Every Fernclay plant is a living thing that travels in a box. We think that risk should sit with us, not with you.
The promise
If your plant arrives damaged, broken, or in poor condition, we will ship you a free replacement. Send us one photo within 14 days of delivery and we will take care of it. You do not need to send anything back.
How to make a claim
- Unbox your plant as soon as it arrives.
- If something looks wrong, take a photo of the plant, ideally still in or beside its box.
- Send the photo and your order number through the contact form within 14 days of the delivery date.
- We will confirm your replacement and ship it out. No return, no repacking, no shipping label to print. If a replacement is not available, we refund the item in full instead.
What is covered
- Plants that arrive crushed, snapped, or with significant broken foliage.
- Plants that arrive with severe yellowing, rot, or heat or cold damage from transit.
- Plants that arrive dead.
- Planters and decorative pots that arrive chipped or cracked.
What is not covered
- A few yellow or bruised leaves. Live plants shed some foliage in transit, and this is normal. The plant will recover.
- Decline after the first 14 days, which usually comes down to light, water, or acclimation rather than transit.
- Damage from repotting, pets, or accidents at home.
- Deliveries outside the contiguous United States. Live plants to Alaska, Hawaii, Puerto Rico and other US territories are restricted under agricultural rules; see the Shipping page.
A note on normal transit stress
Plants often arrive looking a little tired. Drooping leaves, a bit of soil movement, and one or two yellow leaves are all expected after several days in a dark box. Give the plant a week in bright indirect light with a normal watering, and it will almost always perk up. If you are not sure whether what you are seeing is normal, send us the photo anyway. We would rather look at it than have you worry.
Why we offer this
Buying a live plant online asks you to trust that it will show up healthy. That is a fair thing to be nervous about. The guarantee exists so that you can order without having to take that risk on yourself.
Free shipping on every order. No minimum, contiguous US.