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Shipping Returns FAQ Blog

Refund policy

 

We want you to love your purchase. If not, returns are simple—just follow the steps below.

Before You Start

  • Notify us within 14 days of delivery to request a return.
  • Items must be in original condition and original packaging.
  • Original shipping is non-refundable.
  • Return shipping is your responsibility. For convenience, we can issue a carrier label and deduct the label cost from your refund.
  • Exchanges are processed as new orders on our website.
  • Custom-Made items and international orders are non-returnable and not cancelable.
  • RMA approval is required—returns without an approved RMA won’t be accepted.
  • Christmas items: returns not accepted after December 15.
  • Returns over $1,000 incur a 10% restocking fee. We reserve the right to refuse substantially large returns over $10,000 when additional discounts have been given.

How to Request a Return (Online)

Please allow up to 3 business days for a response. If approved, you’ll receive an email with a link to print your return label and instructions. After we receive your return, allow 7–10 business days for processing and your refund.

  1. Log in and view your orders BY CLICKING HERE .
    • Enter your email and click Continue.
    • Open the email we send and copy the 6-digit code.
    • Return to the store and enter the code to log in.
  2. Click the order you want to return.
  3. If your order has multiple items, select the item(s) to return.
  4. Select a return reason and add an optional note.
  5. Click Request return.

Restocking Fees

  • No restocking fee for approved returns under $1,000.
  • 10% restocking fee for returns $1,000+.

Canceling an Order

We’re happy to cancel orders that haven’t shipped and don’t meet the restrictions below. Please use our contact page to request a cancellation.

  • Priority shipments are rush orders and cannot be altered or canceled.
  • Custom-Made items cannot be altered or canceled.

Shipping Errors & Damages

If you received the wrong, defective, or damaged item, we’ll exchange it at no charge or refund if a replacement isn’t available. You must notify us within 7 days of delivery. Please inspect your order upon arrival.

  • For claims, reply to your order email and attach photos showing what was shipped, the damaged box, and the product damage.
  • Freight deliveries: inspect before the driver leaves. If that’s not possible and the box shows damage, you must write “package damaged” on the delivery paperwork.
  • If damage is determined to have occurred after delivery due to customer handling, no credit will be issued and the item will not be returned.

Large trees note: Non-decorative nursery pots are designed to be anchored inside a larger planter. A slight lean or inability to stand perfectly upright after shaping is not a defect and will not be replaced.