Shipping & After-Sales
How a wholesale order moves from our benches to your door — bare-root preparation that keeps plants alive in transit, and exactly what is covered if anything goes wrong on arrival.
How Do We Prepare Live Plants for Shipping?
The routine every shipment follows — the reason our live-arrival rate holds across 40+ destinations.
1 · Prepare plants
After receiving the order we select the plants, remove soil, trim and wash the roots clean.
2 · Treat & air-dry
Plants are soaked with insecticide, then air-dried for 2–4 days so wounds callus before packing.
3 · Pack
Each succulent wrapped in tissue, protected with shredded paper and an insulation layer, labeled for identification.
4 · Ship
Carton sealed and dispatched — typically 7–12 days from preparation start to leaving the farm.
How Will Your Order Ship?
Freight is quoted per order after you finalize your selection — quantity, plant shape and size decide the cost, not order value.
FedEx
DHL
Air freight
Sea freight
Shipping quote
Contact us with your order number after checkout; the final quote follows by WhatsApp or email.
Tracking
Tracking number provided as soon as the order is dispatched — follow it on the carrier's site. AWB / BL reference issued for air and sea freight.
Before dispatch
Photos of your actual order are sent for confirmation; every plant is labeled on the outer packaging.
Processing before dispatch takes 3–7 business days (root washing and drying). Quotes are estimates — overpayments are refunded, shortfalls invoiced before shipment.
Will You See the Plants Before They Ship?
No surprises in the box — two checkpoints sit between your order and the carrier.
Photographic confirmation, every order
Before dispatch we send images of the prepared shipment batch. They correspond to your actual plants — not stock photos — and serve as the verification reference for the order.
Individual labeling in the carton
Each succulent is clearly labeled on the outer packaging, so you can match every plant against the confirmed order list during receiving.
What Should You Do in the First 48 Hours?
Follow this at receiving and any claim is straightforward.
Count first
Check the total number of packages and items against the packing list before anything else.
Evidence next
For any quality issue, take clear photos or video of the affected plants and packaging as evidence.
Contact us within 48 h
Report within 48 hours of receipt — claims raised inside the window are processed immediately.
After the box is open — settling your plants in
Unbox immediately on arrival — never leave plants sealed in the carton. Remove all outer packaging.
Trim off any dead or dried leaves before the rest period.
Rest the plants in a cool, airy, shaded spot for 2–3 days after the journey.
Remove or trim the old roots, then let the plants dry for another 3–5 days.
Pot up and give the first watering about a week after planting — bright and ventilated, out of harsh direct sun while they re-establish.
Slightly shrivelled or wrinkled leaves, a few drier lower leaves and a shade of colour difference from the catalogue photo are all normal for plants fresh out of a long shipment — they recover fully with the care routine above.
Compensation policy
- Plant rot or loss in transit — our full responsibility
- Replacements provided in your next shipment, free of charge
- Claims documented with photos or video inside the 48-hour window
Not covered
- Damage resulting from customs clearance issues
- Losses caused by force majeure events
What Do Buyers Ask Most?
Full answer set on the FAQ page →
How long does the whole process take?
Processing takes 3–7 business days after payment (picking, washing and air-drying). Then transit: FedEx 3–5 business days or DHL 5–7 door-to-door, air freight 1–2 weeks, sea freight 30+ days.
How is the shipping cost calculated?
Based on the quantity, shape and size of the selected plants. Contact us for a final quote after finalizing your selection — all quotes are estimates, with overpayments refunded and shortfalls invoiced before shipment.
What if plants arrive damaged?
Check the package count on delivery, photograph any issue, and contact us within 48 hours. We are fully responsible for plant rot or loss in transit and replace it free of charge in your next shipment. Customs clearance issues and force majeure are excluded.
Why bare-root?
Many importing countries restrict soil entry for live plants. Bare-root preparation removes soil-related restrictions and transit risks — roots are washed, treated and air-dried 2–4 days before each plant is individually wrapped.
What should I do with the plants in the days after arrival?
Unbox immediately and remove all packaging, then trim off dead leaves. Rest the plants in a cool, airy, shaded spot for 2–3 days, remove or trim the old roots and let them dry for another 3–5 days. Pot them up and give the first watering about a week after planting, keeping them bright and ventilated but out of harsh direct sun while they re-establish. Slightly shrivelled leaves or drier lower leaves right after transit are normal and recover with this routine.
Ready to plan your next shipment?
Send your wishlist, order volume and destination port — FOB/CIF pricing and the available shipping schedule within 24 hours.
