FAQ

🌿 Garden Express Frequently Asked Questions (FAQ)

Welcome to the Garden Express FAQ — your guide to ordering, delivery, quarantine rules, and more.
If your question isn’t covered here, contact us via email or phone 03 9751 9498.

🌼 How can I place an order?

You can place an order in five easy ways:

• Phone: 03 9751 9498 (credit card orders and enquiries only)

• Fax: 03 9751 9499 (credit card orders only)

• Online: www.gardenexpress.com.au

• Email: info@gardenexpress.com.au

• Mail:
  Garden Express
  REPLY PAID 68541
  Monbulk VIC 3793

🌸 Can I visit the Garden Express shop in person?

Yes! Personal shopping is welcome.
📍 Address: 470 Monbulk Rd, Monbulk VIC 3793
🕒 Hours:

• Monday–Friday: 8:00am–4:00pm

• Saturday: 9:00am–3:00pm
  (Closed on public holidays)

Tip: Call ahead to confirm stock and we’ll prepare your order for quick pickup.

🚚 Where do you deliver?

We deliver Australia-wide (mainland and Tasmania), mainly via Australia Post.
Christmas Island, Lord Howe Island, Norfolk Island, Cocos Islands, and Groote Eylandt (Alyangula).

These areas have limited delivery services and strict quarantine restrictions.

✈️ I live outside Australia — can I order?

Yes! You can place an order if the delivery address is within Australia.
It’s a great way to send a gift to family or friends living in Australia.
Unfortunately, we cannot deliver outside Australia

💲 What are the delivery charges?

Delivery rates are the same across Australia, but quarantine surcharges apply to some states.
See our Delivery Charges page for full details.

🌱 Why does quarantine apply within Australia?

Each state manages its own plant quarantine laws to protect local agriculture and the environment from pests, diseases, and invasive species.
These restrictions vary depending on the state’s conditions. Some plants can only enter if treated or certified appropriately.

⚠️ Severe penalties apply for breaches, so always check restrictions before ordering across states.

🔍 Does quarantine apply to my order?

If your order includes restricted products, we’ll adjust it to comply with state laws.
A Quarantine Inspection Surcharge applies to Tasmania, Northern Territory, and Western Australia for all orders containing plant goods (including bulbs and seeds).

This surcharge covers inspection and additional processing costs. If it turns out your order didn’t require it, we’ll refund or add a bonus item of equal value.

🧾 Do I have to register to place an order?

No. You can order as a guest.
However, creating an Online Profile lets you save details for faster checkout next time and see your order history.

🔢 Where do I find my account number?

Your account number (usually 5–6 digits) is printed on the invoice included with your order.

If you can’t find it, we can locate it using your name and address — just include a note in the “Your message to us” field during checkout or call us directly.

🔐 Username or password issues

• If your chosen username is taken, modify it slightly (e.g., add numbers or letters).

• Forgotten login details? Visit the LostPassword and you will be able to reset your password.

Keep your profile up to date for smooth account access.

✏️ How do I update my online profile?

Simply log in and go to My Account link on the top menu
You can update your address, contact details, email, or password.

🎁 Can I send a gift?

Yes! You can:

• Enter a different delivery address,

• Add a recipient name and message, and

• Request a preferred delivery date (we’ll do our best to meet it).

🏖️ Can I delay delivery while I’m away?

Absolutely.
Add a note in the “Your message to us” field with your away dates, and we’ll hold your order until you’re home.

💰 What payment methods do you accept?

We accept:

• Visa

• MasterCard

• Diners Club

• American Express

• PayPal (with or without a PayPal account)

• AfterPay

Learn more about payment options on our Payment Information page.

⚠️ Payment gateway issue

If there’s an issue during checkout (e.g., PayPal or eWay timeout), contact us so we can confirm your order status.
Registered users can log in to resume any incomplete orders.

📦 How is my order delivered?

Most orders are sent via Australia Post.
Larger orders (over 1m long or multiple packages) are delivered via StarTrack Couriers.
We’ll contact you for a street address if required — the delivery fee remains the same.

Note: StarTrack cannot deliver to PO Boxes, RSDs, or similar postal addresses.

⏱️ How long will delivery take?

Orders are typically dispatched within 5–10 working days (excluding pre-orders).
Allow extra time during busy seasons, holidays, extreme weather, or for quarantine inspection in QLD, TAS, NT, and WA.

📞 What if there’s a problem with my order?

Check your delivery against the enclosed invoice as soon as it arrives.
If something’s missing, damaged, or incorrect, contact us within 7 days so we can resolve it quickly.

❌ Can I change or cancel my order?

Orders can’t be altered once placed.
Additions are treated as new orders (with a new freight charge).
Cancellations before dispatch incur a $5.00 admin fee; refunds are processed within 10 working days.

🔒 Are my details private?

Your privacy matters to us.
We never share customer details with third parties, except as necessary to complete your order.
See our Privacy Policy for full details.