Returns & DOA Policy

We want every plant to arrive healthy and ready to grow.

Because plants are living and perishable products, returns and Dead on Arrival claims work differently from returns for ordinary merchandise.

This page explains our return, refund, replacement, and DOA policies.

IMPORTANT: The Live Arrival Guarantee requirements on this page must remain consistent with the Shipping & Live Arrival Guarantee page.

Live Arrival Guarantee

If an eligible plant arrives dead or with qualifying damage caused during transit, you may submit a Live Arrival Claim for review.

To qualify, you must:

• Submit your claim within 48 hours of the tracked delivery time
• Provide your order number
• Provide clear photos or an unboxing video
• Clearly describe the issue
• Follow any applicable seasonal shipping-protection requirements

What Is Covered?

The Live Arrival Guarantee may cover qualifying issues such as:

• A plant arriving dead
• Qualifying damage caused during shipping
• A wrong item being received
• Other qualifying arrival issues determined by our support team

[PLACEHOLDER: Client to confirm exact covered conditions.]

What Is Not Covered?

The guarantee does not cover normal cosmetic shipping stress or conditions that do not indicate that the plant failed to arrive alive.

Examples may include:

• Minor yellowing
• Temporary wilting
• Minor cosmetic damage
• Normal leaf adjustment after shipping
• Blackened carnivorous plant traps
• Natural seasonal changes
• Dormancy
• Damage occurring after delivery

48-Hour Claim Window

All Live Arrival Claims must be submitted within 48 hours of the tracked delivery time.

Claims submitted after this window may not qualify for coverage.

Photo & Video Requirements

Clear documentation is required.

Photos or video should clearly show:

• The affected plant
• The condition of the plant when received
• Any visible damage
• Packaging when relevant

Seasonal Shipping Protection

Extreme temperatures can affect live plants during transit.

[PLACEHOLDER: Insert the exact seasonal-protection requirements used by the business. This language must match the Shipping & Live Arrival Guarantee page.]

Dormancy

Temperate carnivorous plants naturally enter dormancy during certain times of the year.

During dormancy, a plant may lose foliage, change color, stop growing, or appear dead while remaining healthy.

Dormancy is not considered DOA.

If you’re unsure whether your plant is dead or dormant, read our dormancy guide before filing a claim.

Refunds

[PLACEHOLDER: Insert approved refund eligibility, refund method, processing timeline, shipping-cost policy, and applicable exclusions.]

Replacements

[PLACEHOLDER: Insert approved replacement policy, inventory limitations, replacement shipping terms, and customer options when a replacement variety is unavailable.]

How to File a Claim

01 — Check your delivery time
Confirm when the package was marked as delivered.

02 — Document the issue
Take clear photos or record an unboxing video.

03 — Find your order number
Have your order number ready.

04 — Submit your claim
Submit your claim within 48 hours of tracked delivery.