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At BonsaiOutlet.com, our goal has been and always will be, to provide world-class customer service. We've earned our reputation over the years by providing personal, friendly customer service along with quality products at great prices.
Frequently Asked Questions
Why are your shipping costs so high?
Shipping is based off weight and distance. The prices that are quoted come directly from the companies live rates. We do not control these fees that postal services charge. You pay what we pay and nothing more.
Some companies offer free shipping because they raise the prices of all their products to cover the cost. Our business model is to inform and offer our customers the lowest cost on our products.
Do you ship internationally?
We ship inorganic material internationally such as pots, tools, accessories, etc. However, we do not ship organic materially international such as trees, seeds, fertilizers, soils, etc. this is due to restrictions put upon us by Customs.
If you’re interested in purchasing internationally you will need to contact customer service by e-mail providing a list of items they you wish to purchase. They will provide you a quote.
My order has arrived but an item is broken what do I do?
It is important to note that we do our best to clearly mark the boxes with fragile labels and pack it to ensure it arrives in once piece. However, when working with items that break such as pots it is bound to happen. If it happens to you please contact our customer service department via e-mail. Please provide photos of the broken items and we will arrange replacement to be sent or issue a refund for that item.
I’m new to bonsai and looking for a beginner bonsai tree?
Bonsai trees are very specific to personal preference. However, the two trees we recommend the most for beginners is the Dwarf Jade Bonsai or the Golden Gate Ficus as these are great starter trees. We recommend reviewing care instructions that we provide to see if you can meet the needs of the tree before purchasing them.
My tree has arrived but it is losing all its leaves. What is going on?
It is important to remember these trees are in a well-taken care of in a controlled environment for their life until they are put into a dark box and shipped to a new area. This process can cause shock to the tree(s) which typically causes them to lose their green leaves. This is a normal process as they adjust to their new environment with proper care they will grow their leaves back time frames depend on the species it could take 2 – 6 weeks.
My tree has died can you replace it?
If your purchase was within the first 30 days and your tree has died then we will replace your tree. The process includes sending photos of your tree to our customer service team to verify the tree is dead. If the tree isn’t dead but not thriving well our customer service team will offer you recommendation in promoting an optimal environment for the tree to thrive.
If your purchase is outside the 30 days then we will not be able to offer you a replacement or refund. These trees are living organisms that require proper care. We offer species-specific guidelines on our website at: http://bonsaioutlet.com/bonsai-tree-care-sheets/ and other general resources at: http://www.bonsaioutlet.com/bonsai-care-resources/. We recommend using these as guidelines but with all living things some modification may be needed to tailor to the unique qualities of your specific tree.
I need to place an order what is the best way to do this?
The best way to place an order is by using our website. Phone orders are hard to fulfill due to time differences and length in time to return phone calls.
For the quickest response, please email us. Your question can then be routed to the person best able to answer your questions.
1-877-806-3200 - Monday to Friday, 9am to 5pm (EST)
NOTE: Returning phone calls can take between 24-48 hours. Please remember if there is a time difference when trying to reach us. The best method to get a prompt response is through e-mail.
C/O Customer Service
340 Broad St
Fitchburg, MA 01420
NOTE: Warehouse pickup/purchase can occur by appointment only. Please e-mail or call to schedule a time. Trees cannot be purchased and picked up at our warehouse.