Refund & Claim Policy

Last updated: August 31, 2026

Plantstop.us takes great care in preparing, packing, and shipping live ornamental plants. However, because live plants are perishable and naturally sensitive to transit, environmental changes, and handling conditions, some degree of shipping stress may occur.

This Refund & Claim Policy explains when a claim may be submitted and what resolutions may be available.

1. Final Sale Policy

All live plant purchases are considered final sale.

Once an order has been processed, we generally do not accept cancellations, returns, exchanges, or refunds due to a change of mind.

Exceptions apply only to eligible claims covered under this Refund & Claim Policy, including qualifying Dead on Arrival (DOA) claims or incorrect items.

2. DOA (Dead on Arrival) Claims

A DOA claim will be reviewed only when all of the following requirements are met:

  • The plant arrives dead or severely damaged upon delivery.

  • The claim is submitted within 24 hours of the carrier's recorded delivery time.

  • Clear photo and/or video evidence is provided showing:

    • The overall condition of the plant upon arrival

    • All affected or damaged areas

    • The original shipping box or packaging

    • The shipping label

Please keep the plant and all original packaging until the claim has been reviewed.

Claims submitted more than 24 hours after delivery are not eligible for DOA coverage.

Submitting a claim does not automatically guarantee a refund or replacement. Each claim will be reviewed based on the evidence provided and the condition of the plant upon arrival.

3. Incorrect Items

If you receive a plant that is different from the item you ordered, please contact us within 24 hours of delivery and provide clear photos and, when available, an unboxing video.

Once the issue has been verified, Plantstop.us will provide an appropriate resolution, which may include:

  • Sending the correct plant, subject to availability;

  • Providing a refund or other mutually agreed resolution; or

  • Requesting the incorrect plant to be returned, with the return shipping cost covered by Plantstop.us.

Please do not return any plant without first receiving instructions from us.

4. Exclusions & Non-Covered Issues

Because live plants naturally respond to transportation and environmental changes, the following conditions generally do not qualify as DOA:

  • Minor cosmetic imperfections, including small tears, scratches, spots, or blemishes

  • Minor yellowing or limited leaf loss caused by normal shipping stress

  • Mild dehydration or temporary wilting

  • Soil or growing-medium displacement during transit

  • Minor root disturbance

  • Differences in leaf orientation, shape, or appearance caused by shipping and packing

  • Normal acclimation stress after delivery

Claims may also be denied when damage or plant decline results primarily from circumstances occurring after delivery, including:

  • Improper care, handling, or acclimation

  • Prolonged exposure to extreme temperatures after delivery

  • Failure to retrieve the package promptly after delivery

  • Customer-requested delivery changes or package holds

  • Failure to comply with applicable state or local plant regulations

Carrier delays, weather conditions, and temperature fluctuations may affect live plants during transportation. These circumstances will be considered as part of our claim review, but do not automatically qualify an order for a refund or replacement.

5. Resolution Options for Approved DOA Claims

For an approved DOA claim, the following resolution options may be available:

A. Replacement

Whenever possible, replacement is our primary resolution.

  • The replacement plant itself will be provided free of charge.

  • The customer is responsible for the shipping cost of the replacement.

  • The applicable shipping fee will be communicated and invoiced separately.

  • Replacement is subject to plant availability.

Estimated replacement timeline:

  • Ready in USA: approximately 7–10 business days, subject to availability.

  • Fresh Import / Pre-Order: typically with the next available import shipment, which may take approximately 30 days or longer depending on the import schedule and availability.

B. Partial Refund

If you prefer not to receive a replacement, an approved DOA claim may be resolved with a refund of 50% of the affected plant's purchase price.

  • Original shipping charges are non-refundable.

  • Refunds apply only to the affected plant(s), unless the entire order qualifies for an approved claim.

  • Approved refunds are generally processed within 7–10 business days.

  • Additional processing time may be required by your bank or payment provider before the funds appear in your account.

Discounts or promotional pricing applied to the original purchase will be reflected when calculating the refundable plant value.

6. Shipping Charges

Original shipping charges, import-related shipping charges, and other shipping fees are non-refundable, except where required by applicable law or where Plantstop.us determines otherwise.

Shipping fees paid for replacement shipments are also non-refundable once the replacement has been shipped.

7. How to Submit a Claim

To submit a claim, contact us within 24 hours of the carrier's recorded delivery time and provide:

  • Your order number

  • Clear photos and/or video showing the condition of the plant

  • Photos of the shipping box and shipping label

  • A brief description of the issue

Email: plantstopus@gmail.com

Contact Page: Available through Plantstop.us

Please include all required information when submitting your claim so we can review it as quickly as possible.

8. Claim Review

Plantstop.us reserves the right to review the evidence provided and determine whether a claim qualifies under this policy.

We may request additional photos, videos, or information when necessary to evaluate the condition of the plant and determine an appropriate resolution.

Any resolution provided will be based on the circumstances of the claim, the condition of the affected plant, plant availability, and the terms of this policy.

Nothing in this policy is intended to limit any rights or remedies that cannot legally be excluded under applicable law.