Frequently Asked Questions
Do you have a store where I can see the plants before making a purchase?
We have a single retail location in Point Grey Village in Vancouver. Our address is 4439 W 10th Ave. Our hours of operation are as follows:
Mon: 12 - 5p
Wed to Fri: 12 - 5p
Sat: 11a - 6p
Sun: 12 - 5p
Are decorative pots included with plant orders?
Unless otherwise stated under the Details section of the product page, decorative pots and plants are sold separately.
If I purchase a plant and a pot, will you repot the plant in the pot?
We do not perform any repotting at this time and all plants are delivered in their original plastic nursery pots.
When a pot and a plant are purchased together, they will be delivered as it is shown on our website, with the plant nestled inside the decorative pot.
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 firstname.lastname@example.org or chat, which you can access by clicking here.
What can I expect after placing an order?
When you place an order, you’ll receive a confirmation email and receipt.
Once your delivery date has been confirmed, your delivery will be scheduled and on the day of delivery, we’ll send a text message to the phone number provided when we are 15-30 minutes away from arriving.
All deliveries at this time are contactless. Your delivery driver will call or text the phone number provided when they arrive at the delivery address to notify you that your order has been delivered.
If you are not available at the time of delivery and have assigned a predetermined safe location for us to leave your order, a photo will be taken and sent to you to let you know of the package’s location.
When will I receive my order?
All Frondly orders are delivered within 2-4 business days, unless you otherwise request that we hold onto your order to be delivered on a specific date.
If you aren't available on your scheduled delivery day, no problem - we'll coordinate with you find a better time to deliver, or a safe place at your home for us to leave your order.
Where do you deliver?
We currently offer delivery to addresses in:
North: North Vancouver, West Vancouver.
West: UBC, Metro Vancouver.
East: Burnaby, Coquitlam, Port Moody, Port Coquitlam.
South: Richmond, New Westminster.
*If you are outside of our regular service area and would like to place an order, please email us at email@example.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?
All Frondly orders over $50 before taxes and shipping receive complimentary delivery. All orders under this $50 threshold will incur a flat rate $3.99 delivery fee.
*Orders must exceed $20 before taxes to be eligible for delivery. There is no minimum for pickup.
Are you offering contactless delivery?
Yes. All deliveries at this time are contactless. Your delivery driver will call or text the phone number provided when they arrive at the delivery address to notify you that they have arrived.
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 firstname.lastname@example.org.
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.
How will my order be delivered?
All plants and pots are delivered to you by a friendly Frondly driver.
Learn more about our deliveries here.
Am I able to pick up my order in person?
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 can I pick up my order?
Mon: 12 - 5p
Wed to Fri: 12 - 5p
Sat: 11a - 6p
Sun: 12 - 5p
Where can I pick up my order?
You may pickup your order once you have been notified that it is ready and during the designated pickup times above at our retail location, located at 4439 West 10th Ave.
Is there parking available nearby for when I come to pick up my order?
There is usually ample parking nearby 7 days a week at pay parking spots in front of our location along W 10th Ave. Rates are $1 per hour.
Returns and Refunds
What’s your return policy?
We accept returns of any Frondly item as long as it is initiated 7 calendar days from the date that your order was delivered. 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 email@example.com with your order number within 7 calendar days from the date it was delivered. We will contact you within 48 hours to arrange a pick up.
Items can also be returned in person at our retail location at 4439 W 10th Ave during our regular business hours.
Refunds typically take between 3 and 7 business days to show on your original method of payment once the return has been received. Frondly processes 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.
What protocols are you following to ensure safety amid the Covid-19 pandemic?
At this time, we are taking every precaution to ensure your safety and the safety of our staff. We sanitize all products before they are loaded for delivery and all Frondly delivery drivers are double vaccinated and must wear masks when interacting with customers.
Additionally, we are practicing contactless delivery to ensure adequate distance can be maintained between you and our delivery drivers.