Frequently Asked Questions

Like bringing home a new pet, taking good care of your plants is essential to their success because they are delicate beings. These creatures will live with you for a very long time if you follow our care instructions and your plant arrives healthy. However, we will replace the plant if, within the first 15 days, it gives up on you for whatever reason.

Do you offer returns?

No, we do not accept returns. We guarantee the plants are healthy when they leave the nursery.

My plant has arrived damaged! Can you help?

Please note that we are not responsible for shipping damage. Our plants are packaged in the best care possible. It's essential to handle any shipping-related issues with the shipping provider.

How long does it take to get a plant ready for shipping?

It typically takes several days to a week to get the plant ready for shipping. This process includes finding the plant, ensuring it's in good condition for sale, and allowing it to dry for 1-3 days, depending on the plant, before it can be packed.

What is your shipping schedule?

We only ship via FedEx Priority. Orders placed by Thursday are usually shipped the following week by Tuesday.

Can I change or cancel my order after it's placed?

We allow requests for changes or cancellations only before an order has been packed. Adequate notice is required. Please review your order carefully before finalizing it.

Do you ship internationally?

Yes, we do occasionally ship internationally, but only for orders that are more than $1,500 USD and above.

How do you handle shipping to colder climates?

Yes, and we can have the plants held at the Fedex location in colder climates.

Why is the shipment being delayed?

Shipment delays can occur for various reasons. Once you receive a tracking number, it is best to contact the shipping provider for specific information regarding your order.

Is same-day delivery possible?

No, same-day delivery is not possible. However, if you are a Oahu-local, you may pick up a plant after an arrangement has been finalized via Plant Concierge.

Do you offer international shipping?

Yes, we do offer international shipping. Our company is committed to providing a global reach for our products/services, and we have established reliable shipping processes to ensure the timely and secure delivery of orders to international destinations. Shipping costs and delivery times may vary depending on the destination, and customers can review this information during the checkout process on our website.

For further details or specific inquiries about international shipping, please feel free to contact our customer service team. We are dedicated to providing assistance and ensuring a positive experience for our customers worldwide. Thank you for considering our services.

In frigid temperatures, how should plants be shipped?

In frigid temperatures, the shipment of plants requires careful consideration to safeguard their health and viability during transit. It is crucial to employ appropriate packaging and shipping practices to mitigate the potential negative effects of cold temperatures. Here are some professional recommendations:

1. Insulation: Utilize insulated packaging materials such as foam or bubble wrap to protect plants from extreme temperature fluctuations. Consider adding heat packs to the packaging to maintain a moderate temperature within the shipping container.

2. Moisture Control: Ensure that the plants are not excessively moist before packaging to prevent freezing. Use moisture-resistant packaging to protect against condensation during transit.

3. Secure Packaging: Securely pack plants to prevent movement and damage during transit. Use sturdy boxes and padding to minimize the risk of breakage or deformation.

4. Timed Shipping: Schedule shipments to minimize the time plants spend in transit, especially during periods of extreme cold. Coordinate with shipping carriers to choose expedited services to reduce exposure to adverse weather conditions.

5. Communication with Recipients: Clearly communicate the expected delivery date and any specific care instructions for the plants upon arrival. Advise recipients to be vigilant about promptly unpacking and acclimating the plants to their intended environment.

6. Weather Monitoring: Monitor weather forecasts for both the shipping origin and destination to anticipate and plan for extreme conditions. Consider holding shipments during particularly harsh weather periods to avoid exposing plants to extreme temperatures.

7. Shipping Insurance: Consider purchasing shipping insurance to provide coverage in case of any damage incurred during transit, including damage caused by temperature extremes.

By adhering to these guidelines, one can help ensure that plants are shipped in a manner that minimizes the impact of frigid temperatures, thereby preserving their health and vitality upon arrival.

Why is the shipment being delayed?

We sincerely apologize for any inconvenience caused by the delay in your shipment. Several factors can contribute to shipment delays, and we understand the importance of providing transparent communication regarding the status of your order. Here are some possible reasons for the delay:

1. Weather Conditions: Adverse weather conditions, such as storms, heavy snowfall, or extreme temperatures, can impact transportation and logistics, leading to delays in the shipping process.

2. Logistical Issues: Unforeseen logistical challenges within the shipping network, such as route changes, transportation disruptions, or capacity constraints, may contribute to delays.

3. Customs Processing: For international shipments, customs processing can introduce additional time to the delivery process. Customs clearance procedures and inspections may vary, leading to unforeseen delays.

4. High Shipping Volume: During peak seasons or promotional events, increased shipping volumes can strain logistics systems, causing delays in the processing and delivery of orders.

5. Supplier Issues: Delays in receiving goods from suppliers can impact our ability to fulfill orders within the initially estimated timeframe.

6. Technical Glitches: Occasionally, technical issues within the shipping or order processing systems may occur, leading to delays in updating tracking information or processing shipments.

Our team is actively working to resolve the issue and expedite the delivery of your order. We understand the importance of your purchase and remain committed to ensuring that your items reach you in the best possible condition.

To obtain more specific information about the status of your shipment, please feel free to contact our customer service team at fantasticgardenshawaii@gmail.com. Once again, we apologize for any inconvenience caused and appreciate your understanding.

Is same-day delivery possible?

Currently, our company does offer same-day delivery services for select products and locations. To determine the availability of same-day delivery for your specific order, we recommend checking the shipping options during the checkout process on our website. The availability of this service is often contingent on factors such as the delivery address, product type, and the time of day the order is placed.

If I don't like a plant, how can I return it?

Thank you for reaching out to us with your inquiry regarding the return process for a plant. We understand that customer satisfaction is of utmost importance, and we are here to assist you with a smooth return experience. Below are the steps you can follow to return a plant:

1. Review Our Return Policy: Please take a moment to familiarize yourself with our return policy, which can typically be found on our website or included with your order confirmation. It outlines the conditions and procedures for returns, including timeframes and any specific requirements.

2. Contact Customer Service: Reach out to our customer service team via [customer service email or phone number] to initiate the return process. Provide them with your order details, including the order number and the reason for the return.

3. Follow Return Instructions: Our customer service team will guide you through the return process and provide instructions on how to package the plant securely for return shipment.

4. Shipping the Plant Back: Once you have received return authorization, carefully package the plant to prevent damage during transit. Affix the provided return label, if applicable, and ship the package to the address provided by our customer service team.

5. Inspection and Refund: Upon receiving the returned plant, our team will inspect it to ensure it meets our return criteria. Once approved, we will process your refund or assist with an exchange, depending on your preference.

Please note that return policies may vary, and some conditions, such as the timeframe for returns and the condition of the plant, may apply. We recommend contacting our customer service team for personalized assistance and to address any specific concerns you may have.

We appreciate your understanding and value your satisfaction as our customer. If you have any further questions or require additional assistance, feel free to contact our customer service team.

Do you offer a guarantee on your plants?

Thank you for your inquiry regarding our plant guarantee. We take pride in the quality of our plants and stand behind their health and vitality. Below, we outline the key aspects of our plant guarantee:

1. Healthy Arrival Guarantee: We are committed to ensuring that your plants arrive in a healthy and satisfactory condition. If, for any reason, you receive a plant that does not meet your expectations, please contact our customer service team within [specified timeframe] of receiving the shipment.

2. Replacement or Refund: Depending on the circumstances, we offer the option for a replacement or a refund for plants that do not meet our quality standards. Our customer service team will guide you through the process based on the specific details of your situation.

3. Care Guidelines: To qualify for our guarantee, we ask that customers adhere to the recommended care guidelines provided with each plant. Proper care is essential to the well-being of the plant, and deviations from these guidelines may impact the guarantee eligibility.

4. Notification of Issues: If you encounter any issues with your plant, please notify us promptly. Provide clear details and, if possible, include photographs to assist our team in assessing the situation and expediting a resolution.

6. Exceptions and Special Cases: Some specific circumstances or plants may have unique considerations. Our customer service team will work with you to address any special cases and provide appropriate solutions.

We encourage you to review our comprehensive plant guarantee policy on our website or contact our customer service team at [customer service email or phone number] for detailed information specific to your purchase.

Our goal is to ensure your satisfaction with both the quality of our plants and the overall customer experience. Thank you for choosing [Your Company Name], and we look forward to serving you.