What if my plants are missing in transit?

You finally ordered your favourite Fruit Trees and Daleys Staff have passionately packed them and handed them over to the freight company of your choice.

But where are they?

Don't worry as we have specially packed your plants to last up to 4 weeks in transit although the leaves may droop. We include instructions in your box on how to get them looking good even after a long trip.

Step 1: Use your track and trace number.
Daleys supplies you with a track and trace number via email after the plants have left the nursery. Go to the courier companies website and enter this number.
Fastways Couriers | Couriers Please | Australia Post | Startrack Express
If you don't have this number please contact us to get it.


Step 2: Understanding the information.
All couriers update this track and trace information differently. For example some companies may just say "received" and then not update until it arrives in your local area. So please keep checking back.

Step 3: Knowing when to take action
Daleys is in Kyogle NSW 2474 and as a general rule if you are close to us allow 3 working days. If you are in VIC, SA, ACT or Regional allow 5 working days. WA & remote allow 10 working days

Step 4: Contact the freight company first.
Have your track and trace number handy then call Fastways on 02 6624 2669, Australia Post 137678, Couriers Please 1300 361 000, Startrack 132345. What you want to do is lodge a "Missing In Transit" case or a "Delivered to wrong address" case. Make sure they give you a case number for your call and you record this along with the date.

Step 5: 14 Days has passed ( Excluding WA and Remote ) 
Please call up the freight company one last time and ask for an update on your case number. If the answer they give you is lacking in "hope" then please contact Daleys Nursery and give your
1. Invoice Number
2. Case Number
3. Date the case number was first opened.
4. A brief description of what they said in your follow up call.
* WA and Remote areas please allow 21 Days

Step 6: What to expect from Daleys Nursery
- We will resend the order free or charge^
-  or Wait until new stock is available and send at a later date free of charge.^
- or Refund the order^ ( only if  plants are unlikely to become available again. )

Unfortunately we do not get reimbursed because our freight companies say "they do not insure plants" Nevertheless we do our utmost to do what is right by you in this situation.

^ If you entered the wrong address or took longer than 14 days days to follow up the order with the freight company we can not offer replacements or refunds.

How to Reduce the chance of my order going missing

1. Make sure you double check that your address details are correct when you place an order with is.
2. Please only choose the freight company you trust and not the cheapest one. ( Learn More )