Frequently asked questions
- I’m new to plants and I’m nervous!
Don’t be nervous - We got you! We are here for you, every step of the way to ensure your trip to the ‘greener side’ is one you don’t look back from! Every plant leaving our greenhouse comes with detailed care instructions and helpful tips to allow you to become the best plant boss you can be.
- Shipping plants seems crazy, how do you make sure the plant is safe and secure?
It’s all in the box! We have worked tirelessly to create, test, drop, throw and re-test our box and packaging materials. We never stop doing it actually, having your plant and pot arrive in one piece is paramount to us. Our box is made up of 4 x 100% recycled corrugate components – The outer (adorable) branded box, inner sleeve that wraps around the product, a pot base that holds the centre of your pot in the centre and a riser to protect the base of your pot. These components allow the pot to stay in one place and therefore not crushing the plant if it gets flipped upside down.
Aside from the corrugate we use 100% recyclable tissue paper (also adorable) and more Kraft paper around the plant and pot to buffer any movement during transport.
As much as we’ve tried to make this box a perfect solution we are working in a fast paced environment of shipping warehouses and high volume orders, conveyer belts and humans packing and delivering your plant beauties. If your box arrives and the contents inside are compromised from travel please connect with us right away at email@example.com and we will make things right.
- What is the deal with drainage?
Great question! Drainage allows excess water to exit your plant so that root rot and other watery issues are eliminated. Sounds complicated but it’s not, we’ve made this easy by shipping our plants in growers’ pots that fit like a glove into the decorative pot you’ve chosen. This makes watering a piece of cake! Simply take your growers’ pot out of your pretty pot, bring it to the sink or shower, run cool water directly onto the roots of your plant, allowing all excess water to drain out of the holes in your growers’ pot and down the sink, then place your watered plant beauty back into your pot and voila! You’re done!
- How do I know the status of my order?
Once your order is placed online we receive it in our queue. From there we pick, pack and ship your plant beauty so it can get to you as quickly as possible! You will be provided with tracking information and a link to our shipping carrier site that will allow you to receive text or email updates on the journey of your plant. If you need any further assistance regarding your order please reach out to Bri@shopfoli.ca with your order number in the subject line.
- Can I change my shipping address?
Please email us at Bri@shopfoli.ca as soon as possible with your request for a shipping address change. We try our best to get orders out the door quickly, so the sooner you can let us know, the better!
- Do you offer same day delivery?
We don’t offer same day delivery, however our shipping timelines are pretty quick as we use express service which works out to about 4-9 days from placing your order to receiving your plant.
- How long does it take to get my order?
We want to move as fast as we can to get your plant and pot to you! Since we are shipping live plants we try to be tactful in when we ship orders to eliminate any extra time your plant spends in the box. Our timelines depend on a few factors: When you place your order, the type of weather that the shipping box will be exposed to and the plant and pot of choice.
We ship out orders Mondays to Thursdays before 12pm to allow for the quickest shipping timelines. We don’t ship over the weekends.
We do our best to get your shipment on an express service which is close to 4-9 days from when you place your order to when you receive it. We are still shipping on quick turn arounds but our shipping partners have increased volume with Covid so we ask that everyone be patient.
- How do I manage shipments going to different addresses?
We require that every order going to a unique address is a separate order. This allows our processing time to be as efficient as possible.
- How can I pay?
We accept all major credit cards. Online orders may be fulfilled in real time, therefore your card may be charged before your order is delivered.
- Can I change or cancel my order?
Please email us at Bri@foli.ca and firstname.lastname@example.org as soon as possible with your change or cancellation. We will do everything we can do update your request. Since we are busy packing plants please allow for 48 hours in response time.
- What are your shipping rates?
Ontario and Quebec - Orders under $150 are calculated at checkout with our shipping partner FedEx. Orders over $150 receive flat rate shipping of $20
East & West Coast & Territories - Orders calculated at checkout with our shipping partner FedEx
*East + West shipments are shipped on Mondays to Wednesdays
Our headquarters are in Burlington, Ontario so for provinces farthest away please allow for a few extra days of travel. If you need a suggestion for what is best suited for long travel please feel free to connect with us email@example.com
- How do bulk orders work?
To purchase 10 or more plants for a special event, occasion or just because you’re really into plants, awesome! We would love to help you with your order and find a way to make the delivery structure and packaging more mindful. Send us an email at firstname.lastname@example.org and we will get back to you within 48 hours with a response.
- Why does my plant look different than it did on your site?
With any living being there is variation in all of us! Your plant will come with it’s own character, colour vibrancy and leaf variegation (graphic leaf patterns). With time and environmental factors your plant may reinvent it’s look many times during it’s lifecycle. If you are unsure of the look of your plant please send us an email, along with photographs to email@example.com and we will try our best to address any questions you may have.
- What if my ordered arrived damaged?
Please let us know right away if your plant or pot are damaged. Send an email along with photographs to firstname.lastname@example.org. Please include your order number in the subject line.
If you are not happy with your plant please email us and send any appropriate photographs to email@example.com within 14 days of receiving your order. We handle issues on a case by case basis.
ANY OTHER QUESTIONS?
We’re here for you.
Got a different question? Anything from plant care to shipping inquiries, simply email us at firstname.lastname@example.org and we’ll get back to you as soon as we can.