Orders & Payments

How do I place my first order online?

It’s so easy! As you browse the site, click ‘Buy Now’. When you are ready, select the ‘Checkout’ button located on the top of every page and follow the instructions to complete your order.
The next steps will be:
– Enter your Contact and Delivery details: Confirm your name, postage method and delivery address
– Enter your Billing details: Select your preferred payment option
– Confirm and Purchase: Your order summary plus the total order cost will be displayed. Once you click on ‘Place order’ a confirmation email will be sent to the email address you supplied during checkout.

How will I know if my online order has been completed successfully?

You will be sent a confirmation email as soon as you finish the checkout process. If you don’t receive an email (don’t forget to check your ‘Junk’ folder!!), or if you are unsure whether your order was successful, please email our Customer Service Centre or call us on 1300 879863 between 8.30am to 5.00pm (EDST) Monday to Friday.

Can I send my order as a gift?

Yes, you can send your order to somebody else. A packing list, which does not include the order’s dollar value, will be included in your parcel. The tax invoice will be emailed directly to you.

Can I cancel or change my order?

After you’ve submitted your order, you can’t change or cancel it. You can, however, choose to return your order after you’ve received it subject to terms and conditions. Please read ourReturns & Exchange policy for further details.

What is the CCV on a credit/debit card?

It is the 3 digit code located on the back of your credit card, above the signature box and next to the 16 digit credit card number.

What payment methods can I use for online purchases?

You can use credit card – VISA or MasterCard – or your own PayPal account to purchase from our online store.

What should I do if my credit card is declined?

If your payment fails, you will be given the option to provide another form of payment.

Will I get a tax invoice for an online purchase?

Yes. You will be emailed a tax invoice as soon as you complete your online order.

How long will it take for my order to arrive?

When your parcel has been dispatched you’ll receive an email that includes a unique tracking code so you can find out where your parcel is at any time!
From dispatch, the estimated metro delivery times are:
Standard delivery (Australia) – Up to 7 business days (excluding weekends*)
New Zealand – Up to 14 business days (excluding weekends*)

Due to seasonal and Public Holidays such as Easter and Christmas, delivery times may vary from normal. Please allow extra time for delivery during these peak periods.
Please note that delivery may take a little longer to rural areas, so it’s best to order early.

*Orders submitted from Friday afternoon to Sunday evening will not be processed until the next working day.

How will I know when my order has been shipped?

As soon as your order is shipped you’ll receive an email to notify you that it’s on its way. It will include your unique eParcel tracking number.

What if I am not around when my order is delivered? Who can accept my delivery?

Anyone who is present at the time of delivery can accept your parcel. A signature is obtained at point of delivery for Standard eParcel deliveries. If no one is available, Australia Post will leave written instructions on how you can collect your parcel from the nearest Post Office.

If you do not pick up your parcel in the required time, your parcel will be sent back to Arborvitae by Australia Post and we will refund the cost of the products you ordered less the shipping and handling fee. You may then choose to place another order with us.

Can I send a single order to more than one address?

No, we only accept one Australian delivery address per online order. If you need to send products to more than one delivery address you’ll need to place separate orders for each delivery address.

Can I specify special delivery instructions and choose a delivery time?

Unfortunately you cannot specify special delivery instructions or nominate times at this stage. However, you are able to send your order to an alternative Australian shipping address. This is handy if you are sending your purchase as a gift or if you prefer that it’s sent to your workplace.

How do you deliver my online purchases?

Australia Post’s eParcel service will deliver your parcel.

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