Question 1

I just got my order. What is the first thing I should do?

Accepted Answer

Open your package immediately, remove any wrappings that were used for shipping. Give your tree immediate exposure to sunlight, and water the soil until it no longer appears dry.

Question 2

How do I take care of my Bonsai?

Accepted Answer

Visit the Workshop for bonsai care instructions and tutorials!

Question 3

How are your items priced?

Accepted Answer

Each bonsai tree is priced based on their age. Older plants are more expensive due to their availability and also because they are heavier to ship. We already include shipping and sales tax in the price so there are no surprise fees in your purchase.

Question 4

Can you ship products to Alaska, Hawaii, and U.S. Territories?"

Accepted Answer

Yes, we can ship to anywhere to any State or territory in the United States!

Question 5

Can you ship internationally?

Accepted Answer

Unfortunately we do not ship our products internationally. U.S. regulations do not allow shipping living items to foreign countries. We are currently working on our policy to internationally ship supplies and accessories.

Question 6

Do you still ship live plants when it's very cold or very hot outside?

Accepted Answer

Yes, we will ship orders year-round.
 
During cold seasons we will ship all live products with an insulated heat pad to ensure your tree arrrives safe and sound.
 
During the hot seasons we give the tree plenty of water beforehand and plastic wrap it so your tree arrives nourished.

Question 7

How long does shipping take?

Accepted Answer

Normally packages take 5 days to arrive from the time you placed your order. Usually it takes 3 days to process your order, and 2 days to arrive. However, understand that shipping may take a little longer depending on circumstances beyond our control such as weather and your relative location to the east coast. You will receive emails notifying you when the item has shipped.

Question 8

An item was broken when it arrived, can you replace it?"

Accepted Answer

All of our products are packed carefully to prevent breakage. However, if you discovered that a non-living product (e.g. pot, shears) has been damaged during shipping, send us an email with an image of your broken item in the box within 5 business days.
 
Upon receiving your email, we will verify that the product was damaged and send you a replacement free of charge.

Question 9

My tree lost leaves when it arrived. What happened?

Accepted Answer

Your tree is almost certainly still alive, but experienced a state of shock. Understand that being in a shipping container with no sunlight and varying temperatures is not ideal for a living plant. This is why you should remove your plant from the shipping container immediately once you receive it.
 
If you believe your tree has died due to transit, please refer to the following question.

Question 10

My tree died! Can you replace it?

Accepted Answer

We will do everything within our power to ensure that your tree arrives at your doorstep alive and healthy. If you think your tree has died due to shipping conditions or anything on our end, send us an email within 5 business days including pictures of your tree's current state. We will work with you on a case-by-case basis to ensure you get a healthy tree at no additional cost.
 
Barring the above circumstance, please understand that the well-being of your tree is your responsibility once it is confirmed to be in healthy condition. Therefore, we cannot provide any replacements beyond the initial week of receival.

Question 11

If I am not satisfied with my purchase, can I return it or get a replacement?"

Accepted Answer

If your item is not broken or unhealthy, but you are dissatisfied with your purchase, we want to make it right! Send us an email within 5 business days with a description of the problem and a picture. We will send a free shipping label so you can return the item. Note that a 25% restocking fee will be taken out of your refund once the return is received.
 
Please follow all instructions when communicating with us to make sure that the tree or item is returned to us in the original state.
 
Due to logistical reasons we do not handle exchanges, however, you may purchase a new product from our page.

WORKSHOP

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