FAQ

What is covered by the 30 Day Quality Guarantee?

We stand by the quality of our plants. If you have any concerns, reach out to us using the form below to set up an exchange.

All plants come with a 30 Day Quality Guarantee, excluding packages that were lost or damaged due to shipping. The guarantee covers failure to thrive in the first 30 days when kept under appropriate conditions.

Grower’s Choice plants will be replaced with the same plant variety. Buyer’s Choice plants have only single item availability. Should there be a quality issue, these can only be refunded or exchanged for a plant of similar quality.

IMPORTANT: Always wait 30 days before re-potting plants to allow for acclimatization. Plants that have been re-potted cannot be returned or exchanged.

 

What can I do to make sure my plant arrives healthy?

Worried shipping delays? The good news is that two-day delivery is guaranteed. If your order did not arrive on time, send us a message below and we will make it right!

What about extreme weather? Packages should be kept in climatized environments during their journey, which means the most outdoor exposure your plant receives occurs at your doorstep. We recommend tracking your order here so you know when it arrives.

Did we miss something? Mistakes do happen! We recommend taking photos or a video of when you unbox your plants so that we can fix any issues as quickly as possible.

IMPORTANT: Do not repot your plant for 30 days. The plant will need this time to acclimate to its new environment. Plants that have been repotted in the first 30 days cannot be returned or exchanged.

Where do you ship?

We ship anywhere in the continental U.S. and Hawaii, excluding Arizona due to restrictive phytosanitary program requirements.

We cannot ship to P.O. Boxes. If you do not want your package delivered to a street address, feel free to arrange for it to be delivered to a FedEx pickup location. You can do so using the FedEx Delivery Manager.

Unfortunately, shipments to Alaska do not qualify for the free shipping program due to high 2-Day delivery rates. All orders are charged a flat shipping fee of $40/box for 2-Day delivery and $60/box for overnight delivery. For large orders requiring more than one box, we will reach out to you to collect any additional shipping fees.

Why does shipping cost $14.99?

We HATE shipping fees, too! We make every effort to keep shipping costs low for our customers. However, live plants must be shipped Overnight or 2-day delivery in order to arrive healthy at your door. To make this more affordable, we cover half the label cost for orders under $75 and all of the costs for orders that qualify for free shipping. Without additional shipping fees, we would not be able to keep our prices low or sustainably fulfill smaller plant orders.

Unfortunately, expedited shipping to Alaska is prohibitively expensive. In order to provide plant lovers more access to their favorite varieties, we must charge a $40/box flat rate for shipping. Please know that this fee does not cover the full label cost, which varies significantly by county.

How will my plant be shipped?

All orders ship either FedEx 2nd Day delivery or FedEx Standard Overnight. These shipping speeds are guaranteed by FedEx and are the most reliable methods to minimize plant stress due to shipping.

All orders are ship on Mondays or Wednesdays to minimize transit delays later in the week.

How will my plant be packaged?

Your purchase will be packaged with decades of experience and care. We pride ourselves in using as many eco-friendly, biodegradable packing materials as possible to assure your plant arrives undamaged. However, we can’t predict all factors on the shipping journey. Buyers take on the risk of plant stress or damage during transit.

How can I track my order?

All orders can be tracked using Route and the email provided at checkout. Download the Route App here to start tracking.

What are your winter shipping policies?

During the winter months we check weather forecasts at the order destination before preparing shipments. If daytime temperatures are between 25?F – 45?F, we will include a heat pack and insulation on your order. For daytime temperatures below 25?F, we will notify you and hold your order until the weather warms up.

The shipping processs is temperature controlled. The most time your plant will spend exposed to the elements will be waiting on your doorstep. We strongly recommend tracking your orders with FedEx to minimize this time. You can also arrange to pick up your package at a local Fedex distribution center using the FedEx Delivery Manager.

 If you would like us to hold an order due to cold weather or for any other reason, contact us at [email protected]

Why isn't my coupon working in the Variegated Collector's Shop?

Plants in the Variegated Collector’s Shop are excluded from general shop promotions and discounts. Available promotions will appear on the product page in the Shop. If no promo code is shown, then there are currently no applicable discounts.

What is NOT covered under the 30 Day Quality Guarantee?

Unfortunately, we can’t cover damages that occur during shipment and strongly recommend customer’s purchase Route Shipping protection at check out.

We ship hundreds of plants by two-day delivery and 99% of these arrive in the same condition as when they left the greenhouse. However, some packages are treated more roughly than others. While uncommon, your plant may have with a few yellow or broken leaves. These unsightly leaves can be cut or removed.

If many leaves or a large portion of the plant is affected, please send us an email to set up an exchange.

In the Variegated Collector’s Shop, we know many plants are prized for leaves with unique variegation. Highly variegated leaves have less chlorophyll and therefore use more energy than they produce. These leaves are often the first to die off when the plant is stressed. While we do everything we can to minimize stress due to shipping, we cannot guarantee a particular leaves or patterns.

What is your refund and exchange policy?

 Grower’s Choice plants are covered under a 30 Day Quality Guarantee and can be exchanged within 30 days of delivery if there is a quality issue. Buyer’s Choice plants have only single-item availability and cannot be exchanged or cancelled except under the Guarantee terms. It is important that you do not re-pot your plant during this period to allow it to acclimatize. Re-potting your plant will void the guarantee.

 

We have decades of experience in shipping plants and carefully wrap each plant for shipping. However, please be aware that minor damage to leafs often occurs during shipping and is typically not covered for replacement. However, if a large portion of leaves are affected or if you have any concerns about your order, please reach out to [email protected].

What if my package is lost or damaged during shipping?

We do not offer refunds for plants that are damaged due to shipping. However, buyers can purchase shipping protection through Route during the checkout process. Protection fees and coverage policies are managed by Route.

I have another question

No problem! Email us at [email protected] and someone will respond within 24 hours.

Need help with an order?

Send us a message using the form below and please include your order number. We will get back to you within 24 business hours.

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