Questions & Answers
Write us an e-mail via the form, or just send us an e-mail directly at. email@example.com
প্রশ্ন, অভিযোগ, পরামর্শ, অভিমত সহ যে কোন প্রয়োজনীয় তথ্যের জন্য যোগাযোগ করুন আমাদের সাথে।
When will my order ship?
Our fulfillment staff works as fast as possible and most orders ship within 3 to 5 business days. During our busy times, this estimate may take slightly longer. We appreciate our customers understanding this schedule as we take great care in our packaging department which occasionally causes unexpected delays. Our customer service is happy to help with shipping questions and concerns, and they can be reached at firstname.lastname@example.org
Can I send a gift?
Absolutely! In fact, you’re not alone – a good number of our customers are shopping for gifts for others. Our sales representatives can even include a complimentary gift card or a message in the box.
Are there discounts for bulk and wholesale orders?
Yes! Each of our products clearly lists the quantity discounts that we offer. If your order will greatly exceed the amount of trees listed in the highest quantity discount, please contact a customer service representative to receive a quote on your bulk order.
What do I do if my plants were damaged during the shipping process?
We pride ourselves on our packaging. We have worked hard over the years to perfect our packing; occasionally our carriers do not provide the level of care required to ship live plant material. When these circumstances present themselves, we are typically able to file a claim for damages with the carrier. We request that you provide us with photos of the box and the damaged contents at email@example.com
What forms of payment are accepted?
We accept bkash, all major credit cards, debit cards and Paypal. Visa, Mastercard, Discover, and American Express. Cash on delivery is also avalible for all product.
How are you able to deliver such large items without them getting damaged?
We have worked very closely with a local packaging firm to design a range of tailored corrugated cardboard boxes, to hold our products safely & securely for their journey through a courier system and on to their final destination, your front door! This solid and reliable packaging can be seen on our ‘Delivery’ section on our website. Our boxes are 100% recyclable; as is 95% of the packaging we use.
We have selected a courier company that specialises in larger freight, for sending our big orders of trees across the country. They understand and are fully equipped with the means to transport our trees securely. We also use a company that specialises in handling smaller freight for our orders of shrubs, grasses, conifers, soft fruit and other smaller items.
Will I receive the same product that I see in the picture?
Obviously, you will receive the same product that you see in the picture.
How secure is it to order using our Online Nursery?
Charulata nursery uses the latest security so you can feel safe giving us your credit card information for your order such as a 128 bit https connection. We also offer Paypal and direct deposit. If using cheque your order can not be modified online. We will send your order out after payment is received.
ORDERS AND RETURNS
How do I know if my order has shipped?
If you provided an email address with your order, you will receive an email with tracking info when your order ships. You can also log into your account using the credentials you supplied and check the status of your order.
My tree just arrived. What is the proper way to plant it?
We provide a detailed planting guide with every tree we sell. It is emailed to you once your tree has shipped. Please check your email account to make sure you didn’t miss this detailed, tree-specific planting guide. If you still need information planting your tree, visit our planting guide page. for an in depth guide to planting trees, shrubs and bushes.
My trees are the wrong size.
If you received the wrong size plant we would like to get this rectified as quickly as possible. Please email us a photo of your tree or shrub next to a measuring device (measuring tape or yard stick) that clearly shows the entire tree from the bottom of the container to the tip of the plant so that we may process your request.
Please note that our measurements are from the top of the root ball to the top of the plant. Unlike other tree companies, we do not include the root system or the pot in our height measurements. That is a deceiving tactic that we do no adhere to.
What if I need to cancel my order?
If you would like to cancel an order, please contact us here, within one hour from when your order has been placed:
All orders cancelled beyond one hour from the time of order placement are subject to a 10% fee to cover our packaging, labor, and inventory expenses.
I received the wrong item, what should I do?
We work hard to ensure order accuracy. But in the rare event that you receive an incorrect item, simply call our customer service department so that we may quickly resolve your issue as fast as possible.
Do you offer a planting service?
We do not offer a planting service unfortunately. We do send a full planting and aftercare booklet with each order and urge you to give it a go yourself as it can be very rewarding!
If you don’t feel confident doing so there are always professional gardners locally that will carry out this service for you.