Frequently Asked Questions

Shipping & Postage

What are your shipping rates?
Shipping is calculated at checkout based on the total weight of your order:

Zone 1 — VIC, NSW, QLD, SA, ACT (Standard Rates)

  • Standard Shipping (0–1kg): $15.95
  • Standard Shipping (1–3kg): $19.95
  • Standard Shipping (3–5kg): $24.95
  • Standard Shipping (5–10kg): $39.95
  • Express Shipping (0–5kg): $29.95
  • Bulky Freight (10–25kg): $79.95*
  • Heavy Freight (25kg+): Freight Quote — we will contact you within 24 hours

Zone 2 — WA, NT & TAS (Remote Area Rates)

  • Standard Shipping (0–1kg): $24.95
  • Standard Shipping (1–3kg): $35.95
  • Standard Shipping (3–5kg): $44.95
  • Standard Shipping (5–10kg): $69.95
  • Freight Quote (10kg+): We will contact you within 24 hours with the most competitive rate available

What about heavy or bulky orders?
Heavy and bulky orders are shipped via specialised freight carriers (Direct Freight and TNT Express). For orders over 10kg in Zone 2, and all orders over 25kg, we will contact you within 24 hours with the most competitive freight rate available. You will always have the option to accept the revised rate or receive a full refund.

*Our flat rate shipping tiers are reviewed regularly. In exceptional circumstances where carrier adjustments result in a significant difference between the checkout rate and our actual freight cost, we reserve the right to contact you with a revised invoice before dispatch. We will never dispatch with additional charges without your prior approval.

Can you deliver to a PO Box or Parcel Locker?
Only for items under 10kg sent via Australia Post. Direct Freight and TNT Express cannot deliver to PO Boxes or Parcel Lockers, so a physical street address is required for heavy or bulky orders.

How long will my order take to arrive?
Orders are dispatched within 1–2 business days. Estimated transit times after dispatch:

  • Zone 1 — VIC, NSW, QLD, SA, ACT: 2–5 business days
  • Zone 2 — WA, NT, TAS & regional areas: 5–12 business days
  • Large freight items may take longer.

Will I receive tracking information?
Yes. A tracking number and link will be emailed to you within 24 hours of dispatch.

Do you use discreet packaging?
Yes. All orders are shipped in plain packaging with no external markings identifying the contents.

Returns & Refunds

Do you accept change of mind returns?
No. We do not offer refunds, exchanges, or store credits for change of mind, incorrect selection, or finding the product cheaper elsewhere. Orders are final once confirmed.

What are my rights under Australian Consumer Law?
Your rights under the Australian Consumer Law (ACL) always apply. This includes the right to a replacement or refund for major failures, compensation for reasonably foreseeable loss or damage, and repair or replacement for minor failures.

What should I do if my order arrives damaged or faulty?
Please inspect your order within 24 hours of delivery. If there is an issue, contact us at hello@apexgrow.com.au within 24 hours with your order number and clear photos. Approved refunds are processed within 5–10 business days of approval. Please review our Refund Policy for further details.

Who pays for return shipping?
Unless the item is confirmed to be faulty, damaged upon supply, or otherwise covered by the Australian Consumer Law, customers are responsible for arranging and paying all return shipping costs. If the item is confirmed to have a major or minor failure under the ACL, we will reimburse you for reasonable return shipping costs. Please keep all postage receipts. Please refer to Refund Policy for further details.

Are there items that cannot be returned?
The following items cannot be returned unless confirmed faulty or damaged upon supply:

  • Opened nutrient solutions, additives, or liquid products
  • Grow media that has been opened or used
  • Items assembled, installed, or modified after delivery
  • Electrical components that have been wired, rewired, or modified
  • Products damaged through misuse, neglect, or failure to follow manufacturer instructions

Privacy

What personal information do you collect?
We collect contact details, payment information (processed securely via third-party providers — not stored by us), transaction history, device and usage information, and any communications you send us. Please refer to Privacy Policy for further details.

How is my information used?
Your information is used to fulfil orders, arrange shipping, process returns, send marketing communications (with opt-out), prevent fraud, and meet our legal obligations.

Is my information shared or sold?
Your information is never sold. It is shared only with service providers necessary to operate our store (such as Shopify, payment processors, and freight carriers like Australia Post, Direct Freight, and TNT Express).

How do I access, correct, or delete my data?
You can request access to, correction of, or deletion of your personal information by contacting us at hello@apexgrow.com.au. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.

For our full policies, see our Terms of Service, Shipping Policy, Returns & Refunds Policy, and Privacy Policy.

For any further questions please contact our team at hello@apexgrow.com.au for further assistance.