FAQ

About Us

I'm not sure when or how this began exactly, but I've found myself in the difficult position of having too many plants. They outnumber us about 1,000 to 1. The plant tent is overflowing and they're slowly taking over all the rooms in my house. If something doesn't change we'll all be sleeping in the yard. 

(My husband says maybe I should just stop propagating them all the time? ...But I'm not about to let silly things like "facts" or "logic" stand in the way of what is clearly a very healthy hobby and not a totally unhinged obsession.)

Our Grow Media

All of our plants are grown in (peat-free) soilless media. Typically either a coir based mix, sphagnum moss or semi-hydroponically in either LECA, Fluval Stratum, Perlite or Pon. Plants grown in a semi-hydroponic medium will be shipped in a sphagnum and perlite mix.

Our Grow Conditions

The plant tent is kept around 80°F (26.5°C) with 75-80% humidity year round. Nearly all the plants sold here can survive in normal household conditions, but will likely require an acclimation period to avoid stress.

Our Plants

Our mother plants are usually purchased either here in the US or from growers in Thailand, Indonesia or the Philippines. All the plants we sell are our own propagations from those plants. We do not import plants for resale or "flip" plants.

No plant is sold on until a healthy root system is established and sufficient new growth is observed. (For variegated plants this is particularly important, so you can be sure the plant you're buying is not reverting or going "ghost.")

Shipping Information

Unless otherwise stated on the listing, plants will ship UPS 3 Day Select * and substrates and accessories will ship UPS Ground. Expedited shipping is available during checkout at buyer's expense.

We always ship on Mondays (or Tuesday if there's a holiday) to avoid any weekend delays. Orders placed Monday through Saturday will go out the next Monday. Orders placed on Sundays will likely (depending on the time the order was placed and whether or not I'd finished potting for the day) go out the Monday after that - So not the next day, but the following week.

Route Shipping Insurance

We are proud to now offer Route Shipping Insurance at check out. 

For a small fee, Route protects your order against loss, theft or damage during shipping and on delivery. Claims are quick and easy to file and can be done directly though the Route app or website, or by contacting us to initiate the claim on your behalf. Route gives you peace of mind that your purchase is protected - No matter what!

Get started with your Route claim here.

Please note: Orders without the added Route Shipping Insurance will be ineligible for refunds or replacements due to carrier-related issues.

At this time we do not ship internationally.

* Where available. UPS 3 Day Select isn't offered in all locations (I most commonly find it to be an issue in more remote areas of AK and HI and also in PR. This is down to the carrier and is entirely out of my control.) In these cases, or if shipping to a P.O. Box, packages will be sent USPS Priority.

Weatherproofing

Heat packs and/or insulation will be included at no additional cost as necessary. We reserve the right to delay shipping until there are favorable temperatures both here and at the destination address. If a delay is required, we'll contact you promptly to discuss.

On Plant Purchases

We do not accept returns or offer refunds on plants.

Damages and Delivery Issues

If you purchased Route Shipping Protection: Your order is fully covered in the event of lost or damaged packages. Get started with your Route claim here. Please feel free to contact us with any questions, or so that we can help guide you through the process.

If you did NOT purchase Route Shipping Protection: If there are any issues with the condition of your order on arrival, please document the damage with either pictures or video and contact us here within six (6) hours of delivery* so that we can evaluate the severity of the damage and decide how best to proceed. I promise we'll do our best to make it right for you.

Live Arrival Guarantee

If you purchased Route Shipping Protection: Your order is fully covered in the event of lost or damaged packages. Get started with your Route claim here. Please feel free to contact us with any questions, or so that we can help guide you through the process.

If you did NOT purchase Route Shipping Protection: In the unfortunate event your plant is dead on arrival, please document the damage with either pictures or video and contact us here within six (6) hours of delivery. Once we've been able to confirm the loss of the plant, a replacement will be sent at no cost to you. If a replacement is not available, a refund will be provided.

Buyer is responsible for bringing plant(s) inside as soon after delivery as possible, particularly during colder weather months. Failure to do so will void Live Arrival Guarantee.

On Substrate and Accessories Purchases

Substrates and accessories are eligible for return only if the following conditions are met:

  • Your return must be initiated within ten (10) days of delivery by contacting us here.
  • Item(s) must be unused, unopened, and in their original packaging to receive a full refund. No refunds will be provided on substrates if the bag's heat-seal is broken.

Return Shipping

    • Once your return is approved, a pre-paid shipping label will be provided to you.
    • Buyer is responsible for original and return shipping costs which will be deducted from any refund issued.
    • Shipping costs vary based on the product(s) being returned.

Damages and Delivery Issues

    • If you purchased Route Shipping Protection: Your order is fully covered in the event of lost or damaged packages. Please contact us so that we can help guide you through the process.
    • If you did NOT purchase Route Shipping Protection: If there are any issues with the condition of your order on arrival, please document the damage with either pictures or video and contact us here within 24 hours of delivery* so that we can evaluate the severity of the damage and decide how best to proceed. I promise we'll do our best to make it right for you.

* The reason we require contact within 6 hours of delivery for plants but allow 24 hours for substrates and accessories is that the latter won't really be bothered if left outside overnight. Your plants definitely will. 

Cancellations

We accept order cancellations prior to your order being shipped. Buyer is responsible for making the request, either here or by email (our Instagram inbox is not checked regularly) within this timeframe. No cancellations will be accepted after shipping.