Route Package Protection
Who Do You Ship With?
At Bonsai-En we ship with Australia Post and Aramex.
Depending on your location our system manifests the cheapest shipping option for your order.
If you have a preferred courier please contact us prior to your order otherwise our system will automatically send with the best option for your area,
Please note for customers with a PO Box or Parcel Locker your parcel will be sent with Aus Post and dispatch may be delayed a day or 2 due to Aus Post not servicing our Area. All Residential and Business addresses have scheduled pick ups from Bonsai-En each working day.
How Are Shipping Costs Calculated?
Costs are Calculated on the size / weight of the parcel being sent as well as the address the parcel is going too. Remote areas are generally more expensive then major cities. There is also a slight percentage of the cost that covers, Parcel Insurance / Packaging & Labour. Although there is some cost to shipping items we try to absorb some of this by making our products generally cheaper then every where else. E.G some of our pots are $5 - $10 cheaper then some other retailers.
Plus we offer AfterPay and a Rewards System to try help give back some of the cost and make it easier to shop.
What Happens If My Products Are Damaged In Transport?
Please Refer to our "Shipping Insurance" Page.
How Long Will My Order Take To Arrive?
Generally 1-3 Business Days. The Closer you are too us the quicker the trip.
Also Major Cities get deliveries a lot quicker then rural areas.
WA can take up to 10 - 14 Days but is usually quicker.
Why isn't there a Flat Rate or Free Shipping?
Unfortunately no couriers in this country will deliver parcels for us for free, trust me we've asked... Which means we have to pay them for the service. When a store offers free shipping or flat rate they are actually putting the cost of shipping in the items cost, it is usually a percentage of shipping cost per item. This is why most don't offer free shipping until you spend say $100+, Otherwise they put an extra few dollars in the cost of the product to cover the cost, so the more items you buy the more shipping you actually pay. We don't believe in that here and we give you the cheapest price possible on the items and also the cheapest price possible on shipping. This also means our customers who shop in store don't pay extra for shipping in the product price when its not being shipped.
What is Same Day Shipping?
Same Day shipping is when we send your order on the same day you placed the order if it was before 2PM. If you place the order after 2PM it will be sent on the next Business Day. We make 2PM the cut off time as we need the last 3HRs to pack the final orders. We generally have the Parcels Lodged By 5PM.
Same day shipping isn't guaranteed and we try to aim for it every day, but some days we get so swamped we cant get everything packed and out the door as we try to pack the parcels properly to ensure a safer journey, So please be patient if your parcel didn't go out on the same day.
Shipping Insurance FAQ's
Shipping Insurance FAQ's
Bonsai-En offers Shipping Insurance through "Route" who are a 3rd Party Insurance Company. Route will Cover all items except for Trees. Plant material is not covered in their policy as it is a perishable product and is un able to be covered.
Here are some Facts about Routes Service.
What is Route?
Route automatically connects to everything you’ve ordered from all your favourite retailers while allowing you to visually track your packages, anytime, anywhere. Add Route Plus at checkout and unlock full package protection and seamless 1-click claims filing.
What info do you gather and how do you use my data?
Route uses delivery and order information to provide as much detail as possible about your order. To do this, Route parses your emails to collect order information such as tracking numbers, carrier names, and product info. We employ multiple layers of security to protect and secure customer data.
How to file a Claim?
When you purchase a product with Route shipping insurance you will get an email with a link to "File a Claim." To go straight to the claim form click here.
When to file a claim?
If your order is lost
An item is considered lost if it never is reported as Delivered. This can also include if your order has been stuck in any shipping state OTHER than "Delivered" You may file a claim if enough time has been allowed for delivery to take place and it's well past the expected delivery date, or if your order is stuck in a shipping state other than "Delivered"
As a general rule we consider two weeks past the estimated arrival date a "reasonable amount of time" for which a claim can be filed for a lost order.
If your order is broken
If your item arrives damaged, unusable, or otherwise in an unacceptable condition, we invite you to file a claim right away. These types of claims can be resolved Please remember to send pictures with your claim if your item is broken. Moderate to severe shipping damage is always covered.
If your order is stolen
We consider a variety of factors to determine whether an order is considered lost or stolen such as: type of residence, whether or not the order was left on the doorstep, amount of time that has past since the order status changed to delivered. If your order has been reported as delivered but you have not received it, in some cases it will be delivered within a day or two. If after a few days you still have not received your order, this would be considered lost or stolen. Please file a claim as soon as you suspect that your order might be lost or stolen.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Refunds are not granted for change of mind or because of a price difference else where.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as Plants cannot be returned.
Additional non-returnable items:
Downloadable software products
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to: 54 Ferodale Road Medowie NSW 2318
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: 54 Ferodale Road Medowie NSW 2318
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Frequently Asked Questions
Frequently Asked Questions
How Do I Calculate Shipping Costs?
If you would like to see how much it will be to ship your order then simply add all the items you want to your Cart. Then once you have all the items you want navigate to your cart in the top right corner, it will have a numeric display showing you how many items are in your cart. Once you are in your cart click "Check Out".
Don't worry, this wont process the order, In this step you can add your shipping address, Once you have done that you should get 2 options. 1 will be "In Store Pick Up" and the other will be a shipping rate to your address. if you click the shipping rate your total cost on the right will be updated to show the entire cost of the order with shipping.
What Happens If My Pots Are Broken During Transit?
If you purchased Route Shipping insurance you will be able to claim damages and either get refunded for the broken item or a new one will be shipped out. This will be determined by our Insurance Team.
Where Do I Pick Up My Tree?
Trees can be picked up from our store at 54 Ferodale Road Medowie NSW
I Cant Sign Into My Account.
A common mistake made is people sign up for our newsletter but that doesn't create an actual Bonsai-En Account. To Create an account click the little person icon in the top right corner of the page next to the shopping cart.
The Bonsai-En Account and newsletter are 2 different levels of subscription.
Although both are free the newsletter will just make sure you get notified when new stock arrives.
A Bonsai-En account will help you check out quicker for future transactions, Save Shopping Carts and earn you points every time you shop.
Do You Ship Internationally?
At this time we only ship to New Zealand and Australia Wide, BUT we are in the works to make international shipping available to select countries! If you really want something please email us at Sales@bonsai-en.com.au and we will try get you a shipping quote.
What is AfterPay?
AfterPay allows you to pay off a purchase over 4 payments which are spread out over 8 weeks. These 4 Payments are made fortnightly. This makes getting what you need easier and quicker with no interest or hidden fees!
Click here to find out more : https://www.afterpay.com/en-AU/index
What Are The Benefits Of Having A Bonsai-En Account?
When you have an account with us it makes future check outs even easier then the first! Your details will be stored securely so that next time you make a purchase when you click Check Out all your details will be pre filled!
When you have an account you will also accrue points when you make purchases. For every $1 you spend you will receive 1 point. As you earn points you will earn Dollar Value discounts up too $50. Click the Black Earn Rewards tab you see on every page to learn more and check your points balance once you are logged in.
If you opt in for our newsletter you will be the first to know when new stock arrives! This includes new Trees, Tools, Accessories and more. Don't ever miss out on new stock again because the good stuff sells fast! You can opt out at anytime.
How Long Does Shipping Usually take?
This varies from place to place, Metro areas are generally quicker.
2-3 Business days is the usual shipping time, Although this can be a
little delayed in holiday periods. Please be patient when waiting for your shipment.
If you would like to enquire about where you package is or how much longer it will be please contact Australia Post with your tracking number. We are also happy to assist but we can only see the same information you can using the tracking number provided. Once we hand the package over to Australia Post we have no control over shipping times.
Special Order Product Questions
Special Order Product Questions
Can I Use A Discount Code From My Reward Points On Special Order Items?
Yes, But in order to be able to use a discount code you will need to pay for your order in full for it to be processed. Special orders that are being done by partial payments wont be able to process discount codes.
Can i order other items that are in stock in the same order?
Yes, Although your other items that are in stock wont ship until your special order item arrives as this will incur 2 shipping charges on our end. If you want to special order an item but also purchase in stock products and have them ship separately you will need to submit separate orders.
Can i Partial Pay Special Order Items If I Have In Stock Items In My Order?
No, If you would like to Special Order an item and also purchase in stock items the entire order will need to be paid in full.
Can I Order More Then 1 Special Order Item In 1 Order?
Yes, But the entire order will need to be paid in full, if you select partial payment you wont be able to add any other items to your cart as the system can not process multiple partial payments on 1 order.
How Long Will My Items Take To Arrive?
We submit special orders every 2 weeks ( mid month and end of month ), some items may come sooner if we can fit them in with our regular stock delivery, Most items only take around 3 days to arrive from Japan and will be shipped as soon as we receive them if the order has been fully paid.
What Happens If My Special Order Items Is Not In Stock With The Supplier?
We will contact you to see if you would prefer to wait for the item to come back into stock or if you would like a full refund of any amount paid.
In Store Pick-Up Information
In Store Pick-Up Information
If you select In Store Pick-Up your items will be available for you to pick up from our store. Please make sure you can make it to our store in Medowie NSW before placing a Click and Collect order.
Available Times For Pick-Up
Mon-Fri 3:30pm - 5pm ( email firstname.lastname@example.org to reserve a time )
Sat - Sun 9am - 4pm ( come any time during opening hours ).
The address for pick up is
54 Ferodale Road Medowie
NSW 2318 Australia
Visit route.com to learn more.
Fast Shipping To Aus, NZ, UK, USA, Canada & Italy
Here at Bonsai-En we understand that when you order a product you want to receive it as quick as possible so we try to get most orders packed and out the door same day if ordered before 2pm. If ordered after 2pm we will have your order ready for shipment the next business day.
Peace Of Mind With Shipping Insurance
Bonsai-En is partnered with freight insurance experts Route to help make Lost, Damaged or Stolen parcels easier then ever to claim in the event your parcel is Lost, Damaged Or Stolen. Most claims are approved for replacement or reimbursement in 24hrs. Make sure to enable Route Insurance at checkout for as little as $0.30
Buy Now Pay Later Interest Free With Afterpay
Now you can get that tool kit you have always wanted and pay it off over 4x split payments over 4 fortnights. Just select Afterpay at checkout and enjoy your Items straight away.
Bonsai-En Rewards Program
Here at Bonsai-En we always want to show our customers how much we appreciate their support. For every dollar you spend at Bonsai-En you will receive 1 Reward Point. You can trade your points in for a Discount at 100 Points, 350 Points or 1000 Points. This means that for most people they have enough points for a discount even after their first purchase.