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FAQs

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At AstroKaktus NetStore, the complete satisfaction of our customers is our top priority. Check out some of our frequently asked questions below to get the information you’re looking for. Contact us with any other thoughts or questions.

What is your return policy?

You can return a product for up to 14 days from the date you purchased it. You will probably unerstand that the plants were prepared just for you and that the package represents shipping costs therefore I can refund only plants value. Any product you return must be in the same condition you received it.

Is the shipping cost combined?

For all orders the shipping cost is combined. When your order is complete, you will recieve the information about complete costs before payment. In the case of overpaid order, we will send you a refund.

How the plants are prepared?

We send the plants without soil. When we prepare the plants, we remove the substrate and wash the roots. Then we treat them with an insecticide and dry for one or two days. Prior to packaging, the roots have to be completely dry to avoid etiolation.

How long does it take to be shipped?

Due to the preparation of plants, the package is usually sent within 2-5 days. In case it is necessary to obtain Phytosanitary Certificate, or we are looking for a special plant for you, this time can be extended up to 10 days. Delay is also possible in case of weekends and holidays because we do not want the plants to wait in the package at the post office.

How long I have to wait for my package?

Delivery time depends on your location. In our experience, you will receive the package in:
Austria and Germany in 2 days,
other EU countries in 5-10 days,
other European countries in 7-15 days,
other continents in 10-25 days.
If you do not receive the package within three weeks, please let us know to request a mail search on our mail service.

What happens if my plants arrive damaged?

We do our best with all the passion and attention to all details in growing plants. We pack only healthy plants, but during the packaging and transport, some damage can occur. In case of damaged plants, please send us a picture of that plant. We accept complaints within 15 days of receipt. In case we have a plant of the same species, size and quality, we will send it as replacement, otherwise we will give you a refund.

What if I am not satisfied with plants?

If you are not completely satisfied with your purchase, please let us know to find best solution of the problem. You can return the product and get a partial refund or exchange the product for another one, be it similar or not.

Will you send me the tracking number?

All packages are tracked, I send all buyers the tracking number. You can track your package on https://sledenje.posta.si/. The tracking data are only available in countries where the post office enters data into the postal tracking system.

Is Phytosanitary certificate necessary?

We understand that additional documents such as Phytosanitary certificate and CITES represent an additional cost for you, but for export outside the Europaean Union the Phytosanitary Certificate is necessary. Many of our customers order plants without a Phytosanitary certificate, but at their own risk. For all these customers, the package is sent as a sample of goods and labeled as 'Home decoration' content. All buyers from Israel, Hong Kong, China, Canada, Thailand, India, Russia, Singapore and the UK have received their packages without any problems so far. We have also successfully shipped packages to Chile, Brazil and Australia. Nevertheless, please check at the customs administration in your country the rules about plants import, as we hold no responsibility for any losses due to customs issues or plant damages due to delayed shipping.

Do you ship plants all over the world?

Due to customs requirements, refusals or poor postal services, we send plants under special conditions:
- to Mexico and Japan only with Phytosanitary Certificate,
- by prepaying with SEPA in the USA and El Salvador.
Shipping to Turkey, Peru, Argentina, Bolivia and Nicaragua is very risky!

Do you ship during the winter?

Cacti can also be sent in the winter if the circumstances are such that the plants do not freeze. In case you want to order in the cold months, we cannot guarantee that the plants will arrive undamaged. In such circumstances, we suggest that you let us know the desired time of shipment, as we do not take responsibility for frozen or otherwise damaged goods.

Can I see a picture of the actual plant I will receive?

Where the item is labeled as WYSIWYG (what you see is what you get), you will recieve exactly the plant that is on the picture. In other cases we will choose the best plant of same quality and same or bigger size.

Can you send me my plants in pots?

No, we send the plants without substrate and pots. On your request, we can send you planted plant, but only in the EU countries and with appropriate postage corection.

How should I plant the plants?

When you receive the package, unpack the plants, put them in the shade for a few days, plant them in a cactus substrate and water them after two weeks.