Contact Us

The form below is the fastest way to reach us. It is the only way, in fact. Fernclay is a one-person shop with no phone line and no live chat, and a form that lands in one inbox is more reliable than either.

We reply within 1 to 2 business days. If you write on a Friday evening, expect an answer early the following week.

What to write in about

• A plant that arrived damaged, dead, or badly stressed. See the checklist below. You have 14 days from delivery under our Arrive Alive Guarantee, but the sooner you send photos, the sooner a replacement goes out.
• Changing or cancelling an order. Contact us within 12 hours of ordering. Once the grower has shipped, the order is on its way and cannot be pulled back.
• A wrong or missing item. Include your order number and a photo of what did turn up.
• Where your order is. Tracking is emailed when each box ships, and the link is on your order confirmation. If nothing has arrived and it has been several days, write in.
• Whether a plant suits your space or your pets. Happy to answer. Tell us which window the plant would live in and which direction it faces.
• Whether we can ship to your address. Some live plants cannot go to certain states and territories under agricultural rules. Ask before ordering if you are in Hawaii, Alaska, Puerto Rico, or another US territory.

Damaged plant claims: what to include

Send photos within 14 days of delivery. Include:

• Your order number.
• Photos of the plant showing the damage clearly, in daylight if possible.
• A photo of the packaging, including the box, ideally before you throw it out.
• One or two sentences on what you are seeing: snapped stems, mush at the base, dry crisp leaves, and so on.

The packaging photo is not busywork. It tells us whether the box was crushed in transit or whether the plant left in poor shape, and that changes what gets fixed. With those photos we ship a free replacement; no return is needed. The full terms are on the Arrive Alive Guarantee page.

Before you write

A fair number of questions are already answered elsewhere. The FAQ covers packing, weather holds, drainage, decorative pots, and gift orders. The Shipping page explains who ships your order and which days they ship (shipping itself is free on every order). The Return and Refund Policy sets out how live plants and non-living goods are treated differently, and the Shipping Policy is the formal version of the shipping page. If a plant is sulking rather than dying, start with Plant Care Basics.

If you have read those and still have a question, write in anyway. A question we get twice usually means something on the site is unclear, and that is useful to know.