Live Arrival Guarantee (LAG)
What does the LAG cover?
- Dead or severely damaged plants. We are not responsible for plant damages due to shipping delays/issues.
- All packages that meet the requirements listed below
What does LAG not cover?
- Minor foliage damage
- Plants which froze after their delivery*
- Lost or stolen packages**
- Plants damaged as a result of shipping delays of 7 or more days
*We guarantee that the plant will arrive alive, but cannot guarantee that it will survive once delivered if left in extreme temperatures for more than two (2) hours.
If the plants do arrive severely damaged or dead, we ask that you contact us within TWO (2) hours of delivery, accompanied by photos documenting the damage. After the initial TWO (2) hours, LAG becomes void, and any claims made thereafter will be handled at our discretion.
Please note, the limited amount of time given to file a claim (two hours) is only to ensure that the plant is not left outside in extreme weather conditions for an extended period of time before retrieval. We guarantee the plant will arrive alive, but cannot guarantee that it will survive being left in extreme temperatures for more than an hour. We advise that you pay close attention to package tracking notifications which you may sign up for with the carrier using the tracking number you receive with each order.
**We do not file claims for lost, stolen, or damaged packages, but we will be happy to assist you in filing one individually.
Thank you all so much! Remember, stay calm, and all good things come in green.