Refund & Replacement Policy
At Down to Dirt, we take pride in carefully packaging and shipping healthy plants. We want you to be happy with your purchase, but please read our policy below before ordering:
Replacements Preferred
If your plant arrives damaged or in poor condition, we prefer to send a replacement rather than issue a refund. We're committed to making it right, and getting you the plant you were excited to receive.
Carrier Responsibility
Once a package leaves our hands, delivery is in the care of a third-party mail carrier (USPS, UPS, FedEx, etc.). We are not responsible for shipping delays, lost packages, or damage caused by mishandling in transit. We’ll assist in filing claims where possible, but we cannot guarantee results.
Packaging Issues
If you believe your plant was damaged due to our packaging, please contact us within 24 hours of delivery. Include clear photos of the plant, packaging, and shipping label. If we find the issue was on our end, we’ll offer areplacement or refund at our discretion.
Condition on Arrival
We do not offer refunds or replacements for plants that decline after being in your care, even just a few days after arrival. If you think your plant looks rough or may not survive upon delivery, it’s essential that you contact us within 24 hours of receiving the package, with photos. This allows us to evaluate and potentially resolve the issue while the plant’s condition is still verifiable.
Refunds
Refunds are only offered if:
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We determine the issue was caused by our packaging or shipping process, and
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A replacement is not possible or is declined by the customer.
Otherwise, refunds are not generally offered.
Live Arrival Guarantee Limitations
We do not guarantee live arrival if:
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An incorrect or incomplete address was provided.
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The package was left outside in extreme heat or cold.
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You did not contact us within 24 hours of delivery regarding any issues.
Let Us Make It Right
We’re a small business that truly cares about our plants and our customers. If something isn’t right with your order,please contact us before leaving a negative review. We are more than happy to work with you to make things right — we can’t fix what we don’t know about!
