We ship out hundreds of orders, and thousands of plants each year. We take pride in the fact that we send healthy and well-grown plants. These are carefully wrapped and boxed and fast working.
We guarantee safe delivery* and healthy, properly labeled, and true-description plants. On occasion (about 1 in every 100 orders), we will have to make good on our guarantee. Sometimes, plants perish in weather that is too cold, sometimes the couriers "squashes" a box and, sometimes, we are to blame for poor packaging or clerical mistakes. In such cases, we will reship plants, issue a credit, or refund money (note again we need to do this on about 1 in every 100 or so orders).
In any event, we always try to please and look for ways to improve our growing, shipping, or service.
Here is a few of the unsolicited comments recently made by some of our customers. All appear precisely as written, without editing. And so that the page doesn't become too lengthy, we only reprint those received during the last several months. More appear on our Facebook page.
From Duncan, South Africa
“I just finished unpacking everything. Thank you so much for the excellent packaging and quality plants.
I will definitely order from you again”.
From Akihiro, Japan
“I received my package today. The plants were in better than I'd imagined! Only one plant was completely dead. S. erythropus had the most damage”.
From Jacob, UK
“All good on the plants. They arrived on Tuesday so was very quick. I was a little worried as we had an extreme cold spell all of a sudden, but all of the plants look perfect! Once again it's a great example of the amazing plants you provide. I wanted to ask about future preordering of plants…”
From Andrea, Singapore
“All in perfect condition. Thank you so much”
From Naoki, Japan
“Thank you for your shipment. Their condition and volume are very good !!”
From Michelle, US
“I wanted to let your team know that I finally received my fern - it was a delay due to Winter storm Uri here in Texas in which record low temperatures, ice, and snow were reached :( I was truly worried that without attention what condition it may have been in...but it is VERY beautiful and healthy! I’m glad it’s warming up here finally and hoping she enjoys her new home. I feel honored to have her! Thank you so very much!”
From Mizukami, Japan
“I bought a few selaginella last month. Your products are in very good condition and I am very satisfied with them. Thank you very much.
I would like to buy some more plants from you…”.
From Martin, Czech Republic
“Thank you for very quick delivery, nicely packed plants and very good plants. Thank you for your help, Martin”
From Lionel, Canada
“Thanks so much for the previous order, you have made a repeat customer! I was impressed with the quality of plants that arrived in perfect condition, as well as the efficiency of the shipping and delivery. Great service...I would strongly recommend your business to others”.
From Coral, Spain
“I received the plants today. Thank you very much for the quality and size. Thinking of placing a new order again”
From Jeremy, UK
“Pleased to say that Selaginella wallichii and Microsorum whiteheadii arrived yesterday by normal courier service in very good condition. I spoke with the local couriers and they ensured that the parcel would be delivered quickly. As always the quality of plants and packaging is second to none. Many thanks”,
From Hikaru, Japan
“It arrived safely the day before yesterday. I am very satisfied with the condition. How do you feel about the Selaginella siamensis you requested? I will order another plant after a while, can I make it in time?
From Darren, Philippines
“I have received the plants in good condition. Very happy with my order! Thanks again and looking forward to the next one”.
And following is some criticism: Yes, we sometimes get complaints--we do guarantee safe delivery for shipping via our private courier and occasionally need to process a refund or send a replacement plant (our average is about a few in every 100 orders). We haven not printed these. These are the more specific complaints/comments that customers have made--we reprint them so that we have a chance to explain, improve our work and, perhaps, avoid similar problems in the future.
From Alexander, Germany
"The order arrived today and I am happy to say that (despite a delay in customs) most plants arrived well. They were very well packed and are being taken care of now. Thank you very much! We are very happy with our order and we will be ordering from you again in the future :)
There is however one small issue. We ordered 2x Piper nigrum variegata (PIP-NVF). Sadly one of them seems to have lost all leaves in transport (see attached images), and I don't think it will recover. The 2nd plant labeled with PIP-NVF does not look like the first (also in attached images). I know there is variability in variegation but could it be you accidentally packed Piper macropiper variegata (PIP-MAV), which you also have for sale on your site? It does not resemble the P. nigrum variegata offered on your site and it also doesn't match the other plants leaves.
What we explained : This is just a rare case, particularly when ship via our private courier that we can control the transit time and inspection time. The delay caused damages on some sensitive plants. Another issue is wrong plant sending because both plants look very similar, which is our mistake occurred during packing process. We sent the replacement with the next purchase for this case.
From Young-Lee, Canada
"I wanted to thank you for the great packaging. All plants are traveled safely. The only plant I am concerned is the piper porphyrophyllum. The specimen is young and small so it's less resilient compared to other plants. Please see the attached photo. Basically all leaves are dried up so I will have to provide a good care for the plant to get revived. Do you have any suggestions? Would more humidity help? Any tips would be greatly appreciated".
What we explained : This is a problem usually occurs in late shipping season to Canada because most of our collections are tropical plants and some are sensitive to cold weather. Although the received plant was still alive, this order was shipped by our private courier and under our safe delivery warrantee. From this, we decided to send the new plant with next purchase.
For questions regarding culture and care of your plants, we ask that you review the culture sheet accompanied with the tracking number notification email and on the website first, since most problems and commonly asked questions are addressed there. If you need a personal response, call or email to us since we may need information you had not thought of providing concerning your plant's condition. Again, we haven't the time nor staff to personally reply to all e-mails promptly. please be patient, we try to answer in a few days. If you need urgent suggestion, please call us.
We guarantee safe delivery* and healthy, properly labeled, and true-description plants. On occasion (about 1 in every 100 orders), we will have to make good on our guarantee. Sometimes, plants perish in weather that is too cold, sometimes the couriers "squashes" a box and, sometimes, we are to blame for poor packaging or clerical mistakes. In such cases, we will reship plants, issue a credit, or refund money (note again we need to do this on about 1 in every 100 or so orders).
In any event, we always try to please and look for ways to improve our growing, shipping, or service.
Here is a few of the unsolicited comments recently made by some of our customers. All appear precisely as written, without editing. And so that the page doesn't become too lengthy, we only reprint those received during the last several months. More appear on our Facebook page.
From Duncan, South Africa
“I just finished unpacking everything. Thank you so much for the excellent packaging and quality plants.
I will definitely order from you again”.
From Akihiro, Japan
“I received my package today. The plants were in better than I'd imagined! Only one plant was completely dead. S. erythropus had the most damage”.
From Jacob, UK
“All good on the plants. They arrived on Tuesday so was very quick. I was a little worried as we had an extreme cold spell all of a sudden, but all of the plants look perfect! Once again it's a great example of the amazing plants you provide. I wanted to ask about future preordering of plants…”
From Andrea, Singapore
“All in perfect condition. Thank you so much”
From Naoki, Japan
“Thank you for your shipment. Their condition and volume are very good !!”
From Michelle, US
“I wanted to let your team know that I finally received my fern - it was a delay due to Winter storm Uri here in Texas in which record low temperatures, ice, and snow were reached :( I was truly worried that without attention what condition it may have been in...but it is VERY beautiful and healthy! I’m glad it’s warming up here finally and hoping she enjoys her new home. I feel honored to have her! Thank you so very much!”
From Mizukami, Japan
“I bought a few selaginella last month. Your products are in very good condition and I am very satisfied with them. Thank you very much.
I would like to buy some more plants from you…”.
From Martin, Czech Republic
“Thank you for very quick delivery, nicely packed plants and very good plants. Thank you for your help, Martin”
From Lionel, Canada
“Thanks so much for the previous order, you have made a repeat customer! I was impressed with the quality of plants that arrived in perfect condition, as well as the efficiency of the shipping and delivery. Great service...I would strongly recommend your business to others”.
From Coral, Spain
“I received the plants today. Thank you very much for the quality and size. Thinking of placing a new order again”
From Jeremy, UK
“Pleased to say that Selaginella wallichii and Microsorum whiteheadii arrived yesterday by normal courier service in very good condition. I spoke with the local couriers and they ensured that the parcel would be delivered quickly. As always the quality of plants and packaging is second to none. Many thanks”,
From Hikaru, Japan
“It arrived safely the day before yesterday. I am very satisfied with the condition. How do you feel about the Selaginella siamensis you requested? I will order another plant after a while, can I make it in time?
From Darren, Philippines
“I have received the plants in good condition. Very happy with my order! Thanks again and looking forward to the next one”.
And following is some criticism: Yes, we sometimes get complaints--we do guarantee safe delivery for shipping via our private courier and occasionally need to process a refund or send a replacement plant (our average is about a few in every 100 orders). We haven not printed these. These are the more specific complaints/comments that customers have made--we reprint them so that we have a chance to explain, improve our work and, perhaps, avoid similar problems in the future.
From Alexander, Germany
"The order arrived today and I am happy to say that (despite a delay in customs) most plants arrived well. They were very well packed and are being taken care of now. Thank you very much! We are very happy with our order and we will be ordering from you again in the future :)
There is however one small issue. We ordered 2x Piper nigrum variegata (PIP-NVF). Sadly one of them seems to have lost all leaves in transport (see attached images), and I don't think it will recover. The 2nd plant labeled with PIP-NVF does not look like the first (also in attached images). I know there is variability in variegation but could it be you accidentally packed Piper macropiper variegata (PIP-MAV), which you also have for sale on your site? It does not resemble the P. nigrum variegata offered on your site and it also doesn't match the other plants leaves.
What we explained : This is just a rare case, particularly when ship via our private courier that we can control the transit time and inspection time. The delay caused damages on some sensitive plants. Another issue is wrong plant sending because both plants look very similar, which is our mistake occurred during packing process. We sent the replacement with the next purchase for this case.
From Young-Lee, Canada
"I wanted to thank you for the great packaging. All plants are traveled safely. The only plant I am concerned is the piper porphyrophyllum. The specimen is young and small so it's less resilient compared to other plants. Please see the attached photo. Basically all leaves are dried up so I will have to provide a good care for the plant to get revived. Do you have any suggestions? Would more humidity help? Any tips would be greatly appreciated".
What we explained : This is a problem usually occurs in late shipping season to Canada because most of our collections are tropical plants and some are sensitive to cold weather. Although the received plant was still alive, this order was shipped by our private courier and under our safe delivery warrantee. From this, we decided to send the new plant with next purchase.
For questions regarding culture and care of your plants, we ask that you review the culture sheet accompanied with the tracking number notification email and on the website first, since most problems and commonly asked questions are addressed there. If you need a personal response, call or email to us since we may need information you had not thought of providing concerning your plant's condition. Again, we haven't the time nor staff to personally reply to all e-mails promptly. please be patient, we try to answer in a few days. If you need urgent suggestion, please call us.