Terms & Conditions

Our current order processing time is typically 1–2 weeks from the date of purchase. This period includes:

• Submission of required export documents
• Laboratory inspection of the plants
• Proper packing of the shipment
• Obtaining a Phytosanitary Certificate
• Handover to the courier for shipment

We adhere to international standards to ensure that every shipment is safe, compliant, and legal.

Once your package is dispatched, the estimated delivery time is 4–7 days. Actual delivery times may vary depending on the destination country and the courier service's schedule.

• Buyers are encouraged to provide detailed shipping instructions (e.g., delivery times, handling requirements) to comply with local regulations.
• If no specific instructions are provided, we will use our standard shipping procedures.

In this case, the buyer accepts all associated shipping risks and waives any claims against the seller for issues that may arise during transit.

We operate on a first-in, first-out basis and can process approximately 70–100 packages per week. Orders may be queued depending on current demand and shipping schedules.

• Plants are sanitized, wrapped in sterilized moist moss (or tissue where required), and rolled in protective paper. We use styrofoam boxes (in winter) or standard cardboard for secondary packaging.
• Shipping duration may be extended by customs clearance; buyers should contact local DHL offices for updates.
• Every shipment includes a Phytosanitary Certificate confirming that the plants have passed quarantine inspection and meet destination regulations.
• If, after normal customs clearance (typically within 3 days), plants perish due to inadequate preparation on our part, buyers may request a replacement by submitting photo or video proof within 48 hours of arrival.
• Import taxes and related fees levied upon arrival remain the buyer's responsibility.
• All shipping costs are non-refundable.

• We do not permit shipping requests that misdeclare live plants as non-plant items or any other illegal practices.
• Certain countries require an import permit or additional documentation (e.g., Canada mandates an import permit for any number of plants; the U.S. requires one when ordering more than 12 plants). Buyers must obtain and submit these documents prior to shipment.
• We perform export permit approval with the Indonesian government (7–14 working days), followed by Phytosanitary Certificate issuance (free for all buyers on our platform).

Under Indonesian export regulations, we must obtain an official Export Permit before a Phytosanitary Certificate can be issued. The Export Permit process can take 7–14 working days and must be completed prior to shipping. This ensures compliance with national laws governing plant exports.

Every order undergoes mandatory inspection by the Indonesian Agricultural Quarantine Agency (IAQA). During this inspection:

• Plants are tested for pests, bacteria, mites, fungi, and other pathogens.
• If any plant tests positive for a harmful organism, we will repeat the inspection process, which may extend the processing time.

This inspection is a legal requirement designed to ensure all plants are healthy and pest-free for export.

• Seller's Responsibility: We handle all inspections and certifications within Indonesia.
• Buyer's Responsibility: After the package is shipped, any customs checks, import inspections, or regulatory requirements in the destination country are the sole responsibility of the buyer.

All taxes, duties, and inspection fees imposed by the destination country or the courier are the responsibility of the buyer. We recommend reviewing your country's import regulations before placing an order to understand any additional costs.

Any issues or disputes, including those filed through payment processors (such as PayPal), will be handled through mutual agreement and open communication. We encourage you to contact us directly to resolve problems quickly. Please note that initiating disputes through external channels may delay resolution; contacting our customer support first can often lead to faster solutions.

International shipping of live plants inherently carries some risk of stress, damage, or decay. In case of complete damage due to courier mishandling or other shipping errors, we offer the following remedies:

• Reshipment: We will resend all completely damaged plants. The buyer is responsible for any return shipping costs. (A standard reshipment fee—e.g. $45—may apply; this fee can be negotiable under certain conditions.) Reshipment is offered once per order.
• Partial Refund: We may offer a partial refund of up to 50% of the total plant value (excluding the Phytosanitary Certificate fee and original shipping costs) if the damage is documented.
• For full details, please refer to our Return & Refund Policy.

To request a reshipment or refund, please email photo or video evidence of the damage to our support team at info@aroidhouse.com. All evidence and documentation must be provided to process any claim.

For safer and smoother shipping, buyers are strongly advised to obtain and include a valid import permit issued by the destination country's relevant authorities, regardless of the number of plants ordered. Additionally, ensure compliance with any special labeling or documentation requirements (such as specific plant import labels) in your destination country.

If your shipment is held, delayed, or rejected by customs due to missing or invalid import documents, the buyer assumes full responsibility. We will not be liable for any costs, fines, or losses resulting from non-compliance with import regulations in the destination country.

There is no minimum order requirement. You may purchase as few or as many plants as you desire.

The importer (buyer) must secure and provide any required permits and documentation before the shipment is dispatched. Failure to provide valid documentation may lead to customs rejection or destruction of the shipment. In such cases, we are not liable for any damages or losses.

Orders can be cancelled within 3 days of purchase. After this period, cancellations are generally not permitted, except in exceptional circumstances at our discretion.

• Qualify for discounted rates with just $600 in your cart.
• Membership in our Wholesale Program is available exclusively to hobbyist, collector, registered businesses, retailers, nurseries, and qualified resellers who submit a completed Wholesale Application form along with the required credentials. Once approved, each new wholesale account is entitled to complimentary, randomly selected plant sample.

  Please note that the species, size, and root condition of this sample are determined at our discretion and cannot be exchanged or returned.

• Shipping Benefits for Paid Wholesale Orders (Excludes Free Sample): Eligible wholesale orders may receive free shipping and a complimentary Phytosanitary Certificate when they meet our published minimums and destination eligibility listed on our Shipping Policy. Remote-area surcharges, oversized packaging, or additional inspections may still apply. Eligibility varies by region and is confirmed at checkout or on your invoice.
• All charges associated with delivering the free sample including courier shipping fees from Indonesia, any fees required to obtain or process the Phytosanitary Certificate, and all import-related taxes, duties, and customs clearance charges imposed by the destination country or its courier agents—are the sole responsibility of the wholesale customer.

  Depending on the courier’s policy, these costs may be collected either before shipment or upon delivery.

• To request your free sample, you must provide complete recipient details (name, delivery address, phone number, and email address) through our Wholesale Portal. You will then receive an estimated cost summary for review.

  If advance payment is required, it must be submitted before we proceed. Otherwise, you agree to pay any due fees upon delivery.

  Once the terms are confirmed, we will prepare and ship your sample within 1–2 weeks.

• It is the customer’s responsibility to verify that the sample species are legal for import into their jurisdiction and to obtain any necessary import permits or documentation in advance.

  Shipments that are delayed, returned, or confiscated due to missing or invalid import documents will remain the customer’s responsibility, and any associated costs will be billed accordingly.

• Please note that transit damage or loss to the free sample is an inherent risk of live-plant shipping.

  We do not replace or refund free samples that are lost or damaged in transit. Any claims against the courier (e.g., DHL) must be handled directly by the customer. We are available to assist with documentation upon request but cannot assume liability for such claims.

• We reserve the right to suspend or terminate any wholesale account at our discretion if we identify non-compliance, abuse of the free sample offer, or repeated payment defaults.

  In the event of termination, all outstanding charges remain payable in full.

• We may update these Wholesale Program Terms & Conditions at any time. All revisions will be published on our website under “Wholesale Program Terms & Conditions” and will apply to all orders placed after the effective date of the update.

• Customers purchasing from other countries acknowledge that plants may arrive in less-than-ideal condition due to long transit times and plant state (with or without roots). Recovery may require additional care and time.
• Buyers must possess adequate knowledge and experience to care for imported plants.
• It is the buyer's responsibility to verify that the plants are not prohibited in their country and to understand all applicable import requirements.
• For DHL shipments, you must provide a valid phone number and email address. Delivery failures due to lack of contact information are not eligible for replacement or refund. DHL Express also requires a signature upon delivery.
• Some promotional coupons carry their own terms which override these Terms & Conditions. Please review the specific coupon page for applicable rules.