Damaged In Transit: We guarantee that every plant we ship is of the finest quality and that your order will be carefully handled and shipped to ensure that you receive a healthy product and this is the result more than 99% of the time. In the rare event that your product arrives severely damaged (some leaf/branch breaking occasionally occur and are not detrimental to the plant), please contact customer service at PlantOGram Inc. and a claim will be initiated with the carrier. You will need to retain the package(s) for a minimum of 7 days, as the parcel company may want to inspect the damaged product. We will reship the damaged replacement product after the delivering carrier has approved the damage claim. If we are currently out of stock of that item, we will gladly offer a substitute, or you may wait until we have the product back in stock. We are not responsible for shipping delays or damage in shipment. We will not honor claims that are made more than 24 hours after receipt of the damaged product. All claims need to be submitted in writing via email. Also since the largest box we current ship is approximately 5 feet tall, if the height of the plant is taller than 5 feet, the plant will be either pruned or bent to fit into the box at our discretion, if you have a preference as to which option we should exercise you must notify us in writing, at the time the order is placed, by listing your preference in the comment section on the checkout process. Some leaves and branches may break during transit but it is not detrimental to the health of the plant,we are not responsible for branches broken or damaged in transit. Some plants are more sensitive and may defoliate and drop their leaves during transit, this is normal and is not detrimental to the health of the plant.
Returns and Warranty: We ship the highest quality plants available, but unfortunately we cannot be responsible for their care once they leave our nursery therefore we DO NOT offer any warranty on ANY plants except that they will arrive to you in a healthy condition. We strive to maintain the most hygienic conditions for our plants thus due to the risk of cross contamination we DO NOT accept any returns of on any plant material.
Container Sizes & Plant Heights: All container sizes listed on our website are approximate and can vary depending on the container manufacturer used. All Plants are sold by container size not plant height, unless plant height is specifically listed in your purchase option. Plant heights vary depending on current availability, please contact us either via online chat, phone or email and we can provide you with the current height of any plants in our inventory prior to purchase.
Address Changes: Please ensure that the shipping address is entered correctly, our system prints the shipping label address exactly as entered by the client during checkout. FedEx does charge a fee for address changes which will be the clients responsibility and it will delay the shipment time.
International Orders: All international shipments are sent strictly FOB, meaning ownership is transferred the instant the plants leave our possession. This means that the customer assumes all of the risk and responsibility including but not limited to delayed, damaged, or dead plants, any issues with foreign mail delivery or any issues with customs that may arise.