FAQS
General
How can I get copies of images for items that I have ordered?
If you have placed on order on our website then once logged in click the ‘My Account’ option in the top right corner of the screen. Then click on ‘My Orders’ to view the orders you have placed with us. Here you can open an order and view the items that you ordered along with a link to download an image for each ordered item.
If you require other images then please send us an email with details on the images that you require.
Account
Can I use my old Zest login on the Potted Site?
Yes your login has been transferred from the old Zest site so you should be able to login using the same username and password.
Do I need to Register before I can place an order?
Yes if you wish to place a wholesale order. We must approve your registration before you can place an order.
How do I register so that I can place a wholesale order?
Click on the link ‘Login’ at the top of any page. Then click the button for ‘Register for Access’
How long does it take to get approved on your website after I have completed the registration?
I previously ordered from you but I now have a different shop. What should I do?
Please register again with your new details and make a note in the comments section with details on the previous business. That way we can take that into consideration when reviewing your registration.
My details have changed. What should I do?
It is best to contact us if any of your details have changed so we can update them in our system. If a lot of your details have changed, including your email, then we suggest registering again.
My registration has been rejected which I don’t agree with. What should I do?
Contact us and let us know why you think you should be approved. There may be some factors that we didn’t consider in your original registration.
There is a shop close to my shop that orders your products. Can I still order from you?
We look to protect our existing customers as much as possible so there may be a chance that we can’t supply you. We need to consider many factors when making this decision including the history with the previous shop, the type of products they order and how close they are to you. This will be done on a case by case basis. We suggest registering and we will consider your application. Then if approved place an order and we will let you know if there are any product conflicts.
Ordering
Do you have a minimum order?
Yes our minimum order is $400.
Do you accept backorders?
Yes if an item is out of stock we will backorder it for you and send it to you when it comes back into stock.
Do I have to pay for my order on checkout?
No. The total value of your order may vary due to stock availability and the addition of freight. We will send you an invoice for the correct amount once we have reviewed your order.
Do I have to buy minimum quantities of each item?
Yes. Most of our items do have a minimum order quantity which is displayed per item on the website. You will not be able to order less than the minimum quantity required.
I have an item in my shopping cart that I no longer want and I haven’t finished/checkout my order. How do I remove/delete it?
Click on the shopping cart icon in the top right corner of the screen and then click ‘View Cart’. Here you can remove/edit/adjust any items in your shopping cart before checking out.
I have just completed an order online and I have changed my mind about an item that I ordered. What should I do?
Email us or call as ASAP so we can see if we can adjust your order prior to dispatch. If your order has already been despatched then we are unable to change it.
I have a credit with you. Can I have that applied to my order?
Yes. This will be done at the time of dispatch. We will check for any credits before invoicing. It is also a good idea to make a note in the comments section on checkout that you have a credit as this will assist us when invoicing your order.
I have ordered an item from you previously, but I can’t find it on your website. What should I do?
All of our active items are displayed on the website. Chances are if you can’t find it then it is sold out and discontinued. If you want to be sure send us an email with the item details and we will double check for you.
Shipping
When will my order be dispatched?
Orders generally ship within 2-5 business days
Please note that during peak periods or extreme situations such as pandemics shipping may be delayed due to high order volumes.
How long will delivery take?
It depends on your location but please allow up to seven working days for your orders to arrive from date of dispatch.
How much will shipping cost?
The cost of shipping will depend on what you ordered and where you are located. The exact cost of shipping will be calculated when your order is ready for dispatch.
I expected my order last week but I am yet to receive it. What should I do?
Contact us with your reference number and we will investigate for you.
Returns
I have a faulty item or received the incorrect item. How can I return it?
Please email us with supporting photos and product code within 7 days of the delivery. We will confirm if the product needs to be returned. All goods returned must retain their original packaging and be returned by our nominated freight company.
Can I return an item if I change my mind?
No. Sorry we don’t allow returns for change of mind.
Who pays for postage of a returned item?
If the item is faulty or not what you ordered then we will organise the collection at our cost. Please contact us within 3 days of receiving the goods to advise of an issue.
Website
Can I use a phone or tablet to visit your website?
Yes. Our website has been optimized to work on all devices including phones and tablets. All functionality of our website is available on mobile devices.
I am having trouble logging in to your website. What should I do?
The first thing you should try is to reset your password. This can be done by clicking ‘Login’ and then the ‘Forgot Your Password?’ link. Once you enter the email you registered with then you will receive an email with instructions on how to reset your password.
I have tried to reset my password but I haven’t received the email. What should I do?
In order to reset your password you must enter the same email address that you registered with. If you have multiple emails or are unsure which email you registered with, we suggest trying as many as possible in the ‘Forgot Your Password?’ section of the website.
If you still don’t receive the email to reset your password then contact us with your business name and we will help you out.
I am having trouble resetting my password. Can you do it for me?
Yes. Contact us and we will reset your password on your behalf.
If I don’t finish my order today can I finish it at a later date?
Yes. Your shopping cart will be saved and you can continue that order at a later date.
If I start an order on my work computer can I complete it on my laptop at home?
Yes. When you log in on anther device you will see the order that you had in progress and can continue
I am finding the website slow to use. What should I do?
During peak times our website might run slower than during non-peak times. If you are finding the site slow, but other sites you visit are not slow, then we suggest waiting a little while and coming back in a few minutes to continue your order.
What web browser should I be using on your website?
We recommend Google Chrome browser on all devices including PC, Mac, phones and tablets. This is the most popular website in the world (by a long way) and this website has been designed to work perfectly for that browser. To download Google Chrome visit https://www.google.com/chrome/
I am using Internet Explorer as my web browser and I am having problems. What should I do?
All versions of Microsoft Internet Explorer were discontinued in 2016. There are multiple security issues with using that browser and you should stop using it for all websites immediately. Update by downloading, installing and using Google Chrome browser from https://www.google.com/chrome/
I have received an error message on your website. What should I do?
If you receive an error message please wait a few minutes and then try again. If you receive the error message again then we suggest restarting your device. If the problem still occurs then send us an email detailing what you are trying to do and what error your receive