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Shipping Returns FAQ Blog IFR Guide UV Guide

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 issue a carrier label and deduct the label cost from your refund.
  • Refused or undeliverable shipments are still subject to return shipping, carrier return fees, and freight return charges when applicable.
  • Exchanges are processed as new orders on our website.
  • Custom-made items and international orders are non-returnable for standard returns. Cancellation eligibility is covered in our Cancellation Policy.
  • Items marked Blowout Sale or Customer Return, or otherwise identified as Final Sale, are not eligible for return, exchange, or store credit. See Blowout Sale & Final Sale Items below.
  • 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 may be subject to a restocking fee. See Restocking Fees below.

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.

Refused or Undeliverable Deliveries

Refused deliveries and packages returned to sender are treated as returns after they arrive back to us. Original shipping is non-refundable, and the customer is responsible for return shipping, carrier return fees, redirect fees, storage fees, or freight return charges when applicable.

For standard shipments, return shipping is generally deducted at the same standard shipping cost charged or calculated for delivery to you. For Priority or rush shipments, the return charge is based on the carrier’s return method, which is usually Ground or standard service rather than the original rush service.

Restocking Fees

  • No restocking fee for approved returns under $1,000.
  • 10% restocking fee for returns $1,000+.
  • We reserve the right to refuse substantially large returns over $10,000 when additional discounts have been given.

Canceling an Order

Cancellation requests are reviewed under our Cancellation Policy. Eligible orders may be canceled before they have shipped or entered the shipping process, but tracking numbers can take 1–2 business days to update or be sent to us. To request cancellation, use the chat button, reply to your original order confirmation email, or use our contact page.

Blowout Sale & Final Sale Items

Items identified on the product page as Blowout Sale, Customer Return, or otherwise marked Final Sale are not eligible for return, exchange, or store credit.

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.