Refund & Cancellation Policy
This policy, unlike every other page you will find on our website, is written intentially in black and white, and was carefully developed by Perennialville to create a transparent outline of how we operate as a retailer:
- 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 refund
- Other information we feel you should be aware of before making a purchase
Cancellation Policy:
We allow a no-fee cancellation of any order in full up until the point the order has shipped. Once the order ships we no longer issue refunds for request of cancellation.
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 side leaves on delicate varieties. Please be aware we do not refund for all damage unless we deem it either detrimental to the plant’s long-term success or well below the quality in which we expect them to arrive. Perennialville LLC alone reserves the right to make a disposition on refund requests.
Overall, customer experience is our core focus in every aspect of our operation. It is where we build trust with whom we do business. Our team makes fair assessments – although we strive for zero damage on every delivery, the fact is in most cases, the plant will quickly regenerate foliage and go on to thrive, which is exactly what you are paying for.
What to do if there’s an Issue with your Order:
Please follow instructions exactly – any variance will result in a no-refund disposition.
Damaged or stressed plants
- You must email us any perceived damage or general concern for health/quality within 24 hours after freight carrier time stamp listed on tracking that shows the package delivered
- Email must include order number and the buyer’s name that was on the order at the time it was placed
- Email must include photos of the plant still inside of the box, exactly how it arrived when the box was initially opened and showing the damage in plain view. Top packing paper can be moved aside to reveal and clearly show all contents within the carton in which it arrived in the photo
Plants Missing or Incorrect Plants
- Email us within 24 hours of freight carrier time stamp listed on tracking that shows the package delivere
- We will refund in full for missing plants to make you financially whole on that order. This allows you to place a new order should you choose
- If we sent you the wrong plant your email must include photos of the plant received including our tag with the variety name listed. In the rare event we deem it is not our plant due to packaging or tags in the photos, we reserve the right to decline the refund request
- Any variance from this process will result in a no-refund disposition by our Team
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 www.perennialville.com 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!