Have Questions?

1. What products does Vesselfloatbase offer?
   Vesselfloatbase, legally owned and operated by Central Garden NY GmbH, offers premium plant pot base products intended for home, office, and commercial environments. Accurate product information and original photographs are provided across our website to help customers make informed and confident purchasing decisions.
2. Which countries do you deliver to?
   Vesselfloatbase serves and delivers to customers directly throughout Europe and the United States.
3. How long does order processing take?
   Through our dedicated internal operations, orders are generally processed within 1–3 business days, excluding weekends and public holidays. Processing begins immediately after your payment is successfully verified and your order is confirmed.
4. How long does delivery take and are there extra fees?
   Following dispatch from our inventory, delivery generally takes 4–8 business days. Shipments are handled by recognized premium carriers, including DHL, FedEx, and UPS Priority services where available.

To ensure complete pricing transparency and prevent any unexpected charges upon delivery, all international orders are shipped on a Delivered Duty Paid (DDP) basis. This means all applicable import duties, taxes, and customs clearance fees are prepaid by us at checkout. Delivery times are estimates and may vary depending on destination or weather conditions.

5. Will I receive tracking information?
   Yes. Automatic tracking email notifications will be sent to the email address provided with your order when significant shipment milestones occur, including:

Order dispatched from our facility;

Arrival at local logistics facilities;

Out for local delivery updates.

These notifications allow you to securely follow the real-time progress of your shipment throughout the entire delivery process.

6. What happens if my order is delayed?
   If your order exceeds the estimated delivery period, Vesselfloatbase will immediately contact the carrier to investigate the shipment. Following the outcome of that investigation, an appropriate resolution will be promptly provided according to the circumstances, including either a priority replacement shipment or a full refund where justified.
7. Which payment methods are accepted?
   We accept a range of secure, commonly used payment methods during checkout, including:

Visa;

Mastercard;

American Express;

Apple Pay;

Google Pay;

Supported regional digital wallets available at checkout.

All transactions are processed through fully encrypted and secure payment gateways. Available payment methods may vary slightly depending on your location and device.

8. Can I cancel my order?
   If your order has not yet entered our dispatch and fulfillment process, you may request a cancellation. Please contact us as soon as possible via email. Cancellation requests are reviewed and processed according to the immediate fulfillment status of the order.
9. Do I have the right to return my order?
   Where applicable under EU and regional consumer laws, consumers have the statutory right to withdraw from their purchase within 14 days after receiving the goods without giving a reason. To exercise this right, please contact us by email before the 14-day withdrawal period expires. Returned items should be sent back to our facility in an appropriate condition consistent with reasonable inspection.
10. What should I do if my item arrives damaged or defective?
    If an item arrives damaged or contains a manufacturing defect, please contact us by email as soon as reasonably possible after delivery.
    Please include:

your order number;

a brief description of the issue;

clear photographs showing the condition of the affected item.

Where the provided information confirms that the item was received damaged or defective, Vesselfloatbase will immediately arrange either a replacement or a full refund. For items confirmed as damaged or defective on arrival, returning the affected item to us is not required before your replacement or refund is finalized.

11. How can I contact customer support?
    If you have any questions before or after placing an order, or require post-purchase assistance, you are always welcome to contact our dedicated support team:

Central Garden NY GmbH
Cargo City Süd Gebäude 639 C
60549 Frankfurt
Germany
Website: www.vesselfloatbase.com
Email: potted@vesselfloatbase.com
Telephone: +49 69247453230

If our team is temporarily unavailable when you contact us, please leave a message via email. Enquiries are carefully reviewed in the order they are received, and a clear reply is generally provided within 24 hours.