Shipping & Returns
Shipping Policy
YuPlant ships live plants internationally from Thailand. Please read this policy before placing your order.
ORDER AND PLANT CONFIRMATION
Plants naturally change as they grow, so their appearance may differ slightly from the listing photos. Before your order is finalized, we will send updated photos of the actual plant for your review and confirmation.
SHIPPING METHODS AND COSTS
Customers may choose shipping by Dragon Courier or air cargo. Shipping costs are calculated according to the destination, parcel size, weight and selected shipping method. A shipping quotation will be provided for approval before the order is finalized.
PLANT PREPARATION
Plants are carefully inspected, cleaned and prepared bare-root with moist moss around the roots. We pack each plant securely to help protect it during international transit.
A phytosanitary certificate is included FREE of charge with every international live-plant shipment.
IMPORT REQUIREMENTS
Import regulations vary by country and plant species. Customers are responsible for checking whether an import permit, special declaration or other documentation is required in their destination country.
Where additional documents are required, customers must provide the correct information or permits before shipment. YuPlant cannot guarantee entry into a destination country or be responsible for customs refusal, confiscation or destruction resulting from prohibited plants, missing customer-provided permits or local import restrictions.
CUSTOMS, TAXES AND FEES
Import duties, taxes, inspection charges, storage fees and other destination-country charges are the customer’s responsibility unless the selected shipping service specifically states that these costs are included.
DISPATCH AND DELIVERY
The dispatch date will be confirmed after the plant, shipping method and required documents have been approved. Delivery times are estimates only and may be affected by flight schedules, customs inspections, quarantine procedures, weather, public holidays or other circumstances outside YuPlant’s control.
Tracking or shipment details will be provided when available. Customers should monitor the shipment and arrange prompt collection or receipt upon arrival.
LIVE-PLANT SHIPPING
International shipping can cause temporary plant stress, including drooping, yellowing, minor leaf damage or leaf loss. These natural shipping effects do not necessarily indicate that the plant is unhealthy.
Please verify your name, delivery address, telephone number and email before shipment. Changes may not be possible after the shipment has been booked or exported.
PROBLEMS ON ARRIVAL
If your package arrives damaged or there is a problem with the plant, contact YuPlant immediately and provide clear photos of the package, shipping label, packing materials and plant. An unboxing video is recommended to help us review the condition of the shipment.
Return & Exchange Policy
RETURN & EXCHANGE POLICY
Because live plants are perishable and subject to international biosecurity regulations, returns and exchanges are handled differently from ordinary products.
CHANGE-OF-MIND RETURNS
We do not accept returns or exchanges for change of mind after an order has been confirmed, where permitted by applicable law. Please review the updated photos, plant details and shipping method carefully before confirming your order.
ORDER CANCELLATIONS
You may request a cancellation before giving final approval of the updated plant photos. Once the plant has been approved and export documentation, packing or shipping arrangements have begun, cancellation may no longer be possible.
Any costs already incurred for documentation, packing or transportation may be non-refundable, subject to applicable consumer law.
ELIGIBLE CLAIMS
Please contact YuPlant if:
• The plant arrives dead or severely damaged
• You receive the wrong plant
• A plant is missing from your order
• The shipment is materially different from what was confirmed
Report the problem within 24 hours of delivery so we can accurately assess its condition during transit.
CLAIM EVIDENCE
Please provide:
• Your name and order number
• Clear photos of the unopened package and shipping label
• Photos of the packing materials and the entire plant
• Close-up photos of the damaged areas
• An unedited unboxing video, if available
Do not discard the plant or packaging until we have completed our review.
NORMAL SHIPPING STRESS
International shipping may cause temporary stress, including drooping, yellowing, minor leaf damage, leaf loss, moisture loss or minor root damage. These conditions do not automatically qualify for a refund when the plant remains viable and capable of recovery.
CLAIMS MAY NOT BE COVERED WHEN DAMAGE RESULTS FROM:
• An incorrect or incomplete delivery address supplied by the customer
• Failure to collect or receive the shipment promptly
• Customs delays, quarantine procedures or destination-country restrictions outside YuPlant’s control
• Missing import permits or documents the customer was responsible for providing
• Improper unpacking, delayed acclimation or unsuitable care after delivery
• Natural changes in plant growth after the customer approved the updated photos
RESOLUTIONS
Approved claims will be reviewed individually. Depending on the circumstances and product availability, the resolution may include a replacement plant, store credit, partial refund or full refund for the affected plant.
A replacement of the same species, size or variegation cannot be guaranteed because each plant is unique and availability changes over time.
Shipping charges, customs fees and third-party costs are refundable only when required by applicable law or when the issue resulted from an error by YuPlant.
RETURNING LIVE PLANTS
Do not return a plant without written authorization from YuPlant. Unauthorized international plant returns may violate import, export or quarantine requirements and may not be accepted.
Nothing in this policy limits any mandatory consumer rights that apply in the customer’s country.