Ordering, Shipping, and Returns...
All orders are handled using secure servers and all information is kept in strict compliance (and beyond the minimum requirements) of apropriate laws, policies, and guidelines for consumer privacy and identify theft protection. We utilize the PayPal shopping cart - although this does not require you to have a PayPal account. We accept Visa, MasterCard, Discover, American Express, and PayPal. If you are reluctant to make a purchase over the internet and would prefer handling the transaction over the phone, please email us with your phone number, timezone, and a good time to call and we'll be happy to speak with you to place your order. If you're ordering a bonsai or other unique product (e.g. handmade container), please let us know which one this is so we may remove it from inventory prior to speaking.
Gift Certificate Orders: If you're placing an order using a gift certificate, please place your order normally and cite the gift certificate number in the Notes/Comments section. Your payment method will be credited for 100% of the value immediately upon verification of the certificate number (this takes us just minutes to do). Alternately, you may follow the same process as non-internet orders above if you do not wish to use the online cart for any reason.
Discount/Promotion Codes: Please use the same procedure as Gift Certificates when using Discount/Promotion Codes. If you're using the online cart, the discount will be applied toward applicable products as specified on the discount or promotion and your payment method will be credited appropriately and immediately. An email receipt for the credit will be sent. Discounts and promotions are not applied to shipping costs.
We ship Monday through Saturday. All packages sent to US destinations are sent via USPS Priority, Insured, and Email Tracking. Tracking numbers and shipping date are emailed prior to pickup. Bonsai and plant material are only shipped on Monday, Tuesday, and Wednesday to ensure same-week delivery. Orders containing both hard goods and bonsai placed on Wednesday, Thursday or Friday will be split and the hard goods sent on the next available shipping day for that order and the bonsai sent on the following Monday.
International orders are shipped via USPS International Priority, Insured, and Email tracking. Shipping dates are emailed prior to pickup and tracking numbers are also sent at this time when possible. If the tracking number is not available prior to pickup, then it will be emailed at the earliest possible time thereafter.
Bonsai and plants are boxed separately from other products to make every precaution against shipping damage. Bonsai are not shipped loose in their box. Containers are wrapped in packing plastic to prevent root disturbance and exposure. To comply with appropriate laws, bonsai and plant material cannot be shipped outside the US or to California.
Bonsai: Individually Priced in Catalog
Hard Goods: Weight-Based
|Domestic US Rates|
|From (lbs)||To (lbs)||Price ($ USD)|
|20.01||up to max||40.00|
|From (lbs)||To (lbs)||Price ($ USD)|
|40.01||up to max||175.00|
The rates above are auto-calculated by the shopping cart and you will never pay more than the rate shown. However, if the actual shipping cost is less, you will be refunded the difference immediately before shipping, as soon as we know what the exact cost is. If an item has a handling or packaging fee, it will be listed clearly along side the price, before you 'Add to Cart'. No hidden handling fees, you already pay enough for shipping!
If you're local to the Rochester, NY area and would like to schedule a pickup for your order, please place your order normally and email us your order number (you'll receive a confirmation email) and what day you'd like to pick your order up. We'll work with you to schedule a mutually agreeable time. Once we agree upon a date and your order is picked up, the shipping charges will be credited in full to your payment method. Orders not picked up within fifteen (15) calendar days will be shipped unless other arrangements are mututally agreed upon.
Damage Replacement: Products damaged in transit are fully insured. Please contact us immediately upon reciept of damaged goods so we can work with you and get a replacement to you as quickly as possible. Domestic product returns (transit damage or defective) must be received by us within 15 calendar days of the ship date. Domestic bonsai returns (transit damage) must be received by us within 7 calendar days of the ship date. Defective products are replaced at no charge. In the case of manufacturer shortage, outage, or discontinuance, we will work with you to identify an agreeable substitue. Should no substitute be available, your payment method will be credited for the price paid.
All bonsai are photographed at multiple stages during the packing process for insurance and loss prevention reasons. Damage of bonsai in transit is an exceptionally rare occurance.
Product Returns: Products may be returned in their original packaging, undamaged, unused, and unsoiled within 15 calendar days of ship date for Domestic US. Shipper is responsible for return postage. A credit will be issued to your payment method less original shipping charges and a 10% restocking fee. Because they are out of our care for an extended duration, there are no returns on bonsai, pre-bonsai, or other living plant material except due to transit damage (see Damage Replacement section).