Live Arrival Guarantee

What is covered by the Live Arrival Guarantee?

• Dead or severely damaged plants as a result of:

  • Extreme temperatures​

  • Carrier mishandling and damage including crushed packages

  • Excessively delayed packages as a result of the carrier including lost packages​

How do I use the Live Arrival Guarantee?

• Buyers are responsible for reaching out to us within 1 hour of the first delivery attempt. This is to ensure that plants are not left outside in extreme weather conditions after delivery.

• Buyers must provide photographs of the dead or severely damaged plants as well as the package at the time of arrival. These photographs should include an overall picture of the plant in question and clear pictures of the severe damage. In the event of dropped foliage, please include all pieces in the overall picture of the plant. Please understand we may request additional photographs to help us best determine the quickest way to resolve the issue.

• In the event of a full refund, credit, or replacement, return of the original plant may be required. Please take care to package the plant as carefully as possible. We encourage you to reuse the same packaging materials used to receive the plant and are happy to assist with any packaging tips as needed. We will provide a return label for shipping of the original plant, but cannot reimburse self-paid labels. Please do not purchase your own label and, instead, wait for us to provide you with one.

As long as you have met the requirements above by contacting us within 1 hour of the first delivery attempt and provided the accompanying photographs, please do not worry about the time elapsed before we reply. We answer messages as quickly as possible, but we are not always available for an immediate response.

What isn’t covered by the Live Arrival Guarantee?

• Minor cosmetic damages to foliage including bends, scuffs, minor breakage, and yellowing. Please know that while we take great care in shipping your new plants and have had success in the packaging methods we use, shipping is stressful on a plant. The above are normal hazards of shipping live plants and are not covered by the guarantee.

• Buyers are responsible for being aware of their weather. Failure to purchase a heat pack to provide additional protection against extreme cold weather may void the Live Arrival Guarantee and requests will be handled at our discretion. Please understand that we package all plants with cold weather insulation during the winter months at no additional cost; however, some extreme low temperatures may warrant the use of a heat pack. If you are unsure of whether or not to purchase a heat pack, please feel free to reach out to us with your predicted temperatures and we will discuss the best options available.

• Stolen packages are not covered under the Live Arrival Guarantee. We are not able to file claims for stolen packages, but will be happy to assist with any information the buyer may need to compete the claim.

• Requests unaccompanied by photographs documenting the condition of the box and plant upon arrival will not be honored.

• Requests after 1 hour of the first delivery attempt will be handled at our discretion. We understand sometimes life gets in the way, but we cannot guarantee live arrival of plants that have been left out in extreme weather for over 1 hour.

• Altering the plant in any way beyond how it arrived will void the Live Arrival Guarantee. Please understand that we take meticulous packing pictures to demonstrate the care we take in shipping each order and will compare these to the pictures provided to ensure buyers have received the same plant purchased. Please do not remove any foliage or roots, damaged or not, without a written request from us to do so. Removal of any part of the plant, regardless of damage or health, will void the Live Arrival Guarantee.