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Please upload clear photos of the tree/item, shipping box, and packaging. Photos of hand-written notes will not be passed on by the system.

Photos submitted for damage claims will be verified with AI-assisted image review.

We apologize for the inconvenience. We will check our records and either provide a dispatch photo confirming the item was sent, or send the missing item promptly if it was missed.

If your order is taking longer than usual to arrive, please reach out to NZ Post. Phone: +64 09 977 0102. If order has taken longer than 7 days to arrive, we will investigate and provide you with an update. If your tree has been damaged as a result of being in transit for too long, please submit an image via 'Tree damaged in transit' and we will remedy the situation.

Your tree should be fine as we water our trees before we send them. If it has been more than few days in transit, be sure to water the tree well when it arrives. If your tree arrived damaged after more than 7 days in transit, please submit a photo via 'Tree damaged in transit'.

"Can I keep the tree in its box until I gift it?" No. Take the tree out of the box to ensure it receives sun and water. Place the tree back into the box prior to gifting.

We do not offer refunds for change-of-mind purchases. However, we may be able to offer an exchange at our discretion. This does not affect your rights under the Consumer Guarantees Act if an item is faulty, damaged, not of acceptable quality, or does not match its description. Please see our Terms of Service and Refund Policy for more information.

I confirm this is a bulk order request or business to business enquiry, and not a general service request.

For bulk orders, corporate gifting, partnerships, or wholesale enquiries only. Customer service issues, delivery problems, cancellations, and tree care questions submitted here will not receive a response. Please use the correct form option above.

For declining bonsai tree health, see the article: My Bonsai Needs Help. For all other advice, please visit our Learning Area.

If you would like to alter your order before it is packed by us, please select from the below options. You can use the image upload tool to assist us. Photos of hand-written notes will not be passed on by the system.

We will send an invoice and or refund the price difference.

Exchanges are only possible before your item is packed to be sent.

Sorry, we’re unable to notify customers individually. Please follow our Facebook page for product updates.

We always pack and send healthy trees. If your tree has dropped leaves, it may be a deciduous variety, which naturally loses its leaves at certain times of year. If it arrived without flowers, this can also be normal, as some trees naturally shed flowers during transport or after flowering. The only time your tree might arrive in less than ideal condition is if your parcel was delayed in the post. Pease submit a request through our website form under 'Tree delayed (7+ days) for this situation. If your tree has arrived damaged, please submit a request under 'Tree damaged in transit'.

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If we haven't packed both items separately yet, we will combine them and refund the difference.

We're not currently running bonsai workshops

Sorry you’re having trouble completing your order.

While we look into this on our end, it may help to refresh the checkout page, double-check your payment details, try another browser or device, or use a different payment method if one is available.

We’ll check things from our side and do what we can to get this sorted.

Photos of hand-written notes will not be passed on by the system.

We're an online only store

Submit your details and we will be in touch.

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Please enter your order number and we will send you a new starter kit guide. We have a bonsai care guide on our website

Pleas see our FAQ's page

Please see visit our page 'My Bonsai Needs Help' for assistance

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To help us respond correctly, please choose the most relevant enquiry type. Visit our FAQs page for anything not covered here. Select the closest option so we can assist you more efficiently. If you’re unsure, select the most relevant option.

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