FAQ

FAQ

Payments

  • Q: What payment methods do you accept? A: We accept Visa, Mastercard, American Express, and Discover. All transactions are securely processed through PCI-DSS compliant payment processors.

  • Q: Is my payment information safe? A: Absolutely. Our website uses SSL encryption, and we never store your full credit card details. All sensitive payment data is handled exclusively by trusted, PCI-DSS compliant processors.

  • Q: Why was my payment declined? A: Common reasons include incorrect billing information, insufficient funds, or a security hold from your bank. Please verify your card details. If the issue persists, try another payment method or contact your bank.

  • Q: Can I modify or cancel my order? A: Yes, you may request a modification or cancellation within 24 hours of placing your order, provided it has not yet entered our fulfillment process. Please email info@peonychinesebonzai.com with your order number immediately.

Shipping & Delivery

  • Q: How long will it take to receive my order? A: Orders are processed within 1–3 business days. After shipment, standard delivery takes 4–7 business days. Orders placed before our 5:00 PM ET daily cut-off are usually prepared for carrier pickup the next business morning.

  • Q: Do you offer international shipping? A: We currently ship only within the contiguous United States. We do not offer international shipping, APO/FPO delivery, or shipments to Alaska, Hawaii, or U.S. territories.

  • Q: How much does shipping cost? A: We offer free shipping on all orders within our service area. There are no handling or processing fees.

  • Q: How can I track my order? A: You will receive a shipping confirmation email with a tracking number and link once your order ships.

  • Q: What if my package arrives damaged or my plant arrives in poor condition? A: Please contact us within 7 days of delivery. Keep all original packaging, take clear photos of the plant (including roots and soil) and the outer box, and email info@peonychinesebonzai.com with your order number. For bonsai trees or live plants, this window is crucial for us to assist you properly.

Returns & Refunds

  • Q: What is your return policy? A: You may request a return within 30 days of delivery for unused, undamaged items in their original packaging. For live plants and bonsai: They must be returned in their original container with soil undisturbed. Claims for plants that arrive dead or severely damaged must be reported within 7 days of delivery.

  • Q: Which items are not eligible for return? A: Non-returnable items include:

    • Live plants that have been repotted, planted, or otherwise removed from their original container.
    • Bonsai trees or plants that perish after delivery due to improper care or failure to follow care instructions.
    • Items returned without original packaging, tags, or labels.
    • Items showing post-delivery damage.
    • Gift cards.

  • Q: Do I have to pay for return shipping? A: For authorized returns of non-living items, return shipping is free. For live plant claims, we will provide specific instructions and cover eligible cases.

  • Q: How do I start a return? A: Email info@peonychinesebonzai.com with your order number and reason for return. Please attach clear photos for damaged or incorrect items.

General

  • Q: How can I reach customer support? A: You can contact us at:

    • Email: info@peonychinesebonzai.com
    • Phone: +12123341807
    • Address: 106 Walker St #1, New York, NY 10013
    • Business Hours: Monday – Sunday: 9:00 AM – 5:00 PM We aim to respond to all inquiries within 1 business day.

  • Q: Do you offer exchanges? A: We do not offer direct exchanges. Please initiate a return for a refund and place a new order for your preferred item.

  • Q: What if my question isn't listed here? A: Don't hesitate to reach out! Email us at info@peonychinesebonzai.com. Our team is always happy to help.

Peony Chinese Bonzai Address: 106 Walker St #1, New York, NY 10013 Information: Peony Chinese Bonzai Email: info@peonychinesebonzai.com Phone: +12123341807 Store: 106 Walker St #1, New York, NY 10013 Business Hours: Monday – Sunday: 9:00 AM – 5:00 PM