THERE ARE NO REFUNDS OR RETURNS ON ANY OF OUR LIVING PRODUCTS, INCLUDING SUCCULENTS, HOUSE PLANTS, CACTI, OR ANY OTHER VARIETY OF LIVING PLANT WE SELL. ALL SALES ARE FINAL. By placing an order, you acknowledge the aforementioned refund policy. Additionally, Sonoda Nursery Incassumes no liability for lost or stolen packages. It is the responsibility of the customer to track their order via the tracking link provided and collect their packages promptly. We are not the delivery company and have no control over how they handle your package. If your order is lost or stolen, please file a claim against USPS (we’re happy to help you in this process). Please contact us with any questions, comments, or concerns by sending an email to [email protected].
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.
Order Cancellations:
ALL ORDERS ARE FINAL AND CANNOT BE CANCELLED FOR ANY REASON. 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. Orders begin undergoing this process the moment your order is placed. 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 🙂
Incomplete Addresses and Undeliverable Packages:
Sonoda Nursery Inc 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, Sonoda Nursery Inc 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 Sonoda Nursery Inc.
Plant Club Subscription:
Plant Club members will be charged on the date of original purchase each 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 [email protected] prior to the original billing date and we will cancel or temporarily disable your subscription for you. Requests made on or after the original billing date will not be eligible for cancellation or refund, but future months will not be billed.
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 ONLY. As stated above, 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 [email protected]. 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.
Sonoda Nursery Inc is not responsible for damage done to plants by freezing or hot weather. We cannot control the weather. Order at your own risk.