Terms & Conditions

Sarupaning Araceae — Growing Tropical Aroids From Pasundan
 
Last Updated: September 2026
 
Before placing an order, please read and understand our Terms & Shipping Policy carefully.
 
By placing an order with Sarupaning Araceae, you acknowledge that you have read, understood, and agreed to all terms outlined in this document.
 
1. General Information
Shipping live plants internationally involves inherent risks. While we prepare every shipment with export-grade care to minimize these risks, minor cosmetic changes or temporary shipping stress may occur during transit.
 
We stand behind every shipment we send. If you have any concerns about your plant's condition upon arrival, please contact us — we will work with you to find a fair resolution.
 
Order Cancellation Policy
  • An order is considered final once payment has been successfully received.
  • Cancellation requests submitted within 24 hours of placing the order are subject to a 5% cancellation fee.
  • Cancellation requests submitted after 24 hours but before packing are subject to a 10% cancellation fee.
  • Once packing has started or the shipment has been dispatched, the order is non-cancellable and no refund will be issued.
  • If Sarupaning Araceae cancels an order or is unable to supply the ordered products, the customer will receive a full refund with no cancellation fee deducted.
For full details, please refer to our Return & Refund Policy.
 
2. Shipping Options
 
A. Cargo Shipping (Recommended for USA & Canada)
  • Available for shipments to the USA and Canada.
  • Does not require an Import Permit or Green Label from the buyer.
  • Cargo shipments are dispatched approximately twice per month.
  • Shipments are handled in cooperation with our overseas partners, requiring additional transit time for Quality Control and Repacking before final delivery.
  • Based on historical data, this option has the lowest risk of plant damage.
  • For USA domestic delivery, final delivery is handled by USPS Regular Service.
  • Customers may request an upgrade to Next Day Service with additional shipping costs (price depends on destination address).
 
B. DHL Express Shipping
  • Available for all destination countries worldwide.
  • Requires the buyer to prepare and provide:
    • Import Permit
    • Green Label (subject to destination country regulations)
  • Direct shipment from our greenhouse to your address — no transit handling.
  • All import taxes, duties, and customs fees are determined by the courier and local authorities, and are fully the customer's responsibility.
  • We are not responsible for any issues related to these additional charges.
  • If your package is held in transit or delayed, we kindly ask for your assistance in contacting the relevant authorities directly (such as DHL and USDA) at your destination.
  • Return to Origin (RTO) Policy:
    • If an RTO occurs due to our error, you are entitled to a 100% refund of the product price (excluding shipping costs).
    • If an RTO occurs due to reasons not caused by our error (e.g., buyer refused delivery, incorrect address, missing permit, customs rejection), no refund will be issued. The buyer is responsible for all resulting costs.
 
3. Phytosanitary Certificate
Every international shipment includes a Phytosanitary Certificate issued by the Indonesian Agricultural Quarantine Authority (Barantan).
  • A fee of $20 per order applies to all international orders (including those eligible for free shipping).
  • Prior to issuance, all plants undergo a laboratory inspection by the Indonesian Agricultural Quarantine Authority to ensure they are free from pests and diseases.
  • The inspection result (negative or positive) is determined solely by the quarantine authority and cannot be influenced by the seller.
  • A negative result is mandatory for certificate issuance.
  • The process typically takes 1–2 weeks.
 
4. Free Shipping
Take advantage of our free international shipping offer with the following minimum order values:
 
Destination Minimum Order Value
USA $1,000 and above
Canada $1,500 and above
All Other Countries $800 and above
 
Important Notes:
  • Free shipping applies to DHL Express only. Cargo Shipping rates still apply for USA and Canada.
  • The $20 Phytosanitary Certificate fee still applies to all orders, including those eligible for free shipping.
  • Free Cargo Shipping for the USA and Canada is available for up to 20 plants per shipment. Orders exceeding 20 plants will incur additional shipping charges based on our standard shipping rates.
 
5. Damaged Plants Policy
If your plants arrive damaged, please contact us — we take responsibility.
 
Claim Requirements:
  • Clear photos and videos of the damaged plants are required.
  • Send the evidence to:
  • WhatsApp Customer Service: +62 895 3203 21329
  • Email: export@sarupaningaraceae.co.id
  • Claims must be submitted within 24 hours of delivery.
  • Claims are valid only if all requirements are fulfilled.
 
Resolution Options (offered at our discretion):
 
  1. Replacement Plant (Plant Cost Covered by Us)
    • We will send a replacement plant free of charge.
    • The buyer is responsible for the shipping cost of the replacement shipment.
    • This is our preferred solution — we appreciate the opportunity to serve you again.

      2. Partial Refund

    • 50% refund of the plant value (excluding shipping and taxes).
For full details, please refer to our Return & Refund Policy.
 
6. Payment Disputes
If you experience any issue with your order, please contact us first at export@sarupaningaraceae.co.id. We aim to resolve all concerns promptly and fairly.
 
We will respond as soon as your claim is submitted. You always retain the right to open a dispute with your payment provider if we cannot reach a satisfactory resolution.
 
7. Import Regulations & Permits
Import regulations vary by country and may change without notice. It is the buyer's responsibility to verify current import requirements with their local agricultural authority before ordering.
 
The information below is provided for reference only and should not be relied upon as legal advice.
 
Countries That May Require Import Permit (Reference Only):
Canada, Philippines, USA, Saint Vincent and the Grenadines, Dominican Republic, Ukraine, Cambodia, Israel, Zambia, and most African countries.
 
Countries That May Not Require Import Permit (Reference Only):
United Arab Emirates, Kuwait, Oman, Saudi Arabia, Germany, Netherlands, France, Japan, Norway, Maldives, Poland, Slovenia, and most European and Middle Eastern countries.
 
Special Requirements:
  • UK shipments: require an EORI or PICH number.
  • Mexico shipments: must be under a company name.
 
8. Helpful References
More information is available through the following official resources:
 
United States:
Import Permit: https://www.aphis.usda.gov/aphis/resources/sa_epermits/sa_plants/ppq-epermits
Green Labels: https://www.aphis.usda.gov/aphis/ourfocus/planthealth/import-information/permits/plants-and-plant-products-permits/plants-plantproducts-shipping-labels
 
Canada:
https://www.trade.gov/country-commercial-guides/canada-import-requirements-and-documentation
 
United Kingdom & European Union:
https://www.daera-ni.gov.uk/articles/import-and-export-plants
https://www.gov.uk/guidance/import-of-products-animals-food-and-feed-system
https://business.gov.nl/regulation/phytosanitary-inspections/
 
9. Returns
Due to the nature of live plants and international shipping regulations, physical returns are not accepted. All claims are handled through photo/video evidence and resolved via refund or replacement.
 
10. Force Majeure
Sarupaning Araceae is not liable for delays, losses, or damages caused by events beyond our reasonable control, including but not limited to:
  • Natural disasters
  • Government actions or regulatory changes
  • Carrier or logistics disruptions
  • Pandemics or public health emergencies
 
11. Governing Law
These Terms & Shipping Policy are governed by and construed in accordance with the laws of the Republic of Indonesia. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts of Indonesia.
 
12. Policy Updates
Sarupaning Araceae reserves the right to update or modify this Terms & Shipping Policy at any time without prior notice. Changes will be effective immediately upon posting to our website. We encourage customers to review this policy periodically.
 
13. Contact Us
If you have any questions regarding shipping, destination country regulations, or order status, please contact us before placing an order.
  • Email: info@sarupaningaraceae.co.id
  • Export & Claims Email: export@sarupaningaraceae.co.id
  • WhatsApp: +6289674922408
  • Business Hours: Monday–Saturday, 08:00–17:00 WIB (GMT+7)
  • Contact Page: Contact Us
 
Sarupaning Araceae
Subang, West Java, Indonesia
Website: sarupaningaraceae.co.id