FAQs / Shop Policies
For Arizona Customers - Pick-Up
For pick-up, please send an e-mail to info@thegreenplantaz.com within 24 hours of your order.
We are happy to do a local meet-up for your order if you are local to us in either Phoenix, AZ or Gilbert, AZ.
Address for the pick-up location will be sent via e-mail once you let us know you would like to do a pick-up. Please specify if you prefer to meet in Phoenix or Gilbert and we will arrange a time.
Shipping will be refunded, but please note a $3.00 handling fee will be withheld.
Please note: We are unable to hold orders for more than 2 weeks. We kindly ask you email us (info@thegreenplantaz.com / via your confirmation e-mai) within 24 hours with your order # to confirm you will be picking up your order.
************* SHOP POLICIES *************
Shipping
Processing Time
The time we need to prepare an order and ship is 3-5 business days. We currently only mail orders on Monday (except on postal holiday's). Any orders placed during the week will likely be packed over the weekend and mailed the following Monday. Shipping notifications will be sent via e-mail according to this time frame. For more details please view our FAQs!
Combine Shipping
We will combine multiple orders made at the same time. Extra shipping charges will be refunded at the time of shipping.
ALL PLANT SALES ARE FINAL
No Returns, Cancellations or Exchanges
We do not accept returns, exchanges, or cancellations.
We reserve the right to automatically cancel/not accept orders from customers who have previously failed to follow our shop policies.
No Refunds or Replacements
We do not provide partial refunds or replacements for any orders. Once the plant leaves our possession, we are no longer responsible for any issues that arise with the plant no matter the length of possession by you.
However, if there are any issues once your plant is received, we require the following steps to be taken.
An e-mail to info@thgreenplantaz.com must be received within 12 hours of delivery (as indicated by postal service, not when you retrieve the package). The e-mail must contain detailed pictures of your plant and detailed explanation of your issue. We will respond to your inquiry within 24 hours.
If your inquiry is accepted, you will be required to mail back your order within 24 hours of our response. Return postage will be the liability of the customer. The plant must be returned in the exact condition it was mailed and packaged exactly as it was received. Once the item has been delivered back to us, we will proceed further with your inquiry.
Any package mailed back to us without us first accepting the inquiry will automatically be denied.
Damage
Delays and Postal Damage
We are not responsible for delays, non-delivery due to incorrect address provided, weather damage, loss, or theft in relation to USPS (United States Postal Service) or UPS. Once our plants leave our care, we cannot guarantee timeframes for delivery or control what occurs during transit. Our plants are healthy and mailed free of any damage, we are not responsible for any transit damage or death.
Plants Received
Due to the sensitive nature of plants, it is recommended your plants are brought inside upon delivery and not sitting outdoors. It is also recommended to take out your plant within a hour of arrival and provide water if the substrate is dry. We do not recommend repotting plants upon arrival as this will add additional stress to your plants. Please refer to the care card included with every package for more recommendations on Hoya care. We are not responsible for owner care of plants that are repotted within 3 months of your purchase. Your plant will need to acclimate to their new environment prior to repotting. All of our plants are rooted in a mix of either coco coir/moss, perlite and horticultural charcoal. Your plants are okay to remain in this medium and pot for several weeks. Plants do not normally travel deprived of light and water on car or planes. It is normal for leaves to be dry or limp and can take up to 1-2 weeks to acclimate to your environment. If for any reason there is an issue with your plant, please reach out to us within 12 hours of receiving your plant (based off of delivery time from tracking) so we may come to an amenable resolution.
Plant Care
Please take note, plants require specific care. Not all plants grow the same, some require experienced care. Please research the plants specific requirements prior to purchasing a plant to ensure proper environment can be maintained. We are not responsible and cannot control issues with buyer care. Once the plant is out of our possession, we are no longer responsible for the plant. This includes but is not limited to: dropped leaves, yellowing leaves, rot, plant death and general overall health. Buyer is responsible for having adequate knowledge to properly care for the plant they receive. However, if you have any questions about plant care, please feel free to reach out to us, we are always happy to help. We have also created a general plant care card included with every package that is mailed out with general instructions for care, acclimation, and future repotting.
Predatory Bugs
Please note, predatory bugs (the good guys) are a regular part of our pest prevention routine. Our plants may arrive with various predatory mites, lacewing larvae or nematodes. As a general rule of thumb remember, fast is friend and slow is foe! These pests are doing good work to eat and prevent bad pests and should not cause alarm if spotted.
Disclaimer
Customers must agree to the terms and conditions of our shop policies during the checkout process in order to finalize an order. By checking the box at check-out you are agreeing to all terms and conditions outlined under our FAQs.