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  • Australia Wide Delivery

    At the best rates possible

Frequently Asked Questions

How do I place an order?

Placing an order online is easy!

  • Put items into your cart by clicking ‘Add to Cart’
  • Proceed to the cart by clicking the shopping cart icon at the top right of your screen
  • Click ‘Continue to the Checkout’
  • Fill out your details, select your preferred delivery and payment methods, and place your order as prompted
  • You’ll recieve a confirmation email upon completion.

Be sure to check your spam/junk folders if you can’t see it in your inbox.

Do I need to create an account?

You can checkout as a guest at any time, however there are many great benefits to having an account, such as:

  • Faster checkout – Your billing and shipping info is automatically loaded the next time you checkout
  • Manage your saved billing and shipping addresses – Fast & easy
  • Keep track of current & past orders – See the status of your orders
  • View your previously ordered items – Create a custom shopping list with the flexibility of adding nicknames to products
  • View & manage stock notifications
  • Manage & Change your account password
Is there a minimum order quantity?

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 the minimum order quantity is 1. Shipping is based on the weight, volume and postcode you are shipping to.

Can I get a sample?

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 ‘Contact Us‘ form and we will respond with the sample procedure.

Can I get a custom print?

Yes. 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 via the ‘Contact Us‘ page with the product, quantity, lead time and location of delivery for us to follow up on and respond promptly.

Why didn't I receive any emails regarding my order, Tax Invoice or tracking details?

The most common reason for not receiving correspondence from us are:

  • Your email was delivered to your spam or junk mail inbox
  • You have entered your email address incorrectly

Don’t hesitate to contact us if you believe you may have incorrectly entered your email address or haven’t received any correspondence.

Why did my order come packaged in a different box to the product I ordered?

At Green Pack, 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.

What are Compostable Products?

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.

How quickly will my order be dispatched?

If your order is placed and paid for before midday, we will do our best to dispatch it that afternoon. Otherwise, it will go on the next day’s dispatch.

*Disclaimer* Though we do our best to dispatch every order as fast as possible, there are certain factors that are out of our control that may affect delivery times. Due to the pandemic, there has been more stress on the transport network, which may affect delivery times.

What types of delivery methods does Green Pack offer?
  • StarTrack
  • Australia Post
  • Local Click & Collect from our warehouse in Billinudgel NSW
  • Local delivery in Byron Shire and Gold Coast. Conditions apply.
Does StarTrack deliver to PO Boxes?

No. StarTrack does not ship to PO boxes. A street address needs to be provided. However, Australia Post will ship to PO boxes.

What is the best shipping method for shipping to PO Boxes?

Australia Post delivers to PO Boxes.

Should I use my business entity name or trading name on the shipping address?

To avoid potential delivery delays, please specify the actual premises signage of the shipping address if you are sending to a business address. The delivery driver will be looking for the name printed on the label.

Why was my parcel not left when I selected to leave the goods unattended?

The StarTrack driver will only leave the parcel if it is safe to do so. This is entirely at the discretion of the StarTrack driver. If the driver does not feel the specified spot is safe at the time of delivery, the parcels will be returned to the depot. A second and subsequent delivery fee will be charged. We apologize for any inconvenience.

Will StarTrack call on approach of delivery?

No. 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 can provide ‘Authority to Leave’ the goods if the delivery address is unattended. Be sure to leave detailed delivery instructions to best assist the driver.

What instructions should I give for agreeing to leave goods unattended?

When you’re giving the authority to leave the goods unattended, you need to provide clear and detailed instructions.

For example: “It’s the second house in the complex, leave at the front door out of sight, front gate has a latch”.

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.

What is the Fixed Price for Premium Air Freight?

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 call or email an enquiry via the ‘Contact Us‘ page.

Is there further information on StarTrack?

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

What is the pricing for Australia Post?

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.

What is the best shipping method for remote and regional areas?

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

I need to use Australia Post but have more than one carton?

You will need call or email an enquiry via the ‘Contact Us‘ page.

Can I pick up my order from your warehouse?

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

Simply select ‘Click & Collect’ as the delivery method. Please advise when you would like to pick up the order in the comments section at the end of the checkout. Please allow at least one hour for us to prepare your order.

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

Opening hours: 10am to 4pm, Mon toFri

Can I get a manual shipping quotation on my order?

You will need call or email an enquiry via the ‘Contact Us‘ page.

Can I organise my own courier or an alternative shipping method to what is offered on the website?

Yes, you can organise your own courier but you will need to consult us first. You will need call or email an enquiry via the ‘Contact Us‘ page.

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

What will the freight/shipping cost on my order be?

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 use the ‘Shipping Estimator’ found on the cart page to get an estimate, however the final shipping costs are displayed at the checkout.

How long will my delivery take?

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, you will need call or email an enquiry via the ‘Contact Us‘ page.

What time will my delivery arrive?

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

How can I track my order?

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.

Do you ship overseas?


How do I proceed if the website is not showing the freight calculators or is experiencing technical issues?

We recommend deleting your internet browser history/cache.

Which payment options does Green Pack offer?
  • 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.
  •  Bank Transfer or Pay over the Phone: 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. Please note that your order will not be dispatched until we have recieved full payment.
What do I do if I did not receive my entire order?

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 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, do not hesitate to call or email our office, and our friendly staff will organise a solution.

What is your returns policy?

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

Why can some products not be returned?

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 affected by this returns policy will be labelled in their product description.

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