Frequently asked questions about The Physic Garden, our Products, Shipping and more.
Are all your products Handmade?
Yes! Every single one of our products is handmade in small batches by us, in our studio in Melbourne, Australia. We start by preparing our organic herbal oils from scratch, making our own infusions. We never purchase pre-made infusions because we want to ensure the best quality herbs and oils are used.
Due to the varying nature of natural ingredients based on the season, each batch may vary slightly in scent, colour & texture. Sometimes you will find tiny pieces of herb which have made their way into your pot - just a reminder that we use real ingredients in our products!
How should I store my product?
We don't use any synthetic preservatives in our products to keep them as close to nature as possible. This does mean they need extra special care to ensure you can enjoy maximum shelf-life, and minimise any bacterial contamination.
All our products are best stored in a cool, dark spot. They are temperature sensitive and should be stored below the temperature recommended on the label as they will begin to melt in warm weather. If you live in a place with warm temperatures, we recommend storing our products in the fridge. If at some point your products do melt, just stir and pop them in the freezer where they will re-set.
We also recommend using clean, dry hands to dispense balms and deodorants, or alternatively a spatula can be handy too.
Why is my balm grainy?
We use Shea Butter because it is a magical ingredient for skin, nourishing & moisturising, anti-inflammatory and naturally high in vitamin E. As a natural vegetable butter, it is sensitive to temperature variation. If the product has been heated in transit or storage, some of the fatty acids can separate and cause graininess. This does not effect the quality or the effectiveness of the product, and it is still perfectly safe to use. It will melt with contact on skin. However, if you wish to make it smooth again, you can re-heat balms in a microwave or double boiler until just melted, then pour back in jar and re-set in the freezer and they will be smooth again.
Are your products Palm Oil-Free?
Yes! We don't use palm oil in any of our products or production process. We take care to ensure all the ingredients we source are done so ethically, and also have accreditation from Choose Cruelty-Free Australia and the Vegan Society.
What type of materials are your products packaged with?
All our jars and bottles are made from glass, and we use aluminium caps which are both re-usable and recyclable. The caps do have foam inserts to ensure they seal properly, however we are currently working with manufacturers to develop a completely plastic-free solution for the packaging of our balms and deodorants.
What are your cut-off dates for Christmas delivery?
You can view our delivery cut-off dates on our Shipping page.
How long will my order take to arrive?
Shipping times will vary depending on your location. When you place an order, you will receive a tracking number which will allow you to track your delivery. You can expect your delivery within 3-5 business days if you live within Eastern Metro areas of Australia. Regional locations can vary, with remote locations taking up to 2-3 weeks.
If you would like a more specific indication of your order's ETA, please email us at firstname.lastname@example.org.
How can I track my order?
Once your order has been prepared for shipping, you will receive a confirmation email with a link to track your order. If you have not received tracking information, please contact us and we will find that information for you.
What's the difference between selecting "Authority to Leave" or "Signature on Delivery" for my parcel?
If you select "Authority to Leave" for your parcel, the parcel will be left at your supplied address, even if no-one is home. If you select this option, please be sure that it is safe to leave the parcel unattended, as if the parcel goes missing once delivered, a refund will not be possible. Occasionally, a courier will determine that there is no safe place to leave the parcel, and it will be delivered to a nearby pick-up point, the details of which will be updated in your tracking information.
If you do not wish for your parcel to be left unattended at your property, please select "Signature on Delivery", and the parcel will be either re-delivered at another time or left at a secure local pick-up-point. This information will be updated in the parcel tracking.
Can I ship the order as a gift?
Yes, you can have a parcel sent to someone as a gift, just include your information in the account and billing info, and use the recipient's address as the shipping address. You can also leave a gift message for them in the notes section when you place your order. We recommend you let the recipient know to expect a parcel, otherwise they may refuse an unknown package and it will be returned to us. We also recommend you follow the tracking info or forward it to the recipient to ensure their parcel gets to them smoothly.
What if I have provided an incorrect shipping address?
We strongly recommend you double-check all the information you have provided including your delivery address, email and phone contact before completing your order. Please contact us as soon as possible to update incorrect delivery address information. Unfortunately, once a parcel has been shipped to an incorrect address, we are unable to change the shipping address, and cannot provide any refund for the order.
Do you offer express shipping?
At this point we don't offer express shipping, however please check our stockist list to see if there is a store near you, or alternatively many of our online stockists do express shipping.
Do you ship Internationally?
We don't ship Internationally, however our stockist, Flora & Fauna do, so please visit them here - floraandfauna.com.au.
Do you sell wholesale?
Yes we do. Please fill in the Wholesale Application Form and we will be in touch shortly.