Terms & Conditions
Shipping cost and time
The shipping cost depends on the total weight of your order, destination and the shipping option of your choice. We have 3 options you might see on checkout where available and applicable:
- ePackage: Thai Royal Mail + your national postal service. Available for orders under 4.4lbs (2kg). Normally it takes 10-14 days;
- EMS: Expedited shipping. It takes also 10-14 days;
- Dragon Courier: Covered with our Live Arrival Guarantee. Dragon Courier ships out of Thailand and do the custom clearing, which makes it passing quicker through the customs. Then they hand it over to DHL or UPS for domestic delivery. The package is always stored in the room temperatures even winter time. Shipments take 5-6 working days for Europe and Canada, and 5-8 days for the USA. This option includes all possible import taxes and custom fees for all destinations, including EU countries. When using other shipping options to the EU, customs may contact the receiver to pay import taxes or custom fees.
All options got the tracking info, when shipped. It takes about 7-14 days to assemble the order from partners’ nurseries and prepare for shipping.
Live Arrival Guarantee, returns and refunds
Every shipment we send by Dragon Courier comes with our 100% Live Arrival Guarantee (subject to conditions below). This means that, if your plants arrive dead or too damaged to survive, as a result of any issue that is out of your control, we will offer store credit in the amount of the loss up to the price you paid for the product(s) in issue.
Conditions to be met to apply our Live Arrival Guarantee:
- Correct address and contact details of recipient – We should have been provided with correct address and contact details including cell number and email. The shipment must be sent to the correct delivery address, and not forwarded to another address. P.O.Box is not acceptable as the shipping address.
- First delivery attempt – The shipment must be received on the first delivery attempt, or be picked up the day of the first delivery attempt. If you miss the delivery and the package is delayed a day or more because of it, we will not accept responsibility for any losses. It is your responsibility to check the tracking number for delivery, even if courier does not leave a “pink slip” notifying you they tried to deliver the package.
- Clear photo provided within 24 hours – You need to send us a clear picture or video of the full plant in issue with its name, explaining what’s going on within 24 hours upon receipt.
- Package was shipped by Dragon Courier – In case you choose postal E-package, eCommerce Express or EMS, you accept the risk and no compensation will be issued.
If ALL conditions of our guarantee are met, you will get a store credit to use on your next order. Any paid shipping costs or costs for phytosanitary certificates are NOT refundable.
We do not accept any returns.
Country of origin
All plants are shipped from Thailand. Our extensive selection is a result of unique cooperation project with many growers and nurseries all over Thailand. Once a week our employees are taking a road trip across the country to the partner nurseries to assemble the orders.
Shipped countries
We are currently shipping to: Andorra, Austria, Bahrain, Belgium, Brunei, Bulgaria, Cambodia, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Indonesia, Ireland, Italy, Japan, Kazakhstan, Kuwait, Laos, Latvia, Lithuania, Luxemburg, Macao, Malaysia, Maldives, Malta, Mauritius, Myanmar, Nepal, Netherlands, Norway, Oman, Poland, Portugal (except Azores, Madeira and The Savage Islands), Romania, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, Spain (except The Canary Islands), Sri Lanka, Sweden, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates (UAE), United Kingdom (UK), USA (mainland states, HI, AK, US Virgin Islands and Puerto Rico), Vietnam.
Payment
On the checkout you can use
Visa,
Master Card,
American Express and
Union Pay.
Apple Pay is available on iOS devices.
Google Pay or Microsoft Pay is available, if activated on your browser.
Order updates and tracking info
All order updates will be communicated to your email address used for ordering. Please check even your spam folder. The order status will also be updated on this site and will be available for you, if you create your
user account prior or during the ordering. If you created your account after you put your order, please
email us to link your order to your account.
You will get the tracking info once the order is shipped.
Phytosanitary certificate and importer permit
Phyto Sanitary Certificate Your country’s customs will require
phytosanitary certificate attached to the order. It is issued by Thai authorities upon inspecting the plants. It will be added to your total on checkout at 19.50USD. We provide it for free for orders with subtotal over 100USD. Do not confuse it with the importer permit described below.
USA: There is a limit of 12 plants you can import without having
importer permit issued to you by USDA. If your order is more than 12 plants, please
email us your importer permit after ordering. If you don’t have one you can
get it here. On the top of that page you will see a drop-down named “Ready to Apply?” and “Select an option”. Select there option “PPQ-587” and proceed with the application. It is easy and free online procedure.
You don’t need the importer permit for orders up to 12 plants.
Canada: You can choose Dragon Courier as the shipping option for any number of plants, and no importer permit is needed. They have their own agent in Canada who will take your order through customs using their own importer permit. For other shipping options, you must
obtain an importer permit here and
email it to us after ordering.
EU countries: Import regulations for plants coming from outside of the EU are too complicated for private individuals to manage. Therefore, Dragon Courier is the only shipping option we offer to all EU countries. It involves sending all EU orders to their agent in Amsterdam. The agent processes them through customs, pays all fees and taxes, and then hands them over to UPS, DHL, or DPD for final delivery within the EU. This is a pricier option, but it covers all payments, and you don’t need to do anything on your side.
Other countries For other shipped countries no importer permit is needed for any amount of plants.
Pre-shipping treatment and packaging
Our standard treatment for shipping is:
- Disinfect the plant 2 days before shipping;
- Remove soil on day of shipment;
- Clean roots with water until ALL soil is removed;
- Spray 0.03% imidacloprid over plants and dry 30 min;
- OR dip roots for 3 minutes in fungicide and Confidor solution (get sucked up by the plant);
- After that we place all in drying room for 45 min;
- Then we add sterile sphagnum to the roots and wrap this in plastic bag;
- We wrap roots in plastic bag and wrap plant in special designed, clean paper for export, and pack;
- We use new, never used card board boxes, that are tested and approved by ALL Global airfreight standards and ISO requirements.
Volume and wholesale ordering
We offer 5, 10 and 100+ wholesale tiers for most Hoya rooted cuttings. Here is the current list of
eligable plants. The prices are automatically adjusted when you add 5 pcs or more of the same plant.
Order cancellation
Customers have the right to cancel their orders up to at least 24 hours after the order is made or until we have started assembling the order. An administrative fee of 10USD is to be hold in case of cancellation, plus the transaction fee taken by the payment processor, which is currently from 2% to 3.5% of the order’s total.
