Shipping and Return Policy
Here’s a guide to our ordering, shipping, and return policies.
Once you place your order, it cannot be cancelled, altered, or modified. Please be sure to review your order items, address, and billing information before submitting your order to ensure everything is correct and accurate. Please contact us online or via phone at (408-320-5499) (Monday-Friday, 9am-5pm PST) if you have other questions regarding your order.
Shipping Information for the United States and Canada
Free Shipping – Online orders $250 or more, within the Contiguous United States. Orders will ship via the best method as selected by Chai Family Foundation. Minimum order amount to qualify for free shipping may vary.
Economy Shipping – We use United States Postal Service to ship all our products. It typically takes 5-10 business days for the standard white Envelope (letter) to ship to Your address or PO Box. The USPS, we are dealing with an imperfect system, mistakes will happen, in the rare event your mail is delayed, and you haven’t received your order(s) by 8 days from your original order date, Please contact us. We will work with you to correct the problem.
Expedited Delivery – Available for online or phone orders only. Overnight or 2-day delivery available within the contiguous United States. Expedited deliveries take 24 hours to leave our warehouse (orders placed after 12:00 pm PST will be processed the following business day). We DO NOT ship expedited Saturday delivery.
Hawaiian Customers – Orders are shipped to Hawaii via USPS Priority Mail. We cannot ship perishable items to Hawaii.
Canadian Customers – Orders are shipped to Canada via USPS Airmail. We cannot ship perishable items to Canada.
Shipping Time – Orders with all items in stock will leave our warehouse within 3-4 business days.
Tracking Your Order – For priority mail only, a tracking number will be emailed to you the day your order is shipped.
Receiving Your Order – Please open the package upon receipt and inspect the content against the packing slip. Notify us immediately if any items are missing or damaged. Please do not discard any damaged items or shipping materials. The shipping carrier may require an inspection prior to approving any claim.
Lost/Stolen Packages – If your package was lost or stolen contact us within 2 weeks of placing your order (for shipments within the USA). NOTE: Refunds are not granted for packages lost after being delivered with tracking number to the address you provided to us. For the package lost without tracking number, if it is lost, you need to inform us within 3 weeks after you ordered it, we will send a replacement package to you.
Shipping Information for Perishable Products
Transplants – Transplants begin shipping first week of April, then weekly by the third week of April. We will prioritize orders for warmer zones to ship first and will avoid shipping to cooler zones until threat of freezing has diminished. Contiguous United States Only and we cannot ship transplants to PO, APO, or FPO boxes. We require a minimum of 6 plants to ship an order. Your credit card will be charged for the entire order amount at the time of purchase.
Non-Perishable Items – Within 30 days of receipt, you can return any non-perishable item for a full refund (excluding any shipping charges), provided the product or item is unused and undamaged (in new condition and in its original packaging).
Perishable Items – We guarantee perishable items to be in good, viable condition when we sell them. We strongly encourage you to inspect all items carefully upon receipt. Should there be any quality issues, you must notify us within 3 days of your receipt to request an exchange or refund (excluding any shipping charges). Beyond 3 days from date of receipt, perishable items are non-refundable. Perishable items will ship separately from seeds and products.
International Orders and Shipping Information
Orders on this site can only be placed for shipping addresses within the United States, Canada, or Puerto Rico.
General – We are pleased to offer our extensive range of vegetables, herbs to our international customers. In order for us to quickly and efficiently ship your orders, please check with your Ministry of Agriculture for current import restrictions or for necessary permits required for importation before placing an order for seed. Please send all correspondence in English and provide us with your telephone number, fax number, e-mail address and be sure to let us know your preferred method of communication. E-mail is by far the most efficient manner of communication for us. Please allow up to 4 weeks for processing on all international orders.
Shipping – All retail international orders pay the actual shipping/freight costs. We will send all orders by USPS (United States Postal Service) Standard Airmail or Priority Airmail. We are not responsible for lost shipments, confiscated items, delayed orders, duties or taxes.
Phytosanitary Certificates – Buyers will pay the actual costs of phytosanitary certificates, if required for delivery. The standard rate for an official phytosanitary certificate from the United States Department of Agriculture is $85.00 USD. Some shipments may require two certificates, if the shipment contains both seeds grown in the United States and seeds grown abroad. If this is the case, then the fees will be $170.00 USD.
State agencies are authorized to provide exports with certification services for the new EU requirements. Inspections and phytosanitary certificates are required for each and every shipment after Dec. 14.
Additional Declarations – If additional laboratory testing is required to issue a phytosanitary certificate (for example, Erwinia stewartii, Curtobacterium flaccumfaciens or Xanthomonas campestris), the buyer will pay the actual laboratory costs.
Payment – All international orders must be paid in advance. Credit cards are preferred and we can accept Visa, MasterCard, American Express and Discover. Please contact us for other payment arrangements.