Returns & Refunds Policy

Due to the perishable nature of living plants and the agricultural regulations involved in shipping them, we do not accept standard returns, exchanges, or “buyer’s remorse” cancellations on any live plants once shipped. All live plant sales are final.

Live Arrival Guarantee & Severe Damage / Dead on Arrival (DOA)

We offer a 100% safe, live arrival guarantee for live plant specimens exclusively when shipped via Overnight Express. Standard Shipping and 2-Day Priority delivery options do not carry live arrival guarantees for living plants, and any transit stress, biological melting, or environmental damage under standard/priority transit speeds will not qualify for refunds or replacements.

If your plant arrives Dead on Arrival (DOA) or with severe, non-recoverable transit damage under our eligible Overnight Express service, we are here to help. You must contact us within 24 hoursof the carrier’s delivery timestamp.

To file a claim, please email us at [email protected] with:

• Your order number.
• Clear, unedited photos (an unboxing video is highly recommended) of the damaged plant.
• Photos of the internal packaging and the exterior shipping box.

We evaluate claims on a case-by-case basis. If approved, we will issue a replacement (if available), store credit, or a refund at our sole discretion.

*Please note: If extreme temperatures were forecasted in your local area and you did not purchase the required winter heat pack or insulation (if offered in our shop), our Live Arrival Guarantee is voided. We are not responsible for plants left outside in extreme weather after delivery.

Tissue culture plants are highly specialized and require strict sterile protocols and specialized knowledge to acclimate successfully to ambient conditions.

Our Guarantee:

We guarantee that your tissue culture plant will arrive healthy and free of contamination only while the vessel remains completely sealed. If a vessel arrives cracked, broken, or visibly contaminated upon delivery, you must email us photos of the unopened container within 24 hours of delivery for a replacement or store credit.

Because virtual interior design is a highly customized, time-intensive service involving intellectual property and digital deliverables, the following strict policy applies:

• Once Work Commences: As soon as you have submitted your client onboarding materials (e.g. questionnaires, measurements, photos) and our design work has officially begun, all virtual interior design services are 100% non-refundable.
• Pre-Project Cancellations: If you purchase a design package but need to cancel before any onboarding materials are submitted or work has started, you may request a refund within 48 hours of purchase. A 10% administrative/processing fee will be deducted from your refund to cover non-refundable credit card processor fees.
• Revisions: We want you to absolutely love your space! If the initial design concept does not meet your expectations, your package includes 2 rounds of revisions (as detailed in your specific service agreement) to ensure we get it exactly right.

We gladly accept returns on standard physical merchandise (such as custom stickers and archival art prints) within 14 days of the delivery date.

Return Conditions:

To be eligible for a return, your item must be:

• Unused and in the exact same condition that you received it.
• In its original, unopened packaging (e.g. stickers must be unpeeled, art prints unbent).
• Free from any signs of wear, damage, or environmental odors.

Return Process:

• Email [email protected] with your order number and reason for the return.
• If your return is approved, we will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
• Return Shipping: The customer is strictly responsible for paying all return shipping costs. Original shipping costs are non-refundable. We highly recommend using a trackable shipping service.

Damaged or Incorrect Merchandise:

If you receive a bent art print, a defective product, or the wrong item entirely, please contact us within 7 days of delivery with clear photos of the item and its packaging. We will send a replacement at no additional cost or issue a full refund. *(Note: Custom, commission, or personalized items are final sale and cannot be returned).*

If you need to cancel an order for physical goods (Plants or Merchandise), you must contact us at [email protected] within 12 hours of placing the order. If the order has already been processed, packed, or handed off to the shipping carrier, it can no longer be canceled.

Once a package is handed over to the shipping carrier (e.g. USPS, UPS), we no longer have control over its transit journey.

• Delays: We are not responsible for carrier delays, particularly during high-volume holiday seasons or severe weather events.
• Lost/Stolen:If your tracking information shows that your package was “Delivered” but you cannot locate it, please check with neighbors, surrounding doorways, and contact your local carrier branch office directly. We do not issue refunds or replacements for packages that have been stolen from your property after successful delivery.
• Incorrect Address: We are not responsible for lost packages or dead plants resulting from an incorrect shipping address provided by the customer at checkout. Please double-check your shipping information carefully.

If your return, cancellation, or DOA claim is approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.