Shipping Policy

Permission

Right after you submit the order & contact information, we immediately issue an export permit to the Ministry of Agriculture. This export permit is a compulsory document for phytosanitary requirements. This process usually take 2-3 weeks.

Hygiene assurance

We make sure your plant is free from pest & disease through a laboratory observation and issue the phytosanitary certificate after the inspection.

Phytosanitary document is a compulsory document for all overseas live biota shipping to ensure its hygiene. This process could take up to 7 days.

Shipping

We ship your plant along with the necessary documents with the help of the logistic service.

This process timeline is vary depends on the designated country.

Arrival

Once your plants arrive, please make sure to take care of a just-arrived plant.

Also if you need extra help, we will gladly help you!

1. Buyer MUST provide an active phone number, many delivery failures are due to the unreachable buyer.
2. The longest shipping duration most likely due to the customs process please call the vendors due to the shipping delay issue.
3. Shipping vendors used are DHL Express.
4. Nusaplant is not liable for any damage caused by the Custom in the designated country.

 Shipping to the USA

Shipping over 12 pcs of plants to the USA required an import permit. If your plant order is above 12 pcs. Please submit your import permit to our email

For more information for Import Permit details please go to this site:

https://www.aphis.usda.gov/aphis/ourfocus/importexport

ETA: 6 - 10 days

Shipping to Canada

The buyer is required to provide an import permit for shipping to Canada. Please submit your import permit to our email

ETA: 6 - 14 days

Shipping to the UK (and some European countries)

The buyer is required to provide a PEACH document (Procedure for Electronic Application for Certificates) from the UK government. For more information please go to this site:

https://www.gov.uk/guidance/using-the-peach-system-to-import-plants-and-fresh-produce

ETA: 6 - 14 days

Shipping to Europe

Many countries in Europe have different regulations, kindly take a look at your local authority for plant import information.

ETA: 6 - 14 days

Shipping to Singapore

Shipping over 3 pcs required as an import permit. Please submit your import permit to our email

For more information for Import Permit details please go to this site:

https://www.nparks.gov.sg/services/plant-health-services/bringing-plants-and-plant-products-into-singapore

ETA: <7 days

Shipping to Philippine

Shipping over 3 pcs required as an import permit. Please submit your import permit to our email

For more information for Import Permit details please go to this site:

https://www.pntr.gov.ph/fresh-or-dried-in-other-form/

ETA: <10 days

Shipping to Thailand

ETA: <5 days. At a good rate, it can arrive in 1 day.

For other countries

please check the customs or ministry of Agriculture policy in your country. Nusaplant will assist you with this particular process

*ETA (estimated time of arrival) of the plant shipping is the estimated time required for the shipping vendors after we sent it

For custom clearance

Some regions require taxes to be paid by the buyer for customs clearance, the amount depends on the destination country. Customs will retain the plants if it is not fulfilled, please check & fulfill the request from the custom in your country, which is usually sent by email

We have a 3-day return policy, which means you have 3 days after receiving your item to request a return.

To be eligible for a return, please provide a clear photo or video as proof of the damaged plant with the phytosanitary or proof of purchase.

You can always contact us for any return question at tiwi@nusaplant.com or whatsapp +62 857-7711-1777

You will be given 2 options for your damaged plant:

• Partial Refund, up to 70% from the initial price, depending on the damages
• Reship, we will resend the plants one time only to the customers. Shipping costs are borne by the buyer, due to damage in shipping being part of the risk of buying live plants.

Refunds are only available for plants that have been completely damaged. (leaves, stems, and roots). Leaves only damaged plants will not be refunded. The buyer is prohibited from reporting complaints to any media. The warranty is void if the buyer does a negative campaign.

Leaves damage is common for the plant to be 'tortured' due to shipping across nations, however, worries not, with the right treatment, your plant will recover before you know it. You can follow our standard procedures here to help your plant to recover, please contact us for the plant care guide from our horticulturist.

Warranty void if the package retains by the custom by more than 3 (three) days.