If your purpose for contacting us relates to an order. Please visit the help center and file a claim. We do not handle order related issues via the contact form.
If your purpose for contacting us relates to an order. Please visit the help center and file a claim. We do not handle order related issues via the contact form.
Due to COVID-19 you may experience shipping delays. We hold no responsibility for carrier related delays.
Shipping destinations:
We ship only within the US and it's territories.
Shipping times:
Most orders will arrive within 2-3 days of their initial shipping time. We work hard to ensure orders are updated with tracking information to ensure you are always aware of shipment locations.
Please note that your orders will be picked, packed and prepared for shipment within 24-48 hours. We do NOT ship same day.
Locations not within the "lower 48" are considered to be non-local and typically experience shipping times of 4-7 days.
Shipping cost:
We charge a flat shipping and handling fee for orders under $49. This rate is extremely competitive and ensures that your package is not only handled correctly but comes with complimentary tracking updates and shipping insurance.
Orders over $49 include an option for FREE shipping. When selecting this option, please be aware that your shipping and handling time may be delayed by up to 48 hours.
We typically ship orders everyday excluding Thursdays and Sundays.
Some weeks we will adjust this schedule to accommodate things such as holidays, large volumes or orders, or special sale events. Please note that it is very rare for an order to ship out on the date you place your order. All orders will ship out within 48 hours of the order being placed.
Ensuring that your orders arrive in perfect condition is our primary concern. To ensure that we are taking every precaution necessary to accomplish this, we use the following standards and processes during shipping.
All packages are shipped using special tamper proof tape that ensures that no boxes open during shipment.
Tamper proof tape also ensures that you are aware if the package was opened during shipment time. (If you ever receive a package that seems tampered with. Immediately take photos to send us before you yourself open the box).
We use protective padding in all shipments to ensure that no items are freely moving within the packaging during transit.
All shipments are insured within their order values to protect all parties involved.
**Before claiming your shipment is late. First, please keep in mind that your order ships within 48 hours of placing your order. Your shipping time STARTS when the package enters the USPS system and NOT when you placed the order. Second, please understand that Sundays are NOT considered a business day and do not count towards your shipping transit time.**
Also, before contacting us about packages that are potentially lost or show incorrect tracking information you MUST contact USPS regarding the issue. Once we ship out orders the postal offices are your main point of contact for delivery related issues. Although this may seem harsh we must insist that you work with USPS directly as they are able to help with lost packages where as we cannot...
If you were expecting a package that never arrived then please contact USPS ASAP.
Once again, we accept NO responsibility for delayed packages, lost mail, or stolen mail.
We automatically apply shipping insurance in every cart before check-out is processed. Meaning that if you turn down shipping insurance we will not be able to provide ANY assistance relating to these issues. If you have purchased insurance you will work directly with the shipping insurance provider on these issues.
We are sorry to hear that you encountered issues with your orders shipment.
We automatically add shipping insurance to every checkout so rest assured, unless you declined that coverage you will be able to file a claim for your package.
If you DID add Route Insurance during checkout:
Great news! You can easily file a claim using THIS LINK. Route will then assist further with this issue.
If you DIDN'T add Route Insurance during checkout:
Once again, we apologize for the issue you encountered with your shipment. Unfortunately, you opted out of shipping insurance. We are therefore unable to provide support for your package, as a result of you declining coverage for your order.
We are sorry to hear that there was an issue with your order.
Rest assured, if your order was indeed damaged, dead, or incomplete on arrival; you will receive assistance to make it right!
We require that all claims be made within 48 hours of your tracking showing the package was delivered.
Your claim must be made using the form below and we DO require photos of the issue. Please note that a few missing leaves, stress from shipment, and dirt being out of the pot does NOT meet the requirements of our claim process.
If your order was missing any items there may be a few things that could have happened.
We may have had incorrect inventory that caused you to expect a product that is currently sold out. If this is the case then we will have refunded you for the missing items before even sending out the order.
The product in question may not have passed our strict quality control standards during the packing and shipping process. If this was the case, you have been refunded for the item in question before we sent out the package.
Your order may have been tampered with. Please take photos and notes on the way the package arrived in case we need to file a claim.
All order related issues require that you file a claim within 48 hours of your order being delivered. You will file that claim using THIS LINK. Claims filed late or without photos will be discarded.
Please keep in mind that our plants all come from the same source. Your plants are exactly the same as the ones in the photos with a few key differences.
Your plant was just shipped across the country, state, county, etc. It is a living and breathing thing. It needs to become acclimated to the new environment which you are providing it. It needs immediate soil, sun, and water to begin the "healing" process to make it back to 100%.
We use professional photography equipment and techniques to showcase the beauty that these plants can posses when they are kept in great condition and are photographed with professional assistance.
Your plant may have some soil on it as a result of the shipping and handling process. Be sure to very gently rinse your plants before re potting them. Some plants will need a more thorough rinsing than others to remove dirt from their leaves.
All order related issues require that you file a claim within 48 hours of your order being delivered. You will file that claim using THIS LINK. Claims filed late or without photos will be discarded.
Here are our 5 biggest tips when it comes to caring for succulents:
Do not OVER water your succulents. Most succulents only need to be watered 1-2 times monthly. (This may easily be the most common problem with new succy parents.)
You succulent loves dappled shade but hates to be in direct outdoor sunlight all day every day.
Your succulent needs fresh and "airy" soil please avoid using soil that has very dense texture or very sandy textures.
Your succulents and cacti need you to pay attention to them. They will show signs that they are not doing good over time if you need to change their environment. No succulent or cacti will simply perish overnight or over a very sudden period.
Use high quality soil or supplement your average soil with nutrients to ensure proper growth.
All sales are final and we do NOT refund payments. If there are issues with your order we asses all remedies on a case by case basis.
If your plant is damaged during the shipping or arrives dead. You may be considered for a store credit or replacement if you file an acceptable claim within 48 hours of receiving your order.
