Shipping & Returns

Shipping

General Shipping

• We ship orders throughout the U.S. via USPS or UPS, selecting the carrier based on reliability, speed, and cost.
• Bonsai trees typically ship on Mondays or Tuesdays to minimize time in transit.
• Hardgoods (tools, soil, fertilizers, pots, etc.) ship throughout the week.
• We do not ship live bonsai internationally.

Shipping Live Plants

Live plants can experience normal transit stress (e.g., flower drop, minor leaf burn, shifted soil). This does not mean the plant is unhealthy.

If your plant arrives in a condition you’re unhappy with, you must email clear photos within 24 hours of delivery to nebonsai@nebonsai.com. This allows us to document the issue and determine next steps. Once a live plant is in your care, responsibility for its ongoing health transfers to you.

Returns & Refunds

General Policy

We’ve been caring for and selling bonsai since 1987. We stand behind our products and our reputation, but remember: bonsai are living works of art. After they leave our nursery, their ongoing care, environment, and survival are beyond our control.

• One-of-a-kind / specimen trees are sold “as is” and are final sale. No refunds or exchanges.
• NEBG makes no warranties once a live plant leaves our nursery.

If We Made a Mistake

If your order is incorrect, damaged, or defective, we’ll make it right. Contact us immediately (for live plants, within 24 hours) with photos. When a return is required due to our error, we will provide a pre-paid return shipping label and cover related costs.

If You Ordered the Wrong Item (We’re Not Amazon ?)

If you ordered the wrong product, changed your mind, or no longer need the item, the return is your responsibility:

• You must safely repackage and ship the item back to us at your expense.
• Items must be received in their original, resellable condition before a refund can be issued.
• Original shipping charges are non-refundable unless the error was on our end.

Non-Tree Products (Tools, Soil, Pots & Accessories)

• Most non-living items may be returned within 30 days if unused and in original condition.
• Please include your packing slip and note the reason for return.
• Refunds exclude gift wrapping and shipping charges (unless we made an error).

Exceptions – Non-Returnable Items

• Autographed or special-edition books
• Customized items (e.g., corporate gifts)
• Gift cards
• Opened fertilizers, pesticides, pastes, or soil products

How We Prepare Bonsai for Shipment

• Hydration: Trees are thoroughly watered prior to boxing.
• Securing: Pots are wrapped and stabilized to protect roots and retain moisture.
• Packing: We use sturdy corrugated boxes with clearance on all sides.
• Cushioning: When appropriate, we add protective fill to minimize shock and insulate during transit.

If a tree or pot arrives damaged, photograph the box, packing, and item immediately and contact us so we can assist with a remedy.

Questions or Returns?

Please contact us before returning any item so we can provide clear instructions and avoid delays.

Phone: 508-883-2842
Email: nebonsai@nebonsai.com

Important Disclaimers

• Bonsai trees are living plants; their ongoing health depends on proper care, environment, and timely watering after delivery.
• Once a live plant is delivered to your address, responsibility for its care transfers to you.
• For live-plant concerns, you must email photos within 24 hours of delivery.
• All policies are subject to change without prior notice; the version posted on this page is the governing version.