Ordering Information - FAQ - Updated Version: 8 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.
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.
What happens after placing an order? Weather, packaging and etc.
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 usually takes 10-21 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 dispatch, we will let you know immediately.
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. Please be assured that we will use the suitable packaging materials in accordance with the weather, for example, stereo foam box will be used when it is chilly at the destination. You will also be getting a tracking number when it is available.
Why does the plant not look the same as the one in the photo?
To meet the custom requirements, we must carefully wash off soil on the plant and send it in bare root. Also, the plants are not getting enough light, air, and moisture during transit. Therefore, the plants may not be in their best conditions when you've received them. As long as the root is not rotten, and the plants are being taken care of following the right steps, they will undoubtedly revive and acclimate. Please read carefully about our plants' specifications upon receipt and the caring tips before making an order.
1. Live arrival guarantee only applies when you contact us within 12 hours upon receipt of the package on any issue against the plants received (conditions apply, including 2 and 3 below). You should provide us photos and videos which clearly show the plants. We will not issue a cash refund or store credit if we do not hear from you within such a 12-hour window.
2. Our live arrival guarantee only applies to plant which is not alive (root is all rotten and leaves are all gone) UPON RECEIPT. Any issue of the plant after receipt is not covered by such guarantee. It would help if you had the pot and substrate ready before the expected delivery date so that you can immediately take care of the plant upon receipt. Such a guarantee does not cover any minor issue about the plant due to temporary dehydration or hibernation (e.g., leaves have become dry and yellowish).
3. Live arrival guarantee only applies when you receive the plant at the first attempt delivery.
Where do you ship to?
We ship globally (save and except certain countries or regions, for details, please check here).
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).
What documents do I need to import to my country?
The customs usually require a phytosanitary certificate in most countries. However, you may also need an import permit for some countries or under some circumstances, which you need to be responsible for the application of such as well.
Please read our policy about Import Issue and Import Duty carefully before placing an order.
How do you pack the creature?
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. Since we ship our plants from Hong Kong, China, plants must ship without soil and in the bare root. We usually wrap the plant with a wet paper towel or sphagnum as the inner layer, and then use cling wrap as the outside layer. In winter, we may also use stereo foam box.
Can I cancel my order?
Generally speaking, we do not accept any cancellation once the order is made.
In extraordinary circumstances that we agre to cancel such order, the phytosanitary certificate is non-refundable once it is obtained or arranged. Also, we will charge a 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.
Can I add, remove or exchange products to my existing order?
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. Also, in case there is any fund to be refunded to you due to the price difference, we will charge a 5% administrative fee on such amount.
What if the creature arrives in bad shape or dead?
Please email us ([email protected]) with the digital photos and unboxing 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?
Please research first as there are plenty of wonderful and handy caring tips around the internet. If you are still unsure, 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 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.
Can you find something I am interested in if it is not listed on your page?
Please 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 are your customer service hours?
Our service hours: 9 am-6 pm (GMT+8). It usually takes 24-48 hours for us to get back.