Shipping policy

Shipping & Delivery Information

Last updated: 6th February 2025

At Collectors Online, our priority is delivering healthy plants safely and compliantly across Australia. As a live plant nursery operating under strict biosecurity regulations, dispatch timing depends on plant preparation, certification requirements, and weather conditions.

We operate using a rolling dispatch model, allowing flexibility to protect plant health while maintaining efficient order processing.

Where We Ship

We ship live plants to all Australian states and territories.

Dispatch & Shipping Timeframes

Rolling Dispatch

Orders are packed and dispatched on a rolling basis, rather than fixed weekly cut-off dates.

On average, orders are dispatched within 3–5 business days.
Most orders fall within this timeframe; however, dispatch timing may vary depending on:

  • Biosecurity treatment and certification requirements

  • Order size or complexity

  • Weather conditions (particularly heat)

  • Seasonal demand and courier capacity

Dispatch timeframes are estimates only and are not guaranteed.

Express Shipping

Express Shipping prioritises faster transit with Australia Post after dispatch.

Please note:

  • Express Shipping does not speed up order preparation, certification, or dispatch

  • Express orders follow the same rolling dispatch process as Standard Shipping

  • Express reduces time in transit only, not time before dispatch

Weather & Seasonal Delays

Plant safety always comes first.

During periods of extreme heat, severe weather, or courier disruption, we may delay dispatch to reduce the risk of plant damage in transit. These delays apply to all shipping methods, including Express.

Orders will be dispatched as soon as conditions are suitable.

Tracking Your Order

Once your order has been dispatched, you’ll receive a shipping confirmation email containing a tracking number. Delivery progress can be monitored directly with Australia Post.

Order Confirmation & Email Address Checks

After placing an order, you should receive an order confirmation email shortly after checkout.

If you do not receive a confirmation email, please check the following before contacting us:

  • Are you checking the same email address used at checkout?

  • Have you checked your spam or junk folder?

  • If you use multiple email addresses, are you checking the correct inbox?

Using a single, consistent email address for orders and enquiries helps us locate your order quickly and avoid delays.

If you still cannot locate your confirmation email, please contact us at sales@collectorsonline.com.au and include:

  • Your full name

  • The email address used at checkout

  • Any order reference number, if available

Shipping Costs & Mandatory Biosecurity Fees

Shipping costs are calculated automatically at checkout based on volumetric weight and delivery location.

Biosecurity Fees (WA, NT, TAS)

Australian biosecurity regulations require mandatory treatment and certification for certain states and territories:

  • Western Australia (WA) & Tasmania (TAS): $20 per order

  • Northern Territory (NT): $10 per order

These fees are:

  • Charged per order, not per plant

  • Automatically included in your shipping quote once your address is entered at checkout

Paradisia (our parent company) absorbs significant government inspection costs (up to $70 per inspected package). No additional inspection fees are passed on to customers.

Certification Schemes

All interstate plant orders require certification under state-specific schemes:

  • WA, TAS: ICA-29

  • NT: PS-27

  • QLD: PS-57

  • NSW, ACT, SA: PS-59

All certifications are issued via the electronic Plant Health Assurance Certificate (ePHAC) system.

  • Certification details are emailed directly to the relevant state or territory authorities

  • You will receive an email copy for your records (WA, TAS, NT only)

  • A printed copy of the original ePHAC is attached to your parcel

Address Requirements & PO Boxes

For biosecurity certification, a physical street address is required, even if delivery is being made to a PO Box.

  • The physical address is used for certification purposes only

  • Delivery can still be made to a PO Box where permitted by Australia Post

Orders missing a valid physical address may be delayed while we contact you for clarification.

Delivery & Pickup

Collectors Online is an online-only store.

  • We do not offer order pickup

  • Our facilities are not open to the public

  • All orders must be shipped

Substitutions & Refunds

Live plant availability can change rapidly.

If an item becomes unavailable before packing:

  • We generally issue a refund for the unavailable item

  • We do not routinely substitute plants without prior approval

If you are open to substitutions, please note this clearly in your order comments at checkout.

This approach helps avoid delays and ensures you only receive plants you are happy with.

Important Information

Collectors Corner Retail Store & eBay

Collectors Online operates independently from the Collectors Corner retail store and their associated eBay store.

  • Orders cannot be combined

  • Stock cannot be transferred between businesses

For retail or eBay enquiries, please contact Collectors Corner directly.

Need Assistance?

If you have any questions about dispatch timing, shipping, biosecurity, or your order status, our team is happy to help:

📧 sales@collectorsonline.com.au
🔗 Help Centre – Collectors Online
💬 Live chat support is available via the website widget