Refund & Cancellation Policy
Our business is built on the pillars of quality and customer experience. Before making a purchase, please read our formal Refunds & Cancellation Policy which outlines:
- Our quality expectations of ourselves
- What to do if there’s an issue with your order
- Instances in which we typically do and do not offer refunds
- Other information we feel you should be aware of before making a purchase
Cancellation Policy:
We allow order cancellation at any point up until the order has shipped. Once the order ships we no longer issue refunds for request of cancellation.
*Cancellations are subject to a restocking/processing fee equal to the original payment processing cost (approx. 3.1%), as this fee is non-recoverable once a transaction is processed.
Quality Expectations:
We ship plants with well-developed foliage and robust root systems, which are relative to each variety. Our plants are professionally packaged to minimize risk of damage during shipment and maintain moisture. We ship USPS Priority Mail, which is listed ~2-3 days transit within the US. You can expect your plants to arrive healthy and intact with minimal, if any, damage. Our plants ship with roots in soil.
Though we are proud to maintain over 95% customer satisfaction rating, we periodically see minor damage such as broken stems or side branches, foliage stress due to being in a dark carton for numerous days, and other minor cosmetic imperfections. Please be aware we do not refund for damage unless we deem it either detrimental to the plant’s long-term success. We reserve the right to extend only a partial refund at our discretion alone.
Perennialville LLC alone reserves the right to make a disposition on refund requests.
Customer experience is our core focus in every aspect of our operation. It is where we have built trust with whom we do business, and you should likewise trust us as the Growers to make a final determination and provide guidance on corrective action. We strive to deliver immense value through our products and services.
What to do if there’s an Issue with your Order:
Your order will arrive with a QR code which takes you to our Claim Portal. To be refund eligible, all issues must be reported using our Claim Portal within 24 hours of package delivery timestamp per freight carrier’s system.
- Tracking number is provided via email once order has shipped
- Delayed or Lost Packages:
- Reach out to our team if your order has not arrived in 7 days after shipping or if you notice something strange between tracking data points
- We will interface with the freight provider to try and facilitate delivery
- If when the plant arrives, you feel it is in very poor condition and will not recover, please within 24 hours submit a ticket in our Claim Portal and submit a claim for damage. outlined process for reporting damaged or stressed plants. Read section in this document regarding requirements for submitting a claim for damaged plants.
- After 10 days Perennialville will file a freight claim with the carrier
- If the package arrives anytime within 30 days, follow our policy on damaged plants in full
- If after 30 days package does not arrive, package is considered permanently lost and you will be refunded in full
- *Subject to a restocking/processing fee equal to the original payment processing cost (approx. 3.1%), as this fee is non-recoverable once a transaction is processed.
- Package tracking shows delivered but you cannot locate:
- Buyer must work with the freight carrier directly
- You can also check with anyone else in household or neighbors
- Perennialville will not issue a refund for these instances
Freight Terms:
· Tracking number is provided via email once order has shipped
· Delayed packages:
o Reach out to our team if your order has not arrived in 7 days or you notice something strange between tracking data points
o We will interface with the freight provider to try and facilitate delivery
§ If when the plant arrives, you feel it is in very poor condition and will not recover, please immediately follow our outlined process for reporting damaged or stressed plants.
o After 10 days Perennialville will file a freight claim with the carrier
o If the package arrives anytime within 30 days, follow our policy on damaged and stressed plants in full
o If after 30 days package does not arrive, you will be refunded in full
· Package tracking shows delivered but you cannot locate:
o Buyer must work with the freight carrier directly
o You can also check with anyone else in household or neighbors
o Perennialville will not issue refund for these instances
Additional Information & Disclosures:
- All refund dispositions are solely at the discretion of Perennialville LLC
- Any offer for a future discount extended by Perennialville LLC is considered to be solely at our discretion and not a form of payment or substitution for a rejected refund. We can choose to do this in good faith or for no reason at all.
- We highly recommend reading our plant biographies on for guidance on plant care. These are tailored to successfully growing each variety and will help you make the absolute most of your new plant purchase!