Shipping Policy

This Shipping Policy explains how orders placed through plantermuse.com are processed, fulfilled, shipped, tracked, and delivered.

Plantermuse is owned and operated by Chengdu Xinyao Chengyu Network Technology Co., Ltd.

Ordering, Delivery, Returns, and Support

  • How to purchase: Select your products, provide your shipping and payment information, and complete payment through our website checkout. An order confirmation will be sent to the email address provided at checkout.

  • How to receive your order: Your order will be delivered to the shipping address provided at checkout. Tracking information will be emailed when it becomes available.

  • How to request a return: Contact service@plantermuse.com before returning any product. Returns must follow the eligibility requirements and instructions in our Return & Refund Policy.

  • How refunds are issued: After an eligible return or refund request is reviewed and approved, the refund will generally be issued to the original payment method. Processing times may vary by payment provider.

  • Who to contact: For order, delivery, return, refund, damaged-item, or missing-package issues, email service@plantermuse.com with your order number and a description of the issue.

Order Processing

Orders are typically processed within 1–3 business days after payment has been successfully confirmed.

Processing time is separate from delivery time. Orders placed on weekends or public holidays will generally begin processing on the next business day.

During periods of high order volume, public holidays, or when additional order verification is required, processing may take longer. If a significant delay affects your order, we will contact you using the information provided at checkout.

Estimated Delivery Times

Estimated delivery times vary depending on the destination and selected shipping method.

For orders shipped to the United States, standard delivery generally takes approximately 5–12 business days after dispatch.

Including processing time, the estimated total time from order confirmation to delivery is approximately 6–15 business days.

International delivery times may vary depending on the destination, carrier, customs processing, and local delivery conditions. All delivery timeframes are estimates and do not constitute guaranteed delivery dates.

Shipping Fees

Shipping costs are calculated and displayed at checkout based on the delivery destination, package size and weight, order contents, and selected shipping method.

You will be able to review the applicable shipping charge before completing your purchase. We will not add undisclosed shipping charges after an order has been submitted.

Fulfillment and Shipping Origin

Orders may be fulfilled from our own or partner facilities depending on product availability, inventory location, package size, and delivery destination.

Products within the same order may be shipped separately from different fulfillment facilities. Separate packages may arrive on different dates and may have individual tracking numbers.

Large or Fragile Products

Large, heavy, or fragile planters may require additional handling, reinforced packaging, or processing time.

Any available shipping restrictions, special handling requirements, or additional charges will be disclosed on the product page or during checkout before the order is completed.

Order Tracking

Once your order has shipped, a shipping confirmation email containing available tracking information will be sent to the email address provided at checkout.

Tracking information may take several days to update after a shipping label is created. If an order is shipped in multiple packages, you may receive more than one tracking number.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address.

If you need to correct your address, please contact us as soon as possible. Address changes cannot be guaranteed after an order has entered processing or shipment preparation.

If a package is returned because of an incomplete or incorrect address, please contact us so we can review the available reshipment or refund options. Additional shipping charges may apply when an address error was provided by the customer.

Delivery Delays

Orders may be delayed because of carrier operations, customs inspections, severe weather, public holidays, remote destinations, address issues, or other circumstances outside our reasonable control.

If your tracking information has not updated for an extended period or your order has not arrived within the estimated delivery window, please email us at service@plantermuse.com with your order number.

We will review the tracking information and, where appropriate, contact the carrier or fulfillment partner to help investigate the shipment.

Lost or Missing Packages

If a package appears to be lost in transit, please contact us with your order number and tracking information. We will investigate the shipment and determine the appropriate resolution based on the carrier’s findings and the circumstances of the order.

If tracking shows that a package was delivered but you cannot locate it, please first check:

  • The delivery area and any safe locations around the property

  • Other household members, reception desks, or building management

  • Nearby neighbors who may have accepted the package

  • Any delivery notice or additional carrier tracking details

If the package remains missing, contact us promptly. A “delivered” tracking status will not automatically prevent us from reviewing your claim. We may ask for additional information and coordinate with the carrier as part of the investigation.

Damaged or Incorrect Items

If your order arrives damaged or you receive an incorrect item, please contact us promptly.

Include your order number and clear photographs of the product, outer packaging, inner protective materials, and shipping label. We will review the information and provide an appropriate solution in accordance with our Return & Refund Policy.

Contact Information

Brand Name: Plantermuse
Company Name: Chengdu Xinyao Chengyu Network Technology Co., Ltd.
Registered Address: Room 204, No. 3 Annex, No. 198 Jinxing North Road, Wuhou District, Chengdu, Sichuan Province, China.
Email: service@plantermuse.com
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.

We aim to respond to customer inquiries within 1-2 business days.