FAQ
Below are answers to the most common questions about shopping with Katsura Garden. If you don't find what you're looking for, please contact us at info@katsuragarden.com.
Orders
How do I place an order?
Browse our website, add the items you want to your cart, and proceed to checkout. You will need to provide your shipping information and select a payment method. After placing your order, you will receive an order confirmation email.
Can I modify or cancel my order?
You may request to modify or cancel your order within 2 hours of placing it, provided it has not yet shipped. After 2 hours, your order may enter our fulfillment process and changes may not be possible. To request a modification or cancellation, please email us at info@katsuragarden.com with your order number.
Why was my order cancelled?
We may cancel orders in cases of payment authorization failures, invalid billing or shipping information, pricing errors, out of stock items, or suspected fraud. If your order is cancelled after payment has been processed, you will receive a full refund within 10 business days.
Payment
What payment methods do you accept?
We accept Visa, MasterCard, American Express, Discover, Shop Pay, Apple Pay, Google Pay, and PayPal.
What currency are prices displayed in?
All prices on our website are listed in United States Dollars (USD). The total amount displayed at checkout includes the product price, applicable taxes, and free standard shipping.
Is checkout secure?
Yes. Our website uses SSL encryption to protect your data during checkout. We do not store or have direct access to your full credit card details. All payment processing is handled by PCI-DSS compliant providers.
What should I do if my payment is declined?
Please double-check your billing address, card number, expiry date, and CVV. Ensure your card has sufficient funds. If the issue persists, contact your bank or try a different payment method. You can also try disabling your VPN or using a different browser.
Shipping
Do you offer free shipping?
Yes. We offer free standard shipping on all orders within the contiguous United States. We do not charge handling or processing fees.
Do you ship internationally?
Currently, we only ship to addresses within the contiguous United States. We do not ship to Alaska, Hawaii, U.S. territories, APO/FPO addresses, or international addresses.
How long does shipping take?
Orders are processed within 1 to 3 business days. Estimated delivery time is 4 to 7 business days after shipment. Delivery times are estimates only and may vary due to weather, peak seasons, or carrier delays.
How will I know when my order ships?
Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number and a link to monitor your delivery in real time.
Will my plants and planters ship together?
If your order includes both a plant and a planter, they may ship separately and arrive on different days. You will receive separate tracking information for each shipment.
Live Plants
How are live plants packaged for shipping?
Plants are secured in custom protective packaging with root-zone insulation to maintain temperature and moisture during transit. During extreme heat or cold, we may delay shipping by 1 to 2 business days to protect your plant.
What should I do when my plant arrives?
Open your package within 24 hours of delivery and provide water to your plant. Plants may experience temporary stress during shipping, including drooping, minor leaf loss, or soil displacement. These are normal responses and typically resolve within 1 to 2 weeks with proper care.
Will my plant look exactly like the photos on the website?
Plants are living organisms and naturally vary in size, leaf count, color, and overall appearance. Slight differences between product photos and the plant you receive are expected and normal.
My plant arrived damaged. What should I do?
Please contact us within 48 hours of delivery with clear photographs of the plant and packaging. We will arrange a replacement or full refund. Damage reports received after 48 hours may not be eligible for resolution.
Returns and Refunds
What is your return policy?
You have 30 days from the date of delivery to request a return. All products, including live plants, are eligible for return. Items must be in substantially the same condition as received.
Do I have to pay for return shipping?
No. We cover all return shipping costs. A prepaid return shipping label will be provided at no charge upon authorization of your return.
How long does it take to receive my refund?
Once we receive and inspect your returned item, approved refunds will be issued to your original payment method within 10 business days.
Can I return a live plant?
Yes. Live plants may be returned within 30 days of delivery. Plants must be in substantially the same condition as received. Natural variations in leaf count, color, or growth pattern are normal and do not affect return eligibility.
How do I start a return?
Email us at info@katsuragarden.com with your order number and the reason for your return. We will respond within 24 hours with return instructions and a prepaid shipping label.
Contact
How can I reach you?
Email: info@katsuragarden.com
Phone: +1 (415) 931-6209
What are your business hours?
Monday through Saturday: 10:00 AM to 6:30 PM
Sunday: 11:00 AM to 6:00 PM
All times are Pacific Time (PT).
Where are you located?
Katsura Garden, 1825 Post St #110, San Francisco, CA 94115, United States.