SHIPPING AND DELIVERY
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-35 Business days |
| Canada, Europe |
10-35 Business days |
| Australia, New Zealand |
10-35 Business days |
| All other Countries |
15-40 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 7 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-7 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
REFUNDS & RETURNS POLICY
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 6 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason.
If you did not receive the product within the guaranteed time (50 business days) you can request a refund or a reshipment.
If you received the wrong item you can request a refund or a reshipment.
If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Pure Bonsai (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of purebonsai.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (50 business days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Great communication from store. Seller had printed index and labeled seed bags. For a multiple item order that helped a lot. Thank you for great service. No missing items.
Came the seeds, to look very even nothing I will try to plant, unsubscribe later.
everything ok but the seed came without description however everthing good and very fast delivering. thank you store
Goods come in 15 days in Moscow. will soon be planted. let's see what will grow
Perfect!
ok
Thank you
Ok wszystko
Product has not been signed, been looking for the track number
Well arrived in Belgium, thanks.
Super
All ok
The seeds come in 35 days. all in stock, packed. will plant and wait for the sprout. spasibo store! I recommend!
Thanks
Everything came good
Order received, but not yet opened. the average delivery time, the store wrote a lot, you can see that caring. I do not think about the seeds can be many write in a review, it will grow only after a couple of years but if that I will add a review. in general, like everything. seller thank you and good sales :)
Parcel received. long delivery, but it does not depend from the store. the parcel was sent quickly after payment.
Arrived all ok
Order received
Thank you for everytnig! I am so happy.
It's all fast. and even put a gift-another pack of seeds)
Very good store
Received in good condition, havent grown any as yet from my previous order so cant review anything right now, will plant and await results.
Ok
Very Good
It went to Omsk about 40 days. the seeds are not signed.
Not explika Komo plant las SEEDS
It's good but takes too long time to deliver
Good
Very Fast good store good shop
Came quickly
Thank you. order received. seeds well packaged. let's hope that all will grow. all the best!
ok
Ok
Description was not. product has not been signed.
ok
Таллин in Moscow went through the ball on the floor in морозжы-30
Goods come! I will plant!