Frequently Asked Question
Ordering and payment
Will I receive exactly the same plant as shown in the product photo?
Our product photos are sample images. Therefore, unfortunately, you can not get exactly the plant shown, but you can expect a plant that corresponds in size, shape and variegation to the product image.
What methods of payment do you accept?
We accept the following payment methods:
- Cash payment upon pickup in the store or at a plant trade show
- Payment in advance by bank transfer
- Payment via PayPal
As well as the following payment options via the service Mollie:
- Apple Pay
- Klarna Invoice, Klarna Installment Purchase, Klarna Pay now, Klarna Direct Bank Transfer
- Credit card payment
- Przelewy24
- Giropay
- EPS
- iDEAL
Can I change the shipping address after having placed the order?
As long as you have not yet received a shipping notification from us, a change of the delivery address is still possible. However, the change can only be made by email or by phone within our service hours Monday to Friday between 9am and 2pm.
Can I change or cancel my order after I have placed it?
As long as you have not received a shipment notification from us, you can still change or cancel your order afterwards. The change or cancellation can only be done via email (info@bens-jungle.com) or via phone (+49 (0)2043-9376764) within our service hours (Monday to Friday between 9am and 2pm).
If you want to add more items to your order and have not yet received a shipping notification from us, you can alternatively proceed as follows:
You place an additional order via our online store, selecting the free pick-up option instead of DHL shipping. You then notify us via email or telephone about the order numbers of the both orders, so that we can combine your two orders into one.
How can I track my order?
We ship all packages via DHL insured shipping.
You will receive a shipment notification from us, which contains a link with the corresponding DHL shipment number. Clicking on this link will take you directly to the tracking page for your package.
Will I receive an invoice for my order?
You will receive an invoice for your order in our online store in any case.
If you have paid for your order by bank transfer or PayPal, you will receive the invoice from us by email.
If you have chosen the payment option "purchase on account" or "payment by credit card", the invoice will be created by the service provider PayPal.
How do I get started if I want to send plants as a gift to someone else?
If you want to send plants as a gift, please select the option to choose a different delivery address during the ordering process and enter the address of the gift recipient there. In addition, please leave a note in the comment box that it is a gift, optionally the occasion for the gift (birthday, anniversary or similar) and, if desired, a text for a congratulatory message, which we will then include in the delivery.
How do you refund an order?
If you want to complain about an order, please contact us first by phone (+49 (0)2043-9376764) or by email (info@bens-jungle.com) an uns. (See also FAQ topic What do I do if my plant arrives damaged?) We assess each case individually to decide if a refund is warranted. If this is the case, the refund will be made via the respective payment method you selected when placing your order.
Can my order be shipped at a later date?
Of course we can ship your order at a later date. To do this, please tell us the desired shipping date in the comment box when placing your order. Alternatively, you can inform us of the desired date in an email (info@bens-jungle.com), which contains all the details of your order and the order number.
You will then first receive the shipping confirmation automatically generated by our ordering system. Nevertheless, we will take your desired date into account and ship the order not before the desired date. You can then track the delivery of your package via the tracking link included in the shipping confirmation.
Can I choose a particular plant before buying or have photos sent to me?
Unfortunately, individual selection of each plant by customers is not possible. However, you can be sure that our shipping team will always select the best and healthiest plant that matches the product image of the respective order in size, shape and variegation.
Due to the size of our product range and the large number of orders that arrive daily, sending photos would be very time-consuming and is unfortunately not feasible within our daily schedule.
When should I choose a heatpack with my order?
It is recommended to order a heatpack when the temperatures of at least one of the regions the ordered plants will pass through on the way are around freezing point. Click here for heatpacks.
However, regardless of this, we also take care not to ship particularly sensitive plants shortly before the weekend or before holidays, in order to avoid that the plants have to be stored in cold warehouses for too long. For this reason, the stated shipping time may sometimes be slightly delayed.
Shipping
How are the plants shipped?
We ship our plants and accessories via DHL parcel.
Our experienced shipping team uses the appropriate box size for each order.
Our sustainable and safe packaging method guarantees a risk-free transport of the sensitive plants.
If you order both plants and heavy items such as soil, for example, all items are packed in such a way that the heavy items will not crush the delicate plants.
When will my plants be delivered?
Our regular shipping time for national orders is 1-3 business days after receipt of order. However, we obviously do not ship particularly delicate plants just before the weekend to minimize the risk that the plants could be damaged during any interim storage by the shipping service.
We ship international orders only on Mondays and Tuesdays to guarantee delivery within the same week or at least within 7 days.
How much does the delivery cost?
Shipping costs within Germany: 5,90 EUR
Shipping costs international: 14,00 EUR
Does Ben's Jungle offer express shipping?
We do not have this option at the moment. However, we are working on more reliable and fast shipping alternatives for the future.
Can I pick up my order in the store?
You can pick up your order at our premises (Schwarz GmbH, Kirchhellener Straße 238, 45966 Gladbeck). However, pick-up is only possible at the company gate at the moment, as we are an online store and do not have a sales area on site. Therefore, it is not possible to visit the greenhouses.
Alternatively, you can pick up your order at our booth during one of the trade shows where we can be found: see trade show dates.
To which countries does Ben's Jungle deliver?
We deliver our plants exclusively to European countries.
Unfortunately, we cannot currently deliver to the following countries and regions due to long shipping times and local plant protection regulations: Malta, Balearic Islands and Canary Islands, Norway, Russia, French Overseas Territories, United Kingdom.
How long is the delivery time to foreign countries?
The shipping to foreign countries is usually about 5 to 7 business days.
What should I do when the plants arrive?
After receiving the plants, the substrate should first be checked for moisture and the plant should be watered if necessary. Then the plants should first acclimatize for a few days in their respective environment.
Baby plants that come without a pot should be potted into the preferred substrate immediately upon receipt, such as Ben's Babyplant Soil Special Soil.
Established larger houseplants should be repotted after an acclimation period of about one week, when roots or new shoots are already threatening to grow out of the pot (see Soil for Houseplants). During bud growth and flowering, the plant should not be repotted.
What do I do if my plant arrives damaged?
Since plants are natural objects, defects or damage may occasionally occur.
Our plants are double checked before shipping to prevent damage, but of course it can never be completely ruled out that a plant is damaged during transport.
If this should be the case with your order, please send us an email (info@bens-jungle.com) with detailed photos of the damaged plant and your order number. After checking the damage we will contact you as soon as possible.
What can I do if I received the wrong plant / product?
The individual items of an order are usually checked by us several times before shipment. If you have nevertheless received the wrong plant, please feel free to contact our service team by phone (+49 (0)2043-9376764) or by email (info@bens-jungle.com). We will then check the cause of the wrong shipment and immediately offer a suitable replacement solution.
Products
Will there be more products / plants in the store?
Our range of products is constantly expanding and we add new products and plants to the selection on a weekly basis. You can find all novelties in the category "New in stock".
Unfortunately, my desired item is currently sold out. When will it be available again?
If you would like to know when a particular item will be available again, you can be notified of this by email. To do this, simply call up the respective product detail page of the out-of-stock item and click on the Availability Request button. You can then enter your email address there and will be notified automatically as soon as the desired item is available again.
Care and keeping of plants
Are the plants pre-fertilized?
No.
Do the plants and mosses come from certified cultivation?
Yes, they do. Also, the majority of our plants come from our own propagation.
Can the plants be placed in the home or terrarium safely?
Yes, because we work exclusively with natural aids and refrain completely from using chemical aids or pesticides.
Which soil should I use for my plant?
We have some special soils in stock that are designed in their composition to meet the individual needs of specific plant groups:
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Soil |
Well suited for: |
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Especially well suited for young plants: This special soil is a peat-free substrate that is characterized by particularly moisture- and heat-retaining properties. The mineral and organic components are balanced in such a way that waterlogging cannot occur. The fine roots of the young plants can grow unhindered in the loosely structured, unfertilized substrate. |
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Hoyas, Dischidias, epiphytic Peperomia |
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Philodendron, Monstera, Anthurium, Epipremnum, Rhaphidophora, Scindapsus, Amydrium |
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Syngonium, Alocasia |
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Well suited for rooting offshoots and as a rootstock for mounted ferns, bromeliads and orchids. |