Frequently Asked Question
We believe that providing transparent and helpful information is key to ensuring a seamless experience for our valued customers.
General
How do I order?
You can check out how to order from our Website
here.
How are my plants packed?
You can check out how to order from our Website
here.
Will I get exactly the same plant as in the product photo?
If the product you choose has
“Selected” tag in the
description, then you will be getting the exact plant as pictured,
however, if you see a
“Grower's Choice” Tag on the
product, that means the picture is just a sample photo and not the
exact plant you will be getting.
Shipping costs and estimated shipping times
We calculate shipping costs according to the shipping method you
choose and the shipping provider you select at the checkout page.
For
Kartel's Exclusive, We ship in monthly batches. Dates may differ each month
depending on order volumes, weather, etc. For
Direct Shipment Method:
We will dispatch your plants once all your paperworks is ready.
I don't have any Kartel Daun Hub in my country, can I still order?
Short answer is yes! As long as you have your country Plant Import
Permit, and you have all the paperworks necessary to import, you
can select our
Direct Shipping method to order.
Learn more about
Import Permits
here!
Can I track my order & shipping?
Yes! Once you've finalise your order you can check the process of
your plants on your
Profile Page - Orders.
Can I change my shipping method after I ordered?
Yes, you can change your shipping method even after you paid for
the shipping, on all the conditions listed below:
- The import permit needed by the destination country did not need and did not mention an exact shipping method that we have to follow.
- You request to change the shipping method 7 working days before the expected delivery date mentioned by our sales team and/or written on your invoice.
Or one of the following condition:
- If you have Reserve-based Purchase Contract, you can freely change the shipping method and shipping dates as long as our team hasn't arranged a fixed shipping schedule.
- Force majeure event that are informed by our sales team.
Can I track my order & shipping?
Yes, after your purchase our sales will process the shipment. Once the shipment is arranged and the tracking number from shipping services has been generated, you can check on the shipping services site. We typically use DHL, UPS, or direct air cargo shipment.