Returns & Refunds

Last updated: May 9, 2026

The short version

• Plant arrived damaged or unhealthy? Email us within 48 hours with photos. We will refund or replace. Only one replacement is issued per claim.
• Changed your mind on a healthy plant? Contact us within 7 days. Live plants generally are not returnable; we will review case-by-case.
• Order not yet shipped? Email us right away to cancel for a full refund.
• Plant declined after delivery? Covered for the first 14 days under our 30-Day Plant Guarantee. After day 14, care issues are not eligible for refund or replacement, but we are happy to help you troubleshoot.

1. Damage on arrival

If your plant arrives in unacceptable condition (major leaf damage, broken stems, dehydration beyond normal transit stress, frozen, or visibly diseased), you have 48 hours from delivery to file a claim.

To file a claim, email [email protected] with:

1. Your order number
2. Clear photos of the plant from multiple angles, ideally taken in natural light
3. A photo of the original packaging if it shows damage
4. A short description of what’s wrong

We aim to respond within two business days. Once we approve a claim, you will get a choice of:

• A free replacement plant shipped on our next available ship date, or
• A refund of the affected plant’s price (and shipping, if the entire order arrived damaged), issued to the original payment method

You usually do not need to ship the damaged plant back; in most cases we ask you to dispose of it locally or compost it.

2. Replacement limits

• One replacement per claim. If a replacement plant also arrives damaged, we will refund the order rather than reship a third time.
• Replacements ship on our next safe ship date for your route, including any required Winter Protection (added at no additional cost on a replacement).
• Replacements are equal-value swaps: same SKU when in stock, or a comparable plant of equal or lesser value when not.

3. Multi-item orders

If your order contains multiple plants and only some arrive damaged, the refund or replacement covers only the affected plants. Original shipping is refundable only when every plant in the order arrived damaged. The balance of healthy plants in the order remain final.

4. What counts as “normal” vs. “damage”

Plants are living things and minor cosmetic stress is normal in transit. The following are not grounds for a refund:

• A few yellowed or dropped leaves
• Soil shifted, settled, or partially spilled in the box
• Slight wilting that recovers within 48 hours of unpacking and watering
• Cosmetic differences from the photographs on the site (size, leaf count, color variation)

The following are covered:

• Broken or snapped stems and major branches
• Severe leaf damage covering more than ~30% of the plant
• Visible mold, rot, or pest infestation present at delivery
• Frozen or overheated plants shipped with Winter Protection or during a hot-weather hold window
• Wrong item shipped

5. Care issues after delivery

For the first 14 days after delivery, your 30-Day Plant Guarantee covers transit-caused decline that surfaces after unboxing, including a hidden disease, root rot from a delayed shipment, or sudden collapse that does not match your care.

After day 14, plant health depends on factors outside our control: your light conditions, watering schedule, humidity, pests, and pets. Plant decline more than 14 days after delivery is not eligible for a refund or replacement.

That said, we want your plants to thrive. Email us anytime at [email protected] with photos and a description of what’s happening, and we will do our best to help you troubleshoot, guarantee window or not.

6. Cancellations

• Before your order ships: Email us as soon as possible at [email protected]. We will cancel the order and issue a full refund within 5 business days.
• After your order ships: We can no longer cancel. Refuse the package or follow the damage process above once it arrives.

7. Returns of healthy plants

Live plants are perishable and difficult to return safely. We generally do not accept returns of plants that arrived in good condition. If you have a special circumstance, contact us within 7 days of delivery and we will review your request individually.

Approved returns require:

• Return shipping at your expense, with appropriate packaging to protect the plant
• Plant returned in the same condition you received it
• A 15% restocking fee deducted from the refund

Original shipping charges are non-refundable except where the plant arrived damaged or the wrong item was sent.

8. Non-returnable items

• Sale, clearance, and final-sale items
• Custom or made-to-order arrangements
• Gift cards
• Plants damaged through customer care after delivery
• Cold or heat damage on orders the customer requested we ship against a weather hold or without auto-applied Winter Protection

9. Refund processing

Approved refunds are issued to the original payment method. Once we initiate the refund, your bank or card issuer typically posts it within 5 to 10 business days. We will email you a confirmation when the refund is processed.

10. Lost or stolen packages

If carrier tracking shows the package as delivered but you cannot locate it, please first check with neighbors and your local post office or carrier hub. If you still cannot recover the package, email us within 7 days of the marked delivery date and we will work with the carrier to file a trace and determine the next step.

Packages confirmed lost in transit before delivery are covered, so we will reship or refund.

11. Wrong address

Please double-check your shipping address at checkout. Address corrections are only possible within 24 hours of placing your order. Packages returned to us due to an incorrect or undeliverable address can be reshipped at your cost or refunded minus the original shipping. Live plants returned through this process are usually not viable for resale and are not eligible for a refund of the plant price.

12. Contact

All claims, cancellations, and questions go to:
[email protected]

Please include your order number in the subject line so we can find your record quickly.

Last updated: May 9, 2026