Dear Gardening Friends,
At Roots Plants Shop, we are passionate about helping you create the garden of your dreams. We know that receiving healthy, vibrant plants is key to your gardening success. To ensure a seamless experience from our nursery to your doorstep, we have outlined our shipping and returns policies below.
Shipping Information
We strive to process and ship all orders promptly to ensure your plants arrive in perfect condition.
- Order Processing Time: All orders are processed within 1-2 business days.
- Shipping Methods & Times:
- Standard Shipping: Shipped via DHL or FedEx. Delivery within 10-15 business days after shipment. A flat fee of $12.95 applies.
- Free Shipping: Available on orders over $50, shipped via EMS. Delivery within 15-25 business days after shipment.
- Shipping Regions: We ship globally, excluding Asia and a few remote regions.
Our Returns & Exchanges Promise
Your satisfaction is our top priority. If you are not completely happy with your purchase, we offer a straightforward returns and exchanges process within 15 days of receiving your order.
Returns Process
To initiate a return or exchange, please follow these steps:
- Contact Us: Email our customer care team at [email protected] within 15 days of receiving your order. Use the subject line “Return Request” and include your order number and reason for return.
- Receive Instructions: Our team will respond within 2 business days with a Returns Authorization Number and specific instructions on how and where to send your return.
- Pack and Ship: Carefully repackage the item(s) in their original packaging, if possible. Include a copy of your order confirmation or a note with your Returns Authorization Number and full name. Ship the package to the address provided.
- Processing: Once we receive and inspect the returned item, we will process your refund or ship your replacement exchange.
Refund Timeline & Method
We process refunds promptly to ensure you are taken care of:
- Timeline: Please allow 5-7 business days after we receive your return for the refund to be processed.
- Method: Refunds are issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). The refunded amount will appear on your statement based on your financial institution’s processing times.
Please note: Original shipping costs are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.
Non-Returnable Items
Due to the perishable nature of living plants and to ensure the health and safety of our stock, we cannot accept returns or exchanges on the following items:
- Bare Root Fruit Trees (seasonal, dormant plants with specific handling requirements)
- All Pond Plants (aquatic plants requiring specialized care)
- Annuals & Annual Bedding Plants (short lifecycle, sensitive to transport)
- Any plant that has been planted, removed from its original pot, or is no longer in its original condition.
If you receive one of these items and it is dead on arrival (DOA) or critically damaged, please contact us within 48 hours of delivery with photos. We will be happy to arrange a replacement or store credit.
Need Help?
We are here to help you cultivate beauty in your garden. If you have any questions about our shipping or returns process, please don’t hesitate to reach out to our friendly customer service team at [email protected].
Happy Gardening!
The Roots Plants Shop Team