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Ordering Information - FAQ - Updated Version: 24 May 2021

Please read the following before making an order with us. We hope you will like the nature we bring you!

These terms below and those in other pages of this site (the "Terms") constitute a legally binding agreement between you and My Home nature regarding the transaction(s) between you and us.

My Home Nature reserves the right, at its discretion, to change, modify, add, or remove portions of these Terms at any time by posting the amended Terms. Please check these Terms periodically for changes. Your continued use of the site or the completion of any transaction(s) after the posting of changes constitutes your binding acceptance of such changes. In addition, when purchasing a particular product, you may be subject to additional terms applicable to such product. All such terms are hereby incorporated by reference into the Terms.

BEFORE MAKING AN ORDER

1. Who is My Home Nature?

We are a team of nature enthusiasts from Hong Kong and China who love nature as much as you do. It is our mission to bring nature everywhere to your home at an affordable price.

Selling and shipping plants to overseas can be quite complicated - plants being live creature, local customs requirements and occasional hiccups with delivery. While we have always been trying our best, we hope you will be patience and relaxed with your purchase. Please only order when you’re happy with our terms stated here.

Due to logistics constraints after the outbreak of COVID-19, we only ship plants and equipment at the moment. We hope we could resume shipping of animals soon.

2. What happens after placing an order?

We care about the well-being of creatures. Once we have received your order, we will constantly check the conditions of the creature and also the cross border logistics to make sure that the journey is smooth. The whole process before dispatch usually takes 10-21 days (depending on the shipping option you’ve chosen). To allow us to have more time to handle the orders properly, we appreciate if you could wait patiently unless you do not hear from us in 4 weeks’ time. It usually takes 3-6 weeks to receive your order. Once we are ready to ship, you will get a notification email with tracking information. Please read that email carefully.

In case we consider that the creature is not in a good condition to travel, the creature you ordered is out of stock, or the weather is not suitable for dispatch, we will let you know immediately and you will get a refund.

3. Where do you ship to?

We ship globally (save and except certain countries or regions, for details, please check here). However, while we are aware of the import policies of some regions, you should always look into your local import rules and make sure your purchase will work.

4. How much is shipping?

Shipping costs to USA (Non-remote or extended area) is US$39 per order for a maximum of 12 plants. Since May 23, 2021, we have suspended any order over 12 plants to USA. Shipping costs to USA (remote or extended area) is US$69.

5. How do you pack your order?

We care about the creature as much as you do, so we take into account the nature of the creature and carefully pack it in a way that allows it to go through the journey. For details please see. https://www.myhomenature.com/shipping-info

6. How much is shipping?

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7. What documents do I need to import to my country?

For most countries or regions, the local customs would usually require a phytosanitary certificate (that in most cases we can help prepare one at costs of US$39). You may also need an import permit for some countries which you need to be responsible for the application of such as well.

Currently, we are able to sort out import issues / documents for orders to US, Canada, Japan, South Korea, Singapore and Malaysia; please reach out to us for more information if needed . For other countries, please check with your local authority.

You will be responsible for any import or relevant regulatory issue of your order.

Please read our policy about Import Issue and Import Duty carefully before placing an order.box.

8. It's my first time ordering overseas - what if the creatures could not make the trip? What’s your refund polic?

We understand how panic the whole process can be! As said above, we choose to ship at right temperature and in right packaging materials, so in most cases our creatures arrive in healthy condition.

In unfortunate event that the creature could not make the trip, we will offer live arrival guarantee policy (terms & conditions applied), for details please see here:-

https://www.myhomenature.com/live-arrival-guarantee

9. Can I buy plants, animals and equipments in one go?

Due to cross border logistics and regulatory constraints, we can only ship one category of products (plants, animals or equipment) in a single shipment. Therefore, please make separate orders if you want to buy more than one categories of products (e.g one order for plants and one order for equipment).

10. What's your refund policy?

We hope you will also agree that live creatures are in no way similar to any other standard products that most e-commerce sites are selling. There can be many ad hoc circumstances, and it’s not easy to list those here one by one. Please read our terms carefully.

ONCE AN ORDER IS MADE...

11. Can I cancel my order?

Generally speaking, we do not accept any cancellation once the order is made.

In extraordinary circumstances that we agree to cancel such order, the phytosanitary certificate is non-refundable once it is obtained or arranged. Also, we will charge a 7.5% administrative fee for handling any cancellation request (as we have been charged by the credit card company or payment gateway for such costs). Any coupon applied to payment of an order is non-refundable.

12. Can I add, remove or exchange products to my existing order? Can I combine my orders?

If you want to add, remove or exchange products (subject to availability) to your order, please email us at [email protected] within 5 days from the date of order. Any request made after such 5-day period will not be accomodated.

Any combination of orders can only be made if the second order is made within 5 days from the date of the first order. No more than two (2) orders can be combined. Any combination of orders shall still be under 12 plants.

Also, in case there is any fund has to be refunded to you due to the price difference of the products, we will charge a 7.5% administrative fee on such amount. Only store credit will be refunded.

In order to allow us a smooth warehouse operation, you can only make modification to each order once. We appreciate your understanding.

13. I am not sure how to take care of the creature?

Please see our tips on caring the plants after tranit here (https://www.myhomenature.com/plant-after-transit). We also recommend you to conduct research as there are plenty of wonderful and handy caring tips around the internet. If you are still unsure, just reach out anytime, our plant/animal expert will be more than happy to assist you..

14. Your chosen plant is no longer available?

Sometimes we may have to cancel some of your orders due to conditions of the chosen plants, plants are selling faster than we expect etc. In such case, we will notify you and offer you a refund of such affected product.

15. The plants arrived do not look like the photos you listed?

Plants are like humans, and everyone is different. Photos are for reference only and the shape and size of the creature may vary. If you are not sure please feel free to contact us anytime. Also, as we are shipping the plants to you from the oriental, and we do not send with pot or soil, it is common that the plant may be shocked after transit. It takes time for the plant to be acclimated upon arrival. We recommend you to read our page “How to take care of the plant upon transit” before making an order.

16. Do you offer wholesale service?

Yes, we do. Please contact us at [email protected] with the subject “Wholesaler”. Please include your location and store weblink.

17. What are your customer service hours?

Our service hours: 9 am-6 pm (GMT+8). Given the time difference between us, it usually takes us 48-72 hours to get back. Don’t worry, you will hear back from us.

18.We reserve the right to refuse service

We Reserve the Right to Refuse Service to Anyone!As most of our customers know, selling and buying live creatures is a dynamic process and it takes both customers and My Home Nature to work together. While we undertake to be honest, responsive and accountable for issues that caused by us, we expect that our customers will be reasonable by understanding that they are not buying off the shelf standard products from a local online store that there could be issue to the product, customs or logistics. We hope our customers can read our terms carefully and only place an order when one is comfortable with such terms. Any issue please directly report to us and we are always there to help and resolve your issue. To be fair to most customers who show respect and act reasonably during the course of sale, we have no choice but to refuse sale to anyone who creates or created a scene, unreasonably escalates the issue to payment gateway (which may cause higher costs over purchases of other customers), or refuses to settle any issue in a civilised manner. All in all, we hope to build a respectful and reasonable live creature lover community. If we have made such decision to refuse service to an individual, we shall block one’s account without any further notice.