{"id":45090950,"date":"2023-12-06T15:33:14","date_gmt":"2023-12-06T13:33:14","guid":{"rendered":"https:\/\/www.botanopia.com\/frequently-asked-questions\/"},"modified":"2024-03-13T20:06:52","modified_gmt":"2024-03-13T18:06:52","slug":"frequently-asked-questions","status":"publish","type":"page","link":"https:\/\/www.botanopia.com\/us\/frequently-asked-questions\/","title":{"rendered":"Frequently Asked Questions"},"content":{"rendered":"

[vc_row][vc_column width=”1\/3″ css=”.vc_custom_1651498109650{background-color: #e2d1ca !important;}” el_class=”faq-sticky-sidebar” offset=”vc_hidden-sm vc_hidden-xs”][vc_custom_heading text=”Topics” font_container=”tag:h3|text_align:left” use_theme_fonts=”yes”][vc_column_text]<\/p>\n

Support and order-related questions<\/h3>\n

Support & Contact<\/a><\/p>\n

Buying Botanopia Products<\/a><\/p>\n

Shipping and Returns<\/a><\/p>\n

Customer Service<\/a><\/p>\n

Payment Information<\/a><\/p>\n

Gift Cards & Purchasing A Gift<\/a><\/p>\n

Topics for Wholesale Customers and Resellers<\/a><\/p>\n

Press, Social Media, Affiliates<\/a><\/p>\n

Product-related information<\/h3>\n

Cyanotype Kit<\/a><\/p>\n

Germination Plates<\/a><\/p>\n

Plant Food<\/a><\/p>\n

Neem Oil<\/a><\/p>\n

Plant Stakes<\/a><\/p>\n

Plant Supports<\/a> \/ Plant trellis<\/p>\n

Clippy<\/a><\/p>\n

Bolty<\/a><\/p>\n

Potting Tarp<\/a>[\/vc_column_text][\/vc_column][vc_column width=”2\/3″ el_class=”faq-content”][vc_custom_heading text=”Frequently Asked Questions” font_container=”tag:h1|text_align:left” use_theme_fonts=”yes”][vc_custom_heading text=”Contact” use_theme_fonts=”yes” el_id=”Support”][vc_tta_accordion][vc_tta_section title=”Do you have a question, or do you need help? Get in touch!” tab_id=”1649939127413-6741f640-3702″][vc_column_text]We’re ready to help you with any questions or requests by email at usa@botanopia.com.<\/a><\/p>\n

Please note : as very small business, we are currently unable to offer customer service via phone. But we do reply to your emails very quickly!<\/strong><\/p>\n

We also have a lot of answers to our most commonly asked questions, from product-specific questions to shipping and ordering topics.
\nHave a look here, and hopefully, you will find the answer quickly. If not, get in touch. If your question is very good, we might even feature it in our FAQ \ud83d\ude09 …[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”I\u2019ve sent Botanopia an email, how quickly can I expect a response?” tab_id=”1649939677875-b89b8217-0241″][vc_column_text]Our business hours are Monday-Friday, from 8am to 5pm, Amsterdam time (CEST). We strive to get back to you within one business day, often within a few hours.<\/p>\n

But once in a while we still sneak in behind the computer outside of office hours, you never know…[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][vc_custom_heading text=”Buying Botanopia Products” use_theme_fonts=”yes” el_id=”Buying Botanopia”][vc_tta_accordion][vc_tta_section title=”Where can I buy Botanopia products?” tab_id=”1649942395784-1332e15b-f67d”][vc_column_text]Well, directly here in our online shop<\/a> is a great start \ud83d\ude42\u00a0 if we may say so ourselves…<\/p>\n

We’re open 24\/7, have the largest selection of Botanopia products IN THE WORLD, and all orders placed on weekdays before 2PM ship the same day. What’s not to love?[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Does Botanopia have a physical store I can visit?” tab_id=”1649934957501-ed8532e1-06a5″][vc_column_text]We only have an online store, no physical locations. But we work with hundreds of cool independent stores across the world that carry our products. You can find a map right here<\/a> with all the locations.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Where can I find a store near me that sells Botanopia products?” tab_id=”1649940260682-dfd1385b-f4cc”][vc_column_text]We work with hundreds of cool independent stores across the world that carry our products. You can find a map right here<\/a> with all the locations.<\/p>\n

Please note that each store can decide for themselves which products they carry from our range. We don’t have real-time information regarding their stock levels, nor the exact products they have in store at the moment. It’s always a good idea to contact a store before you visit, to check if they have your desired product on hand.<\/em>[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][vc_custom_heading text=”Shipping and Returns” use_theme_fonts=”yes” el_id=”Shipping”][vc_tta_accordion][vc_tta_section title=”Do you ship internationally?” tab_id=”1649941562982-2607349d-600c”][vc_column_text]We do! Add your desired products to your shopping cart for an estimate of the shipping costs to your exact location.<\/p>\n

The shipping of products containing seeds or liquids is trickier, as many countries restrict the import of foreign plant matter for fear of diseases and pests. We only ship those within the European Union.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”What does it cost to ship my order to my country?” tab_id=”1649941562961-8f9e741f-c400″][vc_column_text]We ship worldwide. If you\u2019re outside of the EU,\u00a0this is important information**<\/strong>.<\/p>\n

For a preview of the shipping cost, add your desired products to the cart and fill in your postcode\/country. The appropriate fee will be calculated based on your location and the weight of your package.<\/p>\n

We send our products with the Dutch postal service (PostNL), or DPD, depending on the location.<\/p>\n

You\u2019ll receive a tracking code for your package by email as soon as it receives a first scan at the post office. This email sometimes ends up in your spam, so make sure to check there as well.<\/p>\n

<\/span><\/strong>For countries close to our home base of Amsterdam, NL, we can offer free shipping:<\/p>\n

–Free shipping<\/strong> within the Netherlands, Belgium and Germany for retail orders above <\/span>50\u20ac.<\/p>\n

–Free shipping<\/strong> within France, Denmark and Austria for retail orders above <\/span>75\u20ac.<\/p>\n

–Free shipping<\/strong> within the EU for retail orders above 100\u20ac. <\/span><\/p>\n

**Customers outside the EU<\/u>\u00a0please note : all our shipments are sent DDU (Delivery Duties Unpaid), customers outside of the EU might be required to pay customs fees or duties when receiving their package. Some countries also\u00a0restrict the importation of seeds and plants.<\/u>\u00a0We do not know the regulations in your own country, please get in touch with your local customs office for information.<\/strong>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”How long will it take to ship my order?” tab_id=”1649946212256-61d3bf64-f916″][vc_column_text]<\/p>\n

We do our best to ship your order out as soon as possible. <\/span><\/p>\n

Retail orders placed before 2pm will be shipped out the same day,\u00a0 Monday-Friday.<\/span><\/p>\n

 <\/p>\n

These are the estimated delivery times:<\/p>\n

* Shipping within The Netherlands: 1-3 business days<\/p>\n

* Shipping within Europe: 3-20 business days<\/p>\n

* Worldwide shipping: 6-30 business days<\/p>\n

You\u2019ll receive a tracking code for your package by email as soon as it receives a first scan at the post office. This email sometimes ends up in your spam, so make sure to check there as well.<\/p>\n

 <\/p>\n

Shipping time is not within our control. We cannot be held responsible for delays and\/or damages caused by the shipping company or customs clearance. Due to the global pandemic, shipping prices and duration are changing every day. As such, we cannot give you any guarantees regarding shipping time.<\/strong>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Where\u2019s my tracking number?” tab_id=”1649946346409-c233ecbb-95f4″][vc_column_text]Once\u00a0 your package has been shipped, you receive an email with the subject line “Your Botanopia order from (your order date) is complete”.<\/p>\n

This emails contains your tracking link. Big shopper? It’s possible that we’re sending your order out in more than one box. In that case, there will be a tracking link for each box in your email.<\/p>\n

If you’ve made an account on our website, you can also find your tracking number (and order history) right here<\/a>.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Do you offer free shipping?” tab_id=”1650034142587-d8d717c7-7df5″][vc_column_text]<\/span><\/strong>For countries close to our home base of Amsterdam, NL, we can offer free shipping:<\/p>\n

–Free shipping<\/strong> within the Netherlands, Belgium and Germany for retail orders above <\/span>50\u20ac.<\/p>\n

–Free shipping<\/strong> within France, Denmark and Austria for retail orders above <\/span>75\u20ac.<\/p>\n

–Free shipping<\/strong> within the EU for retail orders above 100\u20ac. <\/span><\/p>\n

<\/span>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Which shipping carrier do you use?” tab_id=”1650034777848-613dbdd1-4c24″][vc_column_text]We send our products with the Dutch postal service (PostNL), or DPD, depending on the location.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”What’s your return policy?” tab_id=”1650034090005-8bbbd82a-2bb4″][vc_column_text]<\/p>\n

After purchasing products, you have the right to return the items within 30 days after delivery as long as the products have not been used and are in intact re-saleable condition.<\/p>\n

If you wish to return items:<\/p>\n

    \n
  1. Email us first,<\/a> so we know to expect your return package. We\u2019ll give you the correct return address.<\/li>\n
  2. The products need to be returned with all accessories and in the original condition and packaging. You are responsible for returning the goods undamaged, so make sure they are properly packaged for their return journey. Make sure to keep your proof of sending and tracking number<\/u> until we\u2019ve received the package.<\/li>\n<\/ol>\n

    Return shipping costs are the responsibility of the customer.<\/p>\n

    Refund of your payment will be done as soon as possible within 7 days after the reception and control of the items to confirm they are whole and undamaged.<\/p>\n

    [\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Do I have to pay return costs?” tab_id=”1650034842418-5dee572d-5749″][vc_column_text]Botanopia doesn’t charge a restocking fee.<\/p>\n

    If you change your mind and want to return a product, the return shipping costs are at your expense.<\/span><\/p>\n

    Of course, Botanopia will pay the return shipping costs if you need to return a product because something is wrong with it. <\/span><\/p>\n

    We cannot accept return packages without a tracking number or insufficient postage.<\/span>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”I wasn\u2019t there when my package was delivered, what should i do?” tab_id=”1650017669187-f8f4e722-2e97″][vc_column_text]You\u2019re not home to receive your package? The package delivery service will do all it can to deliver the package as soon as possible. Please read the message that the driver has left in your post box to see what you can do to receive your package as soon as possible.<\/span><\/p>\n

    Can’t find a note in your post box? You can also check the package information with the tracking code you received by email.<\/span>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”When will I receive my order?” tab_id=”1650031885261-fb7531b9-84b0″][vc_column_text]We ship out orders Monday to Friday. Orders placed before 2PM are shipped the same day. You’ll receive an email with your tracking code as soon as your package receives its first scan ( usually late in the night after we’ve handed it over to the carrier).<\/span><\/p>\n

    From there, it’s up to the carrier, who will do their best to deliver your plant products as fast as possible. You can find an overview of the average delivery times for your destination here.<\/a><\/p>\n

    [vc_tta_section title=”Where\u2019s my tracking number?” tab_id=”1649946346409-c233ecbb-95f4″][vc_column_text]Once\u00a0 your package has been shipped, you receive an email with the subject line “Your Botanopia order from (your order date) is complete”.<\/p>\n

    This emails contains your tracking link. Big shopper? It’s possible that we’re sending your order out in more than one box. In that case, there will be a tracking link for each box in your email.<\/p>\n

    If you’ve made an account on our website, you can also find your tracking number (and order history) right here<\/a>.[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][vc_custom_heading text=”Customer Service” use_theme_fonts=”yes” el_id=”Customer Service”][vc_tta_accordion][vc_tta_section title=”Can I modify my order after i\u2019ve placed it?” tab_id=”1650017669012-7aec75af-6193″][vc_column_text]At Botanopia we process your order directly so that you can also receive it fast. It is therefore not possible to change your order afterward. Is your situation very urgent? Please contact us directly<\/a>. Don\u2019t forget to mention your order number so that we can help you faster.<\/span>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Can you give me advice to make the right choice?” tab_id=”1650017669038-0b90b883-aae7″][vc_column_text]Yes of course, we’d love to help you choose the perfect product for your needs.<\/p>\n

    Let us know<\/a> what you’re looking for or who you’re shopping for, and we can give you our suggestions from there.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Where can I login as a customer?” tab_id=”1650017669063-a98f56cb-a128″][vc_column_text]If you already have an account, you can login right here<\/a>.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”I have received the wrong item” tab_id=”1650017669088-4df95da3-c025″][vc_column_text]Oops! Sorry to hear that. Email us with your order number<\/a> and a picture of what you received, so we can fix it for you.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”My order arrived damaged” tab_id=”1650017669112-dc203aaf-8403″][vc_column_text]Oh no! Sorry to hear that. Let’s get started fixing the issue.<\/p>\n

    Step 1 – Take pictures of the damage and, very important<\/strong>, also take pictures of the outside shipping box with your address label clearly visible. We need 5 pictures to file a claim with the transport company. (This is also outlined clearly on the “check your package” instruction card included in your order).<\/p>\n

    Step 2 – Send us your pictures, along with your order number<\/a>, and we’ll take it from there.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Where’s my tracking number?” tab_id=”1650017669162-c8fa0c54-583e”][vc_column_text]Once\u00a0 your package has been shipped, you receive an email with the subject line “Your Botanopia order from (your order date) is complete”.<\/p>\n

    This emails contains your tracking link. Big shopper? It’s possible that we’re sending your order out in more than one box. In that case, there will be a tracking link for each box in your email.<\/p>\n

    If you’ve made an account on our website, you can also find your tracking number (and order history) right here<\/a>.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”I have not received my package yet. What should i do?” tab_id=”1650017669136-1b39b9f6-7d7e”][vc_column_text]As soon as your package leaves our warehouse, you will receive an email confirmation that contains the tracking number that you can use to keep an eye on your package.<\/span><\/p>\n

    Your package cannot be found? Please contact us!<\/a><\/span>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”I wasn\u2019t there when my package was delivered, what should i do?” tab_id=”1650017669187-f8f4e722-2e97″][vc_column_text]You\u2019re not home to receive your package? The package delivery service will do all it can to deliver the package as soon as possible. Please read the message that the driver has left in your post box to see what you can do to receive your package as soon as possible.<\/span><\/p>\n

    Can’t find a note in your post box? You can also check the package information with the tracking code you received by email.<\/span>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”When will I receive my order?” tab_id=”1650031885261-fb7531b9-84b0″][vc_column_text]We ship out orders Monday to Friday. Orders placed before 2PM are shipped the same day. You’ll receive an email with your tracking code as soon as your package receives its first scan ( usually late in the night after we’ve handed it over to the carrier).<\/span><\/p>\n

    From there, it’s up to the carrier, who will do their best to deliver your plant products as fast as possible. You can find an overview of the average delivery times for your destination here.<\/a>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”What\u2019s your return policy?” tab_id=”1650017669216-8b9f1b70-f662″][vc_column_text]<\/p>\n

    After purchasing products, you have the right to return the items within 30 days after delivery as long as the products have not been used and are in intact re-saleable condition.<\/p>\n

    If you wish to return items:<\/p>\n

      \n
    1. Email us first,<\/a> so we know to expect your return package. We\u2019ll give you the correct return address.<\/li>\n
    2. The products need to be returned with all accessories and in the original condition and packaging. You are responsible for returning the goods undamaged, so make sure they are properly packaged for their return journey. Make sure to keep your proof of sending and tracking number<\/u> until we\u2019ve received the package.<\/li>\n<\/ol>\n

      Return shipping costs are the responsibility of the customer.<\/p>\n

      Refund of your payment will be done as soon as possible within 7 days after the reception and control of the items to confirm they are whole and undamaged.<\/p>\n

      [\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Do you offer free shipping?” tab_id=”1650017669275-4aa19d38-88e7″][vc_column_text]Yes! Enjoy free shipping to destinations close to our Amsterdam headquarters, as follows:<\/p>\n

      The Netherlands, Belgium, Germany: Free shipping for orders above 50\u20ac<\/p>\n

      France, Denmark, Austria: Free shipping for orders above 75\u20ac<\/p>\n

      Rest of the European Union: Free shipping for orders above 100\u20ac<\/p>\n

      We currently do not offer free shipping for other destinations outside the EU.[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Will I receive a confirmation email after I placed my order?” tab_id=”1650032467153-3308d42a-6d2c”][vc_column_text]Yes! You’ll receive a confirmation email right after placing your order. The subject line of the email is “Your Botanopia order receipt…”<\/p>\n

      Can’t find the email? These are the 3 most common issues:<\/p>\n

        \n
      1. There was a typo in your email<\/strong>, so we couldn’t send the confirmation. Get in touch with us to let us know, so we can also correct your email to send the tracking link for your package.<\/li>\n
      2. Your payment didn’t go through.<\/strong> If your payment was unsuccessful, you can simply try again.<\/li>\n
      3. The confirmation email landed in your spam or promotions tab<\/strong>. Have a look in there and if you find it, make sure to whitelist our email address so you will also receive your tracking link without issues once your package has shipped.<\/li>\n<\/ol>\n

        Still need help? Get in touch<\/a>.[\/vc_column_text][\/vc_tta_section][\/vc_tta_accordion][vc_custom_heading text=”Payment Information” use_theme_fonts=”yes” el_id=”Payment”][vc_tta_accordion][vc_tta_section title=”My payment was unsuccessful, what should i do now?” tab_id=”1650033178781-c44d8195-5aaa”][vc_column_text]Don\u2019t worry! Just try again. You can still find your products in the shopping cart. Is it still not working for you? Please contact us, we\u2019re here to help<\/a>!<\/span>[\/vc_column_text][\/vc_tta_section][vc_tta_section title=”Which payment methods can I use?” tab_id=”1650032983061-cba6a2f6-1d1f”][vc_column_text]The following methods are available (depending on your location):<\/p>\n