Welcome, gardening enthusiasts! At Roots Plants Sales Shop, we are dedicated to helping you cultivate the garden of your dreams. We understand the passion that goes into gardening, and we strive to make your experience with us as seamless and enjoyable as possible. Below you’ll find all the details about how we get your plants to you and our policy if things don’t go exactly as planned.
Shipping Information
We are thrilled to ship our quality plants and gardening supplies to enthusiasts and professionals across the globe (excluding Asia and a few remote regions).
Order Processing
Please allow 1-2 business days for us to carefully process and prepare your order for its journey to you. We handle every plant with the utmost care during this packing stage.
Shipping Methods & Delivery Times
We offer two reliable shipping options to meet your needs:
- Standard Shipping: Shipped via DHL or FedEx.
- Delivery Time: 10-15 business days after shipment.
- Cost: $12.95
- Free Shipping: Available on orders over $50, shipped via EMS.
- Delivery Time: 15-25 business days after shipment.
Please note these are estimated times and can be affected by factors beyond our control, such as customs delays.
Our Returns & Exchanges Policy
We stand behind the quality of our plants. However, we understand that sometimes issues arise. Our returns and exchanges process is designed to be straightforward and helpful.
Timeframe
We accept returns and exchanges within 15 days of you receiving your items. Please inspect your plants as soon as they arrive and contact us promptly with any concerns.
The Return/Exchange Process
To initiate a return or exchange, please follow these simple steps:
- Contact Us: Email us at [email protected] within the 15-day window. Please include your order number and details about the reason for your return.
- Receive Instructions: Our friendly customer service team will respond within 2 business days with a return authorization number and detailed shipping instructions.
- Package Items: Carefully repackage the plants in their original packaging, if possible, ensuring they are well-protected for transit back to us.
- Ship Back: Send the package to our nursery at:
Roots Plants Sales Shop
1156 Simpson Square
LOUISVILLE, US 30434 Please note that return shipping costs are the customer’s responsibility unless the return is due to an error on our part (e.g., we sent the wrong item).
Refund Information
Once we receive and inspect your returned items:
- Refunds will be processed within 5-7 business days.
- Your refund will be credited to your original payment method (Visa, MasterCard, JCB, or PayPal).
- Original shipping costs are non-refundable.
- Return shipping costs are not refunded unless the return is due to our error.
Exchange Process
For exchanges, simply follow the same process as outlined above. Once we receive your returned item, we will ship your replacement product. Please note that additional shipping charges may apply for exchanges.
Important: Non-Returnable Items
Due to the perishable nature of certain plants and specific planting seasons, the following products are considered final sale and cannot be returned or exchanged:
- Bare Root Fruit Trees
- Autumn Planting Vegetables
- All Pond Plants (due to potential water contamination concerns)
- Any seasonal plants that have been planted or removed from their original containers
We highly recommend researching plant requirements before purchase and planting your new additions promptly upon arrival for the best results.
Condition of Returned Items
To be eligible for a return or exchange, items must be:
- In their original packaging when possible.
- Unplanted and in resalable condition.
- Accompanied by the original receipt or proof of purchase.
We reserve the right to refuse returns that don’t meet these conditions or that show signs of mishandling.
If you have any questions at all about our Shipping or Returns policy, don’t hesitate to reach out to us at [email protected]. We’re here to help!
Happy Gardening,
The Team at Roots Plants Sales Shop