Frequently Asked Questions

Yes! We ship plants worldwide to most countries via our courier partners (mainly DHL Express). Shipping charges and a phytosanitary certificate fee (for export documentation) are added at checkout.

Important: Every country has its own import rules. Before ordering, please check your local regulations (import permits, quarantine requirements, etc.) to avoid delays or issues.

We ship globally – including North America, Europe, Asia, and more. For example: USA, Canada, UK, Germany, Netherlands, Singapore, Thailand, Philippines, and many others.

If your country is not shown at checkout, just contact us to confirm. (Remember, some destinations require special permits or may charge import duties.)

For most orders, we use DHL Express (it's fast and reliable). For very large or wholesale orders (typically 30 kg or more), we can arrange air cargo to save cost.

Your available shipping methods will appear at checkout. In rare cases, we may also use other couriers (like UPS or EMS) depending on the destination.

We take great care to pack plants securely:

• Sterilized media: Roots are wrapped in sterilized cocopeat or sphagnum moss to protect them.
• Secure potting: Potted plants are anchored so the pot won't tip, and unpotted plants (bare-root or mounted) are wrapped and cushioned.
• Protective outer packaging: Plants are placed in sturdy, export-grade boxes with cushioning paper.
• Temperature protection: If you add cold-weather protection, we include insulated liners or heat packs in the box.

These measures help ensure your plants arrive healthy. (We can tailor packaging if you have specific requests; just let us know.)

If your plants will travel through cold temperatures (below about 5°C / 40°F), we recommend adding a Heat Pack or cold-weather kit.

This extra insulation gently warms the plants during transit. It’s an extra cost but can be well worth it in winter or in very cold regions.

Yes. As soon as we ship your plants, you’ll get a tracking number (usually via email). Use that number on the DHL (or carrier’s) website to follow the delivery.

We also send an email or SMS notification when the package is out for delivery, and a confirmation when it arrives.

• Order processing: We need time to prepare the plants and paperwork. Typically this takes about 1–3 weeks (around 5–15 business days). We perform lab tests and issue export permits and phytosanitary certificates. Busy season or complex orders can take a little longer.
• Transit time: Once shipped, DHL Express usually takes around 4–7 business days to deliver to most countries. (For example, packages to the US or Europe often arrive within a week of dispatch).

All told, expect about 2–4 weeks from payment to delivery. We’ll keep you updated by email throughout the process, and you can use the tracking number to see real-time status.

Note for U.S. customers: The USDA may inspect shipments; if your package is examined on a Friday, it typically clears by Monday. Also, there is a daily detention fee (around USD 31/day after 3 days) if plants are held, which would be charged to the buyer.

Shipping costs depend on destination and weight. Here are some typical flat-rate examples (for small to medium orders):

• Asia (e.g. Singapore, Malaysia): ~USD $40 per order
• USA & Canada: ~USD $60 per order
• Europe (e.g. UK, Germany): ~USD $80 per order

(These are approximate and up to a few kilograms of plants. Exact costs will be calculated at checkout).

We also offer free shipping worldwide on orders over USD $1,000. If your order qualifies, the shipping charge is waived automatically at checkout.

If you need to update your address, contact us immediately. We can change it only if the order has not yet shipped.

Once the package is on its way, the address cannot be changed, so please double-check before finalizing your order.

There is no minimum order, you can buy as few as one plant. The only limits are local import regulations and our stock. For example, the U.S. allows up to 12 plants per shipment (with USDA approval); larger orders to the U.S. require an import permit.

Every other country has its own rules, so check what’s allowed in your country. (As a reminder, orders over $1,000 USD automatically ship free).

We prepare all required documents, but customs clearance is ultimately up to the destination country’s authorities. If your shipment is held, delayed, or even returned by customs, the buyer is responsible for any fees (detention, handling, fines) and a reshipment.

To avoid this, ensure you have any necessary import permits and are prepared to pay duties. Unfortunately, we cannot refund or replace plants if customs seizes them.

Our website images are representative. Each plant is unique: colors, patterns, and size can vary with natural growth.

We guarantee you'll get a plant of the same variety in healthy condition, but expect slight differences in shape or leaf coloration. We carefully select plants to match the pictures as closely as possible, but remember they're living specimens.

Stock status is shown on our website. If a plant is sold out, the page will indicate this.

We restock frequently (often on Fridays). You can also email us to ask about future availability. We don't charge to notify you when an item restocks – just let us know which plant you're looking for.

Yes! Our main nursery is in Lembang, West Java, Indonesia (40391). You're welcome to visit by appointment.

We also partner with a few international showrooms (for example, in the USA and Europe) where you can see some of our plants. Please contact us in advance to arrange a tour or visit. We love showing customers around our greenhouse and sharing how we grow our plants!

We primarily sell online, but we do have a retail outlet at our nursery in Lembang, Indonesia. There, visitors can browse plants in person.

Additionally, we sometimes participate in plant fairs or pop-up events worldwide. Follow our updates for any upcoming events or store openings in your area.

Shipping can stress plants a bit, so here’s how to help them recover:

• Unpack carefully: Remove all packing materials (paper, tape, etc.) gently.
• Inspect and clean: Check for broken pots, damaged leaves, or pests. Trim off any dead or mushy parts with clean scissors.
• Place thoughtfully: Put your plant in a location with bright, indirect light and stable temperatures (avoid drafts or extreme heat/cold). Keep them away from direct harsh sun for the first few days.
• Water lightly: We usually ship plants with moist (not soaking) roots. Water only if the soil is almost dry. New arrivals often need less water until they settle in.
• Acclimate gradually: Especially for tropical or tissue-culture plants, slowly adjust them to your home’s humidity and light. (We include a QR code or care note with instructions for tissue-culture plants.)

Most plants will perk up within a few days or weeks. Some yellowing or slight wilting on arrival is normal. If new leaves emerge green, your plant is on the road to recovery!

Yes, it’s quite common. Traveling and temperature changes can shock plants. If you see one or two yellow/brown leaves, trim them off. Otherwise, give the plant a week or so to adjust in good conditions (proper light, temperature, and moisture).

Don’t worry – most plants recover quickly after a little care.

Tissue-cultured plants need special care initially. We provide a care guide (often via a QR code included with your order). Generally: keep them in a high-humidity environment at first (like a clear plastic bag or covered terrarium) and gradually expose them to normal room humidity over 1–2 weeks. Let them experience bright but indirect light.

If you have any questions, email us – we’re happy to walk you through it.

All plants are inspected and tested in our nursery before shipping, so we only ship healthy, pest-free plants.

However, if you notice any pests or disease when you receive your plant, please let us know immediately. We’ll advise how to treat it or make it right.

If a plant arrives in poor condition, please contact us within 3 days of delivery with clear photos of the issue and your order number. Depending on the situation, we offer:

• Replacements: We'll send a new plant to replace the damaged one (usually with your next order or as a separate shipment). A small reship fee and phytosanitary certificate fee of about $70 may apply unless we agree to waive it.
• Store credit or discount: If you prefer, we can offer a partial credit or discount on a future order.
• Refund: If a plant is irreparably damaged, we can issue a partial refund (typically up to 70% of its cost, excluding shipping and fees).

Our goal is your satisfaction. Just send us the evidence and we'll make it right.

No. Due to the live nature of plants, we cannot accept returns for change of mind. We only replace or refund plants that arrive damaged, incorrect, or not viable. This policy keeps our operations efficient and ensures all plants remain healthy for our customers.

We guarantee plants are healthy and true to type when they leave our nursery. After delivery, we cannot control your local conditions. However, if you follow our care tips and any plant still fails due to shipping issues, let us know (as per our replacement policy above). Otherwise, caring for the plant’s future growth is up to the owner.

We can’t be responsible if customs in your country delays or holds the shipment. Please make sure you have all necessary import permits and be prepared to pay any local fees.

If a package is returned to us, the buyer will need to pay shipping again to resend it. The best practice is to check your country’s rules before ordering.

We accept major payment methods: PayPal, major credit/debit cards (via our secure checkout), and other options depending on your region. For very large orders, we can also arrange bank wire transfers.

Yes. Our site uses SSL encryption (the lock icon in your browser) to protect your data. We work with trusted payment processors, and we do not store your full card details on our servers. Shopping here is as secure as any online store.

All prices on our site are in US Dollars (USD). If you pay in another currency (for example, via PayPal or a foreign bank), your bank or PayPal will convert it at the current exchange rate. Keep in mind your bank may charge a small conversion fee.

Yes, after your order is placed you’ll automatically receive an invoice by email. You can also view or download the invoice from your account on our website. If you need it emailed again or have special billing instructions (like for a business purchase), just let us know.

Not at this time for regular retail orders. We require full payment when you check out. (For business or wholesale clients, we may offer net terms or other arrangements on a case-by-case basis – contact our sales team to discuss.)

No. We do not charge VAT or import duties. Any import taxes, duties, or customs fees in your country are your responsibility. These are determined by local authorities when the package arrives. For example, US, Canada and many European countries charge import duties on live plants, which the buyer pays.

Email us at info@aroidhouse.com (or use the contact form on our site) with your order number and photos of the problem. In your message, explain what went wrong (for example, “plant arrived wilted” or “I got the wrong plant”). We’ll respond quickly with next steps – whether sending a replacement, issuing store credit, or refunding the affected plant.

• Replacements: If we send you a replacement plant, we’ll include it with your next order or ship it separately (whichever is faster).
• Refunds: Once approved, we process refunds immediately on our end. For PayPal or credit card payments, the money is returned almost instantly (though it may take 1–3 business days to show in your account).

You can change or cancel an order only if it hasn’t shipped yet. Please contact us within 24–48 hours of placing the order to make changes (like adding/removing items or canceling). Once we begin processing or shipping your order, it’s too late to modify it.

A phytosanitary certificate is an official export document for live plants. It certifies that our plants are healthy and comply with importing countries' regulations. It's issued by the Indonesian agricultural authorities and is required for international plant shipments. We include the phytosanitary certificate with every order.

This depends on your country. For example:

• In the USA, you do not need a USDA permit for up to 12 plants; above that you do.
• Most other countries (Canada, EU, UK, Singapore, etc.) do require an import permit for live plants of any quantity.

We always include the phytosanitary certificate, but if your country requires a separate import permit, you must obtain it yourself before ordering. Check with your local agriculture or customs authority to be sure. Or you can check the “Official Import Permit Resources & Reference” section in our Terms & Conditions for detailed guidance.

We handle all the necessary export paperwork on our end, including:

• Laboratory health testing: We test plants in our accredited lab for pests and diseases.
• Export licenses and permits: We submit the required government paperwork.
• Phytosanitary certificate: The certificate of plant health.

These services are included in your order. It’s our job to make export compliance easy for you.

All plants ship from our nursery in Lembang, West Java, Indonesia.

Any import duties, taxes, or inspection fees in the destination country are the buyer’s responsibility. We do not pay these costs. For example, if your country charges customs duties or a handling fee, you will need to pay that when the plants arrive.

The phytosanitary certificate itself is proof. We attach it to the shipping box. Sometimes customs may ask to see it. If you need an extra copy, please let us know before shipping.

Once you place an order, the general timeline is:

• Preparation & paperwork (1–4 weeks): We select and prepare your plants, perform lab tests, and complete export documentation.
• Export licenses and permits: We submit the required government paperwork.
• Shipping (4–7 days): After paperwork is done, we ship the plants via DHL Express.

So, expect roughly 2–4 weeks from payment to delivery. We’ll email you updates along the way. If you have a deadline (e.g. for a gift or event), please let us know and we’ll try to accommodate.

No. You can order as few as one plant. On the flip side, orders over USD $1,000 automatically qualify for free shipping worldwide.

We love big orders! For wholesale shipments, we often ship via air cargo for better rates:

• Air Cargo Shipping: For about 30–45 kg of plants (or more), we can send them as cargo rather than package. This can reduce cost per kilo.
• Bulk packaging: You may receive multiple boxes.
• Advance notice: Large orders may need more prep time, so contact us ahead of time.

Please reach out to discuss any large or special shipment; we’ll provide the best options and pricing.

We do our best to send you the healthiest specimens available, but we don’t allow customers to pick the exact plant in our nursery. Each plant in the order will be the correct variety, just possibly a different clone or size than the photo shows. If you have a large order and want all plants to match (e.g. a batch of clones), please tell us. Otherwise, we guarantee variety and health, not identical physical clones.

Yes, we do! We're excited to introduce our Wholesaler Program. Join now to enjoy exclusive pricing, free shipping perks, and more special benefits. Plus, you'll get a free sample before placing your wholesale order so you can buy with confidence!

Occasionally we run sales, promotions, or bundle deals (like buy-one-get-one or free add-ons). These are usually announced on our website and email newsletter. Also, remember: free shipping on orders over $1,000 USD. Subscribing to our newsletter or following us on social media is the best way to catch any promotions.

Yes, we work with many B2B and wholesale customers. For large orders (especially dozens of plants), we can offer special pricing or terms. Please contact our sales team with details (quantities, plant types, destination) and we’ll provide a custom quote. We’re flexible and want to support your business needs.