Frequently Asked Questions

For first time orders, you’ll need to go through the registration process by creating a new account. You can either select private registration or business registration.

• Start by placing items into the shopping cart.
• To checkout click the shopping cart icon, then ‘show cart’. If you haven’t yet done so, follow the steps to register or log in. Enter your billing and shipping address, then proceed to payment options.
• Once your order is confirmed, you will receive a confirmation email and we will process the order within 1 working day.

To place an order or to get an online quotation for shipping estimates you need to register your billing and delivery details.

The minimum order quantity is 1 item. An item can come in either box, pack or sleeve form. We cannot break sleeves, but if the product has a sleeve quantity advertised you only need to order one at a time. The shipping will be reflected on the weight and volume to the postcode you are shipping to.

Yes, we offer sample packs. The majority of the sample products are free however some products, depending on size, may incur a charge. We charge for shipping which will vary depending on which shipping method you choose.

Please use the enquiry form and we will respond with the sample procedure.

Custom printing is available on a lot of our products. There are minimum quantities, set up costs and set time frames involved. Please email an enquiry with the product, quantity, lead time and location of delivery for us to follow up on and respond promptly.

The most common reason for not receiving correspondence from us is your emails are being delivered to your spam or junk mail inbox.  If you have entered your email address incorrectly all correspondence will be undeliverable. Please contact us if you think you may have incorrectly entered the wrong address or haven’t received any correspondence.

We try to reuse boxes wherever possible, so please do not be alarmed if you receive a parcel that has a different product mentioned on the outside of the box. We may also mix combinations of different items into a single box, so make sure to check all boxes on delivery.

Composting refers to the process of producing compost through aerobic decomposition of biodegradable organic matter. Please refer to our introductory article on home and commercial composting, as well as which products and materials are compostable. The article can be found here.

If the order is placed and paid for before midday, in most cases we will dispatch it that afternoon. Otherwise, it will go on the next day’s dispatch.

Internet orders have priority over phone and sample orders. If any item goes temporarily out of stock we will call or email you to give you an update.

• StarTrack
• Australia Post
• Pick up from our warehouse in Billinudgel NSW
• Local delivery in Byron Shire and the Gold Coast. *Conditions apply.

StarTrack does NOT ship to PO boxes. A street address needs to be provided. However, Australia Post will ship to PO boxes.

Please specify the actual premises signage of the shipping address if you are sending to a business address. The driver will be looking for the name printed on the label. This is an issue that often delays delivery.

The StarTrack driver will only leave the parcel if it is safe to do so. This is entirely at the discretion of the StarTrak driver. If the driver does not feel the address is safe the parcels will be returned to the depot. A second and subsequent delivery fee will be charged.

StarTrack will not call before delivery. The shipping address needs to be attended between 9am – 5pm Monday to Friday if you require a signature. Alternatively you need to provide authority to leave the goods at the front door or a safe place if the delivery address is unattended.

When you’re giving the authority to leave the goods unattended, you need to provide clear instructions of where it is safe to leave the parcels.

For example: ‘At the front door, undercover, out of sight’. Please also provide clear instructions regarding building or suite number/level, and buzzing intercoms/door bells. If there are any concerns with the accessibility of a delivery address, we recommend choosing an alternative address to avoid a failed delivery.

Schools need to provide opening and closing times, as well as an exact location for the delivery. StarTrack does not drive down long driveways. They also do not open gates in most cases. Please try to minimise any complications for delivery.

For urgent deliveries of smaller weight and volume orders, we can calculate next day Air Freight with StarTrack. This is not offered on the website. You will need to choose the quotation method and call or email an enquiry to follow up.

Please visit the StarTrack support web page for further information regarding StarTrack deliveries.

https://startrack.com.au/support

The Australia Post shipping cost is calculated automatically for a single carton at the checkout. This shipping cost will vary and is based on the size of the item. The online calculator is not set up for multiple cartons. For more than one carton we need to provide a manual calculation based on the weight and volume and postcode of delivery.

Australia Post delivers to PO Boxes.

It is most cost effective to use Australia Post when shipping to remote and regional areas.

To do this you will need to select ‘shipping quotation’ as the shipping method and ask for an Australia Post quotation in the comments.

Yes. We are located in the Byron Shire, Northern NSW.

If you would like to pick up from our warehouse, you must select this option when checking out to avoid shipping costs. Please advise when you would like to pick up the order in the comments section at the end of the checkout.

Our address is:
1/11 Lucky Lane, Billinudgel, NSW 2483

If you require a manual quotation on shipping costs or are unsure of the charges produced on the website, select ‘quotation’ at the checkout. No payment is taken when you select this option. We will contact you with the shipping quotation.

Yes, you can organise your own courier but you will need to consult us first. To do this, you must select the ‘quotation’ shipping option and specify your request in the comments section at the end of the checkout. No payment will be taken at the checkout if this shipping method is chosen. We will then contact you with the relevant information.

*Please note that we charge an administration and handling fee.

All freight/shipping costs are automatically calculated from the total weight and volume of the items in your shopping cart, as well as the postcode of your delivery address. Therefore the costs will vary depending on your order. You can see the final shipping costs at the end of the checkout.

StarTrack: Approximate delivery times: Sydney/Brisbane/Gold Coast 1-2 days (95% of orders ship overnight), Melbourne/ACT/QLD/NSW and rural areas 2-3 days, SA/VIC and rural areas 3+ days, NT/WA 7 days. Some outer suburbs can take longer. Green Pack does not guarantee delivery dates.

Australia Post: Australia Post Parcel is between 3-6 days to most areas.

If you would like a specific ETA, please call or email our office.

Anytime between 9am – 5pm Monday to Friday. We cannot provide an exact time of delivery.

StarTrack: a tracking number will be automatically sent to the email provided once the goods have been dispatched from our warehouse.

Please check your junk mail folder.

Australia Post: you may receive a tracking number from us via email. However, this service is not automated, and the information provided by AusPost is not very detailed.

If you do not receive a tracking number, please email or call our office.

Unfortunately we do not currently offer shipping outside of Australia.

From time to time the website experiences technical issues that cause the StarTrack or Australia Post options to not appear or function properly.

We recommend deleting your internet browser history/cache.

If deleting your internet browswer history doesn’t solve the issue, please select the ‘quotation’ delivery option. We will contact you with shipping costs to comeplete the order. No payment is taken if you choose the ‘quotation’ option.

• PayPal: PayPal is an easy and secure payment method thanks to their advanced data encryption and anti-fraud technology. You will require a PayPal account before using this service. When checking out your order you will be prompted to log in to finalise the payment.
•  Credit Card: We only accept Visa and MasterCard. These opnline credit card payments are also processed through PayPal’s secure server. You are not required to log in or be registered with PayPal to use this service. There are no fees for credit card payments.
•  Direct Deposit or over the phone payment: These options allow you to pay after you confirm your purchase, by direct depositing into our bank account or calling to pay by credit card over the phone. An invoice will be generated and emailed with the payment information. We only accept Visa and Mastercard.
• We require payment before goods are shipped.

Firstly, we suggest checking all the shipped boxes as we will often mix items in the same box. Secondly, orders of more than one box are sometimes delivered in separate deliveries. Please check with StarTrack using your tracking consignment via www.startrack.com.au. Your consignment will mention a ‘Partial Delivery’ if only part of the consignment has been delivered and the rest is still on its way. You can call StarTrack on 13 23 45 for assistance.

In the event that there are any missing or incorrect items in your order, you can call or email our office, and our friendly staff will organise a solution.

Our returns policy as well as the rest of our terms and conditions can be read here.

There are some products which cannot be returned in the case of a ‘change of mind’. The reason is because these products do not come individually packaged, meaning under health and safety regulations they cannot be resold. All items which are affted by this returns policy will be labelled in their product description.