Ordering Information - FAQ
Please read the followings before making an order with us. We hope you will like the nature we bring you!
Who is My Home Nature?
We are a team of nature enthusiast from Hong Kong and China who love nature as much as you do. It is our mission to bring nature of everywhere to your home.
What happens after placing an order?
We care 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 usually takes 7 to 14 days (depending on the shipping option you’ve chosen).
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 dispatching, we will let you know immediately. You may cancel your order and get a refund (store credits or cash) before we have dispatched your order.
Your order will be dispatched from our warehouse once it is ready, and we'll let you know once it's on its way to you. You will also be getting a tracking number when it is available.
Where do you ship to?
We ship globally (save and except certain countries or regions, for details, please check here).
Can I buy animals and plants in the same order?
At the moment, you can’t place an order consisting of both plants and animals. Due to restrictions of cross border logistics, you have to pay separate shipping fees. Shipping plants costs US$29 per order. Shipping animals costs US$39 and up per order.
What documents do you need to import to my country?
You will be responsible for the import duty or relevant regulatory issue of your order.
For plants, a phytosanitary certificate is required by the custom in most countries and we are able to obtain one which appears as extra fee before check-out and costs US$45 per order. However, please note that for some countries or under some circumstances, you may need an import permit which you need to be responsible for the application. If you do not order a phytosanitary certificate and it so happens that you order is confiscated by the border protection, we will only refund 50% of the subtotal (exclusive of shipping fees) by store credit or cash.
How do you pack the creature?
We care the creature as much as you do, so we take into account the nature of the creature and carefully pack it in a way which allows it to go through the journey. Since we ship our plants from Hong Kong, China, plants must ship without soil and in bare root. We would usually wrap the plant with a wet paper towel or sphagnum as the inner layer, and then use cling wrap as the outside layer.
Can I change my mind after placing an order?
Yes, you may cancel your order and get a refund (store credits or cash) 48 hours before the expected date of dispatch.
Can I add more products to my existing order?
Yes, you can add plants before the phytosanitary certificated is obtained. Please email to us at [email protected] Nevertheless, we may need extra time to prepare the new items you order thus the shipment may be delayed accordingly.
What if the creature arrives in bad shape or dead?
Please email us ([email protected]) with the digital photos or videos of the received products. We would process the refund accordingly under our Live Arrival Guarantee policy.
I am not sure how to take care of the creature?
Just reach out to us anytime and our plant / animal expert will be more than happy to assist you.
The plants arrived do not look like the photos you listed?
Plants are like human, 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.
Can you find something I am interested in if it is not listed on your page?
Just reach out to us anytime and our plant expert will be more than happy to assist you.
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.
What is your customer service hours?
Our service hours: 9am-6pm (GMT+8).