Frequently Asked Questions
Frequently asked questions
Please review our frequently asked questions below which may help provide a quick answer. If we haven't been able to answer your question, please contact our Customer Service team via phone or email. If your query is related to media, speaking or other opportunities, please visit our media page.
Phone
(03) 5984 7900
9am – 5pm (AEST), Monday to Friday.
eMail
info@diggers.com.au
Please allow 3-5 business days for a response, and longer in peak periods.
New Website
For steps on logging in to our new site for the first time view our website faqs page
Orders and Delivery
Order history - the past 2 years of order history will be transferred onto your account and available to view in the coming months. If you notice any order dates that don't seem correct in your history, know that we are working on correcting these as part of the transfer process. Sorry for any inconvenience.
If you require any assistance on past orders please contact our customer service team.
Existing stock notifications – these will be migrated over to the new website within the coming months. Whilst you will be unable to view or edit them from within your account, you can always go back on the notification list for any that you are particularly keeping a close eye on.
Wishlist – this is currently live and can be located to the top right-hand side of your browser with a heart image.
We aim to despatch orders within 5 business days of being placed, which may be greater in peak periods. We know you're keen to receive your order as quickly as possible, and our team works hard to prepare and pack your orders fast and accurately.
Once despatched, you will receive an email notification from us followed by a tracking ID from Australia Post which you use to track your delivery. Please note that tracking ID’s are only issued for parcels and not letters (which includes small seed orders).
You can view your current and past orders be logging into the top right of your screen. Orders that we have received but have not been shipped will show a status of 'unfulfilled'. Orders that have been shipped will show a 'fulfilled' status.
We will send an email confirmation as soon as your order has been shipped.
Once your order is submitted, it is sent through to our teams to be processed as quickly as possible. Unfortunately, this means that we are not able to change or cancel an order once it has been placed.
Once your order is submitted, it is sent through to our teams to be processed as quickly as possible. Unfortunately, this means that we are not able to make amendments to the delivery address on your order. We recommend always double checking your details before submitting an order to ensure it is going to the correct location.
However, when you receive your tracking details from Australia Post, you can arrange for the parcel to be redirected once it has reached its first scanning point. The Australia Post website will allow you to redirect this by clicking on the “Redirect” button once putting in tracking number, and from there you will need to make an account with Australia Post.
Unfortunately, at this time we do not offer click and collect services. As we continue rolling our new features on our website, we are hoping to introduce it as soon as it is feasible. Keep an eye out, as we’ll let you know when this does become an option.
Please contact us either via phone on (03) 5984 7900, Monday-Friday, 9am-5pm AEDT, or via email on info@diggers.com.au and we will be able to discuss the best course of action. It helps if you can please take a photo and attach it to your email.
There are two different types of vouchers - ones that can only be used online and others that can only be used in our retail stores.
If you have a gift card or voucher that can be used online, you simply enter in the gift card code in the 'gift card or discount code' box in the checkout.
All gift vouchers purchased on our old website can be used on our new website. If your voucher isn't recognised please contact customer service for assistance.
It's to help make the online checkout process as quick as possible each time you order with us. It also enables you to view your current and past orders, check the delivery status and more.
Postage costs are standard across Australia but vary according to the products ordered:
- Seeds only:
$6.50
- Plants: $9.95 for 1-10 plants or $19.95 for 11+ plants
- Orders with any combination of hardware, books, seeds, potatoes or bulbs:
$8.95. (please note that additional plant postage of $9.95 / $19.95 applies if order also contains plants.
- Memberships:
Free
- Quarantine surcharge: $6 to cover additional cost of mandatory inspections (WA, NT and TAS only)
Your order will be despatched from us with instructions for Australia Post “to leave in a safe place”. Please note that if Australia Post cannot find a safe and dry place to leave your order, they may take it to your nearest post office awaiting collection.
Your confirmation email from Australia Post with your tracking number allows you to choose options of having your order either re-directed to another address or you can leave special instructions for the delivery.
Product Availability
If the item you are after is currently out of stock, we recommend selecting 'notify me', and we will notify you via email as soon as more stock becomes available.
Please take note that if the product says 'sold out for the season', it means we will not have any more of that variety available until the next growing season, which may be up to 12 months away.
If the item says 'more stock coming soon', it means that we are currently growing or sourcing more, and it is likely that more stock will become available within the coming weeks to months.
The best thing to do is to add your email address to the notification list, as you will be notified as soon as more stock becomes available.
Unfortunately there isn't.
The Diggers Club is obliged to meet all interstate quarantine restrictions and procedures for the movement of plant material (including seeds, bulbs and plants). These restrictions relate to declared weeds, plant pathogens and insect pests transferrable via plant material. Diggers is an accredited Nursery under the auspices of Department of Primary Industries Victoria - Plant Standards Branch, for the movement of plants to Tasmania, South Australia, Northern Territory and New South Wales. We also have audited agreements with the State authorities of Western Australia and Queensland.
If there are products that are not available to you in your State, please understand that this results from Government regulations, we have no say in these restrictions and must abide by them or face prosecution under the various State Quarantine Acts.
As of 9 February, plant sales have been able to resume and we will be able to send you all plants that meet the requirements of WA quarantine restrictions.
Product Guarantee and Returns
If within 90 days, live plants are not performing as expected, please contact us either via phone on (03) 5984 7900, Monday-Friday, 9am-5pm AEDT, or via email on info@diggers.com.au and where possible, provide us with photos of your plants. These photos can help us to assist as much as possible with guidance on helping your plants recover and thrive, but know that when needed, we will provide a replacement or credit under our 90 day member satisfaction guarantee.
Please note our policy on living product covers only those selected for your appropriate climate zone and where enclosed instructions have been followed.
Please contact us either via phone on (03) 5984 7900, Monday-Friday, 9am-5pm AEDT, or via email on info@diggers.com.au to discuss the issue with your order and we will fix it as quickly as possible.
If this product is not perishable (e.g. a book, gloves, hardware, etc.) and has not been used or damaged, this can be returned to us and a credit can be issued to you. Make sure to include paperwork with your details on them so that we know who has returned the products and can contact you once they are received. They can be sent to us at the below address.
The Diggers Club
PO Box 300
Dromana VIC 3936
If this product is perishable however (e.g. a potted plant or a bare root rose, etc.), please note that we unfortunately cannot accept these back due to the stress the plants would be put under going through the post a second time.
Please contact us either via phone (03) 5984 7900, Monday-Friday, 9am-5pm AEDT, or via email on info@diggers.com.au if you have any further questions about this process.
Store credits can only be issued and used through our customer service team. To use your credit, please contact our customer service team on (03) 5984 7900 or email us at info@diggers.com.au
Membership
It's easy to become a member. Simply join online, and you'll start enjoying your member benefits straight away including minimum 20% discounts on all products and member exclusive products.
You can also join at one of our garden shops, or over the phone with our lovely customer service team on (03) 5984 7900 Monday-Friday, 9am-5pm AEDT.
Double check that you are signing in with the email address you connected to your membership. If your membership status is still not recognised, please give our team a call on (03) 5984 7900 or email us at info@diggers.com.au
Your membership details can be updated by selecting the Log In button located on the top right hand side of the page. From here, you will be able to edit your details.
Horticultural advice is available free to Diggers Club members! Please send an email to hortadvisor@diggers.com.au with your query, contact details, and any photos you have. Our horticulturists check these queries Monday-Wednesday and will respond to you as quickly as possible.
Twice per year (in Spring and Autumn) we'll invite you to select four free packets of seeds from a seasonal range. There is a mix of ornamental, edible and gamblers choice (if you like a surprise!) available. When the member free seed offer is open, we promote it via the magazine, email and on our website. So keep an eye out for it, and then follow the links to redeem your free seeds!
Visiting gardens and retail shops
Opening hours can change seasonally. To plan your trip, please see up to date information for Heronswood, The Garden of St Erth, Cloudehill and Adelaide.
No! You can visit our shops and buy supplies from there without having a membership with us. However we do reserve our rare and exclusive lines for members only, and members save a minimum 20% off all products.
If you are considering joining, you can read more about membership benefits or you can speak to our friendly staff when you visit.
The gardens are owned and maintained by The Diggers Foundation, a registered not-for-profit charity. The entry fee goes someway towards covering the costs of maintenance and upkeep on the historic gardens and houses. The Diggers Foundation is a not-for-profit entity, working to protect heirloom seeds for future generations amongst other important projects. Learn more about The Diggers Foundation.
To keep our staff, members and customers safe, we follow all current requirements set out by the government.
Currently you do not need to show your vaccination status to visit the retail stores or gardens, however you do need to show your certificate or exemption to dine in our cafes.