Shipping & Returns
SHIPPING
We ship within the United States Mondays & Tuesdays via UPS & USPS from Rome, GA. Orders that are scheduled to ship during holidays or in extreme weather may be delayed at our discretion to protect the plants, which will be communicated in advance.
Orders Placed ON shipping days (Monday & Tuesday) will ship the following Monday/Tuesday. Please allow up to 7 business days (excluding requested holds) from order confirmation for shipment.
Please understand that USPS may offer lower rates but has longer ship times. We highly recommend upgraded shipping as it ensures plants arrive safely and are protected by our DOA warranty (DOA warranty applies only to orders shipped via UPS 2-Day and Next Day Air that include weather protection when applicable). By selecting USPS shipping, you are accepting the risk associated with longer transit times.
In order to comply with state regulations, plants may be shipped bare-root in sphagnum moss and be subject to inspection by state officials prior to delivery. If you have concerns regarding your state's requirements/ restrictions, please refer to your state's Department of Agriculture website.
We DO NOT ship to P.O. Boxes.
ORDER HOLDS
We are typically able to hold orders for one week if the order has not been processed for shipping. If you would like for us to hold your order, please add a note during checkout or send a request to info@shadowandspathe.com as soon as possible to ensure we are able to accommodate your request.
LOST PACKAGES
If your order is lost in transit please notify us immediately at info@shadowandspathe.com so we may file a claim on your behalf. If your carrier is unable to locate the package, we will issue a refund for your order.
WEATHER PROTECTION
Based on current weather conditions, insulation and heat packs will be offered at checkout for an additional cost of $5 each per order. In consideration of shipping costs for certain states we have opted to offer USPS as a shipping option at this time. However, due to the inconsistent nature of USPS, we will likely be transitioning to UPS ONLY for future releases. Our top priority is that our plants arrive quickly and safely, which is why this change may be implemented going forward.
Please understand that if you select USPS for your carrier that transit times may exceed the maximum heating time for heat packs. We highly recommend upgraded shipping to reduce transit times and ensure your plants arrive happy and healthy.
If your local temperatures are trending below 40°F or above 85°F please upgrade shipping to UPS 2-Day or Next Day Air and add weather protection to qualify for DOA warranty.
If your shipping is not upgraded & weather protection is not added if applicable - you WILL NOT qualify for our DOA warranty and will be accepting liability for any damages that may occur during transit or the loss of the plant.
SHIPPING STRESS
Normal shipping stress (minor cosmetic damage, leaf loss or drooping, minor root damage, etc.) is to be expected and will not be covered under our DOA warranty.
RETURNS
All sales are FINAL. Returns will not be accepted outside of our DOA Warranty which requires claims to be submitted within 24 hours from delivery and must include an unboxing video. Please shop responsibly.
DOA WARRANTY
DOA warranty applies only to orders shipped via UPS 2-Day and Next Day Air that include weather protection when applicable.
DOA warranty cases will be assessed and handled on a case-by-case basis. To qualify for replacement, refund, or partial refund, an unboxing video must be submitted within 24 hours to info@shadowandspathe.com. In most cases the return of the plant is mandatory and a return label will be provided free of charge.
Problems that arise from customer error such as incorrect addresses, stolen packages, or packages that have been left outdoors for extended periods ARE NOT covered under our DOA warranty. Please coordinate with your carrier if you need to make delivery adjustments.
Ultimately, we want to provide a genuinely positive experience and ensure our plants are happy and healthy in their new homes. If you have any questions or concerns at any time after purchase, please reach out to us at info@shadowandspathe.com.
