Shipping Policy
At Katsura Garden, we are committed to delivering your orders safely and efficiently. This Shipping Policy outlines the terms and conditions related to shipping, delivery, and handling of your orders. By placing an order with us, you agree to the terms set forth in this Shipping Policy.
1. Shipping Coverage
We currently ship to addresses within the contiguous United States only. We do not offer international shipping, APO/FPO addresses, or shipments to Alaska, Hawaii, or U.S. territories at this time.
- Free Standard Shipping: All orders qualify for free standard shipping with no minimum purchase required.
- No Hidden Fees: We do not charge any handling or processing fees. Taxes (if applicable) are calculated at checkout based on your delivery address.
2. Order Processing Time
We process orders as quickly as possible.
- Handling Time: 1 to 3 business days
- Order Cut-Off Time: 12:00 PM (Noon) Pacific Time daily
Orders placed before the daily cut-off time are typically prepared and ready for carrier pickup by the next business morning. Orders placed after the cut-off time will begin processing on the next business day.
Weekend and Holiday Orders: Orders placed on weekends or public holidays may be processed on the next business day.
Order Confirmation: After your order is placed, you will receive an order confirmation email. A shipping confirmation email with tracking information will be sent once your order has been dispatched.
3. Estimated Delivery Time
Estimated delivery time depends on your location and the carrier.
- Standard Shipping (Estimated): 4 to 7 business days after shipment
Delivery time is calculated from the shipping date, not the purchase date. Delivery times are estimates only and may vary due to peak seasons or carrier delays beyond our control.
4. Live Plant Shipping
As a specialist in live plants, we take extra care to ensure your plants arrive healthy and thriving.
- Packaging: Plants are secured in custom protective packaging with root-zone insulation to maintain temperature and moisture during transit.
- Weather Delays: During extreme heat (above 95 degrees F) or cold (below 32 degrees F), we may delay shipping by 1 to 2 business days to protect the health of your plants. You will be notified by email if your shipment is delayed due to weather conditions.
- Planter Orders: 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.
- Upon Arrival: We recommend opening your package within 24 hours of delivery and providing water to your plant. Live plants benefit from being acclimated to their new environment gradually.
5. Carriers
We ship using reputable carriers such as USPS, UPS, or FedEx depending on your location and the size of your order.
6. Order Tracking
Once your package is on its way, you will receive a shipping confirmation email containing a tracking number and a link to monitor your delivery in real time.
If you have not received a tracking number or shipping confirmation email within 5 business days of placing your order, please contact us.
7. Address Accuracy
Please double-check your shipping address before completing your purchase. If you notice an error after placing your order, contact us within 2 hours of placing your order. After 2 hours, your order may enter our fulfillment process and changes may not be possible. If your order has already shipped, you will need to follow our Refunds and Returns Policy to return the items for a refund.
8. Order Modifications
If you need to modify or cancel your order, please contact us within 2 hours of placing your order. After 2 hours, your order may enter our fulfillment process and changes may not be possible. If your order has already shipped, you will need to follow our Refunds and Returns Policy to return the items for a refund.
9. Delivery Attempts
Our shipping carriers will attempt delivery to the address provided at checkout. If delivery is unsuccessful, the carrier may leave a notice with instructions for re-delivery or pickup.
It is your responsibility to ensure that the delivery address is correct and that someone is available to receive the package or to pick it up from the designated location. We are not responsible for packages that cannot be delivered due to incorrect or incomplete addresses provided by the customer.
10. Delays and Force Majeure
We are not liable for shipping and delivery delays caused by:
- Shipping carrier delays or errors
- Weather events or natural disasters
- Events outside our control (force majeure)
If your order is significantly delayed, please contact us and we will work with the carrier to assist.
11. Lost or Damaged Packages
Lost Packages
If your package has not been delivered within the estimated delivery window, please contact us. We will work with the carrier to help resolve the issue.
Damaged Packages
If your order arrives damaged, please keep the original packaging and all materials, take clear photos of the damaged item(s) and packaging, and contact us within 3 days of delivery. We will work with you to resolve the issue, which may include sending a replacement or issuing a refund.
Live Plant Damage
If your live plant arrives damaged or in poor condition, please contact us within 48 hours of delivery with photographs of the plant and packaging. We will arrange a replacement or full refund. Due to the living nature of our products, damage reports received after 48 hours may not be eligible for resolution.
12. Multiple Items and Partial Shipments
If your order contains multiple items, they may be shipped separately and arrive on different days. You will receive a shipping confirmation email for each shipment. There are no additional shipping charges for partial shipments unless otherwise stated at checkout.
13. Contact Us
If you have any questions regarding your shipment, 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)