Customer Service


Shipping & Delivery
We use USPS Priority Mail for domestic orders and USPS Express Mail for international orders. Priority Mail has been speedy and reliable and at this time we do not offer a faster of slower shipping method. Your order will ship in the order it was received and handling time may take up to 7 business days. Business days means Monday, Tuesday, Wednesday, Thursday and Friday. Handling time is the length of time between when payment is received and when we physically put the package in the mail. 
Please note that during below freezing weather, we will hold your plants until it is safe enough to ship and you will be notified of any delay by email. Adding a shipping warmer to your order is recommended and it will help ship your order sooner, when the low temps get just above freezing. Excessively hot weather may also cause shipping delays. We use extra insulation and monitor the weather often to ensure your plants are being shipped out at weather permitting conditions.
Bare - Rooting and Plant Preparation
We ship all plants bare root. Bare-rooting is a common practice of removing the pot and soil from the plant. This eliminates weight and volume of a shipment and reduces damage to the tender foliage of bromeliads. Note that all shipments overseas require that plants be shipped fully bare rooted and washed free of soil. Some countries require all roots to be closely trimmed.
Before bromeliads ship, all water must be removed from within the plants. Drying bromeliads before shipping takes time and is very important to prevent possible rottting during transit.
Returns & Replacements
Due to the parishable nature of the plants, returns and replacements are not allowed. If you feel that you have received the wrong product please contact us within 3 days of receiving it. Plants that die due to your neglect will not be replaced or refunded especially if 3 days have surpassed and you failed to contact us. We will do our best to make it right if there was an error on our part.
Ordering
All ordering is done online by adding items to your shopping cart and following directions to complete a secure checkout. We do not take orders by phone at this time as we prefer email. We also do not have an "availability list" in a form of a PDF, spreadsheet, or other old-school tangible brochure listing available plants. If you need help or have any questions about ordering, please email [email protected] and we will be in contact shortly.

Hawaii: An Import Permit is required along with USDA Phytosanitary Certificate ($60).

Arizona: We don't ship here. A Phytosanitary Certificate is required and we simply refuse to go thru the headache of aquiring a Phyto just to ship to this one continental state. For this reason we DO NOT ship any live plants to Arizona.

International orders: Due to variable package weight & dimensions and Phytosanitary Certificate fee, International buyers must email us your plant list so we can make a custom invoice for you. Please include plant name, plant size and quantity. Email to [email protected]

Note: Some countries are restricted from importing live plants. It is your responsibility to check with your Agricultural officials to see if an Import Permit is also required.

Inventory
It is possible some plants may be out of stock. Although we carefully inventory stock for our online store, unforseen events could happen to plants before they ship like such as: damage from dropping a plant, winter freeze, extreme heat, insect damage, ect. As always, we will do whatever it takes to find and replace a damaged plant before it ships. If we are not able to source and replace the plant you ordered, we will notify you to suggest a substitution for a similar plant or a refund. This does not happen often and you should not worry.
Payment, Pricing & Promotions
Paying is easy and you have several options. We offer you the option to use our secure payment gateway (Powered by Paypal) which keeps you on our site the entire time. Another option is to go thru Paypal, which will redirect you to Paypal's website to enter payment information. Either way, checkout is 100% secure using state of the art Secure Socket Layer (SSL) means your personal information, including credit card number, is encrypted.
Other payment options: Money Order, Cashier's Check and Personal Check. Please do not send cash.
We occasionally have store promotions to save you money like storewide sales. Promotion dates may change without notice and you will not always be notified of these promotions by newsletter mailings or social media posts. 
Viewing Orders
To view an order, log in to "My Account" or click the link on the bottom of any page called "Find Orders". You will need your order ID, billing last name and email address.
Updating Account Information
We encourage you to create an account with us to make ordering and updating your basic information easier. "My Account" allows you to do cool things like: view and track recent orders, print invoices, update contact information, manage addresses, view Wish Lists, update newsletter subscriptions and so much more.

 

 

 

Last updated 12/28/2016