Shipping Policy

At The Bonsai Supply, we work to get your order packed carefully and on its way as quickly as possible. Many of our products are heavy, natural-material products such as bonsai soil, aggregates, amendments, and fertilizers, so shipping methods and availability may vary depending on the item and destination.

Order Processing

Orders are generally processed and shipped within 1–2 business days after the order is placed.

Orders placed on weekends or holidays will begin processing on the next business day. During periods of high order volume, promotions, holidays, or severe weather, processing may take slightly longer.

Once your order ships, you will receive a shipping confirmation with tracking information.

U.S. Shipping

Most orders are shipped via UPS Ground, although we may use another carrier or service when appropriate for the order.

UPS Ground shipments typically arrive within 3–5 business days after shipment. Delivery times are estimates and may vary depending on your location, weather, carrier delays, holidays, or other circumstances outside of our control.

Free Shipping

We offer free standard shipping on qualifying U.S. orders of $35 or more.

Free shipping is not available for:

• PO Boxes

• Alaska

• Hawaii

• Puerto Rico

• International destinations

Additional shipping charges or restrictions may apply to oversized, unusually heavy, wholesale, palletized, or special-order shipments.

Available shipping options and charges will be displayed at checkout.

PO Boxes

Because many of our orders ship via UPS, a physical street address is recommended.

Certain orders cannot be delivered to a PO Box. If we are unable to ship your order to the address provided, we may contact you to request an alternate shipping address before the order can be shipped.

Tracking

Tracking information will be emailed to you once your order has shipped.

Please allow time for the carrier's tracking system to update after your shipping label is created. A tracking number may be generated before the package has been scanned into the carrier's network.

Shipping Delays

Once a package has been accepted by the carrier, transit times are controlled by the carrier and cannot be guaranteed by The Bonsai Supply.

Carrier delays may occur because of weather, holidays, transportation interruptions, incorrect addresses, or other circumstances outside of our control.

If your shipment appears to be significantly delayed or tracking has stopped updating, please contact us and we will be happy to help investigate the shipment.

Incorrect or Incomplete Shipping Addresses

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

If you notice an error in your shipping address, please contact us as soon as possible. We will make every reasonable effort to update the address before shipment, but we cannot guarantee that an address can be changed once an order has entered fulfillment or has been transferred to the carrier.

The customer may be responsible for additional shipping charges when an order is returned, redirected, or requires reshipment because of an incorrect or incomplete address provided at checkout.

Lost Packages

If tracking shows that your package has not been delivered and appears to be lost in transit, please contact us at info@thebonsaisupply.com with your order number.

We will review the tracking information and, when appropriate, work with the shipping carrier to investigate the shipment.

Packages marked as delivered by the carrier may require additional investigation before a replacement or refund can be issued.

Damaged Shipments

We take care when packing our products, but shipping damage can occasionally occur.

If your order arrives damaged, please contact us as soon as possible at info@thebonsaisupply.com and include:

• Your order number

• A description of the damage

• Photos of the damaged product

• Photos of the shipping box and packaging, when applicable

Please keep the original packaging until the issue has been resolved, as the carrier may require photos or additional information for a damage claim.

We will review the situation and work with you toward an appropriate resolution.

Multiple Packages

Depending on the size and weight of your order, your shipment may be divided into multiple packages.

Packages from the same order may receive separate tracking numbers and may arrive on different days.

International Shipping

International shipping availability and rates vary by destination and product.

Shipping charges, when available, will be calculated at checkout.

The customer is responsible for any applicable:

• Import duties

• Customs fees

• Brokerage fees

• Taxes

• VAT

• Other charges imposed by the destination country

These charges are not included in our product prices or shipping charges unless specifically stated otherwise.

International Product Restrictions

Some of our products contain natural, mineral, organic, soil, bark, fertilizer, or plant-growing materials that may be regulated or restricted by customs or agricultural authorities in certain countries.

We cannot guarantee that every product can legally be imported into every destination.

International customers are responsible for confirming that the products they order are permitted for import into their country. We reserve the right to cancel an order if we determine that a product cannot reasonably or legally be shipped to the destination.

The Bonsai Supply is not responsible for delays, inspections, seizures, refusals, or additional charges imposed by customs or government authorities due to destination-country import requirements.

Wholesale and Freight Orders

Wholesale, commercial, bulk, palletized, and freight shipments may be subject to separate shipping terms and rates.

Please contact us for shipping information related to wholesale or large-volume orders.

Questions About Your Shipment

If you have any questions about an order or shipment, please contact us:

The Bonsai Supply
Email: info@thebonsaisupply.com
Website: thebonsaisupply.com

Please include your order number whenever possible so we can assist you quickly.