Frequently asked Questions | Utopia Clivias

Frequently asked Questions

FAQ

  1. What are the shipping costs within South Africa?
    1. The costs are as follows these will be automatically calculated upon checkout.
      1. Courier door to door up to 5kg = R150
      2. Courier door to door - 5kg to 10kg = R250
      3. A collect from nursery option is available for plants, seedlings and bulbs only. 

 

  1. What courier do you use for South African orders?
    1. We make use of the Door-to-Door service of the Courier Guy. They can easily be visited on https://www.thecourierguy.co.za/

 

  1. How can I track my South African shipping order?
    1. You can easily track your Courier Guy order online by clicking on Track Order.

 

  1. My country does not appear on checkout what do I do?
    1. Please use the Contact us form and we will gladly assist.

 

  1. I am at checkout, what do I do now?
    1. You have the option to continue with checkout and proceed to our secure payment options from our payment solution Payfast, or use the Contact us form if you are stuck, we will gladly assist.

 

  1. I can’t checkout what do I do?
    1. Orders are a minimum of R400 including shipping., please add to your order to checkout.
      1. If you are still stuck please use the Contact us form and we will gladly assist.

 

  1. I see this error when trying to checkout ‘’There are no payment gateways available for this order’’.
    1. Orders are a minimum of R400 including shipping., please add to your order to checkout.
    2. If you are are still stuck please use the Contact us form and we will gladly assist.

 

  1. I do not see payment options that suit me, what do I do?
    1. Please use the Contact us form and we will gladly assist you.

 

  1. What options do my country have for shipping, a country other than South Africa?
    1. Each country has different shipping methods depending on your country’s restrictions and laws. Below are examples of shipping methods used. All prices are in R = South African Rand (ZAR).
      1. The Royal Mail (R150)
      2. Royal Mail (R150) + phytosanitary certificate (R1200)
      3. Express Mail Service (EMS) (R400)
      4. Express Mail Service (EMS) (R400) + Phytosanitary certificate (R1200)
      5. DHL Express Courier Door-to-door (R600)
      6. DHL Express Courier (R600) + phytosanitary certificate (R1200)
      7. DHL Express Courier (R600) + requires a small seed lot import permit from customer (Only applicable to USA and Canada)

 

  1. What are the costs of shipping to my country?
    1. See point 6 for shipping costs. Shipping is automatically calculated for each individual country. Shipping options are selected by the customer on checkout. You will select the appropriate shipping depending on your country and territory.

 

  1. What is a Phytosanitary certificate?
    1. This is a certificate issued by the South African Department of Agriculture, Forest and Fisheries (DAFF), This certificate certifies that plants, seed or bulbs are free from any pest, diseases etc. This is a requirement for many countries.

 

  1. What is a small seed lot import permit? Only applicable to USA
    1. Lots of seed may be imported without a phytosanitary certificate if a small seed lot permit is applied for and issued by U.S. Department of Agriculture (USDA) under The Animal and Plant Health Inspection Services. All details regarding the permit can be found here Small seed lot import permit information

 

  1. I just paid for my seed order, when will it be sent?
    1. Seeds are harvested in June and sent out from July. You will be sent a tracking number via email (Not applicable to Royal Mail) or an email notification that your parcel has been sent.

 

  1. When will my plant, seedling and bulb order be sent? Only applicable to South Africa
    1. Plants and bulbs are only shipped on Mondays after placement of your order. A parcel tracking number will be emailed to you once sent.
    2. Cut-off time for orders are 12pm midday on Saturday for orders to be sent the coming Monday, otherwise orders will be sent the following week.

 

  1. What is Royal Mail?
    1. This is a postal service and there are no tracking or insurance facilities available for these parcels. We take no responsibility for lost parcels using this option.

 

  1. What is EMS?
    1. EMS is an international postal Express Mail Service. The Universal Postal Union created the EMS Cooperative to develop express delivery worldwide. The EMS Cooperative promotes cooperation between member postal organizations to allow them to provide a high-quality global EMS delivery service. These parcels are issued with a tracking number. You can easily track your EMS seed order online by clicking on Track Here

 

  1. What is DHL Express courier?
    1. DHL express with the use air freight, is a express courier service for international seed order customers. You can easily track your DHL Express seed order online by clicking on Track Here
  2. I have not received confirmation of my order ?
    1. Please check your spam or junk folders on your email for confirmations as these emails sometime land in these folders.
  3. I have not received shipping confirmation for my order
    1. Please check your spam or junk folders on your email for confirmations as these emails sometime land in these folders.