Shipping Policy
At Planta.dxb, we are committed to delivering healthy plants, trees, gardening products, and other items safely and efficiently to customers across the United Arab Emirates.
Because plants and trees are living products that require special handling and transportation, delivery times, charges, and arrangements may vary depending on the product type, order size, delivery location, and accessibility of the destination.
This Shipping Policy explains our delivery process, estimated delivery times, shipping charges, customer responsibilities, and other important information related to the delivery of orders placed through our website.
Delivery Areas
Planta.dxb provides delivery to eligible locations throughout the United Arab Emirates.
Our delivery areas may include:
Dubai
Abu Dhabi
Sharjah
Ajman
Umm Al Quwain
Ras Al Khaimah
Fujairah
Other eligible locations within the UAE
Delivery availability may vary depending on the type and size of products ordered, transportation requirements, accessibility of the delivery location, and operational considerations.
We reserve the right to decline or restrict delivery to locations that are inaccessible, unsafe, restricted, or outside our available delivery network.
Order Processing
Once an order has been successfully placed and payment has been confirmed, our team will begin processing the order.
Order processing may include:
Confirming product availability
Selecting and inspecting plants or trees
Preparing products for transportation
Packaging gardening products and accessories
Coordinating appropriate delivery vehicles
Confirming customer and delivery information
Processing times may vary depending on product availability, order size, seasonal demand, public holidays, and special handling requirements.
Estimated Delivery Times
We aim to process and deliver orders as efficiently as possible.
Estimated delivery times may vary based on:
Delivery location
Product availability
Plant or tree size
Order quantity
Special handling requirements
Delivery vehicle availability
Seasonal demand
Public holidays
Weather and traffic conditions
Any delivery dates or timeframes provided on our website, during checkout, or through customer communication are estimates unless expressly confirmed otherwise.
We do not guarantee delivery at an exact time unless a specific delivery arrangement has been expressly agreed upon.
Delivery Charges
Delivery charges may vary depending on the customer’s location, order value, product size, order quantity, transportation requirements, and other operational factors.
Applicable delivery charges will normally be displayed during checkout or communicated to the customer before delivery arrangements are confirmed.
Additional charges may apply for:
Large plants and trees
Heavy or oversized products
Bulk orders
Special delivery vehicles
Additional manpower
Difficult or restricted access locations
Special handling requirements
Redelivery attempts
Customer-requested delivery arrangements
Customers will be informed of applicable additional charges where reasonably possible before delivery is completed.
Free Shipping Promotions
From time to time, Planta.dxb may offer free delivery promotions or delivery discounts.
Such promotions may be subject to:
Minimum order values
Selected delivery areas
Eligible products or categories
Promotional periods
Maximum delivery distances
Other promotional conditions
Free shipping promotions may be modified, suspended, or discontinued at any time.
Unless expressly stated otherwise, free shipping does not include additional charges for special vehicles, equipment, manpower, installation, difficult access, or other special delivery requirements.
Delivery of Plants and Trees
Plants and trees are living products and require careful preparation and transportation.
Our team takes reasonable measures to protect plants during handling and delivery.
This may include:
Inspecting plants before dispatch
Securing pots and containers
Protecting branches and foliage where appropriate
Using suitable transportation methods
Carefully loading and unloading orders
Minimising unnecessary transportation delays
Despite careful handling, minor movement of soil, small leaf loss, broken flowers, or other insignificant changes may occur during transportation.
Minor natural changes that do not materially affect the health or overall quality of a plant are not normally considered product defects.
Delivery of Large Plants and Trees
Large plants, mature trees, date palms, and other oversized products may require special delivery arrangements.
Depending on the product and location, additional requirements may include:
Special delivery vehicles
Additional delivery personnel
Lifting equipment
Suitable unloading space
Vehicle access
Property management approval
Community or security permission
Customer-provided assistance or equipment where agreed
Customers are responsible for informing us of any access limitations or special delivery requirements before completing their order or as soon as reasonably possible.
Additional charges may apply for specialised delivery arrangements.
Delivery of Pots, Planters and Gardening Products
Pots, planters, fertilizers, plant care products, and gardening essentials are prepared and packaged according to their product type and handling requirements.
Customers should inspect packages and products after delivery and report significant damage, missing products, or incorrect items as soon as reasonably possible.
Delivery Address and Customer Information
Customers are responsible for providing complete and accurate delivery information when placing an order.
Required information may include:
Customer name
Valid telephone number
Complete delivery address
Building or villa number
Apartment or unit number where applicable
Community or area name
Emirate
Location details or delivery instructions where necessary
Information about access restrictions
Planta.dxb is not responsible for delivery delays or failed deliveries caused by incomplete, inaccurate, or outdated customer information.
Additional charges may apply if an order must be redirected or delivered again because incorrect information was provided.
Delivery Access
Customers are responsible for ensuring that the delivery location is reasonably accessible and safe for our delivery team.
Customers should inform us in advance about:
Restricted vehicle access
Narrow entrances or pathways
Staircases
Limited parking
Loading restrictions
Building management requirements
Community access permissions
Security procedures
Elevator restrictions
Construction activity
Any other conditions that may affect delivery
If our team cannot safely or reasonably complete delivery because of access limitations that were not disclosed in advance, additional delivery charges may apply.
Delivery to Apartments, Offices and High-Rise Buildings
For deliveries to apartments, offices, towers, and other multi-storey buildings, customers are responsible for arranging necessary access permissions and ensuring that lifts, entrances, corridors, and other access routes are suitable for the products ordered.
Delivery may be limited to an accessible entrance, loading area, reception, or other suitable location where products cannot safely be transported further.
Unless expressly agreed otherwise, standard delivery does not include specialised lifting equipment, cranes, installation, planting, or moving oversized products through restricted areas.
Delivery Scheduling
Where available, customers may receive communication regarding expected delivery arrangements.
Customers should ensure that they or an authorised person are available to receive the order.
We may contact customers using the telephone number, email address, or other contact information provided with the order.
Failure to respond to delivery communications may result in delays or unsuccessful delivery attempts.
Receiving Your Order
Customers or their authorised representatives should be available to receive and inspect the order upon delivery.
The person receiving the order may be asked to confirm receipt.
Once an order has been delivered to the address provided by the customer and accepted by the customer or an authorised person, the order will be considered delivered.
Inspection Upon Delivery
Customers should inspect their orders as soon as reasonably possible after delivery.
Please check for:
Incorrect products
Missing products
Significant transportation damage
Broken pots or planters
Leakage from packaged products
Significant plant damage
Other visible quality concerns
If you discover a significant problem with your order, please refer to our Contact Us page and provide your order information, details of the issue, and clear photographs or videos where appropriate.
Claims will be reviewed according to our Return & Refund Policy.
Failed Delivery Attempts
A delivery may be unsuccessful if:
The customer is unavailable
No authorised person is available to receive the order
The delivery address is incorrect
The customer cannot be contacted
Required access permission has not been arranged
The location is inaccessible or unsafe
The customer refuses delivery without a valid reason
Other customer-related circumstances prevent delivery
In such cases, we may contact the customer to arrange redelivery.
Additional delivery charges may apply.
Delayed Delivery Caused by the Customer
Plants and trees are living products and may be affected by unnecessary delays.
If delivery cannot be completed because of customer unavailability, incorrect information, access problems, repeated rescheduling, or other circumstances attributable to the customer, Planta.dxb is not responsible for deterioration or damage caused by the resulting delay.
Customers may also be responsible for additional transportation, handling, storage, or redelivery costs.
Delivery Delays
Although we aim to deliver orders within estimated timeframes, delays may occasionally occur.
Delivery delays may result from:
Heavy traffic
Severe weather
Sandstorms or other environmental conditions
Vehicle breakdowns
Product availability issues
High order volumes
Public holidays
Road closures
Accidents
Government restrictions
Security restrictions
Technical issues
Supply chain interruptions
Events beyond our reasonable control
Where reasonably possible, we will attempt to communicate significant delays to affected customers.
Changes to Delivery Dates
Delivery schedules may need to be changed because of operational requirements, weather conditions, product availability, transportation issues, or other circumstances.
Where reasonably possible, we will communicate significant schedule changes to customers.
Customers who wish to request a delivery date change should refer to our Contact Us page as early as possible.
Requested changes are subject to availability and cannot always be guaranteed.
Additional charges may apply if an order has already been prepared, dispatched, or assigned for delivery.
Order Tracking and Delivery Updates
Where available, customers may receive order confirmations, dispatch notifications, delivery updates, or other information regarding the status of their orders.
The availability and format of tracking information may depend on the delivery method, product type, and delivery service used.
Customers may refer to our Contact Us page if they require assistance regarding the status of an order.
Partial Deliveries
Orders containing multiple products may occasionally be delivered separately.
Partial deliveries may occur because of:
Product availability
Different preparation requirements
Product size
Vehicle capacity
Special transportation requirements
Different dispatch locations
Operational considerations
Where appropriate, customers may be informed that their order will arrive in more than one delivery.
Delivery of Incorrect Products
If you receive a product that is materially different from the product ordered, please refer to our Contact Us page as soon as reasonably possible.
Please provide your order number, information about the incorrect product, and clear photographs where appropriate.
We will review the issue and provide an appropriate solution in accordance with our applicable policies.
Damaged Orders
We take reasonable care when preparing and transporting orders.
If an order arrives with significant damage that may have occurred during transportation, customers should report the issue as soon as reasonably possible.
Customers may be required to provide:
Order number
Description of the damage
Photographs of the affected product
Photographs of packaging where applicable
Video evidence where reasonably necessary
Any other information required to assess the claim
Approved claims may be eligible for replacement, exchange, store credit, or refund in accordance with our Return & Refund Policy.
Natural Changes During Transportation
Because plants and trees are living products, minor changes may occur during transportation.
These may include:
Minor leaf loss
Fallen flowers
Slight movement of soil
Temporary drooping
Minor branch movement
Small cosmetic imperfections
Such minor changes do not necessarily indicate that a plant is unhealthy or damaged and are not normally considered valid reasons for rejection, replacement, or refund.
Risk and Responsibility After Delivery
Customers are responsible for the appropriate care, placement, watering, maintenance, and protection of plants after successful delivery.
Planta.dxb is not responsible for plant deterioration resulting from improper watering, unsuitable environmental conditions, incorrect placement, poor drainage, excessive heat exposure, insufficient light, over-fertilization, pests, diseases, neglect, or other conditions occurring after delivery that are outside our reasonable control.
Installation and Planting Services
Unless expressly stated in the product description, order confirmation, or separate agreement, standard delivery does not include:
Plant installation
Tree planting
Potting or repotting
Soil preparation
Landscape work
Removal of existing plants
Removal of packaging materials
Crane or lifting services
Ongoing plant maintenance
Where additional services are available, they may be subject to separate charges, conditions, and scheduling requirements.
Refusal of Delivery
Customers should not refuse delivery without a valid reason.
If a customer refuses an order that matches the confirmed purchase and has no significant defect or delivery issue, additional delivery, return transportation, handling, or restocking charges may apply where permitted.
Living plants and specially sourced products may not be eligible for return solely because of a change of mind.
Events Beyond Our Control
Planta.dxb will not be responsible for delivery delays or failures caused by circumstances beyond our reasonable control.
Such circumstances may include severe weather, natural disasters, transportation interruptions, government actions, road closures, public emergencies, supply chain disruptions, labour disputes, technical failures, or other unforeseen events.
Changes to This Shipping Policy
We may update or modify this Shipping Policy periodically to reflect changes in our delivery services, operational requirements, product range, business practices, or applicable legal requirements.
Any updated version will be published on our website.
Customers are encouraged to review this Shipping Policy before placing an order.
Contact Us
If you have questions about delivery availability, shipping charges, large plant or tree deliveries, order status, delivery delays, or other shipping-related matters, please refer to our Contact Us page.
Our team will review your enquiry and provide appropriate assistance.