Shipping policy

Shipping Policy

At Terrarium Labs, we take special care when packing and dispatching every order. Many of our products are living, natural, fragile or individually handcrafted, and therefore require considerably more care than an ordinary parcel.

Our aim is to ensure that your plants, terrariums, glassware, hardscape and other products reach you as safely and efficiently as possible.

Order Processing

Orders are generally processed and prepared for dispatch within 2–4 business days after payment confirmation.

Some orders may require additional preparation time, particularly those containing:

Live plants or mosses
Handmade terrariums
Fragile glass containers
Large or heavy hardscape
Custom-made products
Specially prepared planted arrangements

Orders placed on Sundays, public holidays or during exceptionally busy periods may take slightly longer to process.

If an item requires a significantly longer preparation period, we will endeavour to mention this on the product page or contact you after receiving the order.

Shipping of Live Plants & Mosses

Live plants and mosses require special handling and may be packed differently from other products.

We may schedule the dispatch of live products to reduce unnecessary time spent in courier warehouses or transit, particularly around weekends, public holidays or periods of extreme weather.

This may occasionally mean holding an order for an additional day or two when we believe doing so gives the plants a better chance of reaching you in good condition.

Please unpack live products as soon as possible after delivery.

Natural variations in size, shape, colour and foliage are normal. Some temporary wilting, minor leaf damage or soil displacement may occur during transportation and does not necessarily indicate an unhealthy plant.

If a live plant or moss arrives severely damaged or non-viable, please refer to our Return & Refund Policy for the applicable reporting procedure and time limits.

Terrariums & Fragile Glass Products

Terrariums and glass products are packed with additional protective materials to minimise the possibility of transit damage.

However, certain completed terrariums—particularly Waterfall Terrariums and other delicate planted arrangements—may be shipped partially or completely unassembled for safer transportation.

Where applicable, plants, moss, rocks and decorative materials may be packed separately inside or alongside the main package for placement after delivery.

This will normally be mentioned on the relevant product page.

Please retain all packaging until you have inspected your order.

If glassware or a terrarium arrives broken or damaged, please follow the procedure described in our Return & Refund Policy, including the requirement for a continuous unboxing video.

Shipping Charges

Shipping charges are calculated according to factors such as:

Order weight • Product type • Package dimensions • Delivery location • Courier availability

The applicable shipping charge will normally be displayed during checkout before payment.

Certain fragile, oversized, heavy or specially handled products may carry additional packing or shipping charges. Where applicable, these will be displayed during checkout or communicated before dispatch.

Multiple Packages

An order containing different types of products may occasionally be dispatched in more than one package.

For example, live plants may need to be packed separately from heavy rocks, hardscape or fragile glass products to reduce the possibility of damage.

As a result, different parts of the same order may arrive at different times.

Where tracking information is available for multiple shipments, it will be shared with you accordingly.

Delivery Time

Delivery times depend on the destination and courier service available for your PIN code.

After dispatch, most domestic orders generally arrive within approximately 3–7 business days, although this is an estimate rather than a guaranteed delivery period.

Remote locations may require additional time.

Delivery can also be affected by circumstances beyond our control, including:

Weather conditions
Transport disruption
Courier operational delays
Public holidays
Local restrictions
Natural disasters
Incorrect or incomplete addresses
Unavailability of the recipient

Terrarium Labs cannot guarantee a specific delivery date unless this has been expressly agreed for a particular order.

Tracking Your Order

Where courier tracking is available, tracking information will be sent to the contact details provided with your order after dispatch.

Please allow some time after receiving the tracking number for the courier's system to update.

If tracking does not update for an unusually long period, please contact us and we will assist in following up with the shipping partner.

Please Provide an Accurate Address & Phone Number

Customers are responsible for providing a complete and accurate shipping address, PIN code and working telephone number when placing an order.

Please check these details carefully before completing checkout.

Terrarium Labs cannot be held responsible for delays or failed deliveries caused by incorrect or incomplete information supplied with the order.

If you discover an error in your delivery information before dispatch, please contact us immediately. We will try to update the details wherever possible.

Once the parcel has been handed over to the courier, an address change may not always be possible.

Delivery Attempts & Return to Origin (RTO)

Please ensure that someone is available to receive the shipment and respond to calls or messages from the courier.

A shipment may be returned to us if:

The address is incorrect or incomplete
The recipient cannot be contacted
Delivery is repeatedly unsuccessful
The recipient refuses the parcel
Required delivery information is not provided
The courier is otherwise unable to complete delivery for reasons attributable to the recipient

Such shipments may be classified as Return to Origin (RTO).

Where an order is returned because of circumstances attributable to the customer, actual forward and return shipping costs may be deducted from any eligible refund.

Please see our Return & Refund Policy for complete details regarding RTO orders, cancellations and refunds.

Damaged Packages

If the outer parcel appears damaged, crushed, torn or tampered with when delivered, please photograph it before opening.

We strongly recommend making a continuous unboxing video beginning with the unopened parcel and visible shipping label.

An unboxing video is required when making claims relating to damaged, broken, missing or incorrect products.

Please retain:

The shipping box • Internal packaging • Shipping label • Damaged product • All items received

until your claim has been resolved.

For claim procedures and reporting periods, please refer to our Return & Refund Policy.

Incorrect, Missing or Damaged Products

If you receive:

A damaged product • Broken glass • An incorrect product • A missing item • A severely damaged live plant

please contact Terrarium Labs within the applicable period specified in our Return & Refund Policy.

Please include your order number, continuous unboxing video, photographs and a brief explanation of the issue.

We will review the information and advise you regarding replacement, refund, store credit or another appropriate resolution.

Local Pickup

Where Local Pickup is offered during checkout, customers may collect eligible orders from Terrarium Labs after receiving confirmation that the order is ready.

Please do not visit for collection before receiving confirmation, particularly for terrariums, plants or products requiring preparation.

Pickup orders do not incur normal courier shipping charges.

Custom & Large Installations

Large terrariums, paludariums, planted tanks, vertical gardens, rainforest installations and other custom projects may require specialised transportation or installation arrangements.

These projects are not necessarily covered by the standard shipping rates or delivery timelines shown for regular ecommerce orders.

Transportation, installation and related charges will be communicated separately as part of the project quotation or agreement.

Delays Beyond Our Control

Once an order has been handed over to the courier, certain aspects of transportation are outside the direct control of Terrarium Labs.

We will, however, make reasonable efforts to assist customers when a shipment is significantly delayed, misplaced or otherwise experiencing a courier-related problem.

Please contact us rather than placing a duplicate order if your shipment appears delayed.

Relationship With Our Return & Refund Policy

This Shipping Policy should be read together with the Terrarium Labs Return & Refund Policy.

The Return & Refund Policy contains additional information concerning:

Transit damage • Unboxing videos • Live plant claims • Broken glass • Replacements • Cancellations • RTO shipments • Refunds

Where a shipment-related issue results in a return, replacement, cancellation or refund request, the applicable provisions of our Return & Refund Policy will apply.