Order processing

All orders are processed within 2–4 business days (Monday to Friday) from our Sydney warehouse. Each item is carefully prepared and packaged prior to dispatch — particularly our larger trees, which require extra care to ensure branches arrive in perfect condition.

• Orders placed before 11:00am Sydney time on a business day commence processing the same day
• Orders placed after 11:00am, or on weekends and public holidays, are processed the next business day
• You'll receive a shipping confirmation email with tracking details once your order is dispatched

Order tracking

Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking number and a direct link to follow your delivery in real time.

Please allow up to 24 hours for your tracking number to become active after you receive the dispatch email. If you haven't received a confirmation after 4 business days from your order date, please contact us and we'll look into it straight away.

Changing your delivery address

If you need to update your shipping address, please contact us within 24 hours of placing your order. We'll do our best to make the change before your order enters dispatch.

Delays & circumstances beyond our control

While we make every effort to meet stated delivery timeframes, occasional delays may occur due to public holidays, adverse weather conditions, high courier volumes during peak periods, or other service disruptions outside our control.

We'll always communicate proactively if we become aware of a delay affecting your order. If your delivery is running later than expected, check your tracking link first — if you're still concerned, get in touch and we'll investigate on your behalf.

Damaged in transit

Every order is packed carefully to protect it during transit — especially our larger trees. If your parcel arrives visibly damaged, please refuse delivery if possible. If damage is discovered after opening, contact us within 48 hours with your order number and clear photos of the product and outer packaging.

We'll arrange a replacement or full refund promptly — and we cover return shipping costs for all confirmed transit damage. For full details, see our Returns & Refund Policy.

Authority to leave (ATL)

Our courier partners are authorised to leave parcels unattended at the delivery address if no one is available to accept delivery. This is standard practice across Australian courier services and allows us to complete delivery without requiring someone to be home.

If you do not wish for your parcel to be left unattended, please add a note in the Order Notes field at checkout before placing your order — for example: "Do not leave unattended — card only" or "Leave with neighbour at number X."

We will pass your instructions to our courier partner, however we cannot guarantee compliance with all delivery instructions. For important deliveries, we recommend using a work address or an address where someone will be available to receive the parcel during business hours.

PO Box addresses

We are unable to deliver to PO Box addresses. Our courier partners require a physical street address for all deliveries.

If a PO Box address is provided at checkout, we will contact you to arrange an alternate delivery address before dispatching your order. This may delay your dispatch timeframe. Please ensure a valid street address is entered at checkout to avoid any delays.

Missing parcels

If your tracking shows your parcel as delivered but you haven't received it, please take the following steps before contacting us:

• Check with neighbours or building management in case the parcel was accepted on your behalf
• Check safe locations around your property where the courier may have left it — behind a gate, side entrance, under a step or similar
• Allow 24 hours in case of a tracking update delay

If your parcel still cannot be located, please contact us at hello@theplantscorner.com.au within 48 hours of the confirmed delivery date. We will raise a formal enquiry with our courier partner and request proof of delivery including the delivery photo. Please allow 1–2 business days for our courier partner to respond.