The aim is to be as transparent as possible, so if you do not see your question here, please send an email.
My order has arrived damaged, what do I do?
We ensure that plants will arrive healthy, but plants can be fragile and the shipping process is not always easy on the plant. Should your plant arrive in a condition less than healthy, we will fix it whether the plant is quite damaged or the pot is damaged due to shipping carrier mishandling.
Should your order arrive damaged, email a photo with order and shipping information to firstname.lastname@example.org along with your order number, and we’ll get back to you as soon as possible. Please note if you ever receive a damaged shipment from us, we are only able to issue a refund for the plants themselves and not for the price of shipping. For refunds, please allow 3-5 business days to process.
My plant looks different from the online photo?
Live plants and local, sustainably sourced can have small variations of size and color. While we make every effort to display our potted plants as accurately as possible, there may be subtle differences from what is displayed online. If you are unsatisfied with your plant please email a photo with order and shipping information to email@example.com along with your order number, and the reason you are unsatisfied with your order.
What does refund processing time look like?
Please note that all address changes for processed orders must be submitted within 24 hours and that only one replacement order will be issued. Requests for a refund due to dissatisfaction or damage to the plant or plant pot need to be filed within 48 hours of the time your order tracking indicates the package has been delivered. If there are delays in the mail and you do not receive your package on the specified date, please reach out to us by email and we will work with you.