Delivery Policy

Our flower delivery service is committed to providing efficient and reliable delivery of fresh and beautiful flowers to our valued customers. This policy outlines the guidelines and procedures that govern our flower delivery service to ensure customer satisfaction and a seamless experience. Please take the time to read these conditions when ordering with us to feel confident and familiar with the delivery process.

DELIVERY PROCESS

Urban Jungle Canberra uses multiple reputable courier companies to deliver physical goods. Deliveries are processed promptly upon receiving full payment. Delivery times may vary depending on the delivery company chosen. If you require a specific delivery time, please contact us at least 24 hours beforehand and we will do our best to facilitate .

Contactless delivery will be undertaken by default. If your recipient is not home, the package will be securely left by the front door for collection at the residence. All bouquet and floral creations are wrapped within a water substance to stay fresh throughout the day in the case that no one is home. At the end of the day, you will receive a fulfilment notification confirming that your bouquet was successfully delivered earlier that day. 

Urban Jungle Canberra delivers to every suburb throughout Canberra, and can also deliver to Queanbeyan and Jerrabomberra for $18.00. Local delivery to Turner and O’Connor is $10.00.

On Saturday delivery is $25. Local delivery on Saturday remains $10. 

We offer free delivery on orders over $150 in Canberra - this does not apply if your location is rural or in NSW Canberra region. 

We can also deliver to far rural locations for an excess charge. Please note, these cannot be sent with our general courier - excessively far rural delivery must be done via Uber or our outside of town courier. Hence, the excess charge is case by case. Here is a rough guide estimate of how much it may be:

• Googong for $35
• Jerrabomberra $40

We do not deliver to the following areas: Bungendore, Yass, Uriarra Village, Tharwa, Sutton, Wamboin, Carwoola, Burra, Greenleigh, Royalla. We do not deliver to other states and territories unless mentioned above. For locations such as Murrumbateman, please get in touch at least 2 days before your order and we will try to arrange a courier. If you are unsure, please contact us for confirmation before ordering. 

Immediately after ordering, you will receive a confirmation email. Please read this email and check the details provided. It is your responsibility to ensure that the delivery address and recipient’s details are all correct. If you need to change the delivery address of your order, please contact us as soon as possible via email hello@urbanjunglecanberra.com or phone on 6247 7947 during business hours. 

If you contact us to change your delivery information whilst your delivery is in transit with the courier we cannot guarantee the same day delivery. We will always do our best to accommodate your needs and coordinate with our courier to ensure prompt delivery.

It is the purchaser's responsibility to ensure all goods delivered to secure addresses (eg - apartments and units) will be received by the recipient. Alternatively, Urban Jungle Canberra will contact the recipient to arrange appropriate delivery time. All unsuccessful deliveries will result in the goods returned to Urban Jungle Canberra. The redelivery of goods will incur an additional delivery fee to the purchaser.

BUSINESSES

If your flowers are to be delivered to a business, practice, firm or retail space, it is essential you include the following information: 

• The Name of the Business (not just the location)
• Recipients best contact number during work hours
• Delivery instructions - whether the bouquet should be left at a reception, security desk or delivered to a specific office space. 
• Please confirm beforehand that your recipient will be working that day at the provided location
• Also confirm the business open times before ordering. If the business closes before 5:00pm, please specify this in the delivery instructions so we can ensure it is delivered while your recipient is there.  

Unless specified, orders will be left at the main reception or security for collection. For the most successful delivery, please provide the listed information at the checkout field or send us an email. If the recipient leaves work earlier on the day of the order or is absent, please contact us ASAP. Flowers can be left at the work place for their collection tomorrow or we can coordinate pick up or redelivery at the next available time. 

GOVERNMENT BUILDINGS AND DEPARTMENTS

If your flowers are to be delivered to a government building, department, both state and federal, it is essential you include the following information: 

• The recipient’s best contact details during work hours
• Name of the Government Department
• The Building name, number and level
• Delivery instructions - whether the bouquet should be left at a reception, security desk or delivered to a specific office space. 

Please note that some buildings do not allow deliveries to be left at the reception area, and they must be physically handed to the recipient. If this is the case, our delivery courier will give curtesy calls to attempt to contact the receiver and prepare for collection. If there is no answer, and the reception will not hold the bouquet, we cannot safely leave the flowers and this will result in a failed delivery. 

If you know that your recipient is unlikely to be available for delivery during the day, please provide an alternative contact - such as an EA, assistant, colleague - that will be able to receive the flowers on their behalf.

PARLIAMENT HOUSE

Deliveries to Parliament House require the same information provided as above in the Government section. However, please note that Parliament House has its own delivery procedures. If your bouquet is for a Minister, Senator, Representative, they will be unable to personally receive the bouquet from our courier. Please provide an alternative contact - such as an EA, assistant, colleague - that will be able to receive the flowers on their behalf. Include their name and best contact number.

HOSPITALS

Please be aware there are limits with the number of people entering Hospitals due to lasting protocols taken effect during the covid-19 pandemic. Please confirm that the person receiving the flowers has not been discharged prior to ordering. For Private Hospitals your bouquet will be left at the main reception for staff/nurses to pass on. Please provide as much information as possible with your order, including a contact number of someone close to the recipient and what ward they are in. 

AGED CARE FACILITIES

Any deliveries going to an Aged Care Facility will be left at the reception to distribute. It is standard practice for us to not enter the aged care facility and deliver directly to your recipient's door to protect their health and security. This also applies to independent living aged care facilities.

RETURNS AND REFUNDS
Urban Jungle Canberra handles returns and processes refunds in accordance with the Australian Consumer Protection legislation.

Products sold on this website are a perishable, natural item and flowers life span is dependent on species, resulting in some flower varieties living longer than others. Flowers are a product of nature; availability is dependent on season and markets. As a result, not all goods produced are as pictured www.urbanjunglecanberra.com, by accepting these terms and conditions you are acknowledging there may be discrepancies between images and produced goods.

Urban Jungle Canberra must be notified within three (3) days of purchase of all refunds or returns. Urban Jungle Canberra will not accept returns based on change of mind or design. In cases of flowers perishing within three (3) days of purchase and all care instructions have been followed or if Urban Jungle Canberra produced the incorrect goods, Urban Jungle Canberra will provide a replacement or gift certificate. The replacement will be spent within 14 days since the notification. The value of the gift certificate or replacement is at the discretion of Urban Jungle Canberra. Urban Jungle Canberra reserves the right to request images of original goods for our records. Replacement flowers will not be sent if the original goods have been disposed of or images have not been produced.