Refund policy

Return & Refund Policy

Important Notice About Live Plants & Drop-Shipped Items

Due to the perishable and made-to-order nature of live plants and drop-shipped products, most items sold through our online store are final sale. We do not accept returns for preference, ordering errors, or change of mind.

Approved claims are resolved through refund or replacement only. Items should not be returned unless we explicitly request it in writing.

Live Plant Purchases (Final Sale)

All live plants are non-returnable and non-exchangeable. However, a refund or replacement may be approved only when an issue is verified at the time of delivery and reported within the required timeframe.

Eligible Refund Situations for Live Plants

To qualify, the issue must be present upon arrival, and clear photo documentation must be submitted within 24 hours of confirmed delivery.

Refunds or replacements may be considered for:

  • Incorrect Item Received
    If the plant delivered does not match your order, we will coordinate a resolution.

  • Severe Shipping Damage
    Minor cosmetic stress (leaf droop, minor blemishes, or soil shifting) is normal during transit. Significant, irreparable damage must be documented with photos of both the plant and original packaging.

  • Pests or Disease on Arrival
    Plants must be inspected immediately upon delivery. Visible pests or disease must be reported within 24 hours. Any issues discovered after this window are considered part of normal plant care and are not eligible for refund.

  • Dead on Arrival (DOA)
    Packages should be opened promptly upon delivery. We are not responsible for damage caused by delayed unpacking or neglect after delivery confirmation. Some plants may require watering after transit; please check soil moisture before assuming a plant is dead.

Customer Care Responsibility

Once a live plant has been delivered and accepted, ongoing plant health becomes the responsibility of the customer, including proper watering, lighting, and environmental conditions. We cannot guarantee plant performance beyond arrival condition.

Non-Living Products (“Hardgoods”)

Hardgoods include any non-plant items sold through our online store.

Because many products are drop-shipped or seasonal, refund or replacement requests for hardgoods must be submitted within 7 days of delivery.

Eligible Refund Situations for Hardgoods

Issues must be present upon arrival, with photo documentation submitted within 24 hours of delivery, including:

  • Incorrect Item Received

  • Shipping Damage
    Photos must show both the damaged item and the original packaging.

Approved resolutions are issued as a refund or replacement at our discretion. Physical returns are not accepted unless explicitly authorized in advance.

Third-Party Fulfillment Disclaimer

Orders are fulfilled by trusted third-party growers and suppliers. While products may ship directly from our partners, we work closely with them to resolve any verified issues that meet the criteria outlined in this policy.

How to Submit a Refund or Replacement Request

To report an issue, contact us immediately:

  • Live plants: within 24 hours of delivery

  • Hardgoods: within 7 days of delivery

Your request must include:

  • Full name and phone number

  • Order number

  • Description of the issue

  • Clear photos of the item(s) and packaging (if applicable)

All claims are reviewed within 48 business hours. Claims submitted outside the stated timeframes cannot be approved.

Non-Refundable Situations

Refunds or replacements will not be issued for:

  • Change of mind, personal preference, or ordering errors

  • Minor cosmetic stress consistent with normal shipping

  • Issues reported after the claim window

  • Opened, used, or non-resalable hardgoods

  • Fertilizers, chemicals, or similar products, which are final sale