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What Happens If My Order Is Lost, Stolen or Damaged In Transport?

In the unlikely event that your parcel doesn't arrive please reach out to us
at Orders@bonsai-en.com.au with your order details and we will investigate your
order for you. We aim to get all cases settled as quick as possible.

Order Never Arrived: In this case we will follow up with
the courier service, Delivery drivers are required to take photographic
evidence of deliveries so we can usually supply photos of where the parcel was
left. If the parcel was lost and we can confirm this with the courier we will aim
to get your order re-sent to you ASAP. In the case your item is no longer in
stock we will provide a full refund of the items we can not supply.

Stolen Parcels: In the event your parcel is Stolen we will
need you to first file a claim with your local police, By law we are required
to have a police report to take action on stolen goods as this is a chargeable
offence. We will work with you on this and also aim to get new goods sent to
you as quick as possible.

Damaged Parcels: At Bonsai-En we pride ourselves on our
packaging and have tested numerous packages to reduce damage of goods. We have
now got a 99.9% un damaged delivery rate ( yes that includes pots ). In the
event though that a courier does damage your items please take a photo of the
packaging, the protective packaging and also the damaged item and delivery
label. Once we receive these photos we can work to get you new items sent out
or refunded if the items are no longer in stock.

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.

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.

International Customers should allow at least 12 business days but shipping is usually quicker then that.

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.

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:
Gift cards
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 bonsaien@outlook.com.

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 bonsaien@outlook.com and send your item to: 54 Ferodale Road Medowie NSW 2318

Gifts
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.

Shipping

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.

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.

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.

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

Sat - Sun - Mon - Tue 10am - 4pm ( come any time during opening hours ).

The address for pick up is

54 Ferodale Road Medowie

NSW 2318 Australia

Is There A Minimum Spend To Use Points? Yes, for a $10 code you will have a minimum spend of $40 not including shipping. For a $20 code the minimum spend is $80 and for a $50 code the minimum spend is $150.

Can I Use 2 Codes On 1 Order?

No, Only 1 code can be used per order.

Can I Use My Code With A Gift Card?

No, Only 1 code can be entered per order whether that is a discount code or gift card code.

My Code Is Not Working When I Use The Tool Kit Builder Or Any Bundle Deals

Rewards discounts cant be used in conjunction with current deals or offers on the website as a discount is already applied to your cart, only 1 discount can be applied per order.

How Do I Check My Rewards Balance?

Once you sign in Click Here to check your balance.