Shipping & Returns
Shipping of live plants will occur between Monday and Friday each week.
Shipping will be via United States Postal Service within the United States and its outlying territories ONLY. We do not ship internationally due to agricultural regulations.
All of our plants are shipped bare-root and without their original nursery pot. This is done both to protect the plant and to reduce shipping expense. Upon receiving your plants, make sure to remove them from their packaging immediately, repot using dry soil, and provide ample sunlight. Water as needed, making sure to water again only when the soil is completely dry. Succulents are very hardy and will rebound easily with proper care.
Please allow 1-3 business days for your order to be processed as it takes a fair amount of time to de-pot, dry, wrap, and box the plants. Additional processing time may be required during Sale or Promotional periods due to above average order volume. We thank you for your patience as we are always working as quickly as possible to pack and ship your orders!
We pack our products by hand and take great care to ensure that they arrive at their final destination safely.
Incomplete Addresses and Undeliverable Packages:
Leaf & Clay is not responsible for packages that are returned to our facility by USPS due to incomplete or incorrect address. Please double check the shipping address provided during the checkout process to ensure that your package arrives at its final destination safely.
In order to have your package resent, Leaf & Clay will charge for the replacement of damaged plants and a new shipping fee. There are no refunds or store credit for plants that are damaged in transit due to USPS "Return to Sender" actions. Packages will only be resent once the original package has been returned to Leaf & Clay.
Use of Freight Forwarders:
Using freight forwarders to circumvent United States regulations regarding the export of plant matter is strictly prohibited. Leaf & Clay ships within the U.S. and its outlying territories ONLY. Leaf & Clay is not responsible for any losses suffered as a result of this illegal behavior.
Plant Mail Club Subscription:
Plant Mail Club members will be charged on the date of original purchase. Future months will be charged on the 7th day of that month. Monthly subscriptions can be cancelled or temporarily disabled at any time by logging in to your account and managing your subscription settings. Pre-paid subscriptions of 3 or 6 months cannot be canceled or refunded part way through. We are happy to help take care of this for you; simply send an email to firstname.lastname@example.org prior to the 7th day of the month and we will cancel or temporarily disable your subscription for you. Requests made on or after the 7th of the month will not be eligible for cancellation or refund, but future months will not be billed.
We do not offer returns on live plants, but we will do everything we can to ensure your satisfaction. Please contact us with any questions, comments, or concerns by sending an email to email@example.com.
Non-perishable products such as pots, soil, and top dressing may be returned unused, unopened, an undamaged up to 30-days from the receipt of goods. Customers are responsible for the return postage cost. Fragile items such as pots need to be packed well with bubble wrap or other protective packing materials to ensure safe delivery. Products returned damaged will not be granted a refund. We advise that you use USPS Priority Mail which includes damage insurance up to $50.
ALL ORDERS ARE FINAL AND CANNOT BE CANCELLED. This policy is a result of the multi-day process required to prepare the plants for shipment, which includes de-potting, drying, wrapping, and boxing. That being said, if you make a request to cancel, and your order has not yet begun the fulfillment process, we will be more than happy to cancel, but this is done at our sole discretion and will be handled on a case by case basis. Please know that we are not in the business of sending plants to customers who do not want them, and will be completely honest with you regarding your order's status. If the plants have been removed from the greenhouse and entered this process, the order will be shipped; if they have not started this process, we will cancel your order, simple as that :)
Damaged or Missing Goods:
We only ship plants that are disease free and of good quality. That being said, we cannot control what happens to your order during transit.
If plants arrive damaged due to transit, we will issue a store credit. Refunds are not available on live plants. In order for this to happen, you must contact us within 48 hours of receipt of your order by sending an email to firstname.lastname@example.org. Please provide your order number and photos of the damage, both to the packaging and the plants, along with a photo of the packing slip. Do not dispose of the plants or packaging as the carrier may request their return.
**If you feel that a particular item is missing from your order, we will require photos of the plants that were received, along with a photo of the packing slip. Without these two items, we will not be able to address 'missing item' claims.**
Shipping in Winter:
It is the responsibility of customers residing in areas subject to freezing weather to purchase a Heat Pack. While heat packs do not guarantee protection from frost, they will help prevent damage from occurring. If you use a heat pack and the weather is not cold enough, a Heat Pack can also be damaging to the plants, so please be sure to only purchase a heat pack if you expect near freezing or below freezing weather.
Leaf & Clay is not responsible for damage done to plants by freezing weather. We cannot control the weather. Order at your own risk.