Up On the Rootop's Frequently Asked Questions
Waterpot Olla FAQ Answers
Root Pouch FAQ Answers
Waterpot Spike FAQ Answers
Shipping & Fulfillment FAQs
Q: How much is delivery?
Despite numerous freight increases charged by our freight partners we have tried to maintained a flat rate shiping fee and borne the cost of these increases to assist our Customers. Please check the website for the prevailing free shipping threshold.
Q: I don't live in Australia, can I still purchase your products?
Apologies, currently we only ship to Australia and New Zealand. International customers should check the rootpouch.com site for resellers elsewhere
Q: Do you accept returns?
Please refer to our Returns Policy
Q: How do I make changes to an order I've already placed?
Send us an email to info@upontherooftop.com.au, and changes may be possible if your order has not proceeded to fulfilment. Please refrain from placing two orders, as we may not be able to fulfil two consecutive orders due to order processing delays. This could result in receiving two shipments and incurring two shipping fees. Please send us the email as soon as possible. We will try our best to accomodate your request if your order has not entered the pickng queue.
Q: When do you process orders?
Refer to our Shipping Information
Q: How long will my order take to arrive?
We fulfil orders as quickly as possible and usually within 3-4 business days. Standard shipping times may be affected by various factors outside of our control, including high volumes through postal services or extreme weather events. That being said, our Warehouse Team is super efficient and most orders are dispatched same-day! We cannot accept responsibility for delays after the parcel leaves our warehouse. The confirmation email we send you allows you to track the progress of your parcel through the freight partner systems. Please allow enough time (and more) for your order to arrive if there is a need to receive your parcel quickly and ensure our email address info@upontherooftop is in your safe folder.
Why we generally don't have sales
Click Frenzy! Single’s Day! Black Friday! Cyber Monday etc! Why will you not receive an enticing email at during those times?
You know that familiar cycle of annual sales - it’s the exhausting time of year where your inbox fills with sale offers, social advertisements offering discounts, and SALE is the most popular 4-letter word. Despite the retail pressure, as a brand, we are committed to rarely going on sale, and we’d like to take a moment to explain why.
Integral to our business are the values of authenticity and sincerity. Authenticity to us means being transparent in what we communicate and always looking for opportunities to improve. We always strive to do what feels right as a brand and align with our values. Kindness means treating everyone with understanding and respect, from our suppliers to our customers and everyone in between.
With these ideals in mind, we first want to ensure that we can offer all of our customers the lowest possible price all year round. To do so, we design, produce, and price our products to their true value and we do not price our products to go on sale. Besides guaranteeing fairness for all our customers, it also helps us ensure that we are paying our suppliers fair and living wages.
We think that there is nothing more frustrating (in retail) than when you buy something and then see it on sale 2 weeks later! We don’t want our community to feel buyer's remorse, so we try to keep it consistent for everyone, year-round.
Additionally, the past few years have been very challenging for small businesses, and you will have read that many businesses, both brick and mortar and online, have closed their doors due to staffing issues and spiralling costs that are beyond a small business's ability to recoup and make a profit to make it worthwhile. Price increases are the only way for many to survive the escalating operating costs. We, too, have had to dig deep to try to make ends meet, yet not compromise the quality of our products or service. To partake in endless "SALES" cycles means we simply don't have fat in the system to weather the increases elsewhere in the accounts.
Our sales are typically used to clear slow-moving lines, promote a specific aspect of gardening, celebrate an event, or to make space in the warehouse.
We have created or insist that all our products are high-quality items that will work as expected, season after season, year after year, and we stand behind every item sent out. We check every order as thoroughly as a busy fulfilment process can allow, and if there is a problem, we invite customers to let us know..."don't be sad or mad".
Please consider how you dispose of the packaging - worms will love eating it, and your compost bin will enjoy the cardboard and paper carbon. It all goes back into the soil and growing great food and plants!