Up On the Rootop's Frequently Asked Questions
Waterpot Olla FAQ Answers
Root Pouch FAQ Answers
Waterpot Spike FAQ Answers
Shipping & Fulfillment FAQs
Q: How much is delivery?
Despite numerous freight increases charged by our freight partners we have tried to maintained a flat rate shiping fee and borne the cost of these increases to assist 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, currenntly we only ship to Australia and New Zealand. International customers should check the rootpouch.com site for resellers elsewhere
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 fulfillment. Don't place two orders because sometimes we will not see two consecutive orders due to the queue of orders and you will then receive two shipments and pay 2 shipping fees. Send us the email as soon as you can.
Q: When do you process orders?
Refer to our Shipping Information
Q: How long will my order take to arrive?
Normal shipping times may be affected many factors outside of our control including high volumes going through the postal services or extreme weather events. We fulfill orders as quickly as possible and usually within 3-4 business days. 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 throught the frieght partner systems. Please allow enough time (and more) for your order to arrive if there is a need to receive your parcel quickly and ensure our email address info@upontherooftop is in your safe folder.
We generally only offer standard post however, if you require Express post please send us an email and we will invoice you the postal charge prior to fulfillment.
Why we generally don't have sales
Click Frenzy! Single’s Day! Black Friday! Cyber Monday etc! Why will you not receive an enticing email at during those times?
You know that famliar cycle of annual sales - it’s the exhausting time of year where your inbox fills with sale offers, social advertisements offering discounts and SALE is the most popular 4-letter word. Despite the retail pressure, as a brand we are committed to rarely going on sale and we’d like to take a moment to explain why.
Integral to our business are the values of authenticity and sincerity. Authenticity to us means being transparent in what we communicate and always looking for opportunities where we can improve. We always try to do what feels right as a brand and in line with our values. Kindness means treating everyone with understanding and respect, from our suppliers to our customer and everyone in between.
With these ideals in mind, first, we want to ensure that we can offer ALL of our customers the lowest possible price all year round. To do so, we design, produce, and price our products to their true value and we do not price our products to go on sale. Besides guaranteeing fairness for all our customers, it also helps us ensure that we are paying our suppliers fair and living wages.
We think that there is nothing more frustrating (in retail) than when you buy something and then see it on sale 2 weeks later! We don’t want our community to feel that buyer's remorse, so we try to keep it consistent for everyone, year round.
Additionally, the past few years have been very challenging for small businesses and you will have read that many businesses, both bricks and mortar and online, have closed their doors due to staffing issues and spiralling costs that are beyond a small businesses' ability to recoup and make a profit to make it worthwhile. Price increases are the only way for many to survive the escalating operating costs. We too have had to dig deep to try to make ends meet and yet not compromise any of the quality of our products or service. To partake in endless "SALES" cycles means we simply don't have fat in the system to weather the increases elsewhere in the accounts.
Our sales are usually to clear slow moving lines, promote an aspect of gardening or celebrate an event, or to clear some space in the warehouse.
We have created or insist that all our products are high-quality items that will work as expected season on season, year on year and we stand behind every item sent out. We check every order as thoroughly as a busy fulfillment process can allow and if there is a problem, we invite customers to let us know..."don't be sad or mad".
On the packaging we use
Have you considered the impact of your packaging on the planet?
We sure have! You will notice when you receive your order that the boxes containing your Waterpot Ollas is fairly basic and the Root Pouch bags do not have sleeves, or wrappings. No fancy printing, no designer construction...just a box with a sticker or simple instruction card. Here at Up on The Rooftop we don't see the value in investing too much in attractive packaging - the products are beautiful enough!
The composition, recycle-ability and/or biodegradability of our packaging is of utmost importance to us...so important that we invested in an amazing shredder to provide useable void fill from our shipping cartons and packaging from packaging that we receive with deliveries and cardboard from other businesses.
Our corn starch packing peanuts and post satchels are home compostable in your compost or worm bins under the Australian Standard AS5810/ABAP 20001. Recycled shredded paper, cardboard filling and cartons are FSC (Forest Stewardship Council) certified. Our clear tapes are biodegradable film with an organic adhesive liner, making it non-toxic and eco-friendly. It has been certified by REACH, RoHS & FDA. Please note the tape is not home-compostable so should be removed from the boxes before adding to the compost bin or worm farm.
Our bespoke tissue paper is printed with soy ink and is acid free and we are a member of the Eco Packaging Alliance and entitled to display the stamp that certifies our tissue packaging as environmentally friendly.
Please consider how you dispose of the packaging - worms will love eating it, your compost bin will enjoy the cardboard and paper carbon. It all goes back into the soil and growing great food and plants!