Our 30-Day Plant Health Guarantee
Every plant we ship is guaranteed to arrive alive and in healthy condition. We provide complete protection against shipping damage and quality issues year-round, with no seasonal exclusions.
Arrival Guarantee
Every plant guaranteed alive and healthy upon delivery
Quality Coverage
Full replacement or refund for quality issues present on arrival
Shipping Protection
Complete coverage for transit and packaging damage
30-Day Window
Guarantee period begins from your confirmed delivery date
What Is Covered and What Is Not
Clear coverage terms help you understand your protections and set accurate expectations. We believe in transparency rather than fine print.
What Is Covered
- Plants arriving dead, severely damaged, or visibly diseased
- Incorrect plants shipped, including wrong variety or wrong size
- Packaging failures resulting in plant damage during transit
- Plants missing from your order entirely
- Significant damage incurred during shipping or handling
- Material quality issues that are clearly present upon arrival
- Weather-related shipping damage, including extreme heat or cold, year-round
What Is Not Covered
- Normal shipping stress, including temporary wilting that resolves with proper care
- Damage resulting from delays in unboxing after delivery
- Plant decline due to inadequate care, improper watering, or unsuitable conditions after delivery
- Natural variation in plant size, shape, coloring, or growth patterns between specimens
- Issues arising from placement in unsuitable light or temperature conditions
- Seasonal dormancy or natural leaf drop cycles
How to Report a Plant Issue
A prompt report with clear documentation gives us everything we need to resolve your issue quickly. Here is exactly what to do.
Report Within 48 Hours
Contact us as soon as possible after delivery for the fastest resolution. Reports submitted within 48 hours of delivery receive priority handling.
- Email support@rootandreachbotanicals.com
- Include your order number in the subject line
- Describe the issue clearly and completely
- Note any relevant delivery conditions or delays
Provide Photo Documentation
Clear photos allow our team to assess the issue accurately without requiring you to ship the plant back.
- Photos of the plant in or near original packaging
- Close-up images of the roots, stems, and foliage
- Photos of any packaging damage if it contributed to the issue
- Overall plant photo showing the full condition
Assessment
Our team reviews all submitted documentation and determines the appropriate resolution.
- Initial response within 24 hours of your report
- Full assessment within 48 hours of receiving documentation
- Clear explanation of findings and next steps
- Resolution options presented for your selection
Resolution
We process replacements and refunds promptly once a resolution is confirmed.
- Resolution confirmed within 72 hours of initial report
- Replacement plants shipped within 5 to 7 business days
- Refunds processed to your original payment method
- Tracking information provided for all replacement shipments
Resolution Timeline at a Glance
Initial Response
Within 24 hours of your report
Full Assessment
Within 48 hours with documentation
Resolution Confirmed
Replacement or refund within 72 hours
Replacement Shipped
Within 5 to 7 business days
Why We Offer This Guarantee
Our guarantee is not a formality. It reflects our confidence in our greenhouse partners, our packaging, and the care we put into every order.
Premium Greenhouse Sourcing
We source from specialty greenhouse partners in Southern California and Central Florida. These locations are selected specifically to minimize transit time, which is the single greatest risk factor for plant stress during shipping. Shorter transit means healthier plants at your door.
Expert Packing Protocols
Each plant is packed using materials and methods developed to protect foliage, root systems, and soil integrity during transit. Our cold-weather shipping protocols include appropriate insulation and heat packs during periods of low temperatures across the shipping route.
Questions About Your Order?
Our team is here to help ensure complete satisfaction with every plant you receive from us.
Email Support
support@rootandreachbotanicals.com
Include your order number and documentation photos
Response within 24 hours, Monday through Friday
Please have your order number ready when contacting our team. This allows us to locate your order immediately and begin the assessment process without delay.
Shop with Complete Confidence
Every plant in our collection is ASPCA-verified non-toxic and backed by our 30-day plant health guarantee. Browse knowing that both your plants and your purchase are protected.
Shop ASPCA-Verified Non-Toxic Plants