Shipping policy

At Plant Powered Gen, we strive not only to provide the best products on the market, but also to ensure that your order reaches you as quickly and efficiently as possible. Our simple online ordering system ensures that your order is sent to us instantly, allowing us to process and ship it to you as soon as possible.

Australian Shipping Fees

The standard shipping charge is a flat fee of $9.99

If your order totals to over $149, delivery is free!

International Shipping Fees

International shipping rates are calculated in AUD upon entering your address during the checkout process.

All applicable customs fees, taxes and duties are the sole responsibility of the customer. Customs authorities require that the value of your order is displayed on your package – the value is the retail cost. Plant Powered Gen can’t mark any package(s) as a “Gift” in order to avoid customs and duties fees.

Please note: on rare occasions, customs agents may delay the delivery of some packages at their discretion; this is unfortunately out of our control.

For more information on customs and duties charges, please contact your local customs.

Shipping Company

Upon receipt of your order, your order details will be electronically forwarded to our warehouse for packing & dispatch. Orders placed with all stock ready to deliver will leave our warehouse within 48 hours Monday-Friday (excludes public holidays). Our warehouse uses Australia Post and other carriers to ship products to you and all orders come with tracking and signature on delivery. You cannot ‘opt-out’ of the signature on delivery requirement. Where the shipping address differs from the billing address, please ensure permission is obtained for the disclosure of personal information under the Privacy Act for third party recipients.

Ordering & Delivery

  1. Goods are packed in a safe manner to prevent damage during transport
  2. Goods are delivered to all regions of Australia using various transport services as stated above.
  3. Orders are dispatched from Melbourne, Australia on business days only (Mon to Fri -excludes public holidays).
  4. If an item is out of stock, and remains unavailable (unless it was purchased on “pre order” status), we will contact you by email.
  5. Unfortunately, you are unable to modify your order after it has been successfully received by us.
  6. Unfortunately, we are unable to redirect parcels once they have left our warehouse.
  7. To assist us getting your order to you as quickly as possible, please include your phone number and a valid email address to help if we need to sort out any issues with your order.

Australian Delivery Time-Frames

Estimated Delivery Times within Australia (Australia Post Guidelines)

Delivery within Melbourne Metropolitan areNext working days
Delivery to Sydney3-7 working days
Delivery to Queensland3-7 working days
Delivery to other capital cities3-7 working days
To other interstate locations3-7 working days

Delivery times do not include handing time.

International Delivery Time Frames

These times may vary depending on your country.

International standard: 7-14 Business Days

Delivery times do not include handing time.

Currency

All amounts shown on our website are in AUD. All orders will be transacted in Australian dollars. The final amount is only an estimate and excludes any taxes, duties, levies or tariffs that may be imposed.

Exchange Rates

Exchange rates change daily, and we can’t be responsible for any loss incurred as a result of currency fluctuation. Please note: your credit card processor may charge you a conversion rate fee.

RETURNS, REFUNDS, CANCELLATIONS & INCORRECT ADDRESS POLICY

Returns & Refunds

Please select products with care. Generally, refunds will not be provided for products purchased from us if:

  • You received your order and changed your mind.
  • You misused the products in any manner that led to the issue.
  • The product failed to meet your expectations.
  • You dislike the taste/ingredients, including products in which the manufacturer has reformulated the ingredients and/or repackaged the product label.

Personal sensitivity/allergy to any of our ingredients: it is your responsibility to research the product’s ingredients to see if there is anything you are or could be allergic to before making your purchase. All of the ingredients and nutritional panels are available on each product page; if you require further clarification, we recommend contacting our friendly customer service team before placing your order.

We will provide refunds for products sold to you where we are required to do so by Australian Consumer Law or otherwise provided in these terms, including:

  • for any products purchased which we are unable to provide to you (unless the product was marked as being on “pre order” when you purchased it); and
  • if the products arrive faulty or damaged

If your order is faulty or damaged, or if you did not receive the products you ordered, we will offer a refund, exchange or store credit if the issue is reported to us within 48 hours of delivery. To file a claim, please take a photo of the problem and send it to customercare@plantpoweredgen.com (for Australian orders) or customercare@plantpoweredgen.com  (for international orders) along with the following information:

  • The name and email that appears on the order
  • Purchase receipt (including order number)
  • Product details
  • Information about what’s wrong (with photo attached)

You must present your Plant Powered Gen receipt, order number or other adequate proof of purchase.

If you cannot present your Plant Powered Gen receipt, order number, email associated with the purchase or other acceptable proof of purchase, Plant Powered Gen reserves the right not to offer a refund or exchange.

Where you seek a refund for any product that was purchased as part of a ‘deal’ or ‘promotion’, Plant Powered Gen may refund the price in accordance with deal/promotion eligibility. No refund will be given on free products and any refund amount may be recalculated if your return results in deal eligibility no longer being met.

Please allow 5 business days for a refund to be processed from the date that the returned item is received by Plant Powered Gen. You will be informed via the email address that is listed on your Plant Powered Gen account once this transaction has been processed. Refunds will be issued to the credit card, PayPal or payment method that the payment had originally come from.

Plant Powered Gen reserves the right to assess the condition of returned products prior to offering an exchange or refund. This may result in an exchange or refund being refused.

Cancellations

Orders placed on our website cannot be cancelled once they have been dispatched from our warehouse.

If the parcel is sent back to Plant Powered Gen and you would like to cancel your order, thus seeking a refund, Plant Powered Gen agrees to refund you the total amount paid by you, less the shipping cost, order protection (if purchased), handling fee and the return to sender fee which is set by Australia Post.

Incorrect Address

The address entered in the shipping section during checkout is printed directly onto the shipping labels; the data is not manually entered or checked, so any errors in the address are entirely your responsibility. If your order has already been shipped, we are unable to edit the shipping address. You can ask the postal service sending your parcel to redirect it to your correct address before delivery, but we can’t guarantee they will.

If the parcel is sent back to Plant Powered Gen, it is your responsibility to pay the applicable shipping and handling fees to have it re-delivered to you. Plant Powered Gen is not liable if the parcel cannot be located due to putting in an incorrect address and we will not send out another product to you for free.