Shipping & Returns
Shipping
When:
Shipping of live plants will occur between Tuesday and Friday each week.
How:
Shipping will be via one of the International or National Carriers available within the European Union. We do not ship internationally due to phytosanitary regulations. However, we may provide the product via one our affiliated horticultural partner in the region in question.
All of our plants are shipped in 3,5 liters professional forestry pots, with substract and in a specially developed package of cylindrical shape manufactured in hard carton by Palmpedia that ensures security and comfort to the plant during transportation.This is done both to protect the plant and to reduce shipping expense. Upon receiving your plants, make sure to remove them from their packaging immediately, and provide ample sunlight and water as needed.
Order Processing:
Please allow 1-3 business days for your order to be processed as it takes a fair amount of time to collect the pot, clean, wrap, and box the plants. Additional processing time may be required during Sale or Promotional periods due to above average order volume. We thank you for your patience as we are always working as quickly as possible to pack and ship your orders. We pack our products by hand and take great care to ensure that they arrive at their final destination safely.
Incomplete Addresses and Undeliverable Packages:
Palmpedia is not responsible for packages that are returned to our facility by the Carrier due to incomplete or incorrect address. Please double check the shipping address provided during the checkout process to ensure that your package arrives at its final destination safely.
In order to have your package resent, Palmpedia will charge for the replacement of damaged plants and a new shipping fee. There are no refunds or store credit for plants that are damaged in transit due to Carrier actions. Packages will only be resent once the original package has been returned to Palmpedia.
Use of Freight Forwarders:
Using freight forwarders to circumvent European Union regulations regarding the export of plant matter is strictly prohibited. Palmpedia ships within the European Union. Palmpedia is not responsible for any losses suffered as a result of this illegal behavior.
Returns
RETURNS
We do not offer returns on live plants, but we will do everything we can to ensure your satisfaction. Please contact us with any questions, comments, or concerns by sending an email to info@palmpedia.com
Non-perishable products such as technical tools, substracts, and books may be returned unused, unopened, an undamaged up to 30-days from the receipt of goods. Customers are responsible for the return postage cost. Fragile items need to be packed well with bubble wrap or other protective packing materials to ensure safe delivery. Products returned damaged will not be granted a refund.
CANCELATIONS
ALL ORDERS ARE FINAL AND CANNOT BE CANCELLED FOR ANY REASON. This policy is a result of the multi-day process required to prepare the plants for shipment, which includes cleaning, pruining, wraping and boxing. Orders begin undergoing this process the moment your order is placed. That being said, if you make a request to cancel, and your order has not yet begun the fulfillment process, we will be more than happy to cancel, but this is done at our sole discretion and will be handled on a case by case basis. Please know that we are not in the business of sending plants to customers who do not want them, and will be completely honest with you regarding your order's status. If the plants have been removed from the greenhouse and entered this process, the order will be shipped; if they have not started this process, we will cancel your order.
Damaged or Missing Goods:
We only ship plants that are disease free and of good quality. That being said, we cannot control what happens to your order during transit. If plants arrive damaged due to transit, we will issue a store credit ONLY. As stated above, Refunds are not available on live plants. In order for this to happen, you must contact us within 48 hours of receipt of your order by sending an email to info@palmpedia.com Please provide your order number and photos of the damage, both to the packaging and the plants, along with a photo of the packing slip. Do not dispose of the plants or packaging as the carrier may request their return.
**If you feel that a particular item is missing from your order, we will require photos of the plants that were received, along with a photo of the packing slip. Without these two items, we will not be able to address 'missing item' claims.**
Shipping in Winter, or to Climacteric Adverse Regions:
It is the responsibility of customers residing in areas subject to freezing weather to purchase a heat pack. While heat packs do not guarantee protection from frost, they will help prevent damage from occurring. If you use a heat pack and the weather is not cold enough, a Heat Pack can also be damaging to the plants, so please be sure to only purchase a heat pack if you expect near freezing or below freezing weather.
Palmpedia is not responsible for damage done to plants by freezing or hot weather. We cannot control the weather. Order at your own risk.