Payment Policy

At Katsura Garden, we want your checkout experience to be simple, secure, and transparent. This Payment Policy explains the accepted payment methods, how transactions are processed, and what to do if you encounter any issues with a payment.

1. Accepted Payment Methods

We accept the following payment methods at checkout:

  • Credit and Debit Cards: Visa, MasterCard, American Express, and Discover
  • Digital Wallets: Shop Pay, Apple Pay, Google Pay
  • PayPal

All transactions are processed securely through Shopify Payments and our partnered payment providers.

2. Currency

All prices on our website are displayed and charged in United States Dollars (USD). If you are purchasing from outside the United States, your bank or payment provider may apply currency conversion fees at their own exchange rate.

3. Payment Processing

Payment is collected at the time you place your order. Your order will not be processed until payment has been successfully authorized and captured.

In rare cases, payment authorization may fail due to bank security measures, insufficient funds, or incorrect card details. If this occurs, your order will not be placed and no charge will be made to your account.

4. Security

All payment transactions are protected by industry-standard SSL encryption. We do not store your full credit card number on our servers. Payment information is processed directly by our payment providers (Shopify Payments, PayPal) in compliance with PCI-DSS standards.

5. Payment Issues and Troubleshooting

If your payment fails or is declined, please try the following:

  • Double-check that your billing address, card number, expiry date, and CVV are entered correctly
  • Ensure your card has sufficient funds or available credit
  • Contact your bank or card issuer to confirm whether the transaction was blocked for security reasons
  • Try a different payment method (another card, PayPal, Apple Pay, Google Pay, etc.)
  • Disable VPN or try a different browser or device if the checkout page is not loading properly

Pending and Temporary Authorization Holds

In some cases, your bank or payment provider may place a temporary authorization hold (shown as "pending") even if the payment does not complete successfully. These holds usually last within 3 to 10 business days depending on the issuer. If you believe a hold is taking too long to release, please contact your bank for assistance.

Duplicate Charges

If you believe you were charged more than once, please contact us immediately with your order number if available and a screenshot of the transaction(s) or receipt(s). We aim to respond within 24 hours.

6. Order Modifications and Cancellations

Modifications

If you want to modify your order, you will need to provide your order number. If your order has already shipped, you will need to follow our Refunds and Returns Policy to return the items for a refund.

Order Cancellation by Katsura Garden

We reserve the right to cancel orders in the following circumstances:

  • Payment cannot be verified or authorization fails
  • Billing or shipping information appears invalid or fraudulent
  • Items are out of stock or discontinued
  • Pricing errors are identified
  • Unusual order patterns or suspected fraud

If we cancel your order after payment has been processed, you will receive a full refund to your original payment method within 10 business days.

7. Shipping Costs

We offer free standard shipping on all orders. We do not charge any handling or processing fees.

For live plants, orders may experience brief delays during extreme weather conditions to protect the health of your plants during transit. You will be notified by email if your shipment is delayed.

8. Contact Information

If you have any questions regarding payment or need assistance with a transaction, please contact us:

Katsura Garden
Email: info@katsuragarden.com
Phone: +1 (415) 931-6209
Address: 1825 Post St #110, San Francisco, CA 94115, United States
Business Hours: Mon - Sat 10:00 AM - 6:30 PM, Sun 11:00 AM - 6:00 PM (Pacific Time)