FAQ
ORDERING & PAYMENT
How do I place an order?
Simply browse our collection, add items to your cart, and proceed to checkout. You'll need to provide your shipping address and select your preferred payment method. You'll receive an order confirmation email immediately after purchase.
What payment methods do you accept?
We accept major credit cards (Visa, Mastercard), online banking (FPX), and e-wallet payments. All transactions are processed through secure payment gateways to protect your information.
Is it safe to shop on your website?
Absolutely. Our website uses SSL encryption to protect your personal and payment information. We never store your complete credit card details on our servers.
Can I modify or cancel my order after placing it?
Please contact us immediately at info@saneaasia.com or WhatsApp +6012 6343436 if you need to modify or cancel your order. Once an order is processed and shipped, modifications may not be possible, but we'll do our best to help.
Will I receive an invoice?
Yes, a digital invoice will be emailed to you upon order confirmation. If you need a physical invoice or company invoice with specific details, please indicate this in the order notes or contact us.
Do you offer corporate or bulk discounts?
Yes! For bulk orders (10+ units) or corporate purchases, please contact us at info@saneaasia.com for special pricing and arrangements.
My order hasn't arrived. What should I do?
First, check your tracking information for updates. If your order is significantly delayed beyond the estimated delivery date, contact us immediately at info@saneaasia.com with your order number, and we'll investigate with the courier.
SHIPPING & DELIVERY
Where do you ship?
For potted plants, we currently ship within Federal Territory and Selangor. For Botanopia products we ship nation wide
How much does shipping cost?
Shipping fees are calculated based on your location and order weight. Standard shipping rates apply, with FREE shipping for orders over RM500 (Peninsular Malaysia). Exact shipping costs will be displayed at checkout before you complete your purchase.
How long will delivery take?
- Klang Valley: 2-3 business days
- Peninsular Malaysia: 3-5 business days
- Sabah & Sarawak: 5-7 business days
These are estimates and may vary during peak periods or public holidays.
Can I track my order?
Yes! Once your order ships, you'll receive a tracking number via email. You can track your package through the courier's website or contact us for updates.
What if I'm not home when delivery arrives?
The courier will attempt delivery and leave a notice if you're unavailable. You can arrange redelivery or pickup from the courier depot. Please ensure someone is available to receive the package, or provide alternative delivery instructions in your order notes.
Do you ship internationally?
Currently, we only ship within Malaysia. For international inquiries, please contact us at info@saneaasia.com.
My order hasn't arrived. What should I do?
First, check your tracking information for updates. If your order is significantly delayed beyond the estimated delivery date, contact us immediately at info@saneaasia.com with your order number, and we'll investigate with the courier.
RETURNS & EXCHANGES
What is your return policy?
If you're not completely satisfied with your purchase, you may return unused, unopened items in original packaging within 30 days of delivery for a refund or exchange.
How do I return an item?
Contact us at info@saneaasia.com within 30 days of receiving your order. Provide your order number, the item(s) you wish to return, and reason for return. We'll provide return instructions and a return authorization number.
Who pays for return shipping?
Defective or wrong items: We cover return shipping costs
Change of mind: Customer is responsible for return shipping costs
Damaged in transit: We cover all costs and provide replacement
When will I receive my refund?
Refunds are processed within 5-7 business days after we receive and inspect the returned item. The refund will be credited to your original payment method. Please allow an additional 5-10 business days for the refund to appear in your account, depending on your bank.
Can I exchange an item for a different product?
Yes! Contact us to arrange an exchange. If there's a price difference, we'll either refund the difference or send a payment request for the additional amount.
What if my item arrives damaged?
We're very sorry if this happens! Please contact us immediately (within 48 hours of delivery) with photos of the damaged item and packaging. We'll arrange a replacement or full refund at no cost to you, including return shipping.
Are plants/living products returnable?
Due to the nature of DIY kits containing seeds or living materials, these items can only be returned if defective or if the seeds fail to germinate according to product specifications. Please contact us within 7 days if you experience issues.
PRODUCT INFORMATION
Are these authentic Botanopia products?
Yes! SANéa Asia is the exclusive authorized distributor of Botanopia products in Malaysia. All items are imported directly from the Netherlands and are 100% genuine. Beware of counterfeits sold elsewhere.
How do I know which product is right for me?
Each product page includes detailed descriptions, specifications, and usage guidelines. If you're still unsure, contact us via WhatsApp, email, or live chat - we're happy to provide personalized recommendations based on your needs.
Are the products suitable for Malaysia's climate?
Yes! While Botanopia products are designed in the Netherlands, they work excellently in tropical climates. In fact, our self-watering systems are particularly beneficial in Malaysia's warm, humid environment. Product descriptions include specific guidance for local conditions where relevant.
Do products come with instructions?
Yes, all products include usage instructions. More complex items like self-watering systems and DIY kits come with detailed, illustrated guides. We also provide additional tips and support via email or WhatsApp if needed.
What if I need help using a product after purchase?
We're here to help! Contact us anytime with questions about product use, plant care advice, or troubleshooting. Email info@saneaasia.com or WhatsApp us for quick responses.
Are your products eco-friendly?
Botanopia is committed to sustainability. Products are designed for durability and longevity rather than disposability, made with quality materials, and packaged responsibly. Many items are designed to reduce water waste and improve plant health naturally.
Do you restock sold-out items?
Yes! Popular items are regularly restocked. You can sign up for email notifications on product pages to be alerted when out-of-stock items are available again.
BOTANOPIA PRODUCTS SPECIFIC
How does the self-watering system work?
Botanopia's self-watering systems use a reservoir and wicking mechanism to provide consistent moisture to plant roots. You fill the reservoir, and the system gradually delivers water as needed - keeping plants hydrated for up to 2 weeks without manual watering.
How long do Botanopia products last?
Botanopia products are designed for years of use. With proper care, tools and accessories will serve you well beyond typical cheaper alternatives. We've chosen Botanopia specifically because of their commitment to durability and quality.
Will self-watering systems work with all plants?
They work excellently with most tropical houseplants, including Monstera, Pothos, Philodendron, Ferns, and more. They're less suitable for plants preferring very dry conditions (like most cacti and succulents). Product descriptions specify ideal plant types.
Are DIY kits suitable for beginners?
Absolutely! Kits marked "beginner-friendly" include everything you need plus detailed instructions. No prior experience necessary - just follow the steps and enjoy the process.
ACCOUNT & PRIVACY
Do I need an account to make a purchase?
No, you can checkout as a guest. However, creating an account allows you to track orders easily, save addresses, view order history, and receive exclusive offers.
Is my personal information secure?
Yes. We take privacy seriously and never share your personal information with third parties for marketing purposes. Our privacy policy details how we collect, use, and protect your data.
How do I update my account information?
Log in to your account and navigate to "Account Settings" to update your email, password, shipping addresses, and preferences.
Can I save multiple shipping addresses?
Yes! Your account allows you to save multiple addresses for easy checkout - perfect if you ship to home, office, or gift recipients frequently.
GIFTS & SPECIAL ORDERS
Can I send items as gifts?
Yes! During checkout, you can specify a different shipping address and add a gift message. We can also include gift wrapping for a small additional fee (option available at checkout).
Do you include prices in gift shipments?
No, gift orders are shipped without pricing information. Only a packing slip with the recipient's name and gift message (if provided) is included.
Do you offer corporate gifting services?
Yes! We can assist with bulk orders, custom packaging, and coordinated delivery for corporate gifts, employee appreciation, or client gifts. Contact us for customized solutions.
Can I order gift cards?
Digital gift cards are coming soon! For now, if you'd like to purchase products as gifts, we're happy to help you choose and arrange special packaging. Contact us at info@saneaasia.com.
PROMOTIONS & DISCOUNTS
How do I use a discount code?
Enter your discount code in the "Discount Code" field during checkout before completing payment. The discount will be applied to eligible items automatically.
Can I use multiple discount codes?
Only one discount code can be used per order. Choose the code that offers the best savings for your purchase.
Why isn't my discount code working?
Check that:
- The code is still valid (not expired)
- You've entered it correctly (codes are case-sensitive)
- Your order meets minimum purchase requirements
- The items in your cart are eligible for the promotion
If you're still having issues, contact us for assistance.
How do I stay informed about promotions?
Subscribe to our email newsletter for exclusive offers, new product alerts, and plant care tips. Follow us on Instagram and Facebook for flash sales and special promotions.
CUSTOMER SUPPORT
How can I contact you?
We're here to help!
- Email: info@saneaasia.com (response within 24 hours)
- WhatsApp: [012-6343436] (fastest response during business hours)
- Live Chat: Available on our website during business hours
- Hotline : 1700-823433
- Business Hours: Monday-Friday 9AM-6PM, Saturday 10AM-4PM (closed Sunday)
I have a question not answered here. What should I do?
Please don't hesitate to reach out! Contact us via any method above - we're always happy to help with questions, product advice, or concerns.
Do you offer plant care advice?
Yes! While we specialize in accessories, our team has plant care knowledge and can provide guidance, especially regarding how to use Botanopia products for optimal results in Malaysia's climate.
Can I visit your physical store?
SANéa Asia currently operates online only, but we're exploring retail partnerships. Follow us on social media for updates about where you can see Botanopia products in person.
PARTNERSHIPS
I'm a plant shop owner. Can I carry Botanopia products?
We'd love to discuss partnership opportunities! Contact us at info@saneaasia.com with information about your shop, location, and the Botanopia products you're interested in carrying.
Couldn't find your answer?
We're here to help. If you couldn't find the information you were looking for, please reach out to us directly. Our team is eager to assist you.