Delivery & Pickup Terms & Conditions

Last updated: 2 November 2026

These Delivery & Pickup Terms & Conditions apply when you select delivery or pickup for an order from Feature Trees Ballarat.

These terms operate alongside our general Terms & Conditions. By selecting delivery or pickup and completing your order, you agree to the applicable conditions below.

1. Delivery Availability

Feature Trees Ballarat provides delivery to selected areas within Victoria.

Depending on your location, available services may include:

• local Ballarat-area delivery;

• scheduled Melbourne delivery;

• regional Victorian delivery; and

• other scheduled delivery runs offered from time to time.

Delivery availability is determined by the delivery address, our current delivery areas, scheduled delivery runs, vehicle capacity and other operational requirements.

Not every address can necessarily be serviced.

Feature Trees Ballarat does not offer interstate delivery unless specifically agreed otherwise.

2. Delivery Pricing

The delivery charge applicable to your order will be displayed or advised before the delivery is confirmed.

Delivery pricing may be based on factors including:

• delivery location;

• distance;

• delivery zone;

• scheduled delivery run;

• order size;

• vehicle requirements; and

• any special delivery requirements.

Delivery pricing and delivery areas may change from time to time.

Any later change to our general delivery pricing will not change the delivery fee already agreed for an existing order unless you request a change that affects the delivery requirements, such as changing the delivery address.

3. Scheduled Delivery Runs

Melbourne and regional deliveries may be completed as part of a scheduled multi-stop delivery run.

When selecting a scheduled delivery run, you are reserving delivery on that run rather than an exact arrival time unless we specifically state otherwise.

Delivery routes and stop order may be determined or changed by Feature Trees Ballarat to provide an efficient delivery service.

An estimated arrival time or delivery window may be provided closer to delivery where available, but this should not be treated as a guaranteed arrival time.

4. Delivery Dates and Arrival Times

We will make reasonable efforts to deliver on the selected or agreed delivery date.

Arrival times can be affected by:

• traffic;

• roadworks or road closures;

• delays at earlier delivery stops;

• weather;

• vehicle issues;

• changes to the delivery route;

• emergency situations; and

• other circumstances outside our reasonable control.

Where a significant delay or change occurs, we will make reasonable efforts to notify you.

5. Delivery Vehicle and Property Access

Our deliveries may be completed using a large vehicle and trailer.

By requesting delivery, you confirm that there is suitable, safe and lawful access for the vehicle and trailer required to deliver your order.

You must tell us before delivery about any access issue that could reasonably affect our ability to reach or unload at the property.

This may include:

• narrow streets;

• narrow or restricted driveways;

• narrow gates;

• locked gates;

• restricted parking;

• clearways or no-stopping areas;

• apartment or townhouse access;

• low branches;

• low wires or structures;

• height or weight restrictions;

• steep driveways;

• soft, boggy or unstable ground;

• limited turning or manoeuvring space;

• private-road restrictions; or

• any other unusual access condition.

Providing delivery instructions does not guarantee that our vehicle or trailer will be able to enter the property.

The driver will make the final decision about whether it is safe and reasonable to access a driveway, property or unloading location.

We will not enter an area where the driver reasonably believes doing so could:

• be unsafe;

• breach road or parking laws;

• damage our vehicle or trailer;

• damage the property;

• damage other vehicles or property; or

• create an unreasonable risk to people, plants or equipment.

6. Parking and Safe Unloading

You are responsible for ensuring that there is a suitable and lawful location for our vehicle and trailer to stop and unload.

This is particularly important for:

• metropolitan addresses;

• busy roads;

• apartment buildings;

• townhouses;

• properties without off-street parking;

• narrow streets; and

• properties subject to parking, clearway, loading or stopping restrictions.

Our driver will not park illegally or stop somewhere they reasonably consider unsafe.

If you are aware that suitable parking or unloading may be difficult, you must provide this information before delivery.

7. Standard Delivery Point

Unless specifically agreed otherwise, our standard delivery service is to a suitable location at or immediately adjacent to the property's:

• kerb;

• driveway entrance;

• front gate; or

• another safe and accessible unloading point.

Standard delivery does not automatically include:

• carrying plants through a house;

• carrying plants through buildings;

• carrying plants through narrow side access;

• taking plants upstairs or in lifts;

• carrying plants into a backyard;

• carrying plants a substantial distance from the delivery vehicle;

• positioning plants in their final landscaping or planting location;

• planting;

• landscaping work; or

• moving vehicles, furniture or other objects to create access.

Where it is safe and practical, the driver may agree to place plants in another convenient location, but this is at the driver's discretion and is not included as a guaranteed part of the standard delivery service.

You are responsible for arranging any assistance required to move your plants from the delivery point.

8. Gates and Restricted Property Access

Any gate or access point required for delivery must be accessible at the time of delivery.

Where relevant, gates should be:

• unlocked;

• wide enough for the required access;

• clear of obstructions; and

• safe to approach and use.

If access through a gate is not available, delivery may be completed at the gate or another suitable location where this can be done safely and lawfully.

A locked, blocked, inaccessible or unsuitable gate does not require our driver to wait indefinitely or attempt unsafe access to the property.

9. When Delivery Cannot Be Completed at the Nominated Address

If we arrive at the nominated delivery address but cannot safely or lawfully complete the delivery due to parking or property-access conditions, we will make reasonable efforts to contact you.

This may occur where:

• there is no safe or lawful parking or unloading location;

• the road is unsuitable for our vehicle or trailer;

• parking or stopping restrictions prevent unloading;

• vehicle or trailer access is restricted;

• a gate is locked, blocked, inaccessible or too narrow;

• there is insufficient clearance;

• there is insufficient turning or manoeuvring space;

• access conditions differ materially from the information provided to us; or

• another property-access issue prevents safe delivery.

Where practical, we may arrange with you to deliver the order to an alternative safe and lawful location or address.

This could include a nearby suitable location or another address that can reasonably be accommodated.

10. Alternative Address or Location During the Same Delivery Run

If delivery cannot be completed at the original address because of parking or property-access conditions, we may be able to deliver to an alternative address or location during the same scheduled delivery run.

This is subject to:

• the alternative location being within a reasonable distance;

• safe and lawful access being available;

• the change fitting within the existing delivery route;

• vehicle and trailer access being suitable; and

• the change not unreasonably affecting other scheduled deliveries.

An additional delivery fee may apply where travelling to the alternative location results in additional distance, travel time or other reasonable delivery costs.

Where reasonably practicable, we will advise you of any additional fee before travelling to the alternative location.

Acceptance of an alternative delivery location is at Feature Trees Ballarat's discretion based on the circumstances of the delivery run.

11. Redelivery

If delivery cannot be completed at the nominated address and an alternative location cannot reasonably be accommodated during the same delivery run, the order may need to be returned to Feature Trees Ballarat and another delivery arranged.

A reasonable redelivery charge may apply where another delivery is required because of circumstances within your reasonable control, including:

• incorrect delivery information;

• undisclosed parking restrictions;

• undisclosed access restrictions;

• an inaccessible or locked gate;

• unsuitable vehicle access;

• nobody being available where attendance was specifically required; or

• another customer-related access issue preventing delivery.

The redelivery charge may take into account the additional distance, travel time and other reasonable costs of completing another delivery.

We will advise you of the applicable redelivery charge before arranging another delivery.

No additional delivery or redelivery fee will apply where the failed delivery was caused by Feature Trees Ballarat.

Nothing in this section limits any rights you may have under the Australian Consumer Law.

12. Changing Your Delivery Address

Please contact us as early as possible if your delivery address needs to change.

A change of delivery address may affect:

• delivery availability;

• the applicable delivery run;

• delivery distance;

• delivery routing; and

• the delivery fee.

A new address is not automatically accepted simply because the original address was eligible for delivery.

If a delivery address is changed after a run has been scheduled, planned or commenced, we may not be able to accommodate the new address on the same delivery date.

Any additional fee resulting from a customer-requested address change will be advised where reasonably practicable before the change is completed.

13. Delivery Instructions

Please provide relevant delivery instructions before the scheduled delivery date.

Useful information may include:

• gate location;

• access instructions;

• parking restrictions;

• difficult driveways;

• where you would like the plants left;

• whether somebody will be present; and

• other information that may reasonably affect delivery.

We will make reasonable efforts to follow your instructions.

However, delivery instructions do not require our driver to:

• park illegally;

• stop somewhere unsafe;

• enter an unsuitable property;

• risk damage to the vehicle or trailer;

• undertake work outside the delivery service; or

• place people, property, plants or equipment at unreasonable risk.

14. Unattended Delivery

Where unattended delivery is available, you may authorise us to leave your order without somebody being present.

You should provide a suitable and clearly identifiable place for the order to be left.

The requested location must be reasonably:

• accessible;

• safe;

• suitable for the plants; and

• practical for unloading.

If your nominated location cannot safely or reasonably be accessed, the driver may leave the order at another suitable location at the property where appropriate or contact you for instructions.

Once an order has been correctly delivered to an unattended location authorised by you, Feature Trees Ballarat is not responsible for subsequent loss or deterioration caused by circumstances outside our reasonable control, including theft, animals, weather or the plants remaining unattended for an extended period.

This does not affect your rights if the order was damaged before or during delivery, incorrectly delivered, or otherwise fails to meet a consumer guarantee.

15. Large or Heavy Plants

Some trees, pots and other products may be large, awkward or heavy.

Standard delivery does not include moving these products through the property or to their final planting position unless this has specifically been agreed with us.

You are responsible for arranging any additional people or equipment required to move products after they have been unloaded at the agreed delivery point.

16. Weather and Unsafe Conditions

Because we transport living plants and operate outdoors, delivery may occasionally need to be delayed, rescheduled or altered due to unsafe conditions.

Examples may include:

• severe storms;

• extreme heat;

• strong winds;

• flooding;

• high fire danger;

• unsafe road conditions; or

• another condition that creates an unreasonable risk to people, vehicles, equipment or plants.

Where reasonably practicable, we will contact affected customers and arrange an alternative delivery date or other suitable arrangement.

17. Vehicle Breakdown and Other Unexpected Delays

Vehicle breakdowns, accidents, road closures and other unexpected events may occasionally prevent us from completing a scheduled delivery run.

If this occurs, we will make reasonable efforts to notify affected customers and arrange completion of the delivery as soon as reasonably practicable.

18. Checking Your Order

We encourage you to check your order when it is delivered where practical.

If you believe:

• the wrong item has been delivered;

• an item is missing;

• a plant or product has been damaged during delivery; or

• there is another issue with the delivered order,

please contact Feature Trees Ballarat as soon as reasonably possible.

Photographs may assist us in assessing damage or another issue with a live plant.

Requesting photographs does not limit your rights under the Australian Consumer Law.

19. Pickup by Appointment Only

Feature Trees Ballarat's nursery and growing locations are not open for general walk-in retail trade.

All pickups must be arranged in advance.

Where online pickup booking is available, you must select an available pickup date or time through the booking system.

Available pickup days, times and notice requirements may change and will be displayed when booking.

Please do not attend outside your arranged pickup time unless a change has been agreed with Feature Trees Ballarat.

20. Identifying Your Pickup Order

When arriving for pickup, please provide the name used on the order so we can identify your purchase.

An order number is not required unless we specifically ask for it.

21. Changing or Missing a Pickup Appointment

If you cannot attend your arranged pickup time, please contact us as soon as reasonably possible.

We can arrange another available pickup time where required.

Repeated missed appointments or significant delays in collecting live plants may require us to contact you to make alternative arrangements.

Please do not attend at a different time without arranging the change first, as staff may not be available and the pickup location is not operated as a walk-in retail nursery.

22. Loading at Pickup

We will provide reasonable assistance with loading where practical.

You are responsible for ensuring that:

• your vehicle or trailer is suitable for the products being collected;

• the load can be transported safely;

• sufficient space is available; and

• the load is appropriately secured before leaving.

We may decline to load an item in a way that we reasonably consider unsafe or likely to damage the plant, vehicle or other property.

You remain responsible for complying with applicable road and load-restraint requirements once your vehicle leaves the pickup location.

23. Damage After Delivery or Collection

Plants are living products and can be affected by handling, transportation, watering, heat, frost, wind and other environmental conditions.

Once the order has been correctly delivered or collected, you are responsible for its reasonable care.

This does not affect your rights where a product was damaged before or during delivery, was supplied incorrectly, was not of acceptable quality when supplied, or otherwise failed to meet a consumer guarantee.

24. Australian Consumer Law

These Delivery & Pickup Terms & Conditions do not exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.

Where goods or services fail to meet an applicable consumer guarantee, the remedies available will depend on the nature and seriousness of the problem.

Feature Trees Ballarat will not rely on these Delivery & Pickup Terms & Conditions to remove rights that customers are legally entitled to exercise.

25. Contact

If you need to advise us about:

• parking;

• access;

• a gate;

• delivery instructions;

• an address change;

• a pickup change;

• a delivery problem; or

• another issue affecting your delivery or pickup,

please contact us as soon as possible.

Feature Trees Ballarat
Email: sales@featuretreesballarat.com.au

By selecting delivery or pickup and completing your order, you acknowledge that you have read and agree to these Delivery & Pickup Terms & Conditions in addition to Feature Trees Ballarat's general Terms & Conditions.