Image by Diego Catto

Frequently Asked Questions

What We Cover & Don't Cover

We ensure all plants will arrive in healthy condition if ordered properly.

Please note the following:

  • All address changes for processed orders must be submitted within 24 hours.

  • Plants that were damaged in shipment may qualify for either a refund or replacement. Please email info@plantedroots.org a picture and order number of the order with the issue and we will manage any refunds and replacements that might be necessary.

  • Heat packs and winterization packs are final sale.  

Shipping & Fulfillment

  • We use USPS, Fedex, UPS, and other carriers to provide the best shipping fulfillment.

  • We strive to carry unique pieces from different crafters, artists, and vendors. Your items may ship at separate times due to crafter processing. Tracking for each item will be provided. All images shown are for illustration purposes only. Actual items may vary due to product enhancement or handcrafter production. 

  • Kindly note that there might be events outside of the suppliers' control, such as weather conditions, COVID-19 restrictions, and supply chain restrictions put in place by shipping carriers, that may affect shipping times.  

  • Due to the nature of training and raising bonsai trees, all bonsai sales are final.

  • Courier delays and lost in transit issues are not covered within our guarantee policy. 

  • Approved returns/refunds will be subject to shipping fees.

Packaging

  • All plant orders are shipped in our prim plant boxes. Plant sizes may vary due to different growth rates.

  • Each plant is securely placed in a protective cardboard sleeve.

  • All potted plants come in nursery pots unless otherwise stated in item description & selection.

  • During cold months, we  recommend you add a heat pack to any orders being shipped to a cold state. Orders that do not have heat packs added and get cold damage will not be issued a replacement or refund.