Shipping policy

Shipping Policy – TerraBetuwe

Last updated: 15-9-2026

At TerraBetuwe, we ship living plants, which calls for extra care. This shipping policy explains how we pack and ship your order, what to expect in terms of delivery time, and our guarantee in case of transport damage.

1. Processing Time

Orders are processed and prepared for shipment within 4 business days of receiving payment. During busy periods (e.g. around holidays) or extreme weather conditions, processing may take slightly longer — we'll always let you know by message, email or on our website.

Note: plants are only shipped on days that avoid them sitting over the weekend or at a depot/pickup point in transit, to prevent unnecessary stress on the plant. See also point 6.

2. Shipping Regions

We currently ship to:

The Netherlands
Other EU countries: [LIST OF COUNTRIES, e.g. Belgium, Germany, France, ...]

Don't see your country listed (yet)? Feel free to get in touch — we regularly expand our shipping regions.

3. Shipping Methods, Costs and Delivery Times

Shipping method	Region	Cost	Estimated delivery time
DPD Standard	Netherlands	€10,00	2-3business days
DPD Standard	EU	€18,50	2-4 business days
DHL Express	EU	€50,00	1-3 business days

All packages are shipped with tracking, so you can follow the status of your order. You'll automatically receive a tracking link by email as soon as your order ships.

4. Packaging of Live Plants

Every plant is carefully packaged to prevent damage and dehydration during transport:

The pot is secured so the substrate doesn't shift during transport.
Delicate leaves and stems are individually supported and protected (e.g. with paper, cardboard, or air cushioning).
We use sturdy, double-walled boxes sized to fit the plant.
In cold weather, we add a heat pack where necessary (see point 6).

5. Tracking

Once your order is handed over to the carrier, you'll receive an email with a tracking link. This lets you know exactly when your package will arrive so you can plan accordingly — important for a living plant that's best unboxed as soon as possible.

6. Shipping in Extreme Temperatures

Living plants are sensitive to cold and heat during transport. To prevent damage:

If temperatures along the shipping route are expected to drop below 10°C, we may briefly delay shipment or add a heat pack.
In extreme heat, we may likewise pause or adjust shipping temporarily.
As a rule, we don't ship right before a weekend or public holiday, to avoid a package sitting in transit for too long.

You'll be notified by email if this applies to your order.

7. Live Arrival Guarantee

We stand behind the quality of our plants and guarantee that your plant will arrive in healthy condition. Should your plant arrive damaged due to transport, the following conditions apply:

Report damage within 24 hours of receipt via info@terrabetuwe.com, including:
- Photos and/or a video of unboxing the plant (this is required as proof — we strongly recommend always filming the unboxing).
- Clear photos of the damage, including the packaging and shipping label.
After review, depending on the situation, we'll offer a replacement plant, a partial refund, or a full refund.
Reports made after 24 hours, or without unboxing video/photos, unfortunately cannot be processed.

What's Not Covered by the Guarantee

Minor, natural variations in leaf, color, or shape — every plant is unique.
Damage occurring after the plant has been correctly received and unboxed (e.g. due to improper care).
Delays or damage caused by incorrect shipping details provided by the customer.
Damage on shipments where, despite our warning about extreme temperatures, shipping without a heat pack was chosen anyway.

8. Customs and Plant Passports (EU)

For orders within the EU, customs clearance is generally not required. For certain species, a plant passport may be mandatory — where applicable, this is included by us and you don't need to arrange anything yourself.

9. Liability

Once a package is marked as delivered by the carrier, TerraBetuwe is not liable for loss or theft, unless otherwise agreed. If an incorrect delivery address was provided by the customer, additional shipping costs may be charged to reship the package.