Refund policy

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. 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 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. Please contact us 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.

Thank you so much for your understanding. We look forward to assisting you!