Frequently Asked Questions
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.
Are pots included with plant orders?
Unless otherwise stated under the Details section of the product page, pots and plants are sold separately.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 email@example.com or chat, which you can access by clicking here.
OrdersWhat can I expect after placing an order?
When you place an order, you’ll receive a confirmation email and receipt. You’ll be contacted with an expected delivery day & time within 1-2 business days.
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. A photo will be taken and sent to you to let you know of the package’s location.
DeliveryWhere do you deliver?
We currently deliver to addresses in Vancouver, UBC, Burnaby, Richmond, Coquitlam, and New West.
How much does delivery cost?
All Frondly orders over $20 before taxes and shipping receive complimentary delivery. All orders under this $20 threshold will incur a flat $5 delivery fee.
Are you offering contactless delivery?
Yes. All deliveries 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. 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 1-3 business days unless you otherwise request that we hold onto your order to be delivered on a specific date.
You’ll be contacted via email or text with an expected delivery day & time within 1-2 business days of placing your order.
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.
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.
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 firstname.lastname@example.org 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.
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.