All Things Shipping...
Postage & Delivery Costs - How Does it Work at Sprout?
I love these products that Sprout sells and I try my best to maintain a sustainable margin without going overboard for the sake of the big bucks.
I have set up the Sprout store to provide you with very reasonable postage costs and it is directly linked to the Australia Post formula for sending items to you from Melbourne. Postage is calculated on your order's weight and your postcode. PO Boxes are very welcome but if I cannot send to a PO Box for some strange reason, I will give you a call and we can work it out from there. This is very rare though so please feel confident in providing your PO Box in the first instance.
Quite a number of products have delivery included in their displayed prices - and that's Australia-wide delivery, to your door, no more to pay. There is free shipping for all orders over $350.00 and this covers most of the juicers and dehydrators and of course, any combination of products that exceeds this amount!
Shipping & Delivery
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. This is sometimes the case for electric juicers, Easygreen sprouters, food dehydrators and water distillers. 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 track it via Your Account here at Sprout.SIGNATURE ON DELIVERY: all products/orders of higher value, ie. juicers, dehydrators etc., will require a signature on delivery. Sometimes, it may be worth putting your work address as the delivery point if you know that you are rarely home during the day.
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.
My Order Hasn't Arrived
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. After finding out if your order was sent with Australia Post (you can do this by logging into your account) 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 serious at the start but when everything is considered, they really aren't all that serious. 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 lack of) when they are located hundreds or thousands of kilometres away. This includes Australia Post employees and contractors and private courier drivers.
Returns & Replacements
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". Returns must be authorised by Sprout prior to you sending. Please Email Sprout Here.
2. Product/s Arrive Damaged or "Dead on Arrival": If a write-off, 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). Please email a couple of photos of the damage to ensure the correct part/item is replaced. Sprout must be notified of damaged goods within 3 business days of receipt of your order.
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.
