Customer Service Policies

Ordering

Orders can be taken by phone during business hours (9am to 5pm AEST, 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

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 Diggers Club reserves the right to pass on dishonour fees as a result of refusal of payment.

Despatch

Your order will be despatched as soon as possible. Under normal circumstances memberships, seed, books and hardware orders will be despatched within 5 working days. Delays may be experienced in Tasmania due to quarantine requirements. Items such as live plants, roses, bulbs and potatoes will be sent as soon as the weather/ season permits. Bulbs and potatoes are dug from the ground when dormant and are despatched after cleaning and packaging. If you will be away when you expect your order to be delivered, 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.

Post

If your order is over $150 it will be sent registered delivery and you may need to sign for it upon delivery. 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 NT, WA and TAS.

Back orders

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 regularly with stock availability

Refunds, returns & guarantees

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. Please note our policy on living product covers only those selected for your appropriate climate zone and where enclosed instructions have been followed.

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 magazine 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.

Cancellations for event bookings

A cancellation policy applies to all booked events. A 50% cancellation fee applies from the time the event is booked to one week prior to the event date. Bookings cancelled within one week of the event date will not be refunded.

PLACE AN ORDER

Order online: www.diggers.com.au

Post: PO Box 300, Dromana, VIC, 3936 (don't forget to include your cheque or credit card details)
Phone: 0359847900 (have your product codes and credit card details ready)

ABN 95 112 026 383

Postage and handling charges explained

Postage and handling fees are charged to help us cover processing costs. Your order may arrive all at once or separately depending on availability, this does not affect the amount you will be charged. 

Live plants:
1-10 pots $9.95
11+ pots $19.95

Discounted seed postage:
$6.50

Orders including hardware, books, seeds, potatoes or bulbs:
$8.95

Memberships and renewals (excluding books):
Free

Quarantine surcharge (WA, NT and TAS):

$6.00

Delivery offset (optional):
$0.50
Go green! Offset your delivery for 50 cents and help support native reforestation projects around Australia through Greenfleet.  Learn more here...

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