Quality Rare Tropicals & Accessories | Moss Poles Ship Worldwide! | Visit Us on IG

FAQ

When will plants come back in stock?
Quality is our top priority and growing the best plants for you takes time and care. Our plants are offered for sale only once they are fully acclimated and showing signs of new growth. When they are ready, we will announce the restock date and time on Instagram and Facebook. Follow us to stay in the loop! Please note: Due to increased demand, plants are selling quickly. We recommend setting a reminder and placing your order swiftly. To help ease your shopping experience we will quietly add a few plants to the website now and then between major restocks, so keep checking back.

Can I pick up my order?
Absolutely, pick up is available in Carleton Place, ON. This option is available at checkout. Once you've placed your order, we will reach out to set up a date & time.

Do you offer local delivery?
Yes, your order can be delivered by a member of our team within a 30km radius of Kanata, ON for $10 +applicable taxes. After you have placed your order, we will be in touch to arrange a time. Generally, you can expect delivery on Thursday evenings or Friday mornings.

Do you ship?
Yes, we ship plants Canada-wide and accessories world-wide via courier. If you are unable to order accessories it simply means your country has not yet been added to our shipping database. Please contact us and we will be happy to provide you with a shipping quote. To our fellow Canadians: Plants and accessories can be shipped together. Please select "Plant 1-2 Day Shipping" if your order contains plants, this option ensures the fastest possible shipping speed and costs minimally more

How are my plants shipped?
Plants are packaged with the utmost care immediately prior to shipping. They will be sent bare root which keeps shipping fees lower and assures you of the plants' health. They will be wrapped and nestled securely into their box for the best protection. Plants and accessories can be shipped together, and everything is affixed carefully so plants will not be damaged by shifting contents. When temperatures are cooler, plants are shipped with 72+hr heat packs in insulated boxes.

Transit can be stressful for plants and they may need time to recover. Care instructions are included with your order to better help you transition them to their new home. Please contact us if you have any questions or concerns. We are happy to help you grow your plants to their full potential!

What is the difference between the Canada, USA and International Accessories Listings?
These seperate listings determine proper shipping rates by location. Please select the listing that applies to your region. 

What can I expect after I place my order?
You will receive an order confirmation email with further information. If it does not appear in your inbox please check your junk mail folder. Photos of your plant(s) will be sent to you. Please provide your email address when completing your order so you can receive the photos. Your email address and all other personal information will be kept strictly confidential. When your order ships, an automated email with your tracking information will follow.

When will my order arrive?
All orders containing plants will be shipped in queue on Mondays & Tuesdays (excluding holidays) so they do not face delays over the weekend. Within Canada, couriers will deliver your plant(s) within 1-2 business days. Orders exclusively containing accessories will be shipped in queue Monday-Friday (excluding holidays) and arrive within 1-4 business days in Canada. Courier delivery of accessories to the U.S. will arrive in 1-6 business days, and world-wide 3-7 business days. Please note: If plants have recently been restocked, moss pole orders may face minor delays. Regular turnaround for moss pole orders is approximately 2-3 business days.

Plants will be shipped with signature required and accessories will be shipped without. Please contact us if you have an alternative preference. Customers are responsible for receiving their shipments as soon as possible. If you are away for an extended duration and cannot receive your order please contact us and we will be happy to hold your order until you return.


I chose the wrong shipping method, what should I do?
Not a problem, contact us and we will be happy to correct the issue. Please note: Shipping corrections may result in an order processing delay.

Why are the items in my cart no longer available at checkout?
Our platform does not support cart holds so purchases are completed on a first come, first served basis. We apologize for any inconvenience this may cause. Please rest assured, we are always growing more.

How can I ensure the best chance at purchasing my wish list plant(s)?
1) Watch for our restock dates and times, they will be announced in our Instagram/Facebook posts and stories approximately 3 days in advance.
2) Set a reminder as plants tend to sell quickly.
3) Before the restock, create an account on our website by clicking the log-in icon in the top right corner and be sure you are logged in before the restock begins. This way our system will remember your information, thus enabling a faster check out.
4) Quickly purchase your top wish list plant first and make subsequent purchases for the others. No need to email or message us, we will automatically combine ship multiple orders to the same address. We will reach out to you should there be shipping overages or refunds. Please be aware, shipping overages may delay your shipping date.

Do you allow group orders?
Happy to accommodate! It is in your best interest to designate ONE coordinator to place your group order so that you do not face additional service fees. Your designated coordinator is welcome to place multiple orders. Please be aware, if you or any member of your group is hoping to purchase an in-demand plant, this method may not be the best choice as checkout speed is essential. Alternatively, if purchases have been made by multiple group members and combined shipping is requested after the purchases have been made, there will be a 7.5% service fee added to the group order subtotal. If you choose the latter method, please have one member of your group email us your group order numbers for combined shipping. We will reach out to your group to confirm everyone is in agreement. Please be aware, depending on the size of the order there may be additional shipping fees.

What is your return/exchange/cancellation policy?
Plants:
Please be advised, all sales are final and delivery charges are non-refundable. If, in the unlikely event, your plant arrives damaged, please let us know within 24 hours of receiving your order. Then, send the plant back prepaid so that we receive it within 7 days and we will gladly give you store credit.
Accessories:
Your satisfaction is our goal! If you are not 100% satisfied with your accessories, please email us within 7 days of receiving your order. Unused accessories, in their original packaging, may be shipped back, prepaid, for store credit. Please be advised, delivery charges are non-refundable.

For cancellations, please contact us ASAP to check on the status of your order. Orders that have not yet been processed can be cancelled in part or in whole. Cancellations are subject to a 5% processing fee.

What are the terms of your gift cards?
Gift cards have no service fees, no expiry and are not exchangeable for cash.

Will I receive the plant pictured?
All of our product photos are for reference only unless otherwise stated. Please read the description, the plant's size (number of leaves, pot dimensions, etc) will be noted if it is considerably different than the plant pictured and it will be priced accordingly. When there are a variety of sizes within the listing, you will find a drop-down menu to select from.

We want you to be confident purchasing from us. As we are exclusively an online store and not open for in-person shopping, we will choose the best plant for you. We always ensure our plants pass our quality inspections, are fully acclimated, rooted and showing signs of new growth so they will flourish for you! We promise to offer only the best specimens.

Do you offer pre-sales and/or a waitlist?
It is our policy that our plants are fully acclimated, rooted and showing signs of new growth before offering them for sale. For this reason, we do not offer pre-sales. Furthermore, due to increased demand, waitlists are not logistically possible. You are welcome to contact us if you have any special requests and we will keep them in mind as we search for new species for our shop.

Can I view the available plants in person?
We are not set up for nursery tours.

How do I get in touch with you?
We are here for you! Customer support has always been and will continue to be integral to our operations. If you have purchased from us and require assistance we are here to help. Don't hesitate to contact us and we will reply promptly.

For all other inquiries, kindly read our FAQ before reaching out. Due to the high volume of enquiries, we apologize in advance if we cannot answer all emails and/or direct messages on our social media platforms.

Do you provide wholesale?
We only sell plants and accessories direct to consumer at the present time.