Shipping policy
We ship live marimo, so packing and timing matter. Here's how it works.
- Order Processing
Orders are packed and dispatched within 1 to 3 business days. Orders with custom items, such as custom lids, engraving, or made-to-order terrariums, may take up to 5 business days before dispatch.
You'll get a confirmation email as soon as your order ships.
- Shipping Rates
Free shipping on orders over $30.
Orders under $30 ship for a flat $15.
The free shipping threshold is calculated on your order subtotal after discounts, before tax.
- Delivery Time
Standard international delivery usually takes 7 to 12 business days after dispatch. Remote areas and customs checks can add a few more days. During launches and holiday periods, it can take longer.
- Tracking
Every order ships with tracking. You'll get the tracking number by email once your parcel leaves our warehouse. If you don't see it, check your spam folder first, then email us.
- Where We Ship
We ship to most countries. If your country doesn't appear at checkout, we can't ship there yet.
Some countries restrict or ban the import of live plants. It's your responsibility to check the rules in your country before ordering. We can't refund an order that is refused, held, or destroyed by customs for this reason.
- Customs, Duties and Taxes
Orders may be subject to import duties, taxes, or customs fees charged by your country. These are not included in your order total and are your responsibility. We can't predict or reimburse them.
We can't be held responsible for delays caused by customs clearance.
- Incorrect Address or Refused Delivery
Please check your address at checkout. We're not responsible for orders shipped to an address entered incorrectly.
If a parcel comes back to us because of an incorrect address, a refused delivery, or unpaid duties, we'll contact you. We can reship it once you cover the new shipping cost, or refund the product price minus the original shipping cost.
- Lost, Delayed, or Damaged Parcels
If tracking hasn't moved for 15 days, or shows delivered but nothing arrived, email us with a screenshot of the tracking and we'll ship a replacement or refund you in full.
If your marimo arrives damaged or dead, email us within 7 days of delivery with photos of the item and the packaging, and we'll send a replacement right away. See our Returns & Refunds policy for details.
We're not responsible for delays caused by customs, carrier strikes, extreme weather, or other events outside our control.
- Cancellations and Address Changes
You can cancel or change your address at any time before your order ships. Once it's with the carrier, we can't change it. See our Returns & Refunds policy for what to do after delivery.
- Contact
ops@alltimelab.com. We usually reply within one business day.