Shipping and Delivery
We ship Australia wide.
We aim to dispatch all orders within 24-72 hours however, during busy periods and over weekends there may be a small delay in dispatching your order.
COST
Australia Post does all our deliveries as they have proved to be the most reliable. We do generally charge less than the actual shipping cost charged to us by Australia Post to make shipping affordable for you.
Shipping rates are based on the weight of your order and are automatically calculated as you add items to your cart. Look towards the bottom left of your cart for the shipping calculator where you can enter your state and postcode to get an instant rate calculation.
| 0 - 3 kg | $9.95 |
| 3 - 7 kg | $14.95 |
| 7 - 10 kg | $20.00 |
| Over 10 kg | $30.00 |
DELIVERY TIMES
All orders are dispatched from our warehouse in Victoria, Australia and shipping can then take between 3-10 days depending on your location. You will receive full tracking details via email once your order has been dispatched.
Metro Area deliveries are usually within 2-4 days.
AUTHORITY TO LEAVE
By selecting the box "Authority to Leave" you hereby authorise us to arrange for your parcel to be delivered to and left at your nominated shipping address without requiring you to sign for delivery ("ATL delivery"). If you select to receive your parcel via ATL delivery, you acknowledge and agree that only confirmation of delivery by the delivery driver (engaged directly or indirectly by The Urban Patch) will be obtained, in order to satisfy proof of delivery. To the extent permissible by law, The Urban Patch disclaim all warranties and liabilities in relation to the delivery of the parcel. Unless otherwise required by law, The Urban Patch will not replace or refund items which you do not receive if being delivered via ATL delivery. By selecting ATL delivery, you acknowledge and agree that the delivery driver maintains the right to only leave the parcel at your shipping address if they deem the property safe to do so.
If the buyer chooses an ATL (Authority To Leave) delivery option, any risk of loss passes to the buyer and/or any other person who signs for the receipt of the delivery. We are not responsible for your package once the carrier states ‘Delivered’ or ‘Notice left.’
TRACKING YOUR ORDER
When your online purchase is complete you will receive an email containing your order confirmation. Once dispatched, you will be sent an email with the delivery details and will also include a link which will allow you to track the status of your delivery at any time.
PLEASE NOTE: tracking information may not be available online for 24 hours after receiving you dispatch email.
PRE-ORDER
On occasion, we may offer the ability for you to pre-order items. This allows customers to secure an online purchase while stock is on its way.
Please read the product description carefully to ensure you’re happy to wait for the expected arrival date. Here you will also find the estimated arrival date of the pre-order. This date is an expected delivery date only and may vary due to elements out of the control of The Urban Patch. The Urban Patch will ship pre-order items as a priority once stock has arrived to our warehouse.
You will be charged at time of placing a pre-order. Pre-orders cannot be exchanged before delivery. If you would like to cancel your order, please contact us at hello@theurbanpatch.com
If your order includes both a pre-order item and other items, this order will be held and dispatched when all items are available. We do not split orders.
You will receive an order confirmation email once the order is placed, and a follow up confirmation email when your items are shipped.
Customers are responsible for keeping their shipping & contact information up-to-date to ensure shipment of pre-orders are delivered to the correct address. Please or email us at hello@theurbanpatch.com to update your details.
RETURNS
Our promise to you is not to sell you an item that we don’t personally use in our own garden.
We treat our customers like our friends and we kindly ask that you do the same for us. We are a small family business with strong business ethics and honesty. If something does go wrong, we ask that you talk to us in the first instance.
The first step is to let us know you need help by sending us an email on hello@theurbanpatch.com.
We are here to help so please do not hesitate to reach out.
FURTHER INFORMATION
*delays may occur when we have a large influx of orders but this is the exception and most of the time your order is packed the same day (or the following) and on its way.
CONTACT US
If you can’t find the information you need, please email us on hello@theurbanpatch.com and a member of our customer service team will be in touch as soon as possible.