Every plant leaves our nursery inspected, cleaned, and packed by hand. We stand behind that work with our Live Arrival Guarantee.
What the guarantee covers
We will replace or credit any plant that arrives:
- Dead, fully rotted, or crushed beyond recovery
- Incorrectly identified (a different species than ordered)
- Missing from the shipment
How to make a claim
- Open your parcel within 24 hours of delivery. Plants left sealed in a box continue to decline.
- Contact us within 48 hours of the carrier’s delivery scan at [[email protected]] with your order number.
- Send photographs, taken before you unpack anything:
- The sealed box, showing the shipping label clearly
- The parcel as first opened, with packing material still in place
- Each affected plant, laid flat, with its nursery tag visible
- A close-up of the damaged area (roots, pseudobulbs, crown)
Claims without photographs of the unopened box cannot be processed. Please do not discard the packaging until your claim is resolved.
What we do
Once a claim is approved you may choose:
- A replacement plant shipped free of plant cost with your next order, or
- Store credit for the value of the affected plants, valid 12 months, or
- A partial refund to your original payment method, at our discretion
Compensation is limited to the purchase price of the affected plants. Shipping charges, phytosanitary and CITES document fees, duties, and taxes are not refundable in any circumstance.
What the guarantee does not cover
Live plants travel for several days in darkness. Some visible stress on arrival is normal and is not a defect:
- Yellowing, spotted, or dropped leaves
- Wrinkled or shrivelled pseudobulbs
- Dried root tips or trimmed roots
- Loss of flowers, buds, or spikes in transit
- Slight differences in size, form, or leaf count from the listing photograph
We also cannot cover:
- Shipments delayed, held, seized, returned, or destroyed by customs or agricultural authorities
- Shipments refused, unclaimed, or returned because duties or taxes were not paid
- Delivery to an incorrect or incomplete address supplied by the buyer
- Orders placed without the import permit or documents required by your country
- Orders where the buyer chose an economy service (EMS, ePacket) against our recommendation
- Orders shipped during extreme heat or cold after the buyer declined a weather hold
- Decline or death occurring after the arrival inspection window, including during re-establishment
Re-establishment period
Imported bare-root plants need 30–90 days to re-root and settle. During this period it is normal to see slowed growth, some leaf loss, or a pause in flowering. This period is not covered by the guarantee, but our team is glad to advise you — write to us with photographs and we will help you diagnose the problem.
Returns of live plants
For phytosanitary and legal reasons we cannot accept the return of any live plant once it has been exported. All plant sales are final except under this guarantee.