Shipping Policy

At Air Plant Supply Store, we believe the journey of your living art should be as serene and beautiful as the final display. Just as we carefully nestle a Xerographica into a Ceramic holder or arrange Ionantha on Cork Bark, we handle every order and inquiry with meticulous attention. Our policies are designed to be transparent and supportive, much like the clear glass of our Terrarium Kits.

Shipping Policy: Bringing Green to Your Door

Order Processing & Dispatch

Once your order is placed, our team gets to work with the same gentle care we use when handling Large Air Plants or delicate Sealife displays. All orders are processed within 1 to 2 business days (excluding weekends and holidays). You will receive a shipping confirmation email with tracking information once your order is on its way.

Shipping Methods, Time & Costs

We ship globally (excluding some remote regions and parts of Asia). Please review your cart during checkout for the most accurate shipping options for your destination.

• Standard Shipping: Shipped via DHL or FedEx.
  • Delivery Time: 10-15 business days after dispatch.
  • Cost: A flat rate of $12.95.
• Free Shipping: Available on orders over $50, shipped via EMS.
  • Delivery Time: 15-25 business days after dispatch.
  • Cost: Free.

Please note: Delivery times are estimates and may vary due to customs processing or carrier delays, which are outside our control. Original shipping fees are non-refundable.

Returns & Exchange Policy: Our Promise of Transparency

We want you to be completely delighted with your purchase. However, we understand that sometimes a return or exchange is needed. Our policy is structured to be clear and fair, ensuring the health of our products and your satisfaction.

1. Timeframe & Eligibility

• Window: Returns or exchanges must be requested within 15 days of the date you receive your order.
• Condition: Items must be unused, in their original packaging, and in the same condition as received. This is crucial for all non-plant items like Containers, Wood Displays, or Terrarium Glass.
• Proof of Purchase: Please have your order number 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: Specify if you want a refund, exchange, or store credit. For exchanges, please indicate your desired product from our collection (e.g., a different Hanging Pendant or a Specialty tool).
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: Package the item(s) securely and mail them to the authorized address we provide, with the RMA number clearly marked on the package.

3. Return Shipping & Costs

• Customer-Paid Shipping: Return shipping costs are the customer’s responsibility, unless the return is due to our error (e.g., wrong or damaged item shipped).
• Recommended Carrier: We strongly recommend using a trackable service (like USPS, FedEx, or DHL). 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 request promptly.

• 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 an additional 5-10 business days for the refund to appear on your statement.

5. Items That Cannot Be Returned or Exchanged

To ensure the health and integrity of our living art and custom creations, the following are considered final sale:

• All Live Air Plants: Due to their perishable and sensitive nature, all air plants (including Ionantha, Xerographica, Large Air Plants, Small Air Plants, and those in Variety Packs) are final sale unless they arrive deceased or severely damaged. Please inspect your plants immediately 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: Any products clearly marked as such in their 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.

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