FAQ

 

Where do you deliver to?  
We deliver nationwide. We offer free shipping for Auckland, North Island (orders over $50) & South Islands (orders over $75) - this does not apply for Rural areas. 

 

 

How long might it take for my order to arrive? 
We pride ourselves in preparing and packing your orders quickly. We ship plants to South Island on Monday/Tuesday in Winter.. Every order received after 11am on Tuesday onwards will be shipped on the following Monday morning. For North Island, we ship plants on Monday to Wednesday in Winter.. Every order received after 11
am on Wednesday onwards will be shipped on the following Monday morning. This is to ensure that plants don’t get caught in a cold and dark warehouse over the weekend. 

Our plants usually arrive to you in 1-4 days. However, it may depend on how busy the courier companies are & if you live in a rural area. Once the orders are dispatched, you will receive a tracking number. If you have a big order, they may arrive in separate packages and at variable times.  

We’ve noticed that Auckland orders often take a bit more time to arrive than the other North Island parcels. This is likely because of the amount of parcels to organise for the courier companies. 

Which courier company do you use? 
Our courier supplier is Aramex or Go Sweet Spot. Your order can be sent via Castle Parcels, Post Haste, NZ Courier or Aramex. 

What if my plant is lost in transit?  
We don’t take any responsibilities once the parcel has been shipped and Exotic Planters is not liable for losses. You will need to contact the courier company yourself with the tracking number that we provided you. Also, we are not responsible for packages that are left at the post office. 

In saying that we will do our most to help and guide you should your package seem lost. 

What if my plant is damaged in transit?  
All plants are handpicked, guaranteed to be disease free, premium quality & packed with love. Sadly, couriers and plants don’t always work well together. Please note a damaged or bruised leaf or two & soil displacement does not qualify for a damaged plant. Simply, remove the damaged leaves and return the missing soil to the plant. 
 
If your plants arrive damaged, please contact us within 24 hours following these steps:  

  1. Email info@exoticplanters.co.nz  

  2. Description of the issue 

  3. Order number 

  4. Photos of damage to the packaging  

  5. Photos of damage to the plants 
     

Without these steps, we won’t be able to review your case. In cases where the plants need to be returned, please return them in the carton they arrived.  

Please note, we address each request on a case by case basis and all exchanges, credit & refunds are at our sole discretion. 

Can I return or exchange my plants? 
Unfortunately, we do not offer any returns on live plants. All orders are final. Exotic Planters does not accept refund or exchanges, due to the fragile nature of plants. 

Is the plant in the photo the ones I will receive? 
Most likely no, unless specifically stated in the production description (grown in house from cuttings) & plants with a specific number. Otherwise, it would be time consuming to continually keep taking photos of each individual plant.  

For plants that are not individually pictured we usually choose the most ‘ugly/small/ of the batch and picture this one so there is no disappointment when you receive your plant. 

I am a retailer; can I buy Exotic Planters products at wholesale? 
Sadly, we don’t do wholesale.  

Do you sell gift cards? 
While we do not sell gift cards, our most popular gift is to buy a plant and a pot. If you are not sure what is the best plant to buy, please get in touch with us and we will guide you.  

Can I request a private message in the package for a birthday or other event?  
If you order is for a special occasion, we can print a special message to go in your order.  You will need to let us know by adding a note to your order. If you send us a private message, it might be too late as we are processing the orders fast.


 

Please dont hesitate to contact us, if you have any others questions.