Refund policy

We want every plant to arrive healthy and ready to live. If something isn't right, here is how we make it right.

Live plants — 14-day Arrive Alive Guarantee

Live plants are perishable, so we do not accept change-of-mind returns on them. Instead, every plant is covered by our Arrive Alive Guarantee: if your plant arrives damaged, dead, badly stressed, or not as described, contact us within 14 days of delivery with your order number and photos of the plant and its packaging. We will ship a free replacement. If a replacement is not available, we will refund the item in full instead. You do not need to ship the plant back to us.

Some travel stress is normal (a few yellow lower leaves, some drooping) and usually recovers within a week or two. Decline after the first 14 days, and damage from repotting, pets, or accidents at home, are not covered.

Planters, tools, and accessories — 30-day returns

Non-living items can be returned within 30 days of delivery if they are unused and in their original packaging. Contact us to start a return and we will send instructions and a return label. Return shipping is free for damaged or incorrect items; for change-of-mind returns, the cost of the return label is deducted from your refund. Planters that arrive chipped, cracked, or incorrect are replaced or refunded on receipt of a photo, no return needed.

How to start a return or a claim

Use the contact form with your order number and, for plant claims, photos of the plant and packaging. Items sent back to us without first requesting a return will not be accepted. We respond to every request within 1 to 2 business days.

Refunds

For returned non-living items, we will notify you once we have received and inspected your return and let you know whether the refund was approved. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund and you still have not received it, contact us and we will chase it down for you.

Cancellations

You can cancel an order for a full refund any time before it ships. Contact us within 12 hours of ordering. Once a plant has shipped, the Arrive Alive Guarantee applies instead.