Shipping and Delivery Policy

Viators Nursery

Last updated: 27 August 2026

At Viators Nursery, we take care to ensure our plants are healthy, appropriately prepared and securely packaged before leaving the nursery.

Plants are living products and require different handling from ordinary retail goods. This Shipping and Delivery Policy explains where we deliver, how orders are dispatched, what customers can expect during delivery and what to do if an order is delayed, damaged or arrives in poor condition.

This policy should be read together with our Terms and Conditions and Return and Refund Policy.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law (ACL) or any other applicable law.

1. Delivery Areas

Viators Nursery currently delivers live plants to eligible addresses within New South Wales, Australia.

Delivery availability may depend on:

• the plant species;

• plant and package size;

• delivery postcode;

• carrier availability;

• seasonal or weather conditions; and

• applicable biosecurity, quarantine or regulatory requirements.

We may expand our delivery areas from time to time.

If we are unable to legally or safely deliver a plant to your location, we may contact you to discuss available options or cancel the affected item or order and provide an appropriate refund.

We do not currently offer international delivery of live plants.

2. Shipping Charges

Shipping charges are displayed at checkout before payment is completed.

Shipping charges may vary depending on factors including:

• delivery location;

• parcel size and weight;

• number and size of plants ordered;

• packaging requirements;

• delivery service selected; and

• whether an item requires special handling.

Where an order contains particularly large, heavy or difficult-to-transport plants, alternative delivery arrangements or charges may apply. Where this occurs, we will contact you before dispatch if additional agreement or payment is required.

Any promotional or free-shipping offer is subject to the conditions stated with that offer.

3. Processing and Dispatch

We aim to prepare and dispatch orders as promptly as reasonably possible.

Because we are transporting live plants, we may adjust the dispatch date where we reasonably believe doing so will reduce the risk of the plant:

• remaining in a freight depot over a weekend or public holiday;

• being exposed to excessive heat or cold;

• experiencing significant transport delays; or

• being affected by other conditions that may compromise plant health.

Orders may also take longer to prepare during peak trading periods, public holidays or periods of unusually high demand.

Where practical, customers will receive confirmation when their order has been dispatched.

4. Estimated Delivery Times

Any delivery timeframe displayed on our website, at checkout, in an order confirmation or provided by a carrier is an estimate only, unless Viators Nursery expressly agrees to a guaranteed delivery date.

Delivery times may be affected by circumstances outside our reasonable control, including:

• carrier delays;

• severe weather;

• road closures;

• natural disasters;

• public holidays;

• peak freight periods;

• industrial action;

• biosecurity inspections; and

• other transport disruptions.

Where we become aware of a significant issue affecting your order, we will take reasonable steps to assist you.

Nothing in this section affects any rights you may have under the Australian Consumer Law in relation to goods or services not supplied within an agreed or reasonable time.

5. Tracking

Where tracking is available, tracking information will generally be provided after your order has been dispatched.

Carrier tracking information and estimated delivery dates are supplied by the relevant delivery provider and may change during transit.

If your tracking information indicates an unusual delay or your parcel has not arrived within a reasonable period, please contact Viators Nursery so that we can assist with enquiries with the carrier.

6. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check your:

• street address;

• suburb;

• state;

• postcode; and

• contact details

before completing your order.

If you discover an error after placing an order, please contact us as soon as possible.

We will make reasonable efforts to amend the address where possible, but changes cannot be guaranteed once an order has entered packing or has been dispatched.

Where an incorrect or incomplete address supplied by the customer results in the parcel being returned, redirected or requiring redelivery, reasonable additional delivery costs may apply.

This does not apply where the delivery problem was caused by an error by Viators Nursery or where the Australian Consumer Law otherwise provides the customer with a remedy.

7. PO Boxes, Parcel Lockers and Collection Points

Some plants or parcel sizes may not be suitable for delivery to PO Boxes, Parcel Lockers or other collection points.

Available delivery options will depend on the carrier and the size and nature of the order.

Where a physical residential or business address is required, this will be communicated through our website, checkout process or by contacting the customer before dispatch.

8. Authority to Leave and Safe Drop

Depending on the delivery service used, a carrier may offer an Authority to Leave or safe-drop service.

Where you give authority for a parcel to be left unattended, you should nominate a location that is:

• secure;

• protected from direct sun;

• protected from extreme heat or weather; and

• suitable for a package containing live plants.

Where a customer specifically authorises an unattended delivery and the order is delivered in accordance with those instructions, Viators Nursery may not be responsible for loss, theft or deterioration occurring after delivery where those circumstances are outside our control.

This does not exclude or restrict any rights or remedies available under the Australian Consumer Law.

9. If Nobody Is Available to Receive the Delivery

What happens when nobody is available will depend on the carrier and delivery service.

The parcel may:

• be left in a suitable safe location;

• be taken to a collection point;

• be returned to a delivery depot; or

• require redelivery.

Customers should monitor tracking information after dispatch and collect parcels promptly where collection is required.

Because plants are living products, extended periods inside packaging or freight facilities can affect their condition.

If a delivery cannot be completed because of an incorrect address, inaccessible property or other circumstances attributable to the customer, reasonable redelivery or return-to-sender charges may apply.

10. Receiving Your Plants

We recommend opening your package as soon as reasonably possible after delivery.

Carefully remove all packaging and inspect each plant.

Plants can experience temporary stress during transport. Depending on the species, season and journey, this may include:

• minor leaf movement or leaf drop;

• temporary wilting;

• minor cosmetic leaf damage;

• displaced potting mix;

• movement within the pot; or

• temporary changes associated with being enclosed during transport.

These signs do not necessarily indicate that a plant is unhealthy.

Once unpacked, place the plant in appropriate conditions and follow the care information provided by Viators Nursery where applicable.

11. Plants Damaged or in Poor Health on Arrival

Every effort is made to dispatch healthy plants and package them appropriately for transport.

Please inspect your plants promptly after delivery.

If a plant arrives:

• significantly damaged;

• in poor health;

• materially different from what was ordered; or

• otherwise affected by a problem,

please contact Viators Nursery as soon as possible.

For problems that appear to have occurred during transport or were present when the plant arrived, we ask that you contact us within 48 hours of delivery where reasonably possible.

Please provide:

• your order number;

• a description of the problem;

• clear photographs of the affected plant;

• photographs of the packaging where relevant; and

• any other information reasonably required to help us assess what occurred.

The 48-hour notification request helps us determine the plant's condition at the time of delivery and distinguish transport-related issues from problems that may develop afterwards.

The 48-hour period does not limit or exclude any rights you may have under the Australian Consumer Law.

Where the plant does not meet an applicable consumer guarantee, the remedies available will be determined in accordance with the Australian Consumer Law and our Return and Refund Policy.

12. Lost or Missing Deliveries

If tracking indicates that your parcel has been delivered but you cannot locate it, we recommend first checking:

• around the delivery address;

• any nominated safe-drop location;

• with other members of your household or workplace;

• with neighbours where appropriate; and

• any collection notification issued by the carrier.

Please then contact Viators Nursery if the parcel cannot be located.

If an order is lost in transit or has otherwise not been delivered, we will work with the carrier to investigate the matter and, where required, provide an appropriate remedy.

The use of a third-party delivery provider does not remove any rights you may have against Viators Nursery under the Australian Consumer Law.

13. Delivery Damage

Viators Nursery takes reasonable care when preparing and packaging plants for transport.

If a parcel or plant is damaged during delivery, please retain the plant and packaging and contact us with photographs showing the condition of the order.

We may need this information to investigate the matter with the delivery provider.

Customers are not required to resolve a legitimate consumer guarantee claim directly with the carrier before contacting Viators Nursery.

14. Weather and Seasonal Conditions

The health of live plants can be affected by extreme temperatures and severe weather.

Viators Nursery may reasonably delay dispatch where weather conditions at the nursery, destination or along the expected transport route create an unacceptable risk to plant health.

This may include periods of:

• extreme heat;

• extreme cold;

• storms;

• flooding;

• bushfire conditions; or

• significant freight disruption.

Where appropriate, we would rather briefly delay an order than knowingly dispatch a live plant into conditions likely to cause avoidable damage.

15. Biosecurity and Plant Movement Restrictions

The movement of plants and plant material within Australia may be subject to biosecurity, quarantine and plant-health requirements.

Viators Nursery will not knowingly dispatch a plant where doing so would breach applicable biosecurity or quarantine requirements.

Certain species may therefore be unavailable for delivery to particular areas even where Viators Nursery otherwise provides delivery to that location.

If an order cannot be fulfilled because of a legal plant-movement restriction, we will contact the customer and provide an appropriate refund for any affected item that cannot be supplied.

Customers must not request that Viators Nursery incorrectly describe, conceal or otherwise send regulated plant material in breach of applicable laws.

16. Order Changes and Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate requests received before an order has entered the packing or dispatch process.

Because live plants may be specifically selected, prepared, watered, treated and packaged for an order, changes or cancellations may not be possible once fulfilment has substantially commenced.

Nothing in this section limits any cancellation, refund or other rights available under the Australian Consumer Law.

17. Split Deliveries

In some circumstances, an order may be sent in more than one parcel or delivery.

This may occur because of:

• plant size;

• packaging requirements;

• product availability;

• different handling requirements; or

• the need to protect plants during transport.

Where practical, tracking information will be provided for each consignment.

18. Local Collection

Where local collection is offered as an option by Viators Nursery, collection arrangements and available times will be communicated when the order is confirmed as ready.

Please do not attend the nursery to collect an order until you have received confirmation that it is ready and collection arrangements have been made.

Plants should be collected within the agreed collection period.

If you are unable to collect your order as arranged, please contact us so alternative arrangements can be discussed.

19. Natural Variation in Plants

Customers acknowledge that plants are living products and natural variation will occur.

Unless a particular plant is expressly sold as the exact photographed specimen, differences may occur in characteristics such as:

• height;

• width;

• branching;

• foliage density;

• leaf size;

• leaf colour;

• flowering;

• seasonal appearance; and

• overall form.

Reasonable natural variation does not by itself mean that a plant is defective.

This does not affect your rights where a plant is materially different from its description or otherwise fails to meet a consumer guarantee.

20. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Shipping and Delivery Policy, our Return and Refund Policy or our Terms and Conditions is intended to exclude, restrict or modify those rights.

Where there is any inconsistency between one of our policies and a right or remedy that cannot lawfully be excluded under the Australian Consumer Law, the Australian Consumer Law will prevail.

21. Contact Us

If you have a question about shipping, delivery or the condition of an order you have received, please contact Viators Nursery.

Email: support@viatorsnursery.com

You may also contact us through the contact form available on our website.

When contacting us about an existing order, please include your order number wherever possible.