process
Important message
We highly recommend our customers to always check our shopping and shipping guide on our website https://www.succulents-australia-sales.com/pages/shopping-guide and our FAQ`s before placing orders.
Majority of are solved quickly :)
Placing orders
- How to order plants from our website?
- Can I add extra plants to my PREVIOUS order to pay only one shipping?
Sorry, but we are no longer able to add extra plants / combining orders as we have changed the way we process orders. Also, to avoid delays you must place multiple orders before cut-off day, heavier orders may take a little longer to arrive. Please check our shipping and shopping guide for more information at this link: https://www.succulents-australia-sales.com/pages/shopping-guide
- Please I would like to receive that specific plant that is in the website picture.
Thank you for your interest, but unfortunately, we are not able to pick a specific plant that. We pick the best quality as possible. Plants are live and all of them has different characters. They may differ in colors size and have may have some dried leaves or washable marks that comes from a fungicide spray (only In winter season) to protect the plants from fungus diseases in this season.
- Is it correct that as per the email I received I can get 10% off the first order & if yes, what “code” should I enter when completing the purchase?
Please find the Reward Bar from our website. You can find the orange bar right bottom corner
Please Login or create an account.
You will get 1000 points, and then click 'GET REWARDS'
Click 'REDEEM'10% off discount Redeem for 1000 points
Please follow the video for the how to redeem the discount code
-
Pre-pay orders and holds
Sorry but we do not pre-pays or hold orders.
Shipping and Shopping
- When my order will be posted?
- When my plants will arrive?
- VIC: Orders paid until Tuesday 11:59pm will be '"dispatched" on Friday (same week of cut off day) as Au post is still processing and delivering parcels on the weekends.
- NSW: Orders paid until Tuesday 11:59pm will be dispatched on the following Tuesday.
- Other states (QLD, SA, ACT, TAS and NT): Orders paid until Tuesday
- 11:59pm will be dispatched on the following Monday.
- WA: Cut off from monthly ordering is Tuesday 11:59pm before the first Monday of the month and dispatched on followed Monday.
- If you miss the cut off day (Tuesday 11:59pm) you will have to add an extra week and it will be dispatched on next "Friday / Monday or Tuesday" according to your state (information above).
- WA: If you miss the cut off day (Tuesdays 11:59pm) you will have to add an extra month to be dispatched.
- Parcels may take 2 to 5 days to be shipped by Australia post.
- *** Heavier orders may take a little longer to arrive.
Please check our Shipping & Shopping Guide in our web site to find out more details on how cut off day works. https://www.succulents-australia-sales.com/pages/shopping-guide
- How long does the express shipping take?
Within 2 to 5 business days.
- Regarding to the free shipping code redeemed from the reward system, is it even free for the shipping to WA?
We may need to send you a separate invoice for the treatment fee.
- General requirements:
For any requirement please leave a note at the check-out page when purchasing. Thanks for your
message.
- How do I get free shipping?
By joining our rewards program and following the guide steps.
Please check the link below:
https://www.youtube.com/watch?time_continue=2&v=wj1nl9JfvKs&feature=emb_title
- Do you ship to restricted areas in Australia?
Yes, we do ship to all Australian territory, but a permit and treatment fee is required.
- The plants I received is not what I ordered.
Please send us a photo of the plants and of the invoice with order number as soon as possible.
- What is some watermarks / white dots in the plants?
White spots are from a fungicide spray we use in our plants during winter to protect them from fungus diseases. It will easily come off with water. You can find in the box a pamphlet we have sent explaining about it.
- Do you post overseas?
To receive plants from overseas you must have an Importing Permit. To send plants overseas is also required a Phytosanitary treatment which costs around $200 + Shipping.
Combining postage
- Do you combine postage?
- Can I add extra plants to my order?
We have made a few changes to the way we manage our online orders as we are now finalizing it on a daily basis to ensure everyone gets their order on time as a result and unfortunately for this reason we can no longer offer to combine orders for postage. (Updated 26/06/20). Please check our shipping and shopping guide for more information at this link: https://www.succulents-australia-sales.com/pages/shopping-guide
Although these changes will not affect our WA customers which is done monthly. Orders have to be placed before cut off day and by adding your previous orders numbers on the “order notes” at the check-out and we will refund the treatment fee and postage if it is necessary.
For further information always check our Shopping guide at this link: https://www.succulents-australia-sales.com/pages/shopping-guide
Payments
- What type of payments do you accept?
We accept Credit/Debit card transactions, Internet banking Transfer (Poli) and After Pay as methods of payment. We do not accept Pay pal.
After plants arrive
- Will my succulents be alright in the mail?
- I have got my parcel and my plants look very dry / withered / wrinkly, why is this? Will they survive?
Yes, they will be alright, they are hardy / drought tolerant plants which allows us posting and sending all our plants bare rooted. It is part of the shipping process, we allow the plants to dry for a few days before postage to remove any excess of moisture from around the plant, so they do not arrive with any fungal or rotting issues what is more likely to happen during postage if it is packed having any moisture in a confined place. The best thing to do is to pot them up into a DRY potting mix and then let them sit for a week or so without being watered or until new roots have grown. Place it in a warmer position. Once plant is established do not water often in winter.
- What do I do with my plants now they have arrived?
- How and where do I plant my succulents?
- Pot up your new succulents into your desired pot using a - DRY succulent potting mix.
- Place your pots in an airy environment in a bright location, protect it from direct sunlight and frost.
- After few weeks new roots will start to grow, then you can water it. After watering check the weight of the pot to have an idea when it will need water again. It may need when the pot becomes light AND / OR the leaves look a bit dehydrated wrinkly.
- Exception care for winter season:
Good and happy growing from Succulents Australia plants will need watering only once or twice every month or two during the winter months. For good plant health is added a small amount of Dolomite Lime to our potting mix as it is full of minerals and trace elements.
The best-looking succulents are grown in good light with minimal fertiliser and with just enough water for slow growth. This is when they exhibit their best form, shape, and colour.
Pot them up into a DRY potting mix and then let them sit for a week or so without being watered or until new roots have grown. Place your pots in an airy environment, warmer and bright location, protect it from direct sunlight and frost. Once plant is stablished do not water often in winter, twice a week in average. It may need water when the pot becomes light AND / OR the leaves look a bit dehydrated wrinkly.
- My product got damaged during transport:
Please send us ‘a photo’ of the product and the box, and in put a claim to AU post. You can find out more on our website ‘returns / exchanges/ change of mind policy’ at https://www.succulents-australia-sales.com/pages/shopping-guide
Stock availability
- Do you have new types of succulents?
We are always adding new plants to our shop, you can find our latest products in the link https://www.succulents-australia-sales.com/collections/all-products
- Do you have a type of plant that I can’t find in the website”?
If you cannot find the item on the website, unfortunately we do not have them yet, but we are always working to expand our collection. Keep an eye in our newsletter and social medias to get updated, we may have them very soon. https://www.succulents-australia-sales.com/ or https://www.succulents-australia-sales.com/collections
- Out of Stock / Back in Stock (In season)
If the item you are searching is out of stock do not worry, we are adding more stock to our website every week. If you don't want to miss out, the best way to get notification of an out of stock product is “Adding the item in to your Wishlist” by hitting the bottom illustrated by a little heart, and it’s done! In this way you will be notified as soon as your plant becomes available. Please check our web site link to find out more https://www.succulents-australia-sales.com/ and https://www.succulents-australia-sales.com/collections
**UNAVAILABLE PLANTS / SOLD OUT
- There is not much stock left in your website, when you will have more stock coming back?
Rewards Program
- Is the rewarding program available for purchases on site?
Unfortunately, the reward points program is a website program only.
- How to start using Loyalty and Rewards? How to use the rewards system?
Please check the link below:
https://www.youtube.com/watch?time_continue=2&v=wj1nl9JfvKs&feature=emb_title
To use your points and apply a discount: Click on the rewards tab at the bottom of the screen and log in.
You can then choose how you want to spend your points. Click on the reward you wish to redeem, and you will see a code pop up.
Copy this code and apply at checkout before payment is made to redeem your discount.
- I forgot to add my rewards points to my cart when I placed an order. What do I do?
If you have not used your rewards points for this purchase, you should still have them available to use in for your next order. Unfortunately, we are not able to redeem your rewards at our end once an order has been placed.
- Regarding to the free shipping code redeemed from the reward system, is it even free for the shipping to WA?
We may need to send you a separate invoice for the treatment fee.
Plants Care guide / General tips
- Frost tolerant succulents
Sempervivums, some types of ground cover Sedums.
- How to care for variegated plants?
For the most of rare variegated succulents it needs to be under cover, and we mix gravels with potting mix to improve the drainage.
Please check / watch our care guides / blogs in our website at these links: https://www.succulents-australia-sales.com/blogs/blog https://www.succulents-australia-sales.com/blogs/video
Open days / Visitors
- Are you open for visitors during Covid-19 quarantine?
We are currently closed due to the restrictions. Please check our web site and social medias to get updated when we you be open again.
- How often do you have open days?
We have two monthly open days From 9am to 4pm, the second and forth Saturdays of the month.
Our address is 429, Monbulk Rd, Monbulk - VIC - 3793
For further details, please check our web page : https://www.succulents-australia-sales.com/pages/events-and-open-days
Copyrights Photos
- Can I use your website photos?
- I have added some of your pictures on my Amazing Succulents video. Please advise if your pictures are copyright protected or free to use so I can take it down if I need to.
Our photos are copyright protected but we understand that photos are also part of education matters. And due to that we would not mind as long as the following requirements are met: The photos must be used with the finality of education which means no sales have to be involved unless you are our client and ask us for permission, and the credits must be given to us by letting people know the address where the photos came from, wherever it has been advertised in.
Exchanges / Returns / Change of Mind Policy
Please read it carefully:
*If you have changed your mind: after purchasing and want to cancel your order it`s ok, just be aware that you have 24 hours to contact us from the time you have placed the order.
*If you provide wrong address: You will have to wait until the order return so we can send you another order. No refunds or cancelation will be applied for this case.
*If you order wrong plants / item: If you order anything by mistake and want us to exchange or refund, you have 24 hours to inform us after order have been placed.
*If you find any issue with your order: Please contact us within 48 hours after receiving the product and send us a photo of the issue and the box so we can check it.
*If your parcel or your product got damaged during transport: Please send us a photo of the product + the box, and in put a claim to AU post.
*If you didn't receive your parcel: please put a claim to your nearest AU post office, and we will assist you with the process
Please read it carefully:
*If you have changed your mind: after purchasing and want to cancel your order it`s ok, just be aware that you have 24 hours to contact us from the time you have placed the order.
*If you provide wrong address: You will have to wait until the order return so we can send you another order. No refunds or cancelation will be applied for this case.
*If you order wrong plants / item: If you order anything by mistake and want us to exchange or refund, you have 24 hours to inform us after order have been placed.
*If you find any issue with your order: Please contact us within 48 hours after receiving the product and send us a photo of the issue and the box so we can check it.
*If your parcel or your product got damaged during transport: Please send us a photo of the product + the box, and in put a claim to AU post.
*If you didn't receive your parcel: please put a claim to your nearest AU post office, and we will assist you with the process