Most Commonly Asked:


WHY IS MY SEARCH BAR NOT WORKING?


Currently there is a glitch with the search bar, where if you enter more then two keywords or product code your searches will not appear. Sorry for any inconvenience in advance.  


For the meantime please use only ONE keyword for your searches. Thank you for your cooperation.


WHY DOES IT GIVE ME ’NO DATA’ OR THERE ARE NO PRODUCTS SHOWING?


Try clicking the ‘SHOP BY CATEGORY’ or refreshing the page. Otherwise there might not be any products in that category currently.



WHY CAN’T I PROCEED TO PAYMENT? (GREEN SQUARE BOXES KEEP SPINNING)


Please check your internet connection or clear your browser history and refresh the page. If still not working please contact us sales@bonsainet.com.au


WHY IS THERE ONLY PAYPAL PAYMENT OPTION?


Online purchases are made easy and secure with our PayPal payment method. Customers do not need to have an account with PayPal in order to make purchases. PayPal accepts Visa, MasterCard, American Express and Discover.



Online Accounts:


CAN’T LOG INTO MY ACCOUNT?


We have had a major upgrade to our website on August 2015, which may have caused your account to be deleted. We at Bonsai Environment sincerely apologise for any inconvenience this may have caused you. 


Alternatively, if you have created an account after August 2015 and the system says that your account cannot be found, it's possible you accidentally signed up with the wrong email address.


We suggest you create a new account with your current email address.

If you’re still having issues, please contact us and we’ll look into the matter further.


I FORGOT MY ACCOUNT PASSWORD, WHAT DO I DO?


Please go to the My Account Log In page and click the 'Forgot your password?’ button to have a new password emailed to you.


Alternatively, you can go to the bottom left hand side of the Home page and click ‘FORGOT PASSWORD?’

 

WHERE CAN I FIND MY WISH LIST ITEMS?


When you add an item to your ‘Wish List’, it keeps a record of the items you have shown interest in purchasing. Unfortunately we do not hold or reserve the item for you until it is purchased. 


Your ‘Wish List’ items can be found next to ‘My Account’ on the menu bar or inside the ‘My Account’ page.


WHAT HAPPENS IF I HAVE FORGOTTEN MY ACCOUNT USERNAME?


Your account is registered to your email address. Please log in at the My Account Log In page.


DO I NEED AN ACCOUNT TO PLACE AN ORDER?


Yes, you do need to register an account in order to place an order. If you would like to create an account, please go to the ‘Create an Account’ page.


Buying/Payments:


IS BUYING ONLINE SAFE?


Any personal information you disclose to us is handled with the strictest confidence in accordance with our Privacy Policy. 


WHAT ARE MY PAYMENT OPTIONS?


Online purchases are made easy and secure with our PayPal payment method. 

Customers do not need to have an account with PayPal in order to make purchases. PayPal accepts Visa, MasterCard, American Express and Discover.


Unfortunately, at present, we cannot accept gift vouchers or store credit for online purchases.


HOW SECURE IS MY CREDIT CARD AND PERSONAL INFORMATION?


Your security while shopping online with Bonsai Environment is very important to us, and we’ve taken all reasonable measures to make sure your personal details are kept safe at all times. For all your payment details their kept highly secure on the PayPal site, using 128-bit SSL encryption.


Online Orders:


WHY CAN I NOT SELECT THE DELIVERY OPTION?


You have PICKUP ONLY ITEMS in your shopping cart please remove those items and the delivery option will appear.


WHAT HAPPENS AFTER I HAVE COMPLETED PAYMENT ONLINE SUCCESSFULLY?


After you place an order with us, you'll receive an order confirmation email with the details of your order. If you have any queries regarding your purchase, please contact us.


HOW LONG DOES IT TAKE TO PROCESS MY ORDER?


All orders will be processed and dispatched from our warehouse within 1-5 working business days. Our warehouse is a Monday to Friday operation, subject to Public Holidays.


CAN I CHANGE OR UPDATE MY ONLINE ORDER?


As we are committed to getting your order out to you as soon as possible, once you have paid for your order and it has been sent to our warehouse. It’s unfortunately not possible at this stage for you to change, or cancel your order. 


Once you receive your order, you can follow our returns instructions in the Refunds and Exchanges section of our website if you want to return or exchange an item.


WHAT DO THESE ORDER STATUSES MEAN?


Paid: You have successfully paid for your order and should receive the order confirmation email. If you have not received it please contact us.


Shipped: Your order has been shipped and you should receive an email containing your tracking ID and courier information. If you have not received it please contact us.


Ready To Be picked Up: Your order is ready for collection at Bonsai Environment 70 O’Connell Street, Vineyard, NSW, 2765. You should receive an email with pick up instructions, if you have not please contact us.


Awaiting Payment: Your order is still awaiting payment; please click on the ‘Payment’ button to proceed to payment.


Pending Payment: The payment is either still pending or you have not successfully completed the payment process. Please contact us if you have queries about your order.



Shopping Cart:


WHY CAN’T I ADD THIS PRODUCT TO MY SHOPPING CART?


The product may either be OUT OF STOCK or you have not selected an option for that particular product.


WHAT DOES THE ‘PROPERTY’ COLUMN MEAN?


The property column is the option you were given when adding the item to your shopping cart.



Delivery:


WHAT IF I RECEIVE A DAMAGED PARCEL, THE WRONG ITEMS, OR DON’T RECEIVE MY ORDER AT ALL?

If you believe there is damage to the products you've ordered, the incorrect items have been delivered, or your order hasn't arrived within the specified timeframe, please contact us.


WHAT HAPPENS IF I’M NOT AT HOME TO RECEIVE MY PURCHASED ITEMS?


If you are not available to take delivery of your parcel, a delivery slip with further instructions will be left in your letterbox.


WILL MY ORDER, WHICH INCLUDES A FEW ITEMS, BE DELIVERED IN THE ONE BOX?


On occasions, when a number of items are purchased in a single order, they may be sorted into separate boxes and arrive with different deliveries. Therefore, all of your order might not be delivered on the same day.


WHAT IS THE COST OF DELIVERY?


Bonsai Environment offers FREE standard shipping orders over $150 to Australia.


For orders under $150 the delivery fee is calculated by the size and weight of the items, plus the distance to the delivery address from a fulfilment location. You can work out delivery costs for your purchase on the Order Summary page, where it will be automatically calculated and displayed as a line item in your costs.


WHY CAN’T MY ORDER BE DELIVERED TO A PO BOX?


The courier we are currently using does not deliver to PO Boxes. If you wish for us to deliver to a PO Box please contact us before placing an order.


Order Tracking:


HOW CAN I TRACK THE DELIVERY OF MY ORDER?


Once your order has been dispatched from our warehouse, you should receive an order-dispatched email from us with your tracking number.


If you have your tracking number and would like to track your order, please go to the specified courier’s website.


Refunds and Exchanges:


HOW DO I RETURN OR EXCHANGE AN ONLINE ORDER?


All items purchased online at bonsainet.com.au can be exchanged or refunded, subject to the following conditions from our Refund and Exchange Policy.


CAN I RETURN AN ITEM I BOUGHT ONLINE TO A STORE?


All items purchased online at bonsainet.com.au can be exchanged or refunded in store, subject to the following conditions from our Refund and Exchange Policy.


HOW DO I RETURN AN ITEM I BOUGHT IN STORE?


All items purchased in store at Bonsai Environment can be exchanged or refunded in store, subject to the following conditions from our Refund and Exchange Policy.


Pick Up In-Store or Pick Up ONLY Items:


CAN I CHOOSE TO PICK UP MY ORDER IN-STORE?


When buying online, you have the option to pick up your order from Bonsai Environment: it's quick, convenient and free.


Step One:


During checkout on the Billing and Shipping page, select ‘Free in store pick up’.

After your order is placed, you will receive an order confirmation email.


Step Two:


Once the store has confirmed your order and reserved the stock, you will receive an email ‘Ready to be picked up’.


Step Three:


You are required to present an invoice of your order and photo ID when picking up your order. Please note that orders must be picked up within 2 weeks. If you have any problems and wish to pick up your order after 2 week please notify us as soon as possible. 


WHY IS THIS ITEM PICK UP ONLY?


Pick Up ONLY Items are too heavy or bulky or fragile to send via courier. If you wish to have a PICK UP ONLY ITEM delivered to your doorstep, please contact us and we can arrange for special delivery.