At Air Plant Supply Store, we nurture every relationship with the same dedication we give to our Xerographica and Ionantha. We want you to be completely delighted with your living art. However, we understand that sometimes a return or exchange is needed. Our policy is designed to be as transparent and supportive as the glass in our Terrarium Kits.

Quick Summary: We accept returns and exchanges within 15 days of your delivery date. Items must be in original, resalable condition. Please initiate your request by emailing our care team.

Our Return & Exchange Policy

1. Timeframe & Eligibility

  • Window: 15 days from the date you receive your order.
  • Condition: Items must be unused, in their original packaging, and in the same condition as when you received them. This is especially important for live plants.
  • Proof of Purchase: Please have your order number or receipt ready.

2. How to Initiate a Return or Exchange

Follow these simple steps, as orderly as arranging Grapevine Branches in a Wood Display:

  1. Contact Us: Email our dedicated support team at [email protected] within the 15-day window. Use the subject line “Return/Exchange Request” and include your order number.
  2. Provide Details: Let us know if you desire a refund, exchange for another item, or store credit. For exchanges, please specify the desired product from our collection (e.g., a different Ceramic holder or a Large Air Plant).
  3. Receive Instructions: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed return shipping instructions.
  4. Ship Your Return: Carefully package the item(s) and mail them to the address we provide, including the RMA number clearly on the package.

3. Return Shipping & Costs

  • Customer-Paid Shipping: Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong or damaged item shipped).
  • Original Shipping Fees: Original shipping charges (Standard or Free EMS) are non-refundable.
  • Recommended Carrier: We recommend using a trackable service (like USPS, FedEx, or DHL) for your return shipment. We cannot be responsible for items lost in transit back to us.

4. Refunds: Timing & Method

Once we receive and inspect your returned item, we will process your refund or exchange.

  • Processing Time: 3-5 business days after we receive the return.
  • Refund Method: Funds will be returned to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
  • Timeline to Your Account: Depending on your financial institution, it may take 5-10 business days for the refund to post to your account.

5. Items That Cannot Be Returned or Exchanged

To ensure the health and integrity of our living products and custom items, the following are final sale and cannot be returned:

  • Live Air Plants (All Varieties): Due to their perishable and sensitive nature, all air plants (including Ionantha, Xerographica, Large, Small, and those in Variety Packs) are final sale unless they arrive deceased or severely damaged. Please inspect your plants upon delivery and contact us within 48 hours with photos if there is an issue.
  • Custom or Personalized Items: Any Ceramic, Wood Display, or other item that has been customized per your request.
  • Clearance or “As-Is” Items: Clearly marked in the product description.

6. Damaged or Incorrect Items

If your order arrives damaged or is incorrect, please contact us within 48 hours of delivery at [email protected]. Provide your order number and clear photographs of the packaging and the item(s). We will promptly arrange a replacement or refund.

Return Request Email Template

To make the process as smooth as possible, you may use the template below when contacting us.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Air Plant Supply Store Team, I would like to request a [Return/Exchange] for my order #[Your Order Number], placed on [Order Date]. The item(s) I wish to return/exchange are: – [Product Name, e.g., “Cork Bark Display – Medium”] – [Quantity] – [Reason for return/exchange] I prefer: [Please choose one] – Refund to original payment method. – Exchange for: [Desired Product Name & SKU if known]. – Store credit. I have read and understand the Returns & Exchanges policy. The item(s) are unused and in their original packaging. My shipping address is: [Your Name] [Your Address] Please send the RMA number and return instructions to this email. Thank you, [Your Full Name] [Your Phone Number – Optional]

Need Help? We’re Here.

For any questions about returns, exchanges, or caring for your new air plant, please reach out. We handle your concerns with the same meticulous care we give our plants.

Email: [email protected]
Mailing Address for Returns (By Authorization Only):
Air Plant Supply Store
Attn: Returns – RMA #[Number Provided] 195 Hillcrest Circle
Colorado Springs, CO 80901 USA

Please do not send returns to this address without first contacting us and receiving an RMA number. Unauthorized returns may be refused.

Thank you for being part of our community. We are committed to helping you create a greener, more serene living space.

The Air Plant Supply Store Team