Customer Service & FAQ's

• Contacting Sprout
  
• Shipping & Delivery
• I have a Warranty Claim. What do I do?
• My Order Hasn't Arrived
  
• Returns & Replacements
• Ordering with Sprout
• How Can I Pay for my Order?
• What Will Show On My Credit Card Statement?
• Pricing & Promotions
• Viewing Your Order/s
• Updating Your Account Information
• I'm a Retailer as well. Does Sprout Wholesale?
  
• Does Sprout supply freshly grown wheatgrass?

Contacting Sprout

Shipping & Delivery

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For more information on how Sprout works out postage charges, you can visit this page here.

Sprout endeavours to process and ship your order as soon as possible. During busy times, this may be up to 48-72 hours after payment is received.

Depending on the nature of your purchase, at times it is necessary to split your order up as some products may be shipped to you directly from the distributor.

If you have an incomplete order arrive, please don't stress. The parcels have probably been split up and you can track them via your account or shoot me a quick email to find out.

Like every business out there, Sprout is sometimes at the mercy of importers and distributors, Australia Post and Couriers.

While in most cases delivery will be considerably quicker, please allow 10 business days for your order to arrive. You can also keep an eye on progress via Your Account here at Sprout. To keep your mind at peace, you will be notified once your order has been shipped. That's when it's in the hands of the couriers.

Please note: all products of higher value, ie. juicers, dehydrators etc., will require a signature on delivery. It may be worth considering your work address as the delivery point if you know that you are rarely home during the day. I am yet to find a delivery driver who will call ahead during their daily run.

Orders "Returned To Sender" due to customer non-pick up will attract a re-send fee equivalent to the original shipping cost. This includes any products with Free Delivery throughout the site. The Free Delivery only includes the original delivery cost and not any subsequent cost. This is obviously not the case if an error in delivery was the fault of Sprout.

I have a Warranty Claim. What do I do?

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Firstly, sorry to hear that something has gone wrong with your product. Let's get it sorted out as soon as possible.

Sprout can only provide assistance with Warranty Claims on products purchased from Sprout in the past. If you didn't purchase the item from Sprout and can't locate the retailer your purchased from, spare parts for most of the juicers and the Easygreen Sprouter can be ordered and purchased from this site.

Replacement Parts For:  Oscar Vitalmax 900    Oscar Neo 1000    Angel AG5500 and AG8500    Easygreen Auto Sprouter    LexSun Juicer    Coway Juicepresso    Oscar 930 Pro

If your claim is for a product purchased from Sprout and it is within the warranty period provided by the manufacturer, please see the following information below. Please note that the Juicepresso's and JuiceBuddys are provided with a direct customer service website that is not the Warranty Claim Form:

Warranty Claim Form - (not for use for the Juicepresso or the Juicebuddy - see below). Use this form for claims related to parts and/or Motor issues for the Oscar Juicers, LexSuns, Angels, Hippocrates, Easygreen Sprouters or any other product provided with a warranty.

 Juicepresso or JuiceBuddy Support -    this link is for issues or claims related to the Juicepresso or JuiceBuddy only.

Manufacturer's Warranties cover manufacturing defects and do not cover accidental loss of parts or damage caused by mis-use of the product; nor do they cover breakages, damage or wear and tear caused through every day use. Spare or replacement parts are available for purchase from Sprout.

While Sprout does hold stock of a very limited number of spare parts, Sprout will be not be held responsible if the relevant distributor is out of stock of replacement parts. All products warranties are provided by the manufacturer or distributor/importer and not by Sprout Organic.

  

My Order Hasn't Arrived

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Firstly, please check Your Account here at Sprout as the relevant information is easily accessible that way.

If you purchased as a one-off and didn't register an account with Sprout, you can send me an email with your Order number to find out what's happened and who it was sent with.

There has been quite a number of times where parcels have been waiting for pick-up at the customer's local Post Office. We're all human and sometimes posties forget to leave calling cards or they get lost or misplaced. Find out from Sprout whether your order was sent with Australia Post (you can do this by logging into Your Account here) and then double-check with your local Post Office to see if it isn't waiting there for you to pick-up.

Most problems seem like serious problems at the start but are easily solved. Your order will always get to you whether it involves re-sending or tracking down but please understand that I don't have control over another individual's actions or inaction when they are located hundreds or thousands of kilometres away. This includes Australia Post employees, contractors and private courier drivers.

Returns & Replacements

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Sprout is a very small business and is happy to offer a flexible approach to Returns & Replacements. Each case will be best dealt with on an individual basis but within the following framework:

1. Incorrect selection by Customer: Sprout will provide a refund, exchange or store credit once the item/s are returned in the original, undamaged packaging within 14-days of being received by the customer. The original shipping cost incurred to send you your item/s will not be refunded (this includes Free Delivery items as a cost was incurred for shipping). Return shipping to Sprout is at the customer's expense and must be sent as "Registered" or "Receipted Delivery".

2. Product/s Arrive Damaged or "Dead on Arrival": If the product is a write-off on arrival, the customer is asked to return the product to base (may vary depending on product). Postage costs for this leg will also be refunded or credited to the customer. If rectifying the product requires a replacement component, a new one will be sent at no additional cost. (eg. replace a broken tray on a Biosnacky Sprouter or a collection jug for a juicer)

3. Customer receives incorrect item/s and it is clearly different to your original order, an exchange and replacement will be happily provided. Because it's my mistake, the cost of returning the incorrect item back to Sprout will be refunded or provided to the equivalent value of goods that can be included with the correct item when it is sent to you. Your choice!

4. Sprout will not accept returns or exchanges on sprouting seeds, CD's or DVD's or Food Stuffs (eg. some of the Amazonia Acai range). Sprout will not accept return of goods which have been opened or used in any way. Lastly, Sprout will not accept the return and refund of goods just because you have 'found them cheaper somewhere else' after your purchase.

5. Returned products must not have writing, address labels or stamps affixed directly to the outside retail box. Please wrap or box-up and address accordingly.

Ordering With Sprout

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Placing an order on Sprout's site is easy and secure. The use of a Shopping Cart allows you to add to, remove from and calculate the cost of your purchase - all before committing to a spend.

Some products require you to make a specific selection (eg. colour of juicer, size of seed pack etc.) and you must do this before being able to continue.

Being a brand new website, there may be minor glitches. If you do encounter any glitches during your shopping experience, please Email Sprout or call 1300 79 30 70 and I'll be right on to it.

Phone orders with Credit Card can be made by calling 1300 79 30 70, Monday to Friday between 9am and 5pm Melbourne Time.

With Sprout's new website, I have tried to make your online shopping experience both pleasant and quick.There's loads of information throughout but if there's something more that you'd like to know, then please don't hesitate to get in touch.

If you are in a rush or would like to spend some time browsing around the products, then an online order is definitely the way to go. You may also like to take advantage of the "Wish List" option which can be linked to your account and referred to later on down the track. It's a great way of keeping track of things you would love to purchase and then prioritising along the way or putting things aside to refer to later on.

How Can I Pay for my Order?

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Sprout accepts American Express, Mastercard, Visa, Direct Deposit, Cheques and Money Orders (Postal Orders).

All of your credit card information, bank details etc., is strictly managed in a secure fashion and will never be shared with anyone. Once your order and payment has been processed by Sprout, all records of your card number are securely deleted or destroyed.

Credit Cards: All credit card payments are done securely through the CommBank's Evolve online merchant system and are processed in Australian Dollars (AUD$). The website does not charge your card on placement of your order. Your card is charged manually upon retrieval of your order. It may be done instantly or within a couple of hours of your order. 

Direct Deposit/Internet Banking: Sprout's Bank Account and BSB numbers will be displayed to you after you select Direct Deposit as your prefered payment method. Please put your order number or Surname as a reference with the payment. "Payment Pending" will be displayed on your order even if payment has been received. This is just due to a limitation within the e-commerce backend. Your order will be "Complete" when sent and there is nothing in between. No need to worry whether your payment has arrived or not.

Cheque/Money Order: Sprout's postal address will be displayed to you after you select Cheque/Money Order as your prefered payment method. When you post the Cheque or Money Order, please include a copy of your online order or a hand-written note detailing your order and delivery details.

Orders and payments with Credit Cards can also be made over the phone.

What shows on my Credit Card Statement?

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Your payment will show as SIXFIVE PROJECTS VIC on your credit card statement.

Why is it SixFive projects and not Sprout Organic? I have a few things on the go and needed a merchant name that encompassed different projects. The thing I have muttered most in my life has to have been "six five". I always get asked and that's my response. "Six Five" is my height! So, SixFive Projects it is!

Please don't get confused if you see SIXFIVE PROJECTS on your statement - it was just for all that great, healthy, amazing stuff you purchased from Sprout Organic.

Pricing & Promotions

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All pricing throughout the website is in Australian Dollars - AUD$ - and includes GST where applicable.

If you are an overseas customer, GST (10% Australian Government Goods & Services Tax) will be deducted from your order by the e-commerce system.

Sprout does offer special promotions at various and non-specific times throughout the year and these will be made clear where necessary.

A great way to stay in touch with everything is via Sprout's e-News and you can sign up to that on most pages throughout the site.

Sprout has access to "Manufacturer's Specials" when they are offered so please don't get mislead by online claims on websites saying that specials are only available with them. It is completely untrue and deceitful. This is particularly the case with the sale of Cold Press Juicers.

Viewing Your Orders

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Sprout's website allows you to register as a customer and access all your order information. It will enable you to revise what you purchased, duplicate previous orders if you want to and also check out whether your current order has been sent.

Most orders will be sent with a "Receipted Delivery" number allowing you to track it and to enable me to find it if it's lost in AusPost World or Cooreea Land - the two most trecherous parts of the country. Once you go in, it's very difficult to come out alive. But, with a number, it becomes a whole lot easier.

On your first purchase, you will be asked if you want to create an Account. You don't have to do this, but it will assist if you do want to track your order or make it quicker should you decide to make more purchases in the future.

For returning customers of Sprout (those of you who used to order through the previous site), you will need to provide your details and set up a new account. Sorry about that, but it's a completely new database and server and I promise that it will only be the once. I'm certain that you'll be much happier with the new site and also the improved new range of cool new things on offer.

If you have any suggestions or comments, I'd be rapt to hear from you.

Updating Your Account Information

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Updating your Account information is very easy and can be done via the "Sign In" link at the foot of each page. Through this link, you can update or add to your delivery address, change your contact details, view your orders, check out the product reviews you have provided, unsubscribe from the newsletter and a number of other things.

It's really quite smart and will make your shopping experience with Sprout a whole lot easier. When you place your first order, I would encourage you to register an account so that you can take advantage of the features it offers.

I completely understand and respect the need for privacy and safety of all of our information and yours will be maintained with the highest of security and integrity by Sprout.

If you encounter any problems, please let me know or phone 1300 79 30 70.

I'm a Retailer as well. Does Sprout Wholesale?

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To be quite frank, the best answer I can give to that question is "not really...but, depends".

Firstly, keeping up with the retail side of Sprout is hectic enough and secondly, pretty much every product range or line I have on the site is sourced from a wholesaler already. There are some exceptions there and I would be open to discussions with you on some of the products - mainly, the Wheatgrass Kits and the Road Refresher dog bowls.

Pricing will also depend on where you are. The kits and grain are so heavy and bulky, that getting them around the country can be expensive. 

I've got stacks of Road Refreshers so if you retail pet products, give me a shout - they sell really well!

If you are a retailer located in Melbourne or Victoria, I would be more open to discussions due to lower freight costs.

You can contact me here.