Our Orchid Promise

We take great pride in our plant quality and careful packing process. If your plants or supplies arrive damaged, missing, or with quality concerns, please contact us within 3 days of delivery following the steps below.

Return & Claims Policy

Because we ship agriculturally certified products, our return policy differs from typical retail guidelines. Once an order has left our facility with our official certification stamp and has been opened and received, it cannot be returned due to Hawaii’s strict agricultural regulations.

However, we understand that unforeseen issues—such as severe weather, freight handling, or service delays—can sometimes cause damage to plants during transit. Since returns are not possible, we have established a simple claims process to help resolve these situations promptly.

Damages & Issues

Please inspect your order immediately upon arrival and contact us right away if any items are damaged or if you received the wrong product. We’ll evaluate the issue and work to make it right.

To be eligible for a claim, you must contact us within 5 business days of the package’s arrival.  Once plants have been in your care for an extended period, we can only offer care guidance rather than replacements or refunds.

How to File a Claim

To start a claim, email us at info@akatsukaorchid.com.
Please include your order #, brief description of problem & clear photos of the damaged plants in your initial message to help expedite the process.

Refunds & Resolutions

Once your claim and photos have been reviewed and approved, we’ll email you with available resolution options—such as a refund, store credit, or replacement.
Please note that replacements may not always be available due to ongoing inventory changes.

If a refund is issued, it will be processed to your original payment method within 3–5 business days. Keep in mind that it may take additional time for your bank or credit card provider to post the refund.

Exceptions / Non-Returnable Items

We cannot accept returns or offer refunds on:

• Sale items (bargain bench/greenhouse sale)
• Gift cards

For any questions about your order, please contact us at info@akatsukaorchid.com