Shipping Policy

KimThai Garden is pleased to offer complimentary shipping on every order. Because we ship live, rooted, potted trees and 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	14–19 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

The 14–19 business-day delivery window is longer than standard e-commerce shipping because our products are live trees and plants that require insulated packaging, climate monitoring, and careful transit handling. We do not rush shipments at the expense of plant health.

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-Tree Shipping Practices

Protective Packaging

Every tree and 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 the trunk, branches, and fruit 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.

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 3-gallon Kumquat tree and a smaller potted Mint plant — 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 Tree Arrives

After 14–19 days in transit, your tree 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 tree 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.
Fruit condition — citrus fruits (Kumquat, Meyer Lemon, Kaffir Lime, Pomelo, Calamansi) may show minor surface blemishes or slight softness after transit. These cosmetic marks do not affect the fruit's freshness or flavor. Wash fruit thoroughly before eating.
Branch angle adjustment — branches may shift slightly during transit. You can gently reposition them once the tree is unpacked.

Recommended Unpacking and Acclimation Steps

Open your package within 24 hours of delivery.
Remove all packaging materials carefully.
Water the tree thoroughly until water flows from the drainage holes.
Place the tree in a shaded or partially shaded area for 3–5 days to allow gradual acclimation to outdoor light.
After the acclimation period, move your tree to its permanent growing location — full sun for citrus and tropical fruit trees, or appropriate light for flowering plants and herbs.

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

If your tree arrives damaged:

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 delivery 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.