FAQ

Find answers to our most frequently asked questions.

Order

I would like to cancel my order. How do I proceed?

If you wish to cancel your order, please email us at support@planturae.com with your order number as soon as possible. We will check whether your order has already been processed or if cancellation is still possible.

If your order can be canceled, you will receive a full refund, which will be issued to the original payment method used for your purchase.

I have not received an order confirmation

All our customers automatically receive an order confirmation after placing an order.

If you still have not received an order confirmation, there is a very simple reason. There must have been a small error when typing in your data. But this is not a problem.

Just send our support an email to support@planturae.com, they will take care of your request as soon as possible and give you a feedback if your order was successful.

Of course you can also change your data directly.

Several items ordered but only one thing came

We usually pack everything in one package.

However, if a product is missing, please contact our customer support and we will do our best to find a customer-oriented solutio

Have ordered something wrong can still change?

Changing the order is only possible if it has not yet been processed and shipped.

Please contact our support team as soon as possible. Our support team will take care of each problem individually.

The mail address is: support@planturae.com

Shipping

How much are the shipping costs?

Enjoy free USPS insured & tracked shipping on every order. Each shipment comes with a tracking number so you can follow your package in real time. For more details, please see our Shipping Policy.

How long does the shipping take?

All Planturae orders are processed within 1–3 business days (Monday–Friday, excluding holidays). Once your order is dispatched, estimated delivery times are:

  • USA: 7–10 business days
  • UK: 5–10 business days
  • Australia: 7–14 business days

Every order comes with free USPS (or local equivalent) insured shipping and a tracking number, so you can monitor your shipment in real time. While these are our standard estimates, delivery may occasionally be delayed due to customs procedures, local holidays, or unforeseen circumstances. We work diligently to ensure a fast, smooth, and reliable delivery experience for all our customers.

How are the goods shipped?

We not only value quality in terms of production. No, also with the dispatch we attach importance to it!

That is why we ship our orders only with reputable shipping companies.

Can I track my delivery?

Yes, once your order has been shipped by us, you will receive an email from us with a tracking number and tracking link.

Shipment status shows that it was delivered, but find nothing

If your order shows as delivered in the tracking information but you have not received it, please double-check the tracking details. Sometimes the package may have been left at a secure location or delivered to a neighbor.

If you still cannot locate your shipment, contact us at support@planturae.com. Our team will work promptly to ensure your order reaches you as quickly as possible.

Returns

I would like to return something

If you wish to return an item, please contact our support team first. A member of our team will assist you promptly. You can reach us at support@planturae.com.

I do not like the item I ordered. What is the procedure for a return?

Each Planturae item is carefully produced to order, which makes returns challenging for our young company. However, your satisfaction is very important to us. You may return your order within 30 days of receipt.

Please note that, as a growing startup, return shipping costs are the responsibility of the customer. To initiate a return, simply email us at support@planturae.com. Once we receive and inspect your returned item, we will refund the purchase price to your original payment method.

Refund processing may take 7–10 business days after we receive your return.

What is the refund procedure for a return?

You do not need to do anything else for your refund.

Once we have received and processed your return, you will be conveniently refunded via the payment method you used.

"Excellent quality tools for anyone who loves keeping their home and garden in top shape. I accidentally shipped to the wrong address, but Planturae's customer support was quick and super helpful in getting it sorted. Thank you, Planturae!"

Sofia R. Alberta, Canada.