We refund products that receive severe damage.
If your plant receives irrecoverable damage, please send an email of the order to firstname.lastname@example.org with 3 detailed pictures of the plant along with your shipping box and order number immediately after opening the package. We will either replace or refund your order. For refunds, we cover the cost of the products but not for shipping.
The refund request must be sent the same day your package arrives. Please open the package as soon as it arrives and ensure that any packages with plants do not sit in the elements, especially during hot and cold weather.
If your shipping address is below 50 degrees Fahrenheit during the daytime, please add the heat pack to your purchase to qualify for our live arrival guarantee. If you do not add the heat pack during the cold temperatures, the guarantee is void. The guarantee is also void when your shipping address is above 90 degrees Fahrenheit. Please refrain from ordering during extreme heat.
Courier delays and lost in transit issues are not covered within our guarantee policy.
We do not refund gift cards.
We will notify you once we’ve reviewed your refund request, and let you know if the refund was approved or not. If approved, you’ll be refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at email@example.com.