NOTICE: Canada Post is experiencing logistical failures leading to some packages being improperly stored and allowed to freeze. For this reason, we have suspended our "Alive Arrival Guarantee" for this service.
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LIVE ARRIVAL GUARANTEE
If a plant arrives dead on arrival:
1) Photos: Send us photos of the dead plant(s) to email@example.com within 5 hours of having received your order.
2) Assessment: We will respond within 2-4 business days of receiving your photos and issue a reimbursement if one is in order.
3) Reimbursement: If you used a shipping method that is covered by our Live Arrival Guarantee and your plants arrived in an unusable condition, we will arrange to either:
A) Provide a Store Credit for 110% of the purchase price of the unusable item(s).
B) Arrange a re-shipment. Reshipments will be arranged at our discretion - depending on item availability.
Canada Post: Canada Post shipments are not covered by the Live Arrival Guarantee. Unfortunately, plants shipped using this method are not eligible for reimbursements.
Reasonable Effort: For a shipment to be eligible for the guarantee, customers must make reasonable efforts to ensure they receive their package without unnecessary delays. Customers should check their tracking status regularly, be aware of the expected delivery date/time, and stay informed about any delivery exceptions and updates. Someone must be home to accept a direct-to-door delivery on the first delivery attempt. Orders delivered to a local access point/depot must be collected within 12 business hours of being available for pick-up.
Reimbursements: Plants that have been shipped are not eligible for a refund. A Store Credit is the standard reimbursement option in this case. Shipping costs and taxes are not included in the calculation of reimbursements.
*Shaken Plants: Please keep in mind that the substrate gel may slosh around during shipment. Although this can cause the plant to arrive looking unpresentable, this rarely affects the vitality or usability of the plant. If you are unsure, send a photo.
Reshipments: Replacement plants can be added to a new order to avoid additional shipping costs.
NON-PLANT PRODUCTS: RETURNS or REPLACEMENTS
If you received a product that arrived damaged, incomplete, or different from what you ordered, please contact us immediately (within 72 hours of receiving your order) to make us aware of the problem.
For any warranty claims, contact us at firstname.lastname@example.org with the order number and details about the product issue you are experiencing.
If you need to return a product for reasons other than those listed above, contact us within 14 days of receiving your order at email@example.com. In your email, please include:
Your order number.
Details about the product you wish to return.
We will respond with instructions for returning the item(s). Customers are responsible for the cost of return shipping and should choose a trackable shipping option. After we receive the return, unopened and unused items may be eligible for a refund for the cost of the item(s) (excluding shipping) while all other items may be eligible for store credit equal to the cost of the item(s) (excluding shipping). Please note that we cannot accept returns for items that were delivered more than 14 days ago, regardless of the amount of use or perceived condition of the item(s).