Skip to content

FAQ

How does local pickup work

If you chose local pick up, your order will be available for pickup on Sunday March 15th in Stittsville, in the afternoon or evening (times are flexible but it will have to be after 1pm) or any other time in Buckingham (near Gatineau) QC. If you are in a situation where you live in the Ottawa-Gatineau region but it is impossible for you to pick up the plant, choose local pickup and reach out to us. If delivery is not possible on our end, we will arrange an appropriate shipping option with you. We do not guarantee that delivery will be possible, but we will try our best to work something out. Please be aware that if it is not possible, shipping within the Ottawa-Gatineau region is around $15. If delivery is not possible and you decide that you do not want to have the plant shipped, a full refund will be issued. We want to make our customer’s experience as pleasant as possible, so please do not hesitate to reach out to us in order to work something out!

Is my purchase guaranteed?

All of our plants are properly acclimated to Canada, with strong roots and healthy leaves. We ship bare root, to reduce shipping expenses and prevent the possible spread of pests and diseases. 

Our shipping partner is UPS. Depending on where you live, your package will arrive within 1-2 business days from the time of shipment. Once your package is with UPS, we are no longer in control of how it is handled. Packages are insured for a minimum of value of $100.  If the package does not arrive within the guaranteed time, a claim can be launched with UPS. Please contact us by email, acebotany@gmail.com , for more information. 

 

Once your receive your shipment, you have 24 hours to present us with any issues. You will need to provide photos of your plant to us by email and from there we will discuss how to proceed. These things will be determined on a case by case basis. We will also have photos of your plant(s) wrapped, packaged and in their box. If you would like to see these photos before or during shipment, please send us an email. We will be happy to provide them upon request. This allows us to keep track of the condition the plants were in upon sending them in order to properly assess any damage or other issues that may arise. 

 

We will not be accepting returns, however if it is deemed necessary for your case we will issue refunds, either full or partial. These refunds will be issued as a refund to your method of payment, and not in store credits. 

What is the best way to care for my plant once it arrives?

  1. Once you receive your plant, carefully inspect the roots for any damage. 
  2. If the roots appear strong and healthy, we recommend that you move the plant into leca. Our plants are acclimatized in leca, therefore our suggestion is to continue using it. 
  3. If the roots do not seem strong, or you do not have leca, we recommend you place the roots in room temperature water for a few hours to let them regain strength and then transition them to a well draining soil mixture.
  4. We do not recommend fertilizing for at least 5 weeks after you have received the plant in order to give it enough time to adapt to your new environment
  5. Some plants do not ship well, so it is possible that some leaves may be wilted or yellowing. Do not panic, this is normal. If anything seems abnormal and you want to make sure, feel free to contact us at anytime and we will gladly assist you
  6. Water when the soil gets dry. Do not let them sit in wet soil, to avoid root rot. 
  7. We reserve the right at any time to refuse reimbursement if we deem that the care instructions we provided were not followed. If you have any concerns, please try to photograph your plant upon arrival. This will help us determine the proper extra care steps that could be helpful to you.