Frequently Asked Questions

The questions we hear most. Don’t see yours? Send a note — we read everything.

Ordering & Shipping

When will my order ship?

We ship Monday through Wednesday only — anything ordered Thu–Sun queues up for the next Monday. Plants don’t sit in a weekend warehouse on our watch.

Why is my order on a weather hold?

If forecast lows along the route drop below 35°F or highs climb above 95°F, we hold the shipment for a safer window and add a 72-hour heat pack when it goes out. You’ll get an email each time the hold extends. Full policy on our Shipping Information page.

Do you ship outside the lower 48?

Not yet. USDA inspection requirements for AK, HI, PR, and international add cost and delay we can’t meet without compromising plant survival.

Can I change my shipping address after ordering?

Within 24 hours of placing the order, yes — message us with the order number. Once the label prints, the carrier owns it and you’ll need to redirect through their tracking page.

How do I track my order?

Use the Track Your Order page with your order number and email, or click the tracking link in your shipment email.

Plant Health & Care

My plant looks stressed — is that normal?

Yes, in the first 7–14 days. Transit is dark, jostled, and dry; expect one or two yellowing lower leaves and some droop. What’s not normal: black mushy stems, snapped main growth point, or pest webbing. See our Unboxing & First-Week Care guide for what to do day-by-day.

Should I repot my plant right away?

No — wait at least 2–4 weeks. The plant is already managing transit shock; repotting on top of that is a second injury. Let it acclimate to your light and humidity first.

My plant arrived with pests. What do I do?

Quarantine it away from other plants immediately, then file a claim within 48 hours with clear photos. DIY remedies almost never break all the pest life cycles — go straight to a commercial insecticide and treat several more times over the coming weeks.

Returns, Refunds & Guarantee

What does the 30-Day Plant Guarantee cover?

From delivery through day 30: arrival damage, undelivered packages, and plant death from causes outside your care. Full terms on the guarantee page.

What’s not covered?

Pest issues introduced after unboxing, frost damage on shipments held at unattended addresses, plants moved outside our recommended light range, and cosmetic stress (one or two yellow leaves, soil shift) that resolves on its own.

Can I return a plant I just don’t want anymore?

Live plants are not returnable for change-of-mind reasons. Once they ship, the round-trip back almost always kills them. The guarantee covers loss; it doesn’t cover regret.

How long do refunds take?

Once approved, refunds post to the original payment method within 5–10 business days. Card issuers control the final timing.

Account & Payment

Do I need an account to order?

No — guest checkout works. An account makes order tracking, address management, and re-orders easier.

What payment methods do you accept?

All major credit cards, Apple Pay, Google Pay, and Shop Pay.

Still stuck? Contact us with your order number and we’ll get back to you within one business day.