FAQ

KimThai Garden | Los Angeles, California

Orders

How do I place an order?

Browse our website, select the plants you want, and add them to your cart. Proceed to checkout, enter your shipping information, select a payment method, and confirm your order. You will receive an order-confirmation email within minutes.

Can I modify or cancel my order?

Yes, within 2 hours of purchase, provided the order has not yet shipped. Email us at info@kimthaigarden.com or call +1 (323) 388-3871 with your order number. After 2 hours, your order may have entered our fulfillment process and changes may not be possible.

Why was my order cancelled?

We may cancel orders in cases of payment authorization failures, invalid billing or shipping information, pricing errors, out-of-stock items, or suspected fraud. If your order is cancelled after payment has been processed, you will receive a full refund within 10 business days.

Payment

What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Shop Pay.

What currency are prices displayed in?

All prices on our website are listed in United States Dollars (USD). The total displayed at checkout includes the product price, applicable taxes, and free standard shipping.

Is checkout secure?

Yes. Our website uses SSL encryption to protect your data during checkout. We do not store or have direct access to your full credit card details. All payment processing is handled by PCI-DSS-compliant providers.

What should I do if my payment is declined?

Double-check your billing address, card number, expiry date, and CVV. Ensure your card has sufficient funds. If the issue persists, contact your bank or try a different payment method. You can also try disabling your VPN or using a different browser.

What name will appear on my credit card statement?

The charge will appear as “KimThai Garden” on your statement. If you see a charge under this name that you do not recognize, please contact us before contacting your bank — we can usually resolve the question immediately.

Shipping

Do you offer free shipping?

Yes. We offer free standard shipping on all orders within the contiguous United States. We do not charge handling or processing fees.

Do you ship internationally?

Currently, we only ship to addresses within the contiguous United States. We do not ship to Alaska, Hawaii, U.S. territories, APO/FPO addresses, or international addresses.

How long does shipping take?

Orders are processed within 1–3 business days. Estimated delivery time is 3–6 business days after shipment. You will receive a tracking number once your order ships.

How will I know when my order ships?

Once your order has been dispatched, you will receive a shipping-confirmation email with a tracking number and a link to monitor your delivery in real time.

Will my items ship together?

If your order contains multiple items — for example, a Monstera and a smaller Maranta — they may ship separately and arrive on different days. You will receive separate tracking information for each shipment.

Live Plants

How are live plants packaged for shipping?

Each plant is secured in custom packaging that includes root-zone insulation, structural support to protect branches, soil containment barriers, and ventilation openings. During extreme heat or cold, we may delay shipping by 1–2 business days to protect your plant.

What should I do when my plant arrives?

Open your package within 24 hours of delivery and water your plant thoroughly. Plants may show temporary drooping, minor leaf loss, or slight yellowing after transit. These are normal responses and typically resolve within 1–2 weeks with proper care.

We recommend placing your newly arrived plant in a shaded area for 3–5 days before moving it to its permanent location, to allow gradual acclimation.

Will my plant look exactly like the photos on the website?

Plants are living organisms and naturally vary in height (within the stated range), leaf density, branching pattern, and overall appearance. These are normal biological variations and are not grounds for return.

My plant arrived damaged. What should I do?

Please contact us within 48 hours of the first delivery scan by the carrier with clear photographs of the plant and its packaging. We will arrange a replacement or full refund. Damage reports received after 48 hours may not be eligible for resolution.

Are your Maranta Prayer Plants pet-safe?

Both Maranta Lemon Lime and Maranta Leuconeura are listed as non-toxic to cats and dogs by the ASPCA. The Money Tree (Pachira) is also listed as non-toxic by the ASPCA. Please note that the Neon Pothos is toxic to cats and dogs if ingested (ASPCA).

Returns and Refunds

What is your return policy?

You have 30 days from the date of delivery to request a return. All products, including live plants, are eligible. Items must be in substantially the same condition as received.

Do I have to pay for return shipping?

No. We cover all return shipping costs. A prepaid return-shipping label will be provided at no charge upon authorization of your return.

How long does it take to receive my refund?

Once we receive and inspect your returned item, approved refunds will be issued to your original payment method within 10 business days. Your bank may take an additional 5–10 business days to post the credit.

How do I start a return?

Email us at info@kimthaigarden.com with your order number and the reason for your return. If the item arrived damaged or is not what you ordered, please include photographs. We will respond within 24 hours with return instructions and a prepaid shipping label.

Can I exchange my plant for a different species?

Yes. Contact us at info@kimthaigarden.com within 30 days of delivery. We will confirm availability and guide you through the exchange process. A prepaid return label will be provided for the original item.

Plant Care

How often should I water my plant?

Watering frequency depends on the species. As a general rule, water when the top inch of soil feels dry. Tropical foliage plants like Monstera and Pothos prefer to dry slightly between waterings, while flowering plants like Gardenia and Hydrangea prefer consistently moist soil. Check the care instructions on your product page for species-specific guidance.

How much sunlight does my plant need?

Light requirements vary by species. Tropical foliage plants (Monstera, Pothos, Maranta, Fatsia) thrive in bright to medium indirect light. Flowering plants (Gardenia, Hydrangea, Petunia, Azalea) generally prefer partial shade to full sun. The Olive Tree requires full sun — at least 6 hours of direct sunlight daily. Refer to your product page for specific guidance.

My plant is losing leaves. Is something wrong?

Some leaf loss is normal during the first 1–2 weeks after shipping as the plant adjusts to its new environment. If only a few lower leaves are yellowing or dropping, this is typically part of the plant’s natural cycle. If you notice rapid, widespread leaf loss or dark spots, contact us at info@kimthaigarden.com with a photo and we will help troubleshoot.