Our Promise: The Live Arrival Guarantee

Here’s the deal, plain and simple: if your plant arrives dead, you don’t pay for a dead plant. Send us a photo within 24 hours of delivery and we’ll replace it or refund you — your choice.

If your plant arrives in rough shape, here’s what to do:

1. Take a photo right away — within 24 hours of delivery, before you do anything else.
2. Don’t repot it, prune it, or throw anything away yet. Just leave it as it arrived.
3. Email the photo to sales@inktownplants.com with your order number. Tell us what happened in your own words — no forms, no hoops.
4. We’ll get back to you within 2 business days with a replacement or a refund.

A quick note for beginners: plants often look a little tired after a trip in a dark box — droopy leaves, maybe a yellow one. That’s usually just travel stress, not a dying plant. Give it a few days of light and water before you worry. But if it’s clearly gone (mushy, black, or falling apart), that’s on us — send the photo.

What the guarantee doesn’t cover:

• Plants that arrive alive but stressed or a little banged up from the trip (they bounce back — we’ll help you with care tips).
• Packages delayed by the carrier that still arrive with a living plant.
• Damage from a plant sitting outside after delivery — please bring the box in right away.
• Plants that die weeks later. We guarantee arrival, not forever — but if you’re struggling with a plant, message us anyway. We’d rather help you save it than watch you lose it.

Can I return a plant? Honestly, no — and here’s why. Live plants are perishable, like fresh food. Once a plant has traveled to you and back, it usually doesn’t survive the round trip, so returns just mean dead plants and wasted shipping. That’s why the guarantee exists instead: if it arrives dead, we make it right without you shipping anything back.

Non-plant items (pots, soil, supplies, merch): unused and in original condition, return them within 14 days for a refund. You cover the return shipping — email us first and we’ll walk you through it.

Changed your mind before it ships? No problem at all. Cancel within 24 hours of ordering — or any time before your box goes out — for a full refund. Just email sales@inktownplants.com and we’ll take care of it.

Bought on a live show? Same guarantee, same promise. A plant is a plant, no matter where you bought it from us.