Frequently Asked Questions

Section 1: Ordering & Payment

Q: How do I place an order?
A: Browse our collection, add plants to your cart, and complete checkout with PayPal. You'll receive an order confirmation email immediately after payment.

Q: Do you accept international payments?
A: Yes, we accept PayPal from customers worldwide. All transactions are processed in USD.

Q: Can I cancel my order?
A: Yes, with conditions:
  • Within 24 hours of placing the order → 5% cancellation fee
  • After 24 hours but before packing → 10% cancellation fee
  • Once packing has started → order is non-cancellable
  • If we cancel your order, you'll receive a full refund with no fee.

Q: Can I modify my order after placing it?
A: Plant changes are possible before the laboratory inspection process begins. Contact us via WhatsApp (+62)895320321329) or email info@sarupaningaraceae.co.id as soon as possible.

Section 2: Shipping & Delivery

Q: Do you ship internationally?
A: Yes, we ship worldwide via DHL Express and Cargo (USA & Canada only). We deliver to 50+ countries including USA, Canada, Europe, Asia, and Australia.

Q: What's the difference between Cargo Shipping and DHL Express?


Q: How much does shipping cost?
DHL Express (flat rates):
  • USA: $50
  • Asia: $60
  • Europe: $65
  • South America: $165

Cargo Shipping:
  • USA: $50 flat
  • Canada: $25–$30 per plant (depending on quantity)
  • Phytosanitary Certificate: $20 per order (applies to all international orders, including free shipping).

Q: Do you offer free shipping?
A: Yes, free DHL Express shipping applies:
  • USA: orders $1,000+
  • Canada: orders $1,500+
  • Other countries: orders $800+
Free Cargo Shipping for USA & Canada is available for up to 20 plants per shipment. The $20 Phytosanitary fee still applies.

Q: How long does processing take?
A: Processing takes 7–14 business days (plant preparation, laboratory inspection, phytosanitary certificate, packing). Packing typically begins 2–3 business days after order confirmation.

Q: How long does delivery take?
A: Average transit is 3–5 business days after dispatch. Delays may occur due to customs, weather, or courier handling.

Q: Do you provide tracking?
A: Yes, all international orders include tracking. You'll receive your tracking number via email once shipped.

Section 3: Phytosanitary Certificate

Q: Is a Phytosanitary Certificate included?
A: Yes, every international order includes a Phytosanitary Certificate issued by the Indonesian Agricultural Quarantine Agency (Barantan) for $20 per order.

Q: What is a Phytosanitary Certificate?
A: An official document confirming your plants are free from pests and diseases. Required by most countries for live plant imports.

Q: How long does the certificate take?
A: The process typically takes 1–2 weeks, including laboratory inspection by Indonesian quarantine authorities.

Section 4: Import Permits & Customs

Q: Do I need an Import Permit?
A: It depends on your country:
  • DHL Express to USA: USDA APHIS Import Permit may be required
  • DHL Express to Canada: Import Permit required
  • Cargo Shipping to USA/Canada: No Import Permit required
  • Other countries: Check with your local agricultural authority

Q: Who handles customs clearance?
A: For DHL Express, the buyer is responsible for import permits, customs processes, duties, and taxes. We handle all export documentation from Indonesia.

Q: What if customs confiscates my package?
A: We are not responsible for confiscation or destruction by customs due to missing permits or non-compliance with local regulations. No refund will be issued in such cases.

Q: What about import duties and taxes?
A: Buyers may be subject to import duties (typically 5–15% of declared value), depending on destination country. These are the buyer's responsibility.

Section 5: Plant Condition & DOA Claims

Q: What if my plant arrives damaged or dead?
A: Claims (DOA — Dead on Arrival) are accepted if:
  • The plant arrives severely damaged or dead
  • You submit photos/videos within 24 hours of delivery
  • Photos include: plant condition, shipping box, and shipping label

Q: What resolution options are available?
A: If a claim is approved, we offer one of the following at our discretion:
  • Replacement plant — we cover the plant cost; you cover replacement shipping
  • Partial refund — 50% of the plant value (excluding shipping & taxes)

Q: Do you accept claims for minor damage?
A: No. We don't accept claims for:
  • Minor cosmetic damage (small scratches, leaf tears, spots)
  • Temporary shipping stress (yellowing leaves, leaf drop, dehydration)
  • Root disturbance or media shifting during transit

Q: Do you cover shipping stress?
A: No. Temporary stress (yellowing, leaf drop, dehydration) is considered normal for live plant shipping and is not covered.

Q: What if my package is lost in transit?
A: We'll coordinate with the courier to file a claim. Replacement or refund will be issued upon courier confirmation. Process takes 14–30 business days.

Section 6: Refunds & Cancellations

Q: What is your refund policy?
A: Refunds are governed by our Return & Refund Policy:
  • Cancellation: 24 hours (5% fee) or before packing (10% fee)
  • DOA: 50% refund or replacement plant
  • Shipping fees are non-refundable

Q: Can I get a full refund?
A: Full refunds are issued only if:
  • We cancel your order or cannot supply the products
  • RTO (Return to Origin) occurs due to our error

Q: How long do refunds take?
A: Refunds are processed to the original payment method after deducting applicable fees. Processing time depends on your payment provider (typically 5–10 business days).

Q: What if I refuse delivery?
A: If you refuse delivery or provide an incorrect address, no refund or replacement will be provided.

Section 7: Non-Covered Situations

Q: What situations are NOT covered by refunds?
A: The following are not covered:
  • Customs confiscation or destruction due to missing permits
  • Damage from weather conditions
  • Improper handling or care after delivery
  • Failure to comply with local import regulations
  • Refused delivery or incorrect address
  • Minor cosmetic damage or temporary shipping stress

Q: What if I don't have an Import Permit?
A: For DHL Express to Canada and some other countries, an Import Permit is required before shipping. Without it, the order cannot be shipped. Contact us before ordering.

Section 8: Plant Care

Q: How do I care for my plant after arrival?
A: Allow 3–7 days to acclimate before repotting. Place in bright indirect light, maintain 60–80% humidity, and water when the top 1–2 cm of soil is dry. Avoid direct sunlight.

Q: What if my plant shows stress after arrival?
A: Yellowing leaves, leaf drop, or dehydration are normal shipping stress and not covered by claims. With proper care, plants typically recover within 1–2 weeks.

Q: Do you provide care instructions?
A: Yes, every order includes basic care instructions. You can also visit our Care Guide page for detailed guidance.


Section 9: Support & Contact


Q: How do I contact you?
A:
Email: info@sarupaningaraceae.co.id
Export & Claims: export@sarupaningaraceae.co.id
WhatsApp: +62 895 3203 21329
Business Hours: Monday–Saturday, 08:00–17:00 WIB (GMT+7)

Q: How fast do you respond?
A: We respond within 24–48 hours on business days. For urgent matters, WhatsApp is the fastest channel.

Q: Can I speak with the store owner?
A: Yes, our owner handles customer inquiries personally. Contact us via WhatsApp or email, and we'll arrange a conversation.

Section 10: Policies & Legal

Q: Where can I read your full policies?
A:
Q: Do you accept wholesale orders?
A: Yes, for wholesale inquiries contact us via email or WhatsApp. We'll discuss availability, pricing, and logistics.

Q: Can I visit your nursery?
A: Our nursery is in Subang, West Java, Indonesia. Serious collectors can arrange a visit by contacting us in advance.