KimThai Garden is pleased to offer complimentary shipping on every order. Because we ship live, rooted, potted plants, every order requires specialized handling. This policy explains how we process, pack, and deliver your order.
1. Order Processing
All orders are prepared for shipment within 1 to 3 business days from the date of purchase. Our fulfillment team operates Monday through Friday, excluding federal holidays.
- Orders placed before 2:00 PM Pacific Time on a business day will typically be processed that same day.
- Orders placed after 2:00 PM Pacific Time will be processed on the following business day.
- Orders placed on weekends will be processed on the next business day.
You will receive a shipping-confirmation email containing a tracking number and a direct tracking link within 24 hours of dispatch.
2. Shipping Cost and Coverage
| Detail | Information |
|---|---|
| Shipping cost | Free — every order |
| Handling or processing fees | None |
| Carriers | USPS, UPS, or FedEx (selected by destination and package dimensions) |
| Estimated delivery | 3–6 business days after shipment |
| Coverage area | Contiguous (lower 48) United States only |
| Not shipped to | Alaska, Hawaii, U.S. territories, APO/FPO/DPO addresses, or international destinations |
3. Tracking Your Order
Once your order ships, your confirmation email will include:
- A unique tracking number
- A direct link to the carrier’s tracking page
- Instructions for signing up for real-time delivery notifications
You may also check your order status by logging into your account on our website.
4. Live Plant Shipping Practices
Protective Packaging
Every plant is secured in custom packaging that includes:
- Root-zone insulation — thermal wrapping around the root ball and grower pot to maintain consistent moisture and temperature.
- Structural support — cardboard inserts and cushioning to prevent branches from shifting during transit.
- Soil containment — plastic or fabric barriers to prevent soil spillage inside the shipping box.
- Ventilation — small openings to allow air circulation while retaining moisture.
Weather-Related Delays
During periods of extreme heat (above 95°F) or extreme cold (below 32°F) along the shipping route, we may delay your shipment by 1–2 business days to protect plant health. We will notify you by email if your order is affected. This delay is a precaution, not a cancellation.
Separate Shipments
If your order contains multiple items — for example, a Monstera and a smaller Maranta — they may ship in separate packages and arrive on different days. You will receive a separate tracking number for each shipment.
What to Expect When Your Plant Arrives
After transit, your plant may show signs of temporary stress. This is completely normal and expected:
- Drooping or wilting leaves — caused by reduced light and humidity during transit. Leaves typically perk up within 2–5 days after unpacking and watering.
- Minor leaf loss — a few leaves may yellow or drop during transit. This does not harm the plant and new growth will appear within weeks.
- Soil displacement — some soil may shift within the pot. This is cosmetic and does not affect root health.
- Branch angle adjustment — branches may shift slightly during transit. You can gently reposition them once the plant is unpacked.
If your plant arrives damaged, contact us within 48 hours of the first delivery scan at info@kimthaigarden.com with your order number and photos.
Unpacking and Acclimation
- Open your package within 24 hours of delivery.
- Remove all packaging materials carefully.
- Water the plant thoroughly until water flows from the drainage holes.
- Place in a shaded area for 3–5 days to acclimate.
- Move to its permanent location with appropriate light for the species.
5. Address Accuracy
Please verify your shipping address carefully before completing checkout. KimThai Garden is not responsible for orders shipped to an incorrect or incomplete address provided by the customer.
If you need to change your shipping address after placing an order, contact us at info@kimthaigarden.com or +1 (323) 388-3871 as quickly as possible. We will do our best to update the address before fulfillment, but changes cannot be guaranteed once the order has entered our processing queue.
Orders placed with a shipping address in Alaska, Hawaii, U.S. territories, or any international location will be cancelled and fully refunded.
6. Lost, Stolen, or Damaged Packages
Lost Packages
If your package has not arrived by the end of the estimated delivery window, please contact us. We will initiate a trace with the carrier and work toward resolution, which may include reshipment or a full refund.
Damaged Packages
- Keep all packaging — including the shipping box, insulation, filler material, and grower pot.
- Photograph the damage — capture the outer packaging, the plant, and any broken branches, crushed leaves, or spilled soil from multiple angles.
- Contact us within 48 hours of the first delivery scan at info@kimthaigarden.com with your order number and photographs.
We will review the evidence and offer a replacement or full refund at no additional cost to you.
Packages Marked Delivered but Not Received
Check with neighbors, building management, or your mail carrier. If the package cannot be located, contact us within 48 hours of the delivery notification and we will file a claim with the carrier.
7. Multiple Packages
If your order contains multiple items, they may ship in separate packages and arrive on different days. You will receive a separate shipping-confirmation email for each shipment.
8. International Shipping
At this time, KimThai Garden ships exclusively within the contiguous United States. We do not ship to Alaska, Hawaii, U.S. territories, or any international address.
Contact Us
KimThai Garden
901 N Broadway, Los Angeles, CA 90012
Email: info@kimthaigarden.com
Phone: +1 (323) 388-3871
Business Hours: Daily 11:30 AM – 5:00 PM (PT), Closed Wednesdays