HERE IS THE SHORT, SWEET, AND CONDENSED VERSION OF OUR ONLINE RETURN AND REFUND POLICY:
- All online purchases are final once they are shipped.
- We do not accept returns, since you are purchasing a live plant, small item, or gift card.
- If your plant has above-average shipping damage, we will work with you on a refund.
- If you have any other questions or need to add a heat pack or cancel your order, please contact us as soon as possible at onlinesales@spokaneplantfarm.com
- We are open Monday – Friday from 8 am to 4 pm (PST).
*Please note that shipping is our priority every morning, so the messages we receive are returned after the shipping is completed for the day.
FOR MORE DETAILED INFORMATION REGARDING SUBMITTING A REFUND, PLEASE SEE THE DETAILED INFORMATION LISTED BELOW:
ONLINE RETURN POLICY:
All purchases are final once they are shipped.
We do not accept returns, since you are purchasing a live plant, a small item, or a gift card.
If your plant has above-average shipping damage, we will work with you on a refund. Please see below for information on how to submit a refund claim.
ITEMS THAT ARE NON-REFUNDABLE:
The items listed below are non-refundable because these items are considered to be customizable. If there is some type of issue with the sticker or gift card, they do not work as they should, please contact us as soon as possible and we will work with you to figure out a solution.
- Stickers are non-refundable.
- Shipping costs are non-refundable.
- Cuttings are non-refundable and non-returnable.
WHEN DO WE SHIP YOUR ORDER:
Because we are shipping you a live plant, our shipping may be affected by the weather. We ship Monday through Friday 8 am to 1 pm (PST), but depending on the weather (e.g., inclement weather -if there are freezing temperatures, extremely hot temperatures, predicted hurricanes, tornados, or bad storms), we may delay shipping to ensure your plant arrives in the best health.
Our Online Store business hours are Monday – Friday – 8 am to 4 pm (PST). We are based out of Spokane Valley, WA USA.
*Please note that shipping is our priority every morning, so the messages we receive are returned after the shipping is completed for the day.
YOUR NEW PLANT HAS ARRIVED!
We know it is always exciting to get a new plant. Unfortunately, sometimes things out of our control can happen to your plant. Once we carefully package and ship your plant, we cannot control how or when it gets to you.
We hope your plant arrives in great condition, but please be aware that since you purchased a live plant, some damage is to be expected, such as:
- A lower leaf or two that is yellow or brown,
- A little soil that has shaken loose from the planter and is in the bottom of the box,
- and a little light leaf damage due to transit.
PLANT CARE:
Please refer to the “Unboxing Card” that was included with your order for information regarding what is expected and how to care for your new plant, plug, and/or cutting. We have included a sample of the front and back of the card below. You can also find additional tips and care instructions with each plant listing on our website at spokaneplantfarm.com, and on our YouTube channel, The Plant Farm.
UNPACKING YOUR NEW PLANT:
Let your plant rest in the pot it came in for at least two weeks. Do not replant it, before the two weeks are up. You want to give your new plant a chance to acclimate and destress from its journey and then let it adjust to its new home. Please refer to the “Unboxing Card” for additional information.
We only refund for cold damage if a heat pack has been included in your order. Please include a heat pack in your purchase, during the months of November, December, January, February, and March. If you are ordering more than one plant, please contact us if you are not sure if you will need more than one heat pack.
Please note: Take care in opening the box, so as to not damage the plant. Then, you will want to remove all of the packing materials that may have been included to protect the plant during shipping. Depending upon the plant(s) you ordered, the packing materials may include: Paper, a rubber band, shredded paper, packing peanuts, and a bamboo dowel that is used for support during shipping. Then you can follow the instructions on the unboxing care card included with your plant. There is also a copy of the unboxing care card below.
HOW TO SUBMIT A CLAIM FOR DAMAGE TO YOUR PLANT/ORDER:
Since we are selling live plants, our refund policy may differ from other businesses that are not selling live goods, but we will do our best to work with our customers.
Please Contact Us within 48 Hours of Unboxing Your Plant!
If your plant arrives with other above-average transit damage, please send us one (1) good photo of the entire damaged plant on the day that your plant arrives. After you unbox your order, you have 48 hours to contact us regarding your order.
You can email us the photo and your information at onlinesales@spokaneplantfarm.com. Please include your name, address, phone number, email, order number, and a brief description of what is wrong with your plant/order.
HOW LONG WILL IT TAKE TO PROCESS YOUR REFUND AND WHAT TO EXPECT FROM US:
We work with all of our customers to ensure proper care of their plants/orders and to ensure that our customers are pleased with the plant care we provide and our customer service.
After you contact our online sales office, they will respond to you within 24 hours (PST -Pacific Standard Time), during the business week (Monday-Friday). If you contact us on the weekend (Saturday or Sunday), we will respond to you by the following Monday. (*Please note that shipping is our priority every morning, so the messages we receive are returned after the shipping is completed for the day).
If it is determined that a refund is necessary, it will be issued promptly, within 24 hours PST. Please do not delay in contacting us, the sooner you contact us, the better.
Sometimes when dealing with live plants, we have found that the best solution is to have the plant sit for seven (7) days to see if the condition improves or declines. During that time, we will assist our customers with care information for their plant. We will provide our customers with specific instructions on where to place their plant (e.g., lighting), how much or how little water the plant may need, and that the plant may just need to acclimate to its new home for a few days. If after seven (7) business days, our customer’s plant is still not doing well, we will work with them to issue a refund within 24 business hours (PST).
ITEMS THAT ARE NON-REFUNDABLE:
Our gift cards are non-refundable because these items are considered to be customizable. If there is some type of issue with a gift card you purchased, please contact us as soon as possible and we will work with you to figure out a solution.
PLUGS AND CUTTINGS:
We are confident in the plugs and cuttings we provide, but ultimately their success is out of our control when they leave our greenhouse, and their success is based on the environment provided by the customer. To ensure success, please refer to the “Unboxing Card” that is included with your order.
We do our best to provide you with accurate information, if you have any questions regarding your new plug or cutting, please contact us at onlinesales@spokaneplantfarm.com
EXPECTED DELIVERY:
Please refer to the email you received after you purchased your plant, regarding your order number and expected delivery. Please note that delivery time depends upon the carrier and delivery time you selected at checkout. Any delays the carrier experiences are out of our control once the package leaves our greenhouse.
LOST ORDER:
If your plant is lost in transit, please first contact the USPS (United States Postal Service), because they will not issue a return to us the merchant/seller. The claim as per the USPS must come from you, the buyer. We will work with you to provide you with any additional information you may need to submit your claim.
WHAT IF YOU NEED TO CANCEL YOUR ORDER?
Please contact us at onlinesales@spokaneplantfarm.com
HEAT PACK GUARANTEE:
If you purchase a heat pack, especially during the months of December to March, just think of it as buying insurance for you and your plant. If you purchase a heat pack and your order is damaged due to the weather, we will replace it or refund free of charge.
WHAT IF YOU FORGOT A HEAT PACK?
If you forgot to add a heat pack, before your order ships, contact us at onlinesales@spokaneplantfarm.com and we will send you an invoice to purchase a heat pack and add it to your order.
HOW TO CONTACT OUR ONLINE SALES OFFICE:
If you ever have any questions or concerns, you can email our online sales office at onlinesales@spokaneplantfarm.com
OUR BUSINESS HOURS:
Our Online Store business hours are Monday – Friday – 8 am to 4 pm (PST). We are based out of Spokane Valley, WA USA.
*Please note that shipping is our priority every morning, so the messages we receive are returned after the shipping is completed for the day.
