Frequently asked questions

Shipping and Delivery

Do we post to rural locations?

Yes! We post to most places in New Zealand, where it is possible, with an extra cost of $2.00 for rural shippings in both islands.



Do we post to PO Boxes?

No, at the moment we cannot post to PO boxes. Our shippings are done through Past the Parcel with a tracking number which will be emailed to you.



I ordered more than 1 plant, can I combine my order in one shipment?

Yes! We have multiple options in terms of shipment rates. We can combine shipment orders for 3 - 4 plants for $20 North Island and $22 South Island (and additional $2 for rural areas). For orders with 5 or more plants. Please contact us via email to arrange more shipment options.



When do I get my plants?

We dispatch our orders EVERY MONDAY. Within the North Island your order should arrive within 2 days and within 3 days in the South Island. Tracking numbers will be emailed to you as soon as possible. IF your order is delayed or lost - please contact us as soon as possible at ces@hoya-obsession.com.



Payment

How can I pay?

We take Paypal, Credit or Debit Card (Visa, Mastercard). We also accept manual payments (bank transfers). Currently, we don't take Afterpay but we are looking at other payment options.



Orders

Did my order go through?

You should get an order confirmation in the "Thank you page" that will appear on your screen after your check out. You will also received an order confirmation, confirming that your order went through and that we received your order.



Can I cancel my order?

Yes, there is no charge if you cancel within 24 hours you placed your order. Cancelling orders past the 24 hours (when the order has been processed and possibly packaged) you will be charged a cancellation fee of $5. We will refund the balance of your order within 10 working days.



Can I add or change items to my order?

Once you check out and pay you cannot add or change to that order. However, you can add additional items to your previous via a new order form and we will email and liase with you about further shipment or payment instructions. But no, you cannot order one plant and then swap it with another one once you have checked out. If you made a mistake or change your mind, immediately email us or leave a message here and we will get back to you. We are currently working on a "wishlist" and "my account" section on the website. Where you can add/edit your cart and save it for 7 days! ITS COMING SOON!



It says out of stock, when can I order them again?

If the product says Out of Stock, that means it's just sold out or we haven't had a chance to change or update our inventory. You could try and message us to see if we have more stock in our greenhouse and we would get back to you when we can.



Can I come to your nursery and pick my plants in person?

No. We are not open to the public except for arranged collection of pre-ordered pickup. Dont worry! we always select the best, largest-size plants for your order!



Can I request an order or plant?

YES! If you are after and looking for a specific plant that is not in the store website. Simply, send us a message and we would see what we could do for you and your request!



Refunds, return and replacements

TO AVOID REFUNDS OR RETURNS

- Please check all product descriptions before you order. We try and put as much and clear descriptions as we can. - Please make sure you are paying for the correct size of plant you are wanting. We have a variety of sizes for each plant, with different prices. It's up to you and to your discretion that you are ordering the corrent plant/size. Some listings have multiple images to show the different sizes we are offering - with different prices. Please keep note of that and not expect a well established plant like the images when you only paid for a $20 unrooted item. - Please check your order as soon as it arrives. If there is a problem, please email us via ces@hoya-obsession.com as soon as possible, within 48 hours of receipt where possible. We cannot accept responsibility for any issues or delivery problems after that. Email us photographs of the plants so we can see the problem and take steps to identify and rectify it. - Let us know your full name and the order number, so we can track your order faster. You can read our terms and conditions and return policy here.



I ordered a different plant to the one we sent you

If we mistakenly sent you the wrong plant that are not the ones you ordered. Please contact us as soon as possible. We will liase with you and either mail you replacements or issue you a refund.



Your plant arrived in poor condition.

We select the plants in the best condition possible and healtheist we have available to send. However, issues could arise in transit. As these are viable organism being transported and subjected to hours/days in an enclosed box and possible mishandling by couriers - things we have no control over. If your plants arrive in "poor condition". Poor condition as in unlikely to live and survive. Please take photographic evidence within 48 hours of reciept so we can take futher actions. We would either send you replacements or refund you your money. We do not refund plants just because they do not look exactly like the website.



HOW DO YOU PACKAGE THE PLANTS FOR SHIPPING

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