Refund Policy & Arrive Safe Guarantee

We want every Plant In The Box order to arrive healthy and ready to enjoy. Because plants are living, perishable products, we don’t accept returns. If your order arrives dead, severely damaged, incorrect, incomplete, or is confirmed lost in transit, we’ll work to make it right.

Report a Problem Within 24 Hours

Email help@plantinthebox.com within 24 hours of delivery and include:

• Your order number;

• A brief explanation of the issue;

• A photo of the entire plant or product;

• Close-up photos of the damage; and

• A photo of the box and shipping label.

Please keep the plant and packaging until we finish reviewing your claim. Claims submitted after 24 hours or without enough documentation may not qualify.

Eligible Resolutions

If we approve your claim, we may provide a replacement, comparable substitute, store credit, or partial refund for the affected item. The resolution depends on the circumstances and product availability.

Original and expedited shipping charges are generally nonrefundable. Refunds are returned to the original payment method.

Natural Variation and Shipping Stress

Every plant is unique and may vary from its product photo in size, shape, color, fullness, leaf pattern, maturity, or bloom status.

Minor leaf loss, temporary wilting, loose soil, small tears, bent leaves, and similar cosmetic issues are normal signs of shipping and generally aren’t covered unless they seriously threaten the plant’s survival.

Our guarantee doesn’t cover damage caused after delivery by delayed opening, weather exposure, improper care, repotting, watering, lighting, temperature, pets, or handling.

Packages marked delivered by the carrier are generally treated as delivered unless there is credible evidence of a carrier error. A delayed package isn’t considered lost until confirmed by Plant In The Box or the carrier.

Incorrect or Unidentified Plants

If a plant appears incorrect or can’t be confidently identified, keep it away from children and animals and contact us within 24 hours.

Unless expressly identified as edible, all plants and related materials are sold for ornamental use only and aren’t intended for human or animal consumption. A plant described as “pet-friendly” or “pet-safe” isn’t edible and may still cause irritation or illness in an individual animal.

Address Changes and Cancellations

Customers are responsible for providing a complete and accurate delivery address.

If you notice an error or need to request a cancellation, email us immediately. We’ll try to help, but orders enter fulfillment quickly, and changes or cancellations aren’t guaranteed. Once processing begins or a shipping label is created, we may be unable to modify or stop the order.

Personalized, corporate, bulk, and multi-recipient orders generally can’t be canceled after approval or preparation begins.

Contact Us

Email help@plantinthebox.com and include your order number whenever possible.