As a marketplace seller, you are responsible for:

• Packaging products securely
• Dispatching orders promptly
• Using appropriate courier services
• Providing tracking where possible
• Resolving delivery-related issues relating to your products

We recommend:

• Dispatching orders within 1–3 working days
• Providing tracking details wherever possible
• Communicating delays promptly

If your products have longer lead times, this must be clearly stated within the product listing.

All products must be packaged securely and appropriately for their product type.

Your packaging reflects both your business and Wholesale Plant Shop.

Products should arrive undamaged, clean, secure and in the condition described on the listing.

All sellers must ensure:

• Packaging is suitable for courier handling
• Products cannot move excessively during transit
• Packaging is appropriate for the product weight and fragility
• Outer packaging is strong and durable
• Labels are attached securely and clearly visible

Plants require additional protection during transit.

You must:

• Secure root systems and soil to prevent spillage
• Protect foliage from crushing and movement
• Use breathable materials where appropriate
• Protect plants from excessive transit stress
• Ensure plants are sufficiently hydrated before dispatch

Where possible, use plant sleeves or protective wrapping, stabilise pots within the box and prevent foliage touching box edges.

Plants should never be dispatched waterlogged, dry to the point of stress, severely damaged or infested with pests.

Hardware and durable products must still be packaged professionally and securely.

You must:

• Use suitable outer boxes for product weight
• Prevent movement within packaging
• Protect corners, edges and components
• Secure loose parts and fittings

Void fill such as paper or inserts should be used where necessary.

All liquid products must be packaged with leak prevention in mind.

You must:

• Ensure lids and seals are fully secure
• Use leak-proof packaging
• Use secondary containment where possible
• Protect products from impact damage

Sellers are responsible for ensuring products comply with courier restrictions relating to liquids or hazardous materials where applicable.

Fragile products require additional protective packaging.

You must:

• Use appropriate protective materials
• Separate products to avoid impact contact
• Use strong outer packaging
• Ensure packaging can withstand standard courier handling

Where appropriate, use fragile labels, double-box delicate items and use protective inserts or dividers.

The following may result in complaints, refunds or seller review:

• Inadequate protection
• Excessive movement inside packaging
• Poor-quality outer boxes
• Leaking products
• Damaged or dirty packaging
• Packaging unsuitable for the product type

Repeated issues may affect marketplace approval.

While protection is the priority, presentation is also important.

We recommend:

• Clean outer packaging
• Professional presentation
• Branded packaging where possible
• Neat packing materials and presentation

Good presentation improves customer confidence and repeat purchases.

Sellers are responsible for selecting suitable courier services.

You should:

• Choose services appropriate for the product type
• Use tracked services where possible
• Package products to withstand standard courier handling

If a customer reports damage, missing items, leaks, incorrect products or delivery issues, you are expected to respond promptly, investigate the issue and offer an appropriate resolution.

We recommend responding within 24 hours, requesting photos where appropriate and resolving issues quickly and professionally.

To remain an approved seller, you should maintain:

• Reliable dispatch times
• Low damage rates
• Low complaint rates
• Consistent packaging quality

Failure to maintain fulfilment standards may result in reduced visibility, temporary suspension or removal from the marketplace.

• Dispatch promptly
• Use strong outer packaging
• Prevent movement inside parcels
• Protect fragile or live products appropriately
• Use tracking where possible
• Communicate delays early
• Prioritise customer experience

If you are unsure about packaging methods, product suitability for courier delivery, fulfilment standards or dispatch expectations, please contact the Wholesale Plant Shop team before dispatching orders.