Shipping policy

SHIPPING POLICY

Last updated: February 15, 2026

1) Shipping Destinations

We currently ship to: French-speaking countries.

2) Order Processing Times

Once payment has been confirmed, your order is prepared and shipped within an average of 1 to 3 business days (excluding weekends and public holidays).

During periods of high demand (promotions, holidays, high order volumes), processing times may be extended.

3) Delivery Times

Estimated delivery times are 6 to 12 business days after shipment (excluding weekends and public holidays).

These delivery times are provided for guidance only and may vary depending on:

  • destination,

  • time of year,

  • carrier logistics constraints,

  • possible customs inspections (outside the EU),

  • and any event beyond our control (force majeure).

4) Shipping Fees

Shipping costs are displayed before order confirmation and may vary depending on the destination and the selected shipping method.

Any free shipping offer (minimum threshold, conditions, or limited periods) is displayed directly on the website.

5) Order Tracking

Once your order has been shipped, a confirmation email will be sent including, when available, a tracking number and a link to track your package.

Tracking information may take 24 to 72 hours to become active on the carrier’s website.

6) Shipping Address and Customer Information

The customer is responsible for the accuracy of the information provided when placing the order (name, address, postal code, phone number, email).

In the event of an incomplete or incorrect address, delivery may be delayed or impossible.

If a package is returned to us due to an incorrect or incomplete address, reshipment may be offered at the customer’s expense.

7) Damaged Package / Missing Item

Upon receipt, please inspect your package.

If the package is damaged, an item is missing, or a product is defective, contact us at contact@plantaroo.com within 48 hours, including:

  • photos of the package (outer packaging + label),

  • photos of the product,

  • a description of the issue.

We will review the situation and provide an appropriate solution (replacement, reshipment, or refund depending on the case).

8) Customs Duties and Taxes (for deliveries outside the EU)

For deliveries outside the European Union, customs duties and import taxes may be required by local authorities.

These charges are the responsibility of the customer and are non-refundable.

9) Contact

For any questions regarding shipping or order tracking:
📧 contact@plantaroo.com