Returns & Live-Arrival Policy

Cancellations

Before shipment, a cancellation may be requested through the Order Portal. We will confirm whether the cancellation can still be completed.

If an approved cancellation has already been paid, the payment will be refunded.

Live Arrival

Please inspect your plants promptly after delivery.

If a plant arrives dead, materially damaged, incorrect, or materially different from its listing, select Report a Live-Arrival Problem in your Order Portal within 48 hours of delivery.

Photographs

Please provide clear photographs of:

• The plant and its condition
• The affected or damaged area
• The packaging
• The shipping label

Keep the plant and packaging until the claim is resolved. Do not return anything unless instructed.

Normal Shipping Stress

Minor dehydration, temporary wrinkling or color changes, small cosmetic marks, and other ordinary signs of shipping are not normally considered material damage.

Resolutions

We will work with you to determine an appropriate resolution. Depending on the circumstances and available inventory, this may be a replacement, partial refund, full refund, or mutually agreed store credit.

An exact plant will not be replaced with a different specimen without customer approval.

Coverage Limitations

Live-arrival coverage does not apply when delivery is prevented by an incomplete or incorrect address, a package is refused or not retrieved promptly, or damage occurs after delivery because of unsafe temperature exposure, improper handling, or improper care.