Unfortunately, shipping live plants is challenging and despite the care we take to package them, they don't always arrive healthy. When this is the case, please reach out to us at email@example.com and we will make it right!
30 Day Satisfaction Guarantee
If your plant arrives unhealthy or becomes unhealthy within 30 days of the shipping date, we will replace your order with a new plant! We want to make sure that you are satisfied with every plant you receive from us, so please reach out to us at firstname.lastname@example.org with any concerns and if possible, attach pictures. We are constantly working to improve our processes so every plant arrives healthy, but in the rare cases it does not, reach out to us and we will make it right! If your plant arrives unhealthy or dies within the first 30 days, reach out to us via email and we will send a replacement!
This policy does not apply to plants that arrive smaller than expected or have minor cosmetic damage, such as a single broken leaf. Each plant is unique, so not every plant looks exactly like the photograph (i.e. size, number of leaves). Each of our plants is a living thing and with time and a little love will grow & thrive. If our customer service team assess the photos that you send and determines that this plant does not qualify for a replacement, they will provide you with care tips and instructions to ensure that the plant grows strong and healthy.
If you receive a planter or accessory that is broken, we will replace it or give you store credit towards a new order.
If your planter or accessory arrives and it is not what you were expecting, we have a 30 day return policy. This policy does not apply to plants because we don't want to risk them dying on their journey back. We do not offer free returns on planters or accessories, so the customer will have to cover the shipping cost of the return. We will send you a return label and refund you the amount you paid for the product minus the cost of shipping it back to us. You will receive your refund once we receive the product. Please reach out to email@example.com and one of our team members will process your return.
You have within 24 hours of placing your order to contact us to cancel the order for a full refund. Unfortunately, after 24 hours, we are unable to cancel the order as it will likely already be fulfilled. To cancel your order, reach out to us via email at firstname.lastname@example.org.
You are responsible for ensuring that the address you put in the order is complete and correct. You have within 24 hours of placing the order to notify us of any changes or corrections to the address. If the package is returned to sender due to an incomplete address, we are not responsible for shipping a new package. If this does happen, however, please reach out to us at email@example.com and we may be able to reship the order, however, the customer will be responsible for the second shipping fee.
For packages that are lost in transit, first please reach out to the courier to see if they can provide you with an update. Unfortunately, once the package is sent, it is in the courier's hands to deliver it safely to you. Cellar Door is not responsible for packages lost or damaged by the courier. You have the option to purchase Route Shipping insurance at checkout to insure your package against damage in shipping and orders lost in transit. If you are unable to find any information from the courier, feel free to reach out to firstname.lastname@example.org and we will see what we can do to help! :)
We are willing to replace plants that have been severely damaged in shipping. Many times, it is only a couple of leaves, which can be trimmed off without harming the plant. If your plants is damaged, please send a photo to email@example.com!
We hope you love your new plants and will do everything we can to ensure they arrive happy and healthy! :)