Online Store FAQ
Q: What is included in each Grow Kit?
A: Each Grow Kit includes a planter, soil, coconut bricks, fertiliser, and our Rooftop Republic Urban Gardening Guide, which details tips on how to start your gardening journey, care for your plants, and a growing calendar for the Hong Kong climate.
Q: How can I determine which Grow Kit is best for my needs?
A: Each grow kit has a different planter, which can be suited for different needs depending on your available space and what kind of vegetables you want to grow. Please refer to our Grow Kit comparison guide here.
Q: What are the basic criteria to transform my outdoor space into a garden?
A: Before you start your garden, we recommend you to verify the below:
Do you have adequate sunlight for growing veggies? Leafy veggies and herbs need around 5 hours of direct sunlight, while fruiting plants require at least 6-8 hours of direct sunlight per day.
Does the space have access to a water source? This is to facilitate irrigation and there should be a tap on the rooftop that you can connect a hose to.
Do you have sufficient time to care for the veggies/herbs? This would also determine how many planters you should be getting.
Are there any existing waterproofing issues? If yes, do rectify it as it would be difficult to do so when the planters are moved up.
Do you have direct access to your space (any staircase required)? If yes, do take this into account when planning manpower.
Loading (kPa): Please make sure that the weight of the planters etc, does not exceed the load limit of the rooftop / terrace.
Q: What is your return policy?
A: Please refer to our return policy here.
Q: Do you offer shipping outside of Hong Kong?
A: Unfortunately, we only ship within Hong Kong at the moment (excluding outlying islands) - sorry! If you are not in our delivery region but are interested in purchasing our products, please let us know at firstname.lastname@example.org. We're looking to widen our delivery zone depending on interest.
Q: How much does delivery cost?
A: For large items, including grow kits, individual planters, hose trolleys, and bamboo sticks, we arrange direct van delivery rather than standard shipping - where items may be overweight or get damaged.
For our private van delivery to Hong Kong Island, Kowloon, and New Territories (excluding Discovery Bay), we charge a flat rate delivery of HK$300.
For our private van delivery to Discovery Bay, we charge a flat rate delivery of HK$450.
However, our smaller items (seeds, books, and tools) all will be mailed via post and have free shipping!
Q: Will Grow Kit delivery be straight to my rooftop / terrace / balcony?
A: Our Grow Kit delivery service includes the delivery straight to your rooftop / terrace / balcony if no stairs are required. Should you need us to deliver to your garden space that does not have elevator access and requires stairs, HK$50 will be charged per floor per grow kit (maximum five floors). After you complete your order, a member of our team will be in touch with you directly to ask whether you have elevator access or if your delivery requires transport up stairs.
Q: How long will it take my order to arrive?
A: After you place your order, a member of our team will be in touch with you within 1 working day to confirm a delivery time and date. We are usually able to arrange delivery within one week’s time.
Q: Do you provide any installation service? How much does it cost?
A: Yes, we do provide an option for installation of your grow kit. We will charge 15% of the total purchase amount of the grow kit(s) with a min fee of HK$250. After you complete your order, a member of our team will be in touch with you directly to ask whether you would like to add on installation to your order. If you're ordering more than10 planters, please get in touch with us as we may be able to make a special arrangement for you.
Q: How can I pay using FPS or PayMe?
A: In addition to accepting credit card payments, we are also happy to accept payments using FPS or PayMe.
Please find full instructions on how to complete your online order using FPS or PayMe here. Please note that we will only confirm your order once payment has been received.
Q: I have another question that isn’t listed here!
A: No problem! Please feel free to reach out to us at email@example.com. Looking forward to hearing from you!
Online Store Return Policy
Please find our return policy for purchases made through our online store below.
We take great care to thoroughly check through each order before it's delivered. However, we do kindly ask for you to also please check through your items as well.
Should there be any missing, damaged items, please take a photograph of the damaged piece as they have arrived, and email the photos with a description of the damage to firstname.lastname@example.org within 3 days of receipt of the goods.
Rooftop Republic will replace only the damaged piece and not the full Grow Kit.
We accept return within 10 days of receipt and refund in the form of store credit.
Please refer to the following criteria as a guideline for our returns/exchange policy:
Include purchase invoice and the return merchandise in its original and sellable condition. Tools, seeds, soil bags should be in their original packaging. Rooftop Republic reserves the right to reject and returned goods should they have already been opened.
All tags, certificates, warranties, care instructions, product labelling, authenticity cards should be intact and returned together.
Returns that are damaged or soiled may not be accepted and may be sent back to the customer and/or the refund in the form of store credit may be refused.
Returns or exchanges outside 10 days of receiving the goods (as the case may be) may be accepted at the sole discretion of Rooftop Republic.
Please note that customers are responsible for all the fees involved for returning items.
Return packages remain the responsibility of the customer until it is received by Rooftop Republic. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.
Return merchandise should be posted to the following address:
Rooftop Republic Urban Farming
Unit C, 4/F, 760 Cheung Sha Wan Road, Lai Chi Kok, Kowloon
Please include the following information together with the returned goods:
2. Order Number
If Rooftop Republic receives a return that cannot be accepted, the customer has the option either to collect the goods from the above address or have the goods re-delivered to the customer at his/her sole cost.
Upon dispute, Rooftop Republic reserves the right to make the final decision on all return cases.
Should there be any questions, please contact email@example.com