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This Shipping Policy describes how orders are processed, shipped and delivered by The New Garden (“we”, “us”, “our”). By placing an order in our store, you agree to the conditions below.
1. Order Processing Time
We aim to process all orders as quickly as possible. Typical processing times are:
- Standard processing: usually between 1–3 business days after payment is confirmed.
- Orders placed on weekends or public holidays are usually processed on the next business day.
During peak seasons, promotions or holidays, processing times may be slightly longer. We appreciate your patience and will do our best to keep you informed.
2. Shipping Methods and Delivery Times
We work with trusted carriers to deliver your plants, pots and décor safely. Available shipping methods and estimated delivery times will be shown at checkout and may vary based on your location and the size/weight of your order.
Estimated delivery times are:
- Standard shipping: usually delivered within the timeframe displayed at checkout.
- Express or priority options (if available): faster delivery methods may be offered at an additional cost.
Please note that delivery estimates are provided by the carrier and are not guaranteed. Delays may occur due to high volume of shipments, weather conditions, carrier issues or other factors beyond our control.
3. Shipping Rates
Shipping costs are calculated at checkout based on:
- Destination address.
- Selected shipping method.
- Order weight, size and dimensions (especially for large pots or bulky décor items).
From time to time, we may offer free or discounted shipping promotions. These will be clearly indicated on our website or at checkout when applicable.
4. Order Tracking
Once your order has been processed and shipped, you will receive a confirmation email containing your tracking information, when available. You can use this tracking number to follow the status of your delivery on the carrier’s website or on tracking tools we may provide.
If you have not received your tracking information within a reasonable time after your order ships, please contact us at support@thenewgarden.com.
5. Delivery Address and Failed Deliveries
Please ensure that your shipping address is complete and accurate before completing your order. We are not responsible for:
- Delays or failed deliveries due to incorrect or incomplete address details provided by the customer.
- Unclaimed packages or failed deliveries when the carrier is unable to deliver after multiple attempts.
In cases where an order is returned to us due to incorrect address details or repeated failed delivery attempts, we will contact you to arrange reshipment (additional shipping charges may apply) or process a refund according to our Return and Refund Policy.
6. Damaged or Missing Items
We carefully package our plants, pots and décor to arrive in excellent condition. However, if you receive an order that is:
- Damaged in transit;
- Missing products; or
- Contains incorrect items,
please contact us within 7 days of delivery at support@thenewgarden.com with:
- Your order number;
- A description of the issue; and
- Clear photos of the item(s), packaging and shipping label.
After reviewing your case, we may offer a replacement, store credit or refund in accordance with our Return and Refund Policy.
7. Special Considerations for Plants and Fragile Items
Some of our products, especially plants and fragile pots or vases, require extra care during shipping. We may:
- Use additional protective packaging materials.
- Limit shipping to certain regions or times of the year to protect the quality of the product.
- Temporarily suspend shipping of specific items due to extreme weather conditions or carrier restrictions.
If any restriction applies to your order, we will notify you as soon as possible to discuss available options.
8. International Shipping (If Applicable)
If we offer international shipping, please note:
- Customs duties, taxes and import fees may be charged by the destination country and are the responsibility of the customer.
- Delivery times may be longer due to customs processing and international transit.
- Certain products (such as specific types of plants) may be restricted or prohibited from entering some countries.
We recommend checking local regulations before placing an international order that includes plants or organic materials.
9. Lost or Delayed Shipments
If your order appears to be significantly delayed or lost in transit:
- First, please track your shipment using the tracking number provided.
- Contact the carrier for more detailed information about the package status.
- If you still need assistance, contact us at support@thenewgarden.com and we will do our best to help.
Depending on the situation and carrier investigation, we may issue a replacement or refund according to our policies.
10. Changes to Shipping Policy
We may update or modify this Shipping Policy from time to time to reflect changes in our shipping practices, carriers, costs or legal requirements. Any updates will be posted on this page and will apply to orders placed after the updated policy is published.
11. Contact Us
If you have any questions about this Shipping Policy, your order or our products (plants, pots and décor), you can reach us at:
The New Garden
Email: support@thenewgarden.com