Shipping
Everything is packed by hand by us, so your patience is appreciated. Here is what to expect and what we promise.
When your order ships
We pack and ship orders within the handling time shown at checkout, never more than 5 to 10 business days from the day you place your order. Business days are Monday through Friday, not counting weekends or holidays. The exact date we are committed to ship by is printed on your order confirmation email.
If we cannot ship by that date, we will email you before it passes. That email will give you a new date if we have one, and it will always give you the choice to cancel your order for a refund if you so choose.
If we run late
If the new date we give you is within 30 days of the original date, you do not need to do anything to keep your order. You can still cancel at any time before it ships and we will refund you in full.
If we cannot give you a firm date, or the new date is more than 30 days out, we need you to tell us if you want to keep waiting. If we do not hear from you by the date in the email, we cancel the order and refund you in full, automatically. If we miss a second date, the same rule applies: we need your OK to keep the order open.
These are your rights under the United States Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule. Nothing in our policies reduces them.
What shipping costs
Orders under $50 in merchandise ship anywhere in the continental United States for a flat $5.95. Orders of $50 or more ship free. You do not need a code.
Orders going to Alaska or Hawaii have an $8.95 handling fee at any order size. An order of $50 or more to Alaska or Hawaii does not pay the $5.95, but it does pay the $8.95.
Shipping and sales tax are shown on the checkout page before you place your order.
Tracking
Every order ships with tracking. We email you the tracking number when the parcel is handed to the carrier, and you can look it up/track it any time with your order number and the email address on the order. You do not need an account.
Tracking pages can take a few hours to update after we hand the parcel over. If your tracking has not moved in three business days, contact us and we will look into it and provide you an update.
Where we ship
We ship to addresses in the United States, including Alaska and Hawaii. We do not ship outside the United States or to U.S territories as of now. If you are outside of our typical shipping territory and want something, email us and we will tell you honestly whether we can make it work.
Some live botanical items cannot be shipped to Hawaii under state agricultural rules. If an item in your order cannot go to your address, we will tell you before we ship and refund that item.
Your address
Please check your shipping address before you place the order. We ship to the address you give us. If a parcel comes back to us because the address was incomplete or incorrect, we will contact you and, once you confirm the right address, ship it again. We may ask you to cover the second postage. If you would rather cancel at that point, we refund the order minus the original shipping charge.
If you notice a mistake in your address after ordering, email us straight away with the order number. If the parcel has not gone out yet we will fix it at no charge.
Lost, delayed or damaged in transit
If a parcel containing a product from our product page (scoop orders not included) is damaged in transit, send us a photo of the item and the packaging within 7 days of delivery and we will replace the piece or refund it, your choice. Please hang on to the damaged product until the matter has been settled as the carrier my require the actual item to process a claim. You do not need to send anything back unless we ask. If a scoops order item arrives damaged, please do the same as above and send a picture and hold onto the item within 7 days of delivery. Scoop items are not refundable due to them being a bundle deal, however we will replace damaged items with the same or comparable items at no cost to you.
If tracking shows no movement for 10 business days after we shipped, we treat the parcel as lost. We will open a claim with the carrier and either send a replacement or refund you in full. You do not have to wait for the carrier claim to finish.
If tracking says delivered and the parcel is not there, please check with neighbors, other members of your household, your building's mailroom, and the carrier, and give it 48 hours, because carriers sometimes scan a parcel as delivered before it actually arrives. If it still has not turned up, contact us. We will look at the order and the carrier's records with you, open a carrier claim where one is available, and work out a fair outcome. A delivery scan is one piece of information and we do not treat it as the end of the conversation.