Shipping and Return Policy
SHIPPING DELAYS DURING COVID-19:
Due to the current pandemic, we are noticing carrier delays with the USPS PRIORITY SHIPPING and UPS Ground options. If your order has not updated with tracking information please do not panic, it is very likely en-route but the carrier has failed to update the package information. If your package has not been delivered within 2 weeks (14 days) of shipping, we will submit a claim on your behalf and refund the items. Shipping costs will not be refunded. Please continue to reference the order tracking information; we are not able to provide additional information than what you see on your end.
We pack and ship orders Mondays, Tuesdays, and Wednesdays on a first come first serve basis. Occasionally if we have a large volume of orders we will ship on Thursdays. We do not ship anything on Friday or Saturday, nor long holiday weekends. We typically end shipments for the year 1-2 weeks before Christmas to help alleviate the massive increase that both USPS and UPS see at this time of year. This also prevents your plants from sitting in a warehouse during the Christmas/New Year time. We resume shipping the first week of the new year.
DOMESTIC SHIPMENTS: Most Everything larger than a 3" pot will be shipped bare root unless otherwise requested. If you want your plant shipped potted, you must message us because your shipping cost may be higher. Not all plants can be shipped in soil - it depends on your location. You should receive an email notification with tracking info as soon as your plant ships. We use USPS Priority 2-3 day shipping and UPS Ground.
Holding Orders We are happy to hold your order to be shipped at a provided date whether you will be out of town, or if the weather is too cold (under 30F). Sometimes if plants are held for longer periods of time there is the possibility of them failing, albeit this is a rare occurrence. Should a plant fail while we are holding it for you, we will refund the plant. If that is the only plant in your order, your full order including shipping will be refunded. If you have questions regarding having your order held, please reach out.
Combining Orders We check every week to see if orders need to be combined. Generally we are able to combine most orders without issue. We also check orders from our website AND Etsy to see if they need to be combined, but appreciate a heads up as sometimes we don't catch cross-platform combinations. There will always be exceptions that include size of plants, if plants may damage one another in transit, or if there's been a request specifically not to combine. Generally we will reach out to you if there are any exceptions regarding your order(s).
Notice to all Customers Regarding Winter Weather: It is up to the customer to monitor the weather. If it is freezing in your area, please wait to order your plants. Most of the plants sold here are not hardy and will perish in cold temps. We recommend waiting to order until temps are above 40-50F or adding a heat pack to your order. If a heat pack is added and your plants receive cold damage, we will be able to refund or replace the plants.
Issues with your Order If you are not happy with your plants, please message us first! You can reach us by the chat system on the website, Facebook, Instagram, and email, or use the website's Contact Us form. We can usually work with you to find a solution that works for you and me. We appreciate you reaching out before you leave us a review so we can come to a solution for you. However, we must be notified about plants in poor condition 7 days after you have received them. Please send a photo of the damaged plant, and the shipping package (if damaged). Please remember that we are people too and occasionally make mistakes. We will never purposefully mess something up with your order. Please remember when writing to us, “you get more flies with honey than with vinegar”.
Plants in transit A lot of varieties we carry are generally really hardy and travel well. However, there are always exceptions regardless of how a plant is packed. For example, trees, leafing plants, and drought deciduous plants will drop leaves in transit. This is normal and expected. When a plant is unpotted, wrapped, and put in a dark box for a few days, it drops its leaves to conserve energy. Other soft-leafed plants may bruise and wilt. If you have questions please reach out with a photo of the plant in question. We are happy to take a look and let you know how to proceed. Once you receive your plant(s) please pot them up and water them well. They generally leaf out again within 1-2 weeks during the growing season.
Lost/Stolen Packages A package that’s marked as “Delivered” but is missing could be the result of a USPS scan error, or that the mail carrier put the package in a hard-to-see location or accidentally delivered it to a neighbor. However, if neither of these situations is the cause of a missing package, contact your local post office to retrieve your package’s location. Packages marked as delivered by carrier, but are not received, are the customer's responsibility to track. Paradise Found Nursery is not liable for packages once they are delivered by the carrier as we have no further recourse through the carrier. Check with your neighbors, sometimes USPS can accidentally deliver to the wrong address. If your item has been lost or stolen after delivery please contact your local post office or visit the links provided below as we are not able to track the parcel down on our end.
- File a claim https://www.usps.com/help/claims.htm
- Track your package https://www.usps.com/manage/welcome.htm
Plant Guarantee? Not all of the plants are easy to grow and we cannot guarantee your success as a grower. However, we are here to help wherever we can and are always happy to give advice (it's free)! If a plant has been in your care for longer than a week (7 days) we are unable to provide refunds, returns, or replacements.
General Return Policy If you receive a plant you are unhappy with, we are more than willing to send you a prepaid return label, no questions asked, within 7 days of delivery. We ask that you box the plant back up and return it to the appropriate carrier that day or the next. The price you paid for the plant will be refunded once the plant is delivered to us. Your original shipping and coupons will not be refunded.
Plants sent in pot If you immediately repot a plant that we have sent in pot, we are unable to provide returns or refunds should the plant fail within the first week. We ask that all plants sent in pot be allowed to "rest" in the pot for at least 1-2 months before repotting. Some plants have very delicate roots and can drop them due to stress of shipping then immediately being repotted. If we send you a plant bare root that fails either during shipment or within 7 days of delivery, please send us photos so we can come to a solution whether it be a return or a replacement. Replacements are not guaranteed as stock moves quickly.
Package interception If you decide after your order has been shipped, but before you've received it, that you do not want your order, you can either refuse delivery or ask us for a prepaid return label. On rare occasions we have had packages intercepted. Having a package intercepted costs us $24+ per package, whereas a prepaid return label is generally not that much. We would prefer to send you a prepaid return label. Once the order is back with us we will refund the amount you paid for the plants. Your original shipping and coupons will not be refunded.
Third-Party Courier Services We have noticed an uptick in the number of orders to courier services to bypass correct ways of exporting plants. Not only is this a shady way of exporting plants, it is also illegal to export plants without a permit and without the plants being properly prepared for international shipment. If we identify any orders going to a third-party courier, those orders will be cancelled and refunded. Our entire shipping team is now aware of this and will be scrutinizing order addresses.
Hoya Return Policy This return policy applies to Hoya plants ONLY. All sales on Hoyas are final; we can no longer accept returns and will not issue refunds unless the plant is dead on arrival. If the plant is dead on arrival, please submit a photograph of the dead plant still in its original wrapping by email to email@example.com within 24 hours of the delivery date noted on the tracking details. Upon receipt of the photograph, a full refund will be issued. If a plant is either missing or the incorrect plant was received, please notify us by email within 7 days of receipt and you will either be refunded or the correct plant will be sent to you at no charge. All Hoyas offered for sale are currently growing in 6‚ hanging baskets unless otherwise noted. The actual size of the plant may vary unless specified that photo is of exact plant offered for sale.
Tree Shipping Reminders Congrats on your new tree! When the weather starts to cool off in winter, your plant may have either dropped leaves in shipment or will be dropping leaves soon. This is just your tree going dormant and is completely normal and expected! Your new tree is NOT dead! Pot it up in a 70/30 soil and perlite mix. Keep it potted, in a warm, shady area, and water once every two weeks. The soil must be allowed to dry out completely between waterings while dormant. Once springtime rolls around, you can increase your watering to once a week when you begin seeing leaves! Then you can move it into a sunnier spot and feed with Osmocote Plus! Enjoy your new tree and let us know if you have questions that aren’t covered here!
Large Plant/Large Quantity Orders With larger plants and larger quantity orders, we may invoice you for additional shipping. Shopify's calculated shipping is generally not very accurate and will frequently undercharge for larger plants. Please be advised that any plants larger than 2 gallons may require additional shipping charges. We will do our best to notify you as soon as we know the shipping cost and will send you an updated invoice for additional shipping. This is generally only the case for large tree and Sansevieria specimens, and orders with 15+ plants. We will provide you with a screenshot of the quoted shipping amounts to be fully transparent with the shipping costs. If we have overcharged for shipping, we will refund the difference. If we have only undercharged by a few dollars($5 or under), we will eat that cost. We don't ever profit off of shipping costs.
If you have questions or concerns regarding shipping costs for any order please reach out to us. We can only provide shipping estimates until we have packed up your plant(s) and know the size and weight of your package. We do not set the rates, but we do pass along our discount to you, the customer.