FAQs and Policies logo
FAQs and Policies logo

All collections

Dead-On-Arrival Claims/Missing Items

What if my plants arrive melted and/or dead?

We do offer free 100% DOA (dead-on-arrival) protection for all plant and livestock orders, meaning live arrival is guaranteed! If in the unfortunate event of receiving plants/livestock DOA occurs, please email us at [email protected] with your order number and photos of the product(s) and packaging slip within 12 hours of package delivery. Our support team will be happy to assist you with a replacement or refund. If you do not receive a response within 1-2 business days, please check that your email was sent to the correct address and check your spam folder.

Please make sure your shipping address is correct prior to placing an order as we will not be held responsible for DOA due to undeliverable, incomplete, or incorrect addresses. During colder months (under 50°F at your location), please remember to add a heat pack to your order to receive our DOA guarantee. Orders without the purchase of a heat pack will not qualify for DOA replacements, refunds, or credits.


What if items are missing from my order?


You will be notified via email if our Fulfillment Team determines that an item does not meet our Standards of Quality and cannot be shipped, or if an item is out of stock if your order is under two items. If this email has no response within 24 hours, the order will be shipped without the item and a refund will be issued.

If an item from your order is missing and you have not received any email from us explaining why, please email us at 
[email protected] with your order number, photos of the contents of the package, and packaging slip within 12 hours of package delivery. Our support team will be happy to assist you further. If you do not receive a response within 1-2 business days, please check that your email was sent to the correct address and check your spam folder.  


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