Welcome to Roots Plants Shop’s FAQ section! We’ve compiled answers to the most common questions about our plants, shipping, payments, and more. If you don’t find what you’re looking for, our gardening experts are always happy to help at [email protected].

About Our Plants

What types of plants do you specialize in?
We specialize in a wide variety of plants including perennials (like Achillea and Agapanthus), ornamental trees, fruit trees (apples, apricots, etc.), shrubs, pond plants, climbing plants, annual bedding plants, and vegetable plants. Our nursery carefully cultivates each plant to ensure it arrives at your doorstep healthy and ready to thrive.
Are your plants suitable for beginner gardeners?
Absolutely! We offer plants for all skill levels, from easy-care annuals to more specialized specimens. Many of our plants come with growing guides, and our team is always available to offer advice for your specific gardening conditions.
Do you offer seasonal planting recommendations?
Yes! We provide seasonal planting guides on our website and can advise on the best times to plant based on your location. As a general rule:
  • Spring/Fall: Ideal for most perennial plants, trees, and shrubs
  • Summer: Best for heat-tolerant plants (we recommend expedited shipping)
  • Winter: Special cold-protection packaging is automatically applied

Ordering & Account Questions

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
How do I create an account?
During checkout, you’ll have the option to create an account by providing your email address and creating a password. This allows you to track orders, save favorites, and receive personalized gardening tips.
Can I modify or cancel my order after placing it?
Orders enter our processing system quickly to ensure fresh delivery. Please contact us immediately at [email protected] if you need to make changes—we’ll do our best to accommodate your request if your order hasn’t yet been prepared for shipment.

Shipping & Delivery

What shipping options do you offer?
We offer two shipping methods:
  1. Standard Shipping ($12.95 flat rate): 10-15 day delivery via DHL or FedEx with order tracking
  2. Free Shipping (orders over $50): 15-25 day delivery via EMS
All orders take 1-2 days to process before shipping.
Do you ship internationally?
Yes! We ship globally except to some Asian and remote regions. International orders include all necessary phytosanitary documentation and clear customs labeling for smooth processing. You’ll see any regional advisories during checkout.
How are plants packaged for shipping?
Our horticulture experts use plant-specific packaging techniques:
  • Root protection systems
  • Foliage safeguards
  • Climate-appropriate insulation
  • Moisture control
  • Winter orders receive special cold-protection
When will I receive tracking information?
You’ll receive email notifications at each stage: when your order is processed, when it ships, and with any significant updates. Standard shipping includes detailed tracking through DHL/FedEx.

Returns & Guarantees

What is your return policy?
We offer a 15-day return policy from the delivery date. If your plants arrive damaged or don’t meet your expectations, please contact us immediately at [email protected] with photos of the issue.
How do I return plants?
Contact our customer care team within 15 days of delivery. We’ll guide you through the return process, which may vary depending on plant type and condition. In most cases, we’ll ask for photos to assess the situation before requesting physical returns.
Our Guarantee: We stand behind every plant we ship. Your gardening success is our success—if you have any concerns about your plants’ health upon arrival, we’ll work with you to make it right.

Plant Care After Delivery

What should I do when my plants arrive?
  1. Unpack immediately and inspect
  2. Water if soil is dry
  3. Acclimate plants to their new environment (especially if shipped from different climate zones)
  4. Plant as soon as possible, following included instructions
My plant looks stressed after shipping—is this normal?
Some transplant shock is normal after shipping. Most plants recover within 1-2 weeks with proper care. If your plant shows severe distress beyond this period, please contact us with photos for advice or our guarantee.

Still have questions? Our gardening experts are always here to help at [email protected]. Happy planting from all of us at Roots Plants Shop!