Summary of Our Policies
Unfortunately, shipping live plants is challenging and despite the care we take to package them, they don’t always arrive healthy. When this is the case, please reach out to us at [email protected] and we will make it right! Now, on to our refund policy : )
30 Day Satisfaction Guarantee
If your plant arrives unhealthy or becomes unhealthy within 30 days of the shipping date, we will replace your order with a new plant! We want to make sure that you are satisfied with every plant you receive from us, so please reach out to us at [email protected] with any concerns and if possible, attach pictures. We are constantly working to improve our processes so every plant arrives healthy, but in the rare cases it does not, reach out to us and we will make it right! If your plant arrives unhealthy or dies within the first 30 days, reach out to us via email and we will send a replacement!
You have within 24 hours of placing your order to contact us to cancel the order for a full refund. Unfortunately, after 24 hours, we are unable to cancel the order as it will likely already be fulfilled. To cancel your order, reach out to us via email at [email protected]
You are responsible for ensuring that the address you put in the order is complete and correct. You have within 24 hours of placing the order to notify us of any changes or corrections to the address. If the package is returned to sender due to an incomplete address, we are not responsible for shipping a new package. If this does happen, however, please reach out to us at [email protected] and we may be able to reship the order, however, the customer will be responsible for the second shipping fee.
For packages that are lost in transit, first please reach out to the courier to see if they can provide you with an update. Unfortunately, once the package is sent, it is in the courier’s hands to deliver it safely to you. Cellar Door is not responsible for packages lost or damaged by the courier. You have the option to purchase Route Shipping insurance at checkout to insure your package against damage in shipping and orders lost in transit. If you are unable to find any information from the courier, feel free to reach out to [email protected] and we will see what we can do to help! : )
We are willing to replace plants that have been severely damaged in shipping. Many times, it is only a couple of leaves, which can be trimmed off without harming the plant. If your plants is damaged, please send a photo to [email protected]!
We hope you love your new plants and will do everything we can to ensure they arrive happy and healthy! : )