Frequently Asked Questions
General
What are your opening hours?
Monday to Friday 8:30 am to 4:30 pm AEST
Where are you located?
We are located in Victoria, Australia. Our Head office is at 740 Cranbourne-Frankston Road, Cranbourne South VIC 3977 Australia
Do you have a physical retail shop?
No we are an online shop, however we do offer a local pick up options from our head office in Cranbourne South, VIC.
Product
Can I walk in to purchase product?
Yes, we do take walk in customers at our Cranbourne South Head Office. We do recommend checking out if the product you are after is in stock by either checking our online store or alternatively giving us a ring on 1300 375 078.
Can I place a backorder if stock is not available?
Yes! Upon placing the order our friendly customer service team will be in touch to let you know the ETA.
Payment and Account
What payment options do you offer?
Credit/debit card (Visa & Mastercard), Paypal, Shop Pay, G Pay, Union Pay, After Pay. For approved customers only we also offer on account and bank transfer.
Do you have a refund policy?
Merchandise will only be accepted for return if it is in original unopened condition and have contacted Greenmate within 7 days of original purchase.
Custom made or specially ordered products such as dry prescription blend fertilisers will not be accepted for return unless faulty. Credit or refund can be issued for goods accepted for return less freight costs. Refunds are processed within 24 hours of approved refund request.
All claims for damaged goods must be notified in writing within 7 days of receipt. Freight charges will be waved for goods that were damaged at fault of Greenmate or the relevant suppliers.
To initiate a return and/or refund please contact our friendly customer service team on 1300 375 078 or info@greenmate.com.au
Can I apply for a credit account?
Yes, please contact us for more information
Delivery and Shipping
Where can you deliver to?
We deliver Australia wide. For international orders please contact us
What are the expected delivery times?
Provided stock is available we normally dispatch within 1-3 days of your order being placed. Delivery times are subject to the freight companies that your order is being sent with. We always include tracking information with your order.
My order hasn't arrived yet, what should I do?
Please track your order with the tracking information provided when you placed your order. If the order is past the expected delivery date please contact us or give us a call on 1300 375 078 and we will follow up on your order for you with the respective freight company.
Freight is too expensive what can I do?
We understand that freight is quite expensive at times. Currently freight is really unpredictable and we want to help our customers where we are able to. Please contact us or give us a call on 1300 375 078 so we can do our best to help.
Can I come pick up my order?
We offer pick up at our Cranbourne-South Head Office in Victoria Australia only.
My order was cancelled
In rare circumstances we may be unable to supply your order. If this is the case we will get in contact with you, issue you a full refund and provide an explanation.
Have more questions?
If we still haven't answered your question, you can contact us below and we will get back to you as soon as possible.
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Customer support
1300 375 078
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Send a message
Head to our contact us page or send us an email info@greenmate.com.au