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Shipment Process
We operate on a first-in, first-out system, with a weekly shipping capacity of 70-80 packages. -
Customer Information & Responsibility
Customers must provide accurate shipping information, including the correct address, phone number, and email. We are not responsible for delivery failures due to incorrect addresses or if the customer is unreachable. Once your package has been shipped, it is the buyer’s responsibility to track the shipment using the tracking number we provide. If any delivery issues arise (e.g., with UPS, DHL, or FedEx), the buyer must contact their local shipping office directly, as we are based in Bangkok and may be in a different time zone.1.1. Lost Packages: The buyer must contact UPS/DHL/FedEx to locate a missing package. We will assist by contacting the carrier if necessary.
1.2. “Delivered” but Not Received: If tracking shows “Delivered” but the buyer hasn’t received the package, the buyer must contact UPS/DHL/FedEx to resolve the issue and notify us within 3 days.Important:
- The seller is NOT responsible for packages lost by UPS/DHL/FedEx.
- The seller is NOT responsible for shipping delays due to customs, flights, or natural events like hurricanes.
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Plant Condition Disclaimer
By ordering plants, you agree to accept natural changes in the plant’s appearance (e.g., browning leaves, root rot) caused by preparation and shipping. Do not expect the plants to arrive exactly as they appear in photos. Minor damage like broken leaves or branches, or rot in plants such as Monstera, Scindapsus, and Epipremnum is possible. We recommend buyers be familiar with plant rehabilitation. We will send photos of the plants, including their leaves and roots, both before and after packing to confirm they were healthy prior to shipping. -
No Refund for Cold Weather Damage
We do not offer refunds or replacements for plants damaged by cold weather. It is the buyer’s responsibility to check their local weather conditions before placing an order. Insulated pads and foam boxes are available upon request—please inform us in advance if needed. -
No Returns to Thailand
We cannot accept plant returns due to Thai import restrictions. -
Customs and Import Permits
It is the buyer’s responsibility to check with their local customs or authorities whether the plants are allowed to be imported and if an import permit is required.
Important:- There will be NO REFUND if plants are destroyed by customs due to prohibited plants or the lack of an import permit.
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Liability for Dead Plants
We will offer compensation if the plant arrives completely dead within a maximum of 8 days from the shipping date (calculated from the dispatch date in Thailand). Buyers have two options:
(A) Replacement plants: Buyers can receive replacement plants for dead-on-arrival (DOA) shipments, with shipping costs covered by the buyer. The replacement can be shipped with a new order or separately.
(B) 70% Refund: Buyers can choose a 70% refund for dead-on-arrival plants. Only one replacement shipment will be offered, and no refund will be issued after the replacement is shipped.Full refunds (for the plant cost only, not shipping) will be issued only if:
- Pests are discovered by customs.
- There are incorrect documents or errors on the seller’s part.
To claim any compensation, valid video and photographic evidence must be provided when opening the package, and the issue must be reported on the same day of receipt.
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Order Cancellations
Orders can only be canceled within 3 days of placement unless special conditions apply. -
Export Permits and Phytosanitary Certificates
According to Thai regulations, exporting plants requires an export permit, and a phytosanitary certificate must be issued. Please allow time for these processes to be completed before shipment. -
Agreement to Terms
By purchasing, the customer agrees to all the terms and conditions outlined above. For any other questions, please contact us, and we will respond as soon as possible.
