Do you have a shop-front?
Shopify Inc. provide us with the online e-commerce platform that allows us to sell our plants and growing accessories 100% online thus doing away with the need for a store-front. Shopify uses an e-catalogue which manages stock inventory, tracks sales and dispatch and, by default, is set up to operate on a ‘first paid – first served’ basis. Setting up an account and logging in is a requirement prior to shopping.
What payment types are offered?
Credit card, debit card and PayPal.
How are plants prepared for shipment?
Hoyas and dischida are epiphytes and this makes them great travellers. Our plants are watered well before shipment (hydrated) and undergo one final inspection. If they are found to be sick and unlikely to survive, we either find a replacement or issue a refund. Roots are wrapped in two layers of damp paper towel, fastened in a ziploc bag then packed into a sturdy cardboard box with shredded paper which further insulates them on the journey.
Should I have my plants shipped Express?
Most of our customers select regular shipping and we have not had any reports of distressed plants. Orders are generally shipped on Monday through to Wednesday to help avoid spending unnecessary time in the post.
How do I track the status of my delivery?
Via the tracking number we send you by email. If you are worried about the progress of your delivery, you can check-in with Australia Post Customer Service on 131 318.
What should I do with my plants when they arrive?
You will receive printed Care Notes enclosed with your first order, covering topics like potting mediums, watering, fertilising and pest control. These Notes are also available here.
The species I want is out of stock. What should I do?
On each plant profile there is opportunity to sign up for a 'Back In Stock' notification so that you receive an email alert when they are back in stock.
I received an email alert to say the species I want is back in stock but, when I tried to order, it is out of stock. Why does this happen?
From our private collection, we offer small numbers of plants across a wide range of hoya varieties, many of which are exceptionally rare and hard to find. As hoyas are currently hugely popular and highly sought after, this means they sell out quickly. We always have a range of young plants under cultivation which come into the Store as they mature so, if you wish, you can sign up for another availability notification.
When is your new stock released?
We release new stock every Friday evening at 7.00pm AEST. Note that the Store will be offline from 4.00pm that day as stock is loaded.
Over the cooler months our stock releases are smaller and less frequent. Dates and times are announced on the banner of our Store's homepage.
Do you auction plants as well?
Are there Order Limits?
Order limits apply to some of our collection, particularly the rarer varieties. Individual plant profiles will indicate whether that variety is limited or not. There will be a lifetime limit of 2 for each of these varieties. This means that a customer can buy one of these limited plants – in any size – only 2 times on their account in total, either in a single order or across multiple orders. Any selected plants which reach the limits will be automatically halted at checkout with a pop-up notification identifying which item must be removed. After removing whichever item has been flagged, you can continue with checkout.
Note that these limits will operate retrospectively, meaning that if a limit for a particular plant has already been reached, that plant can no longer be ordered. For example, if you have already purchased one Hoya mitrata, in any size, from Hoya Store Australia, you will only be permitted to purchase one more, in any size.
If there is ever an occasion where order limits are exceeded, you will receive a refund for any plants which have gone over their limit, and these plants will not be sent. Limits will apply per customer’s name, email address, delivery address, and payment details. In order to enforce these limits fairly, orders made on new accounts, which share any of the details mentioned above with a pre-existing account, will not be fulfilled.
Limits do not apply to auction plants.
What is the 'H' code?
Every new Hoya or Dischidia variety added to our collection is assigned a unique in-house code, such as H303 or D24, so that we can accurately track the identity and provenance of the plant. This code should be discarded when you receive and label your plant as it is not part of the plant's official name.
Do you combine postage?
If you place two or more orders on the same day, we always endeavour to combine postage and issue you a refund - you will receive an email when the refund is processed. In order to prevent errors, our combined postage refund only applies to orders placed under the same account / email address.
Do you ship internationally?
Plants are shipped only within Australia. Resource books are available to overseas customers.
Do you ship to WA, TAS and NT?
Yes. Please contact us to request specific quarantine information.
Can I place a custom order for specific species?
Sorry - we do not offer this service on our plants. At times, custom orders are created for specific accessory combinations or for overseas customers ordering resource books.
Can you hold my order and ship it at a later date?
Apologies - we do not offer this service.
What is your policy in regards to aggressive customers?
Customers who are aggressive or threatening - for example; If you don't give me what I want, my friends and I will trash your brand - will find they are blocked from our social media, with their incoming emails diverted to Junk.