Frequently Asked Questions
Store
Do you have a store where I can see the plants before making a purchase?
Yes, we have one retail location in Vancouver:
Kitsilano 1529 W 4th Ave. Vancouver
Mon - Sat 11am - 6pm
Sunday: 12-5pm
Delivery
When will I receive my order?
All Frondly orders are delivered within 2-5 business days.
If you would like to request a specific delivery date, please email us at hello@frondlyplants.com with your order number and your preferred delivery date and we will do everything we can to meet your request.
Where do you deliver?
Orders including live plants
We currently offer delivery for orders that contain live plants to addresses in the following areas:
North North Vancouver, West Vancouver
West UBC, Vancouver, Burnaby, New Westminster
East Coquitlam, Port Coquitlam, Port Moody
South Richmond, Delta, Surrey, White Rock
Orders that do not include live plants
We offer Canada-wide shipping on orders that do not contain live plants.
*If you are outside of our regular service area and would like to place an order, please email us at hello@frondlyplants.com with the items and your postal code, and we will do our best to get you the items you want in a timely manner.
How much does delivery cost?
Orders over $75 before taxes and shipping receive complimentary delivery. All orders under this $75 threshold will incur a flat rate delivery fee depending on your location.
*Orders must exceed $25 before taxes to be eligible for delivery. There is no minimum for pickup.
Can I request a specific delivery date?
Yes, please leave your desired delivery date in the notes at the final stage of checkout, or contact us at hello@frondlyplants.com.
We will do our best to accommodate delivery date requests. If we are unable to deliver on a specific date, we will contact you to coordinate a suitable alternative.
Do I need to be at home to receive delivery?
No, you do not need to be at home for us to make your delivery as long as we have access to your building via a buzzer code, concierge, or the front door of your house.*
You will receive notifications via email and sms once your delivery has been scheduled, when it is on its way, and once it has been successfully delivered.
If there are any issues making your delivery, our driver will be in touch with you directly to coordinate.
If we are unable to complete your delivery, we will contact you to coordinate another attempt. There is no cost for redelivery.
*If you require any special accommodations for delivery, please leave a note in the delivery instructions at checkout, or send an email to hello@frondlyplants.com once your order is placed and we will do everything we can to meet your request.
How will my order be delivered?
All plants and pots are delivered by hand to your front door by a friendly Frondly driver.
Learn more about our deliveries here.
Pickup
Am I able to pick up my order in person?
Yes, if you select the pickup option at checkout, you can collect your order at our office at the address below once you are notified that your order is ready.
When and where can I pick up my order?
1529 W 4th Ave. Vancouver
Monday to Saturday 11am - 6pm, Sunday 12-5pm
Is there parking available nearby for when I come to pick up my order?
There is usually ample parking in front of the store 7 days a week at pay parking spots in front of our location along on W 4th Ave in Kitsilano. Rates are $1 per hour. On weekends and holidays there is also free parking at the rear of our building under the Granville Bridge.
Returns and Refunds
What is your return policy?
Plants* may be returned within 7 days from the date of delivery, and pots and accessories within 30 days.
*Plants that have been repotted into a decorative pot are not eligible for return.
There are no fees to return items, but forward delivery charges are non-refundable.
How do I make a return?
Please send an email to hello@frondlyplants.com with your order number. We will contact you within 24 hours to arrange a pick up.
Items can also be returned in person at our retail locations during our regular store hours.
How long will it take to receive my refund after I make a return?
Refunds typically take between 3 and 7 business days to show on your original method of payment once the return has been received. We process refunds on the same day that your return is picked up and we do not have any control over the length of time it takes for banks to then process the transaction.
Learn more about our return policy here.
Product
How do I take care of my plant?
Many of our plants have been selected because they are easy to care for, but they are still living things and will require at least some occasional attention. To make it even easier for you, each plant's product page has a care section.
If you need further care support, our team of green thumbs is happy to help you via email at hello@frondlyplants.com or chat, which you can access by clicking here.
Still have questions?
Please get in touch with our friendly team via email anytime at hello@frondlyplants.com, or chat with us here.