Shipping Policy

How Does Your Free Shipping Work?

Enjoy free shipping on all orders that meet the following requirements;

Offer 1 - Orders with an item value exceeding $250 and a total weight under 15kg. This convenient option will be automatically applied during the checkout process, without the need for a discount code. This offer is available Australia Wide

Offer 2 - Orders with an item value exceeding $450 and a total or cubic weight under 60kg. This convenient option will be automatically applied during the checkout process, without the need for a discount code. Please note that this offer excludes deliveries to WA, TAS, and NT and does not include growing medium or bulky items over 22kg in weight.

How does your flat rate shipping work?

We offer the following shipping rates based on the weight of your order:

• Orders under 500g: $6
• Orders weighing 500g to 1kg: $10
• Orders weighing 1kg to 3kg: $14
• Orders weighing 3kg to 5kg: $16
• Orders weighing 5kg to 10kg: $21

For orders exceeding 10kg, the shipping cost will be calculated during the checkout process.

Can I change my order once placed?

At Dr Greenthumbs, our operations are incredibly fast-paced. As a result, we can't promise that we'll be able to modify or add items to your order once it's been submitted. However, if you need to make any changes, please respond directly to the order confirmation email you received. We'll do our best to accommodate your request, but we cannot guarantee it will be possible.

How long does it take for my order to be dispatched?

We strive to dispatch all orders within 2 to 16 hours of receiving them, excluding weekends, public holidays and high-traffic sales periods. Some instances may mean we are unable to dispatch orders for 3 business days, but this is a rare occurrence. If you require immediate dispatch, please contact our team for confirmation that this is possible.

In the event that the courier you have chosen during checkout encounters technical difficulties and is unable to accept the order, we will hold your order until the next business day. Should there be any significant delays on the courier's side, we will promptly communicate this information to you, if necessary.

I have an issue with my delivery.

In the event of courier errors, mis-deliveries, or damages, we follow a standard process with each courier to gather relevant details and obtain proof of the errors. This process typically takes anywhere from 2 business days to 2 business weeks, although we strive to expedite it as much as possible.

Once we receive confirmed information regarding the delivery status (e.g., lost, damaged, or irrecoverable), we promptly take action to provide the best outcome for you. This may include offering a refund of the product price only or replacing the product. Please read our Australia Post terms & conditions below.

Our aim is to resolve any delivery issues promptly and efficiently to ensure your satisfaction.

Express Post

It is important to note that Australia Post no longer provides a guarantee for 1-2 (Express) day deliveries, despite the continued availability of this service. Regrettably, we are unable to provide assistance in the event of any grievances arising from this situation.

However, we do offer an alternative solution through our PRIORITY services, which are available upon request. For further information or to arrange this option, please feel free to contact us at scott@drgreenthumbs.com.au.

Regional / Rural deliveries

We kindly encourage customers residing in regional and rural areas to reach out to us before placing their orders. Delivering packages to certain areas of Australia may experience significant delays, and we want to ensure a smooth shopping experience for you.

Please note that DRGT Pty Ltd will not be held liable for any delays that may occur during the transit of your order to your specified delivery address.

We appreciate your understanding and cooperation. Should you have any further inquiries, please don't hesitate to contact us.

PO Boxes, Parcel Lockers & Receptionists

It is the customer's responsibility to ensure that they can receive the delivery of their order. Please note that orders rejected by PO boxes, work sites, or apartment receptions will not be resent free of charge. The customer will be liable for any additional charges incurred in such cases.

We kindly request that you do not select a courier option for delivery to your Australia Post delivery location.

We appreciate your understanding and cooperation in ensuring a smooth and successful delivery process.

Do you ship overseas?

Indeed, it is the customer's responsibility to ensure that the items they purchase comply with the legal requirements for importation into their respective country. DRGT Pty Ltd holds no responsibility for orders that are seized by customs, border forces, or biosecurity departments. Consequently, we do not offer reshipment for international orders affected by these circumstances.

We kindly request that customers familiarize themselves with the import regulations and restrictions of their country before placing an order.

How long will it take to get my order?

Delivery times vary depending on the destination:

Orders processed to the East Coast of Australia generally arrive within 5-7 business days.

Rural and regional areas within Australia may experience longer delivery times of 7-14 days.

For Western Australia, please note that shipping times from NSW are approximately 14-30 days. Unfortunately, we are unable to assist with any delays in this region.

Overseas deliveries can take anywhere from 15-40 days.

Upon placing an order, you will receive a confirmation email containing delivery details. Throughout your purchase journey, you will also receive several tracking emails to keep you updated on the progress of your shipment.

What shipping carriers do you use?

During the checkout process, the available couriers for your area will be displayed on the Shipping page. You will have the option to choose from the list of couriers that service your location.

How does freight pricing work?

At Dr Greenthumbs (DRGT Pty Ltd), we prioritize transparency and fairness in our shipping practices. We want to assure our customers that we do not profit from customer freight charges. The prices you pay for shipping are the same rates that we are offered by the couriers.

We believe in providing an equitable shipping experience, ensuring that you are charged the actual cost of shipping without any additional markup or hidden fees.

Can I provide my own freight?

Certainly! To arrange this option, please contact Scott at scott@drgreenthumbs.com.au. He will assist you in setting up the desired arrangement.

Can I return my product?

For any Dr Greenthumbs formulated or packaged product that does not meet your expectations, we offer a full refund. To be eligible for the refund, the product must be returned to us with no more than 25% of its contents used. We will then process a refund for the sale price of the product.

Please click here to review our Returns Policy - https://www.drgreenthumbs.com.au/pages/returns-policy

Website Terms & Conditions

All sales are final, and we do not accept refunds or exchanges outside of the terms stated above.

Please note that the products may occasionally differ from the pictures used in their listings. For example, soy meal may be supplied in pellets instead of loose form, or barley may be powdered rather than whole. If you require a specific product grade, please contact us to inquire about its availability.

Packaging may also occasionally differ from the pictures shown in the listings.

Regarding mineral/aeration grading, please understand that it serves as a guide only. We rely on the information provided to us by our wholesale partners, and due to the nature of bulk products, there may be slight variations in grading from batch to batch. For instance, a 2-5mm grade may actually be 1-4mm depending on the received batch. We take utmost care in representing these products, but we accept no liability after the sale. If you require current photos of grading, please contact us.

It is the customer's responsibility to ensure that they can receive the delivery of their order. Orders rejected by PO boxes or customer work sites will not be resent free of charge. The customer will be liable for any associated charges.

In the event of product damage during transit, we will offer a product replacement. To process the replacement, we will require comprehensive evidence of the damage, including photographs upon arrival. Please email us the necessary documentation.

If we send the wrong items, we will gladly replace your package.

Our handling times are generally within 3 business days. We strive to ship out orders on the same day in 99% of cases.

We reserve the right to refuse the sale of our products to anyone we deem unfit.