Refund & Returns Policy

Damaged in transit

If your plant arrives damaged, we'll take care of you. Just:

• Email hello@raizplants.com with photos and videos of the damage within 3 days of the delivery date (per tracking).
• We replace only the affected portion of your order. If the plant is healthy but the pot cracked, we'll replace the pot.
• Your resolution will be either store credit or a replacement, based on the plant's condition, current availability, and whether weather allows a safe reshipment.
• If we need to hold a replacement until weather improves, we'll let you know and give you a rough timeframe.

Lost or missing packages

• Please check your tracking first. Carriers sometimes scan "delivered" a little early.
• If it's been 3 days since the "delivered" scan and your package still hasn't shown up, reach out. We'll open a claim with the carrier and offer you a replacement or store credit.

Wrong shipping address

• If your order hasn't shipped yet, contact us right away and we'll update it.
• Once a label has been printed, we're unable to make changes. If the package is returned to us, email us and we'll work with you on next steps.

Order changes & cancellations

• You have 24 hours from placing your order to request changes.
• Once a shipping label is printed, we're no longer able to modify the order.

In-Store & Pickup

Live plants

• All plant sales are final. We encourage you to inspect your plants before leaving the shop.
• If an item is damaged or incorrect, contact us within 3 days of pickup so we can take a look and help.

Uncollected pickup orders

• Please pick up your order within 7 days of your fulfillment notice.
• After 7 days, live plants may be restocked, as plant health comes first.

Non-Plant Items (pots, baskets, tools, soil, accessories)

Returnable within 7 days of pickup if:

• Unused
• In original packaging
• Accompanied by proof of purchase (receipt or order confirmation)

Returns must be brought in person to the shop during business hours. We don't accept mail-in returns.

Not eligible for return: sale items, gift cards, custom potting/repotting, special orders, made-to-order items, and anything used or removed from its original packaging.

Refunds

• Approved returns are issued as store credit via electronic gift card, usable both in store and online.
• We don't refund to the original payment method except in rare cases (such as a fulfillment error on our end).
• If your store credit hasn't arrived within 15 business days of approval, email us and we'll verify your details and reissue it.

Questions?

Reach us anytime at hello@raizplants.com and we'll be happy to help.