Return and/or Replacement
Every plant is fragile and the shipping process is not always kind. Most of the time we get it right, but sometimes we don't. When that happens, we fix it - be it a damaged plant or pot due to shipping carrier mishandling - with the ultimate objective of making our customers happy. With this in mind, we have provided Route Insurance as an optional safeguard to protect your package. If you are not happy with your recent purchase, please fill out our contact form and we'll get back to you promptly. The form ensures we have what's needed to help you as soon as possible.
Unfortunately, we do not offer returns on LIVE PLANTS - these items are final sale. However, we ultimately care about your experience & will do everything we can to make sure you have a great experience purchasing from us.
IF YOU ARE NOT ENTIRELY SATISFIED WITH YOUR PURCHASE, WE’RE HERE TO HELP.
Due to COVID-19 health and safety concerns we are not accepting any returns at this time. As per Geoponics returns and exchange policy, we are only offering store credit for returns and/or exchanges on a case by case basis.
If you have a problem with your order, please follow these steps:
- Send us an email at firstname.lastname@example.org
- Add your order # to the subject line
- Add a description of the issue
- Add photos of damaging to packaging or plants
- Add photo of the shipping label on the package
Note* Please do not throw anything out as our carrier may request for return as proof.
**Any order cancellations must be completed within 48 hours. Please email us at email@example.com or call us at 905 795 2456
WINTER RETURNS UPDATE
DURING THE WINTER MONTHS, WE ARE NOT ACCEPTING ANY RETURNS DUE TO POSSIBLE COLD DAMAGE. IF YOU HAVE PRODUCT DAMAGE AND DID NOT PURCHASE A HEAT PACK, WE WILL NOT OFFER A REFUND OR CREDIT.
All plants are handpicked and guaranteed to be disease free & premium quality. If your plants arrive damaged, please contact us within 24 hours at firstname.lastname@example.org.
- A damaged leaf or two does not qualify for store credit
- We are not responsible for packages that we are left at the post office (please track your package using the tracking number provided)
We address each request on a case by case basis and all exchanges, credits & refunds are at our sole discretion.
It is up to the shipping carrier to contact customers, if the customer is not available to receive the package and it is left outside during winter, we will not provide credits or refunds. Tracking information is provided upon dispatch, it is customer's responsibility to track your package.
By accepting our plant products at the time of sale in store, or on delivery receipt, this is considered proof of good plant health and subsistence. All live plants are subject to variable conditions as such we are not able to offer a guarantee with the exception of delivered trees or shrubs.
Regarding online orders, in the unfortunate circumstance that a plant arrives damaged or does not meet your expectations, please notify us within 48 hours from receipt of your package via email @ email@example.com with the subject line containing your order # and your inquiry. One of our plant care specialists will contact you directly for a resolution.
Note* We take pride in our products and stand behind everything we produce. We ask that you take extra care of your live plant products when they first arrive as they have been subjected to variable conditions such as weather, transportation, soil quality, and watering. This extra bit of care ensures plants undergo a healthy transition into to your space.
Feel free to contact us directly if you have any questions and/or concerns by phone at 905-795-2456 or via email at firstname.lastname@example.org.
Team Plant Club