Thanks for shopping with Scape Supply.
If you are not entirely satisfied with your purchase, we're here to help.
Shipping high quality, live, indoor tropical plants requires a bit of understanding on the customers part. We have been perfecting our process of shipping live, living plants for the past 3 years. We have been found on sites like Houzz, Amazon, Etsy, all with great customer response and satisfaction. Our return policy requires, you, the customer to understand what is being purchased- which is a LIVE INDOOR TROPICAL plant that requires light, water, and consistent temperature. We inform you of this to set some guidlines about what to expect when purchasing and shipping a fragile perishable item across the nation.
To begin, with all of our due diligence, we cannot always provide a guarantee that our shipping company (FedEx) and it's drivers are as careful with your plant as we are. We package and protect the plant in a number of ways and prepare the item for the worst case scenario. It is not unheard of for the plants to arrive with minor damage, such as leaf loss or broken branches. We don't expect this to occur, but it has been known to happen in transit. With this type of damage, please let us know within 5 days of arrival so we can prepare a claim through fedex. We require photo documentation of the box and the plant for our records. All claims of damage will be assessed accordingly and compensation will be suggested to the satisfaction of our customers.
Living Plants are very forgiving and can regenerate growth with a few months with proper care and maintenance. Plants are also expected to have minor leaf loss and an acclimatizing period when the plants are getting used to its' new environment. We ask that you understand that plants will continue to grow over time. Another item to be aware of is that plants are like people and will have different shapes and sizes within each of our many varieties. We bring in the highest quality plants in the nation and strive to have a consistent look across our product lines, on occaision some turn out to have a little different appearance from the photos provided.
After purchase, we will stay in contact with you to provide shipping details and times to be available so that your plant doesn't sit in the box in an extreme hot or cold environment. We may postpone shipping a few days to make sure your plant arrives at the perfect time to assure health and longevity. We hope that you will make yourself available to recieve the plant as it will require light annd water upon arrival. After deliver, we ask that you assess the outside of the box and make any notes of damage- then proceed to cautiously remove the packaging to make sure that no damage is caused by romoving our protective measures.
As for buyers remorse, we understand that sometimes an item is not what you were expecting and allow for 5 days to make this decision. If you do decide you don't want the plant, please be aware that you are responsible for return shipping and that the lant must be received by us in a healthy, undamaged state to receive a full refund. The plant must also be returned in it's original packaging, or similar assistance from FedEX or UPS packaging to be considered for a refund. Please be aware that it is not easy to repackage a plant for shipment and there is no gurantee that a refund will be provided. Please be sure the size and style of your plant is correct before purchase
For any of our NON PERISHABLE items, we also will accept returns on any damaged item that may have been compromised during shipment. The same requests apply, photo documentation, and 5 days to inform us of the issue. Following receipt of this information, we will make arrangments to have the item shipped back, or provide a partial refund to the customers satisfaction.
If shipping is not part of the plants delivery, we are always available for returns and exchanges on plant items that may be done in person at our greenhouse location in Dallas, Texas within one week of purchase.
Once we receive your item, we will notify you on the status of your refund after inspecting the product. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer's policies.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you have any questions on how to return your item to us, contact us.