Customer Service

We pride ourselves on providing the very best service to our customers. We aim to dispatch orders within 48 hours. If for any reason we cannot meet our dispatch goal we will contact you straight away. We hold high stock levels of all the products that we distribute. Sometimes we may be temporarily out of a particular colour, size or style, but we can always offer a very close alternative choice. We sell our products to a wide range of gift stores, garden centers, department stores, corporate, catalogue and direct marketing companies. We believe our customers all have one thing in common, they are discerning buyers and appreciate quality.

Where can I buy your products?

We supply a large selection of stores throughout Australia including The Garden Shop at the Royal Botanic Gardens, Henry Bucks, Wilkins and Kent, Poyntons and Lintons in Melbourne; Allora Garden Nursery – Berrimah NT; Eden Gardens, Parkers of Turramurra and The Bay Tree in Sydney; Brookfield Garden Centre, Biome Eco Stores & New Farm Editions in Brisbane; The Garden and Rodney’s Nursery in Canberra; The Conservatory, Newmans Nursery and Heynes Garden Centre in Adelaide, Mazegga’s Mitre 10, Zanthorea Nursery, The Good Store and Lady Kitchener in Perth and Coco Blue, New Town Station Nursery, Inspirations G.C and Karen Wagner Garden Design in Tasmania.  Plus many more in country Australia.

Please phone us on 02 9999 0684 for details of the closest retailer.

Can I buy from you?

We now have selected items available through our online store. Alternatively we sell a wider range of products direct to the public at a few major shows each year. Please see the listing of Retail Shows. If none of our authorised retailers are near you please contact us to discuss alternative arrangements.

Is there any guarantee?

All of our products come with a replacement guarantee for any manufacturing fault. The Burgon and Ball range of tools has a 5 year warranty.  Please return to the retailer where the product was purchased or phone us.

Your products are expensive, why?

Premium quality products are expensive to manufacture. However, they work out cheaper in the long run as they last. Remember that quality remains after the price is forgotten!  In addition we only sell Fair Trade products.  This means that the workers who actually make the product are paid a fair wage.  Sadly a fair wage is considerably higher than slave labour – under which many products are made.

Can you send me a catalogue?

High quality catalogues are sent with the initial order to our Trade customers. If you check out our product pages you will be able to see the full product range available.

How long will it take to get my order?

We normally ship orders within 48 hours of receipt. We are famous for our fast and efficient service.

Tell me more about your new product the Urban Composter?

The Urban Composter is the first product that we have designed and manufacturered from scratch.  It has taken more than 2 years to develop.  It has it’s own website www.urbancomposter.co  You will find answers to all your questions here.  The Urban Composter has been such a hit in Australia that we are about to launch it to the world!

What is so good about your gardening gloves?

We have the most extensive range of gardening gloves in Australia. Not only do they look good but also they fit your hands properly. With our gloves you can really feel what you are doing and will never have to pull off your gloves in frustration because you can’t hold the seed or pull out the weed again.

I’m allergic to latex, do you have any gloves that I can use?

Many people are allergic to latex and get skin irritation from wearing most garden gloves. Our Cool Hands, Weeder, Sun, Rose Pro and Wonder gloves are all latex free.

Will your watering cans leak or rust?

We have 2 types of watering can. The 9 litre industrial strenth version from Burgon and Ball is made from hot dipped galvanised steel. This will last longer than you or I! Our 5 litre and 1.5 litre cans are much lighter in weight but also made from galvanised steel, so no they won’t rust. They won’t leak either as the 5 litre cans have a special screw top nozzle.

Will your tools rust?

Any metal will rust in time and depending on soil conditions this may be a quick or slow process. The garden shears are carbon steel, which is much strong than stainless steel but more prone to rust. Regularly wipe your shears or tools with an oiled rag. Alternatively, we suggest that you use the Burgon & Ball tool maintenance kit to keep your tools in pristine condition.

For Picnic at Ascot can I get replacement components?

As the Picnic at Ascot range is assembled in Australia there is no problem in supplying additional or replacement components. Please contact us directly and we will send them to you.

How long will the food and drink stay cold in the Picnic at Ascot pack?

Our insulated packs have a specially designed thermo shield which will keep the drink cold for about 6 hours and food for 4 hours. We do not recommend that you put regular ice in the packs. If you need to have the food and drink cool for an extended period use a gel ice pack.