Up On the Rootop's Frequently Asked Questions

Waterpot Olla FAQ Answers

Root Pouch FAQ Answers

Waterpot Spike FAQ Answers

Shipping & Fulfilment FAQs

Q: How much is delivery?

Despite numerous freight increases charged by our freight partners, we have endeavoured to maintain a flat-rate shipping fee and absorb the cost of these increases to support 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 can email info@upontherooftop.com.au and it may be possible to place a special order with us.

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 accommodate your request if your order has not entered the picking 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 2 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 exceptionally efficient, and most orders are dispatched the 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, please ensure our email address info@upontherooftop.com.au is in your safe folder.