Frequently Asked Questions (FAQs)
1. How long will my order take to arrive?
We offer a variety of shipping options to cater to your delivery needs. The available methods at checkout are USPS and UPS:
- USPS Shipping Options:
- Priority: 2-4 business days, depending on your location.
- Priority Express: 1-3 business days, depending on your location.
- UPS Shipping Options:
- Ground: 4-8 business days, depending on your location.
- 3-Day Select: 3 business days.
- 2nd Day Air: 2 business days.
- Next Day Air Saver: 1 business day.
- Next Day Air: 1 business day.
- Next Day Air Early AM: 1 business day.
Note: Delivery timeframes do not include weekends or peak periods such as holidays. During these times, orders may be delayed by up to 48 hours. Please expect possible delays due to increased demand on postal services during public holidays.
2. How much is postage?
Shipping costs are calculated at checkout based on your delivery address and chosen shipping method. We offer free shipping on all orders over $50.
3. How can I get free shipping?
To qualify for free shipping, your order must total $50 USD or more before taxes and after any promotions or discounts have been applied. Free shipping is valid only for orders using standard ground shipping with a U.S. billing and shipping address. Free shipping is not applicable to past purchases and cannot be redeemed for cash.
4. Can I have my order Express Posted?
Yes, we offer a Priority Express option through USPS at checkout. However, selecting this option does not guarantee next-day delivery.
5. Can I use multiple promotions or discounts on my order?
Only one promotion, discount code, or loyalty reward can be applied per order.
6. How can I track my order?
Once your order has been dispatched, you will receive a confirmation email with a tracking number. Simply enter this number on the carrier’s website to track your order status in real-time.
7. Do you ship internationally?
Currently, we only ship within the United States. We do not offer international shipping due to additional customs fees and taxes. However, we have other websites that ship to Australia, New Zealand, Asia, the United Kingdom, Europe, and Vietnam.
8. What happens if I entered the wrong delivery information?
Once your order has been processed, we are unable to modify any shipping details. Please double-check all delivery information before placing your order. If you are located in an office building, be sure to include your company name to avoid delivery issues.
9. What happens if my package goes missing?
If your package has been marked as ‘stuck in transit’ for an extended period, please contact us so we can initiate a ‘missing package investigation’ with the courier. If the delay is due to an incorrect or incomplete address, the package will be returned to us. To resend it to the correct address, a $7.95 postage fee will apply.
10. What if you are unable to send an item I have ordered?
In rare cases, if an item is unavailable, we will dispatch the remaining items in your order and issue a refund for the out-of-stock product. You will be notified via email with details on when the product will be back in stock.
11. What is your return policy?
We want you to be completely satisfied with your purchase. If you are not happy for any reason, you can return items within 30 days from the purchase date. Refunds will be processed in the same form as the original payment method. Please allow up to 14 days for the refund to be completed.
For returns, please email us at info@evergreenau.com.au.
Note: Only purchases made on our website can be returned. For items purchased through other retailers, please refer to the retailer’s return policy.
12. How do I know if my order has been successful?
You will receive an order confirmation email once your order has been placed and paid for. If for any reason your payment did not go through, we will notify you via email and provide further instructions for completing the transaction.
13. I received an incorrect item or something is missing from my order. What should I do?
If there is an issue with your order (incomplete or incorrect), please email us at info@evergreenau.com.au with the following information:
- Your order number
- The item you ordered
- The incorrect or missing item details
Our team will assist you in resolving the issue as quickly as possible.