FAQs

SUCCERLAND Frequently Asked Questions

A. Ordering

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1. How do we pick the plants?

“First come first serve”. First order gets the best plants. Bigger plants, plants with pups or more heads go to the earlier orders.
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2. What payment methods do you accept?

Visa, Master Card, Amex or PayPal. Let us know if you wish to pay in different methods we will consider setting them up in the future.

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3. Will I receive the exact same plants as shown in the photos?

Yes for plants we have limited pots. For other plants, you will receive a similar one as shown in the photos.

Please note plant appearance changes overtime. 

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4. Can I add items to my order?

We will try our best to accommodate. Please check with us ASAP with your order details.

B. Pick Up

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1. Can I pick up the plants instead?

*Contactless pick up is available during the pandemic. Call us on 02 8011 4838, let us know you’re coming and we will leave the plants outside for you*

Yes you can it’s free to pick up. Please choose “pick up” at payment. Please contact us before coming to avoid us missing each other.

C. Shipping

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1. Where do you ship to and how much?

NSW, VIC, QLD, SA and ACT Australia, $12 flat rate Express Post.

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2. How do you ship the plants?

We ship the plants bare rooted. We wrap and package each plant carefully and post every Monday or Tuesday with Australia Post. For long public holidays where shipment may be affected please see the latest store announcement.

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3. Will I receive my order within the same week if I order on Sunday or Monday?

Depends on the weather. As mentioned as we ship the plants bare rooted, they need to be fully dried before being packaged. If we think they are too wet to post, the plants will be sent the week after.

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4. How do I know my order is on the way?

You will receive an email notifying you of the tracking number. The emails are typically sent by the end on Mon or Tue.

D. Other

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1. How soon will I hear from you after ordering?

We are very responsive. If you message us within business hours we aim to respond within the same day. If it is outside business hours we will respond the next business day.

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2. What’s the best way to contact you?

Call or message us. Our contact details are here. You can also look us up on Google, Facebook and Instagram.

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3. How sure are you with the plants’ ID?

We are confident. We consult growers and cross check with reputable references. However even the experts slips at times, some plant can appear identical to another at certain stages of their life. If you believe there’s an issue please speak with us ASAP we will be happy to assist.

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4. What if I have an issue with my plants upon receiving them?

If you think you have received the wrong plants, in wrong quantity or any other issues please contact us ASAP. We will be asking for photos (plants and packaging). We strive to resolve the issue to your satisfaction.

In the rare circumstance where the parcel is damaged during transit resulting in damaged plants, compensation may be requested from the Australia Post. Please see details here https://auspost.com.au/receiving/delayed-lost-or-damaged-items.

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5. What happen if I do not receive my order?

In the rare circumstance where your parcel goes missing with Australia Post, please make a report with them at https://auspost.com.au/receiving/delayed-lost-or-damaged-items.

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6. Can you make Australia Post compensation requests on my behalf?

We had tried but Australia Post demand all compensation requests to be made directly from the receiver. From what we understand they want direct proofs from the receiver.

Payment methods

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