What’s covered (full 30 days from delivery)

• Arrival damage covers broken main stems, snapped growth points, root rot from a delayed shipment, and soil so dry the root ball is loose. File within 48 hours of delivery with clear photos.
• Lost or undelivered packages: if the carrier confirms the package is lost in transit, we will reship or refund.
• Pest infestation present at arrival requires you to quarantine, photograph, and contact us within 48 hours.
• Wrong item shipped: we will replace or refund.

What’s covered for the first 14 days only

• Transit-caused decline that surfaces after unboxing includes sudden collapse, dieback that started in transit, hidden disease that surfaced after delivery, and root rot from a slow shipment.

By day 15, your home environment (light, watering, humidity, pests, pets) is the dominant factor in plant health, so we cap transit-decline coverage at two weeks. Arrival damage, lost packages, and pests at arrival remain covered through day 30.

What’s not covered

• Cosmetic stress that resolves on its own, including one or two yellow lower leaves, mild droop, soil shift, or a single bent leaf.
• Pest issues that appear more than 14 days after delivery (likely introduced from elsewhere in your home).
• Plant decline more than 14 days after delivery from causes other than the transit issues above.
• Cold or heat damage on shipments held at unattended addresses (porch, unsecured lobby) past the carrier’s first delivery attempt.
• Cold or heat damage on orders the customer asked us to ship against a weather hold or without auto-applied Winter Protection.
• Plants moved outside the recommended light range, such as full sun for low-light plants or deep shade for high-light plants.
• Overwatering, underwatering, repotting too soon (before week 4), or other care decisions made after the plant acclimates.
• Plants given as gifts and undelivered because the recipient declined or could not be reached.

Replacement limits

• One replacement per claim. If a replacement plant also arrives damaged, we refund the order rather than reshipping a third time.
• Multi-plant orders: the refund or replacement covers only the affected plants. Original shipping is refundable only when every plant in the order arrived damaged.
• Replacements ship on our next safe ship date, including any required Winter Protection at no additional charge.

How to file a claim

1. Take photos right away. Pull the plant out of the box, photograph the packaging, the plant from multiple angles, and any damage close-up. Daylight near a window works best.
2. Email [email protected] with your order number in the subject line and the photos attached. Or use our contact form.
3. Wait for our response, typically within one business day. We may ask follow-up questions about light placement or watering history.
4. Keep the plant. Don’t throw away a plant we are discussing, since sometimes a plant we would refund recovers and you keep it anyway.

How resolution works

Depending on the issue, we will offer one of: full refund, partial refund (when the plant is mostly healthy but a feature is damaged), replacement on the next safe ship date, or store credit. You don’t ship the plant back, since live plant returns rarely survive the round trip and we do not ask you to try.

The 30-day window starts the day the plant is marked delivered. After day 30, plant health is in your court, but we still answer care questions any time. Email us at [email protected].

This guarantee is in addition to your statutory consumer rights, which we do not limit. See our full Returns & Refunds policy and Terms and Conditions.

Last updated: May 9, 2026