Shipping policy
Shipping Information
Standard Shipping
Shipping is carried out within 48 hours after receipt of payment via DHL or UPS.
The well-being of the plant is our top priority. Therefore, shipping may be delayed for the following reasons:
EU Abroad: Orders to other EU countries are shipped, whenever possible, at the beginning of the week to avoid storage in a depot over the weekend.
Holidays: May lead to longer delivery times. Shipping may be postponed without prior notice.
Strikes, Heat, Cold: As well as other events that may harm the plants can endanger safe delivery, and shipping will be postponed without prior notice.
Black Friday: Orders placed during the Black Friday period can be shipped at a later date upon request. Due to the high volume of parcels during the 14 days around Black Friday, delays in delivery are common.
Christmas Season: Shipping will be paused from the 3rd week of December before Christmas. Safe delivery can no longer be guaranteed. After December 26th, the holidays and returns cause further delays, so we resume shipping in the second week of January.
You are welcome to inquire about your order via email from Monday to Friday.
FAQ
Tracking Number: The tracking number will be sent automatically once your authorization is in place and the order is completed (paid, packed, labeled, and picked up). Please note that your tracking data will be visible in the logistics system only after 8:00 PM.
Delivery Address: We only ship to the address you provided as the delivery address in your order. In case of a name change and/or relocation, we strongly recommend updating your customer account to avoid incorrect deliveries. Please double-check your provided address.
Packaging: During winter, shipments are packed with insulating materials at no additional cost to the customer. We use various types of insulation and heat packs for safe delivery. During prolonged frost, plant shipments will be suspended without prior notice. Orders containing only accessories will still be shipped.
Please note: Insulated packaging and heat packs are not environmentally friendly.
Country-Specific Information
Baltic States (Estonia, Lithuania, Latvia) and Finland
Based on our experience, about half of the shipments arrive before the weekend if shipped on Monday. In some cases, delivery time can be 8–10 days. Please consider delivery times during the winter.
England/UK
We generally do not ship to the UK. Customs issues, additional costs for Phyto and CITES, and long processing times make safe and cost-effective delivery impossible.
As an alternative, you are welcome to order from Ecuagenera Ltd. in Ecuador. For a small additional fee per plant, your order will be delivered directly to you. Delivery is part of our regular consolidated shipments (monthly to bi-monthly) arriving via air freight.
Malta, Cyprus, Mediterranean Islands
Due to long delivery times with DHL, we advise against placing orders. For secure delivery, you may use UPS Saver Service—costs depend on the order size. Please inquire, and we will gladly provide a quote.
Non-EU Countries
On request—please contact us.
Norway
Please inform us of the current valid import conditions. In most cases, the EU Plant Passport number is sufficient, but customs may also require a phytosanitary certificate or certificate of origin, as well as a CITES document.
Switzerland
Orders can be placed through the shop, but please do not make payment immediately. We first need to assemble the order. Since Switzerland is not listed in the country list, please select any country and add "Switzerland" in the notes field.
Chemicals and plant protection products cannot be shipped to Switzerland.
For green plants like Anthurium, Philodendron, and others, the EU Plant Passport number (free of charge) is currently sufficient (as of May 14, 2024).
For orchids, a phytosanitary certificate (€50.00) and possibly a CITES permit (starting at €30.00) are required. Please inquire about costs.
Shipping rates to Switzerland depend on package size and weight. Please wait for our quote.
Many customers use one of the many German parcel shops near the border. We can schedule shipping accordingly. Upon request, these orders can also include the necessary documents.
Spanish Islands
We do not ship to the Spanish islands. Phytosanitary documents are required, and delivery times have often exceeded 4 weeks. Safe delivery cannot be guaranteed.
UPS
Standard delivery times with UPS
UPS
UPS offers a strong network of service points (parcel shops) where you can conveniently pick up your orders.
More information here: https://www.ups.com/dropoff/
DHL
Standard Delivery Time
DHL provides standard delivery time estimates. For Germany, it is currently 1–2 working days. However, punctual delivery is not guaranteed, and in some cases, it may take 7–14 days for a package to be delivered.
Click here for DHL International standard delivery times.
DHL does not offer compensation for delayed deliveries. Tracing requests will only be processed after 8 days.
Complaints
If you are not satisfied with your purchase, you have a 14-day right of return without providing a reason. The customer must cover the return shipping costs. Plants must also be properly packaged to prevent weather-related damage. If the deadline cannot be met due to weather conditions, please contact us.
Delayed deliveries may lead to complaints.
If your order arrives damaged, please send us 1–2 clear photos, and we will process your complaint promptly.
Please check your shipment immediately upon receipt for completeness. Notify us immediately of any missing items. We take control photos of most shipments, and the contents can also be verified based on the weight.
Returns must be complete and in their original condition. If the plant has been divided, cut, or repotted, the right of return is void.
Whether a replacement is provided in the form of a resend, price reduction, or exchange with a return label will be decided on a case-by-case basis.
We are strongly committed to ensuring your satisfaction and look forward to your continued business.