Shipping policy

Shipping Policy

At The Balcony Garden, we're pleased to now offer free metro shipping to customers in selected capital cities across Australia. For deliveries outside these metro areas, shipping is calculated at checkout based on your delivery location and order value. You can also collect your order for free from our Melbourne warehouse via Click & Collect.

The shipping rates and conditions on this page supersede all previous rates and conditions listed on our website, social media, print media, and anything else released by TBG APAC PTY LTD t/a The Balcony Garden.

Free Metro Shipping

We offer free shipping to metro areas of the following capital cities:

  • Sydney
  • Melbourne
  • Adelaide
  • Brisbane
  • Perth
  • Hobart

If your delivery address falls within one of these metro zones, free shipping will be applied automatically at checkout — there's nothing extra you need to do.

Whether a postcode is classified as "metro" is determined by our third-party transport provider (see Delivery Zones below). If your address falls outside these metro zones — including regional, rural, and remote locations — shipping is calculated at checkout based on your location and order value.

Click & Collect (Melbourne)

Free Click & Collect is available from our Melbourne warehouse. For customers in Victoria, this is automatically selected as the default delivery method at checkout. We'll let you know when your order is ready to collect.

Delivery Across Australia

We deliver Australia wide. For deliveries to the Northern Territory, please contact one of our showrooms for a shipping quote before placing your order.

We are unable to deliver to a PO Box. Please provide a physical street address, otherwise we will need to cancel your order. Thank you for understanding.

Dispatch & Delivery Times

After ordering online, you'll receive an email confirmation from Shopify with your order details (provided you've supplied your email address). We normally confirm receipt of your order within a few minutes.

We will aim to dispatch your goods via our third-party transport/shipping company within 7 working days. If goods are unavailable, delivery may take a little longer. You should ordinarily expect to receive your goods within 10 days of purchase.

What to Expect on Delivery

  • Curbside delivery only. Delivery is to the curbside and does not include unpacking or removing any packaging from the site.
  • Pallets. If your shipping address is not within Melbourne, your order will be sent on a pallet that we are unable to remove from the site. The customer is responsible for the removal of any wooden pallets.
  • Packaging for larger and fragile ranges. For our larger and more fragile ranges — including the Bad Names and Terra Botanica pots — we take extra care with packaging. Each pot is securely packed inside a soft wooden crate, which is then placed on a wooden pallet to ensure safe and stable transport.
  • Heavy items. Some of our products are heavy or difficult to handle. We recommend organising an extra set of hands on the day of delivery.

Delivery Zones

The Balcony Garden uses a third-party transport provider who is responsible for assigning which postcodes fall within each zone. We are therefore unable to reassign your postcode to a different zone. We apologise if you feel your postcode has been incorrectly allocated; however, this is outside our control.

Missed Deliveries & Re-Delivery

If a delivery scheduled on a pre-arranged date cannot be completed because the recipient is not available to accept it, a second delivery attempt can be arranged at an additional cost. The customer will be responsible for any extra charges The Balcony Garden incurs for the re-delivery. We will send you proof of the costs, which you will need to pay before the re-delivery is booked.

Accessories-Only Orders

For orders that include only accessories such as Liquid Plant Food or Slow Release Garden Booster:

  • $9 delivery for orders under $50
  • Free shipping for orders over $50

These rates apply to our Garden Booster & Liquid Plant Food only and exclude pots and planters.

Shipping Protection

We offer an optional AUD $9.95 Shipping Protection service for customers who want additional cover and a faster resolution process if delivery issues occur. This service is designed to minimise delays and inconvenience in the event of loss, damage, or theft after delivery, and allows us to prioritise your case over standard claims.

We will still address delivery issues in line with our obligations under Australian Consumer Law. In most cases, this will involve lodging a claim with the courier and awaiting the outcome before resolving your request.

Terms & Conditions:

  • Optional add-on: Shipping Protection can be added at checkout for $9.95 per order. It is not mandatory.
  • Additional to standard coverage: This service provides a faster resolution process and extra benefits. Your rights under Australian Consumer Law remain unaffected.
  • Coverage includes: Loss of goods during transit; damage during transit.
  • Exclusions: Incorrect or incomplete delivery address provided by the customer; delivery delays outside our control; goods left in unsecured locations at the customer's request.

Claim process:

  1. Submit a claim within 24 hours of the delivery date.
  2. Provide any supporting evidence requested (e.g. photos for damage claims).
  3. Claims under Shipping Protection are processed within 2 business days.
  4. Claims without Shipping Protection will follow our standard delivery issue process and may be subject to courier investigation timelines.

Resolution:

  • With Shipping Protection: Expediated replacement or refund, plus store credit where applicable.
  • Without Shipping Protection: Resolution provided after completion of the courier investigation and confirmation of the claim.

Questions

If you wish to query a delivery, please contact us at info@thebalconygarden.com.au or call our showrooms on 02 8363 1144 (Sydney) or 03 8306 0544 (Melbourne).

For additional information, please visit our Terms of Service page.