After-sales Service
Welcome to our After-Sales Service Center! Our commitment doesn’t end after your purchase; it’s just the beginning. We are dedicated to providing you with excellent post-purchase support to ensure your satisfaction. Whether you encounter any issues, require technical assistance, or seek refunds and returns, our professional team is here to go the extra mile to meet your needs.
Technical Support
If you’re a novice in plant cultivation, there’s no need to worry. We have experienced succulent plant experts who will provide you with comprehensive technical guidance. They will personally instruct you on how to cultivate healthy succulent plants and care for them. Whenever you encounter any issues, feel free to reach out to us via email. We look forward to communicating with you to ensure your journey in succulent cultivation goes smoothly.
Delivery Issues
Shipping Time: Your plant order will be shipped within 15 days, depending on plant availability. If you need expedited delivery, please leave us a message and we can provide you with additional express services for an additional fee.
Packaging and Shipping: Each product will be carefully packaged to ensure safe arrival. Your plants will be safely packaged in sturdy boxes and most will be shipped bare root to protect them. Some plants may have some loose soil in their packaging, most succulents are tough and can recover quickly with proper care.
Weather Effects: Hot weather can cause severe damage to plants. We will arrange delivery when the weather is suitable. If you feel that the current weather is not suitable for shipping succulents, please contact us by email to delay or reschedule shipment to avoid the plants being affected by high temperatures. Please receive the package promptly and do not expose the package to the sun for more than one hour to prevent overheating. Extreme weather conditions can pose potential risks to plant health.
Special Note for Cold Climate Areas: If you live in a cold climate area, it is your responsibility to purchase a heat pack to protect your plants. Although heat packs do not guarantee complete frost protection, they can reduce the likelihood of plant damage in cold weather. We will include an appropriate amount of heat packs with your order to ensure your plants remain at the proper temperature during shipping. Please use your heat pack correctly to ensure the health of your plants. Likewise, please receive your package promptly and do not expose it to sunlight for more than an hour to prevent overheating. Please understand that extreme weather conditions may pose potential risks to the health of your plants, but we will do our best to provide adequate protection.
Extreme Weather Disclaimer: Please note that we are not responsible for damage caused by extreme weather conditions. The weather cannot be controlled and therefore the risk associated with your order rests with you. Thank you for your understanding and cooperation, if you have any questions or need further assistance, please feel free to contact us.
Damaged or Lost Goods
If your plant arrives damaged or dead, we will be happy to provide a replacement or resend the item. Please contact us immediately within one week of receiving your plants. When requesting a replacement or resend, please provide photos of the damaged plant so we can document the problem and process your request.
Please email [email protected] and include photos of affected plants for our reference. We will reply to your email within 2 working days and try our best to meet your needs.
If the plants you purchase are unfortunately lost during the transportation process or cannot be safely delivered to your hands for any reason, we will arrange a reshipment for you to ensure that you receive your order smoothly.