Customer Service
Thank you for choosing to shop with us. Here is some information about how we process your transaction.
How to Order
1. Through our Website
The easiest way to order is to work through our website, select the items you would like to purchase and add them to your shopping cart. You can track your purchases on the right hand side of the screen. When you are done proceed to the Checkout page, enter your contact, shipping and payment details and we will do the rest!
2. By email (sales@mainstreamgreen.com.au)
If you would like to order by email please include a list of:
- product name
- product size
- quantity
Enclose your full contact and shipping details and let us know how you would like to pay. Please do not include a credit card number on your email - this is not secure. You can phone us with your card number or we will call you when we process your order.
3. Over the Phone (03 5962 1227)
You are welcome to call us during open store hours to order over the phone. If we are not able to receive your call please leave a message and we will return it as soon as possible.
Store Hours: Mon & Tues 10-3pm, Wed closed, Thurs & Fri 10-5pm, Sat 10-2pm, Sun closed.
4. Visit our shop at 5 Church Street, Healesville
Located in the heart of the Yarra Valley, Healesville is a great day trip from Melbourne. There are lots of great experiences to enjoy from the numerous wineries, great cafes, Healesville Sanctuary and of course a visit to our shop!
Full directions, opening hours and a map are under Contact Us.
Payment
All of our prices are quoted in Australian Dollars with GST included.
Orders must be paid for prior to shipping.
On our website we accept direct deposit or payment through Paypal. Paypal is a Secure Payment Gateway managed independently to ensure all of your sensitive information is protected.
For over the phone or email orders we accept Mastercard, Visa, Bankcard, personal cheque or money orders. Cheques and money orders must be cleared before orders are shipped - this will incur a delay. Please make cheques and money orders payable to ‘Mainstream Green’
In our Healesville shop we are happy to accept Visa, Mastercard, Bankcard, cheque, eftpos, cash and even in some cases barter!
Postage & Handling
We will do our best to dispatch your order as soon as possible. Most orders are sent within 1-3 business days. If we are out of stock on an item we will contact you.
All parcels are sent via Australia Post Registered Parcel Post or Express Post. This allows us to monitor the parcel from the time we post it to when you receive it. You may need to sign for your parcel so if you are not home you may need to pick up the package at the local post office. If you need something in a rush please contact us and we will arrange for Express Delivery at an additional cost.
Postage is a flat rate of $9.95* for all orders in Australia.
Postage is $28.95 for all international orders.
*Some items incur additional postage due to their large size or weight. These additional costs are displayed next to the product price on the product page. For example, Bokashi buckets are oversize for standard postage rates so incur an additional $3 charge.
Gift Registry
We offer an online or in-store gift registry program. For online listings we can create your own section of the website for friends and family to purchase your chosen items We supply you with a registry code to allow them to purchase without paying postage. As products are purchased we will set them aside and send them to you prior to your celebration! Please contact in store for more details or to set you your registry.
Your Privacy
We need to collect some personal information from you to be able to process your order. We do not use your information for any other purpose and treat it with great care to ensure its security. We do not provide customer details to any other parties. Once you have become a customer of ours you will receive email communications to alert you to new products and promotions. Please let us know if you do not want to receive these emails.
Refund & Exchange Policy
If for any reason you are not happy with the purchases you have made please let us know. If you would like to return or exchange them please send them back to us with your contact details, unopened within 10 days of receiving them and we will provide you with a full refund. You will have to cover the return postage costs.
If a product arrives to you damaged please return it within 10 days and we will replace it or provide you with a full refund.
Online Order Cancellation Policy
If you would like to cancel an order you have paid online you must contact us within 24 hours of completing the transaction. We are happy to refund the amount you paid minus a 5% service fee.
If, for whatever reason, we are unable to provide you with a product we have advertised we are happy to refund you the full amount.
Packaging
Where possible we reuse all of the packaging we receive for our customer purchases. While this may not always be the most attractive option we do make all efforts to ensure your products are safely packaged and will arrive to you in good condition.
Copyright
All materials on this website is copyright under the ownership of Mainstream Green. Use of any information or photographs from this website without prior written consent of Mainstream Green is prohibited.
Disclaimer
At Mainstream Green we have done our best to ensure the products we sell are of a high quality and are safe to use. However we are not experts in all fields and cannot independently check all products so we do rely on the manufacturer providing us with an honest and accurate description of the product manufacturing, ingredients and performance. Mainstream Green does not accept any liability arising from the supply of our products to you. All products should be used according to the intent and guidelines of the manufacturer.
