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 firstname.lastname@example.org 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 email@example.com with your order number and picture of the plant. 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!
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 firstname.lastname@example.org 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. If you do not reach out to us within the 24 hour window, we will not be covering the cost to send you a new order. To cancel your order, reach out to us via email at email@example.com.
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 the cost of shipping a new package.
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. We highly suggest using our Express Shipping option. It is significantly more reliable and you will receive your plants in 1-3 days. Cellar Door is not responsible for packages lost or damaged by the courier. If you are unable to locate your package after 3 days since they claimed to deliver it, please reach out to firstname.lastname@example.org and we will send you a new order.
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! :)