We always try to please and look for ways to improve our growing, shipping, or service.
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We ship out hundreds of orders, and thousands of plants each year. We take pride in the fact that we send healthy and well-grown plants. These are carefully wrapped and boxed and fast working.
We guarantee safe delivery* and healthy, properly labeled, and true-description plants. On occasion (about 1 in every 100 orders), we will have to make good on our guarantee. Sometimes, plants perish in weather that is too cold, sometimes the couriers "squashes" a box and, sometimes, we are to blame for poor packaging or clerical mistakes. In such cases, we will reship plants, issue a credit, or refund money (note again we need to do this on about 1 in every 100 or so orders).
In any event, we always try to please and look for ways to improve our growing, shipping, or service.
Here is a few of the unsolicited comments recently made by some of our customers. All appear precisely as written, without editing. And so that the page doesn't become too lengthy, we only reprint those received during the last several months. More appear on our Facebook page.
And following is some criticism: Yes, we sometimes get complaints--we do guarantee safe delivery for shipping via our private courier and occasionally need to process a refund or send a replacement plant (our average is about a few in every 100 orders). We haven not printed these. These are the more specific complaints/comments that customers have made--we reprint them so that we have a chance to explain, improve our work and, perhaps, avoid similar problems in the future.
From Stanislas Simon, CanadaI picked up the package yesterday morning at the airport, and the inspection took place yesterday afternoon. During the inspection, I was not satisfied with the cleaning work done by your team. There were traces of growing medium on some plants, to the point that the inspector confiscated two plants: Medinilla quadrialata and Petrocosmea kerrii (see attached photos).
The inspector was very lenient, as there were traces on other plants, but not many, just those two plants where there was a significant amount, and he couldn't let them pass. Fortunately, he also accepted the other plants. The current policy in Canada is to confiscate the entire package at the slightest trace of growing medium (this is what propably happened in Toronto last spring). I don't know if it's because I was at home and there for the inspection, or if it's the inspector's personal policy, but only these two plants were seized. He's supposed to send me some paperwork about it on Monday, which I'll forward to you.
It's a real shame because you have a very nice list of unusual plants, the communication is perfect, the payment methods are great, the quality of your plants is remarkable, the quality of your packaging is top-notch and by far the best I know, even though I work with about 10 suppliers, but the root washing is neglected, risking the loss of all the plants through seizure.
What we explained: Buyer is a repeat customer who place orders regularly. We regret and ashamed that the Canadian import regulations have been changed and our co-operated Canadian import broker did not notice us promptly. It seems to be a lapse between the old measures and the new ones at the time this shipment mailed out. In the past sterile media such as peat, perlite, vermiculite and sphagnum is allowed entry, making us remove just 2/3 of the media when packed. This led to the import difficulties upon arrival as mentioned above.
Despite the fact that the shipping option customer chose is out of our live arrival guarantee, we decided to send him the replacement with next purchase. Now plants for planting (rooted plants) exported to Canada must be complately bared root by washing, and moss items cannot be shipped.
From Phillip Law, United StatesI am writing to you regarding my recent order, INV0001624, which arrived on today June 9, 2026. Specifically, I am contacting you about the shipment of Ophioglossum pendulum I received.
As a returning customer, I have purchased Ophioglossum pendulum from your company in the past many times and have always been satisfied with the quality and size of the specimens provided. However, the plants included in this recent shipment did not meet expectations. The specimens are exceptionally small—significantly smaller than what you have previously sent and well below an acceptable standard for this order. Some plants only have 3 leaves, etc.
Given our ongoing business relationship, I am incredibly disappointed with the size of these plants, as they are simply not viable for my current needs.
What we explained: We admitted that we shipped the wrong size plants. This was the result of miscommuniation between the marketing team and production team while the offered size had been changed. It is just a rare case. We sent the replacement without any additional charges.
