Shipping & Returns


Shipping: 

Why are plants shipped bare-root? Can't you just ship me a pre-potted arrangement? 
Shipping plants bare-root is the most secure way to transport them to avoid damage. By wrapping each item separately we can waste less shipping materials, protect the plants and other goods from one another, and prevent a giant mess inside your box during transit. Don't worry, repotting is a cinch, and we have some 'how-to' tutorials to help you out!

What packaging do you use?
In addition to cardboard boxes (please reuse them!), we use FDA compliant static-free organic cornstarch packing peanuts which decompose in water (leaving no toxic waste). And before you ask -cause I know you are thinking it- though safe for humans/pets if ingested accidentally, they are not produced in food-safe conditions, and are not recommended for eating (sorry weirdo).

Where do you ship and what service do you use?
We currently ship to the continental United States, selecting whichever service best fits your particular shipment (between providers like USPS, UPS, FedEX, Uship and even Greyhound). In some instances we are able to select a service that is cheaper than the standardized shipping rate quoted to you on item pages, and will refund you the difference. Hell yea!

Can you ship globally?
Depending on the country, importing/exporting live plants can be a bit of a challenge (things like import permits, phytosanitary certificates, exorbitant fees, and prohibitively expensive shipping rates start to come into play). As we cannot be held responsible for knowing the laws and regulations of each country, we only consider doing this in instances where the buyer assumes all responsibility for knowing their particular laws, accepts the risk of their order being confiscated, and forfeits their ability to refund.

Heyyyy... my plant has a scar/mark/blemish!
Though we make a great effort to provide our plants with what they need to thrive, most of them are naturally-grown outdoors in full or bright sunlight. Mother nature loves to flex on us puny mortals and dish out things like record-breaking heat waves (potentially sunburning UV), nibbling bugs, wind (causing large columns with spines to rub against one another), and aesthetic imperfections like scarring can happen. Please make sure to check each listing's photos (which will either be actual photos of your plant, or photos of similar plants in cases of bulk listings) and make sure you're cool with them prior to order. In the event what you receive is radically different vs what you purchased please reach out. That said, in many cases blemishes can be grown out of and -unless you plan on growing pristine ornamental plants that you pump full of disease/pest controlling chemicals in an airflow-regulated/temperature-controlled bubble in perpetuity- we suggest you learn to expect and even love some level of 'character'/imperfection. These plants are badass survivors and they develop the scars to prove it!

What if my order arrives damaged in transit?
Please contact us through the website with pictures and your order number to resolve any issues. Please let us know within 48 hours of receiving your order, and make sure to keep and take pictures of the shipping box.  

I just placed my order; where the hell it?

We process orders of most items (for example: pre-calloused cuttings, merchandise, seedlings, etc.) within 1-2 business days of payment receipt. However, some items like those described as 'cut-to-order' need 7-10 days to dry/callous in order to be safely shipped without rotting in a miserable dark box with no airflow. You will automatically receive a tracking number once your order has left the nursery. Once in-transit shipping times will vary depending on the shipping method, but can be tracked via the providers website. 

Do you ship in the winter season?
Yes, but when shipping during the colder months, please take into account severe weather conditions. We do not use heat packs and will not be responsible for packages left in freezing temperatures. We try to keep an eye on weather, and may hold your order if placed during inclement winter weather. Feel free to reach out to us to discuss timing of shipments in winter. 

Local Delivery: 

What options are available for delivery?
We have a lot of experience safely transporting large/fragile plants, and are able to deliver locally in the Bay Area. Contact us (prior to purchasing your item) for a quote!

How does delivery day work?
After scheduling your delivery day and timeframe with us, you will receive a text message when the driver is en route (typically within an hour of arrival). We strongly suggest you are home and available to meet the driver immediately (especially if you live in a gated apartment complex or high-traffic area) as we are not responsible for delivered orders that need to be left at the door in cases where you are unavailable to meet the driver/accept your package.

 

Returns

We take pride in the health and high quality of our plants, and do our very best to only sell and ship healthy plants. No returns are accepted for plants, unless they show signs of damage or disease that drastically differs from the photos provided on the listing page, and there is no ability to recuperate the plant. No refunds will be issued for plants physically damaged in transit, or damage caused  accidentally by the new owner when unpacking or planting. 

For Dry Goods: Dry Goods are include and not limited to: planters, saucers, tools, soil, apparel and objects. Store Credit within 14 days of purchase for dry goods. To be eligible for a return, your item must be in the same condition that you received it.

Non-returnable items: Sale items. Gift cards. As-is items. Open bags of soil. Any item that is not in its original condition, is damaged, or has missing parts. Shipping and delivery costs. 

Exchanges: We only replace items if they are defective or damaged. 


Store Credit (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your Store Credit.

Once approved, your Store Credit will be processed, and you will receive a personalized discount code to use in-store or online. 

To complete your return, we require a receipt or proof of purchase. 
Please do not send your purchase back to the manufacturer (if applicable). 


Shipping back your return
To return your product, please contact us for the shipping address. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. 

If you are shipping an item with value over $75, please consider using a trackable shipping service or purchasing shipping insurance. If we do not receive your returned item we cannot issue a Store Credit and we cannot guarantee that we will receive your returned item.

For questions or concerns please contact us with your order number. We are always happy to talk through plant care questions. 

Thank you for shopping with Total Prick Nursery.

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