Customer service policy
Orders can be taken by phone during business hours (9am to 5pm, Monday to Friday), or 24 hours a day using post, fax or our secure website. Please do not send credit card details by email, this is not a secure method for payment. Your payments will be cleared at time of ordering. Please do not reconfirm orders as you may be charged twice.
Payment is accepted by VISA, Mastercard (American Express and Amex not accepted), money order or cheque. Please do not send cash in the mail. If your order is more than the authorised amount from your credit card we will contact you, or you can authorise us to make minor adjustments on the order form. Please write your name and address on the back of money orders. The Digger’s Club reserves the right to pass on dishonour fees as a result of refusal of payment.
Your order will be despatched as soon as possible. Under normal circumstances, seed, books and hardware orders will be despatched within 5 working days. Delays may be experienced in Tasmania due to quarantine restrictions. Items such as live plants, roses, bulbs and potatoes will be sent as soon as the weather/ season permits. Live plants are despatched during the autumn and winter when plants are dormant and travel well (from late Feb to October). Bulbs and potatoes are dug from the ground when dormant and are despatched after cleaning and packaging. If you will be away during this time, please ring and we can hold your order until you return. All goods are sent by Australia Post and delivery to your post office for pick up or to your door subject to Australia Post policy.
We can arrange for receipted delivery or express post if you require. If you supply your email address we will email to let you know the day we post your order. Please watch for Australia Post carding as your live plants may be waiting for your pick up at the local post office. If your order has not arrived by the specified time, ring your post office and check that it has not arrived there, then you can check for your order by selecting the link ‘check the status of my order’. Please allow additional delivery time for orders to WA and TAS.
Handling out of stock items is subject to your selection of credit note, refund or substitutes on the order form. If you do not advise, our policy is to write a credit note to the value of $30 or a cheque refund for amounts over $30. If an item is late being delivered to us but is less than two weeks away, we will post your order, advise you of the delay and send the back-ordered item at no extra handling charge. If an item is unavailable for more than two weeks we will contact you or not charge you for the item and advise when the goods will be available again. Our website is updated daily with stock availability.
Products are despatched in excellent condition but if damaged in the post, or for any other problems with your order please contact us immediately and we will replace any damaged items. Plants travel well in the post and many of our items are dormant when they arrive so check your instruction sheet for plant care instructions. If within 90 days of receipt of live plants, they are not performing as we have outlined please contact us and we will replace them if still available, refund the amount or give you a credit as you advise.
PRIVACY & CHANGE OF ADDRESS
Your confidential details are important and we will not pass them on to another company other than our mailing house for catalogue delivery. Please advise us immediately of change of address. If advising by email or post, please remember to include your previous address so we can find you in our records.