What is your Live Arrival Guarantee?Updated 3 months ago
At GrowTropicals, we pride ourselves on being a leader in plant knowledge and expertise, and we are committed to ensuring that our customers receive the highest quality plants and customer service possible. Because of this, we guarantee the health of every plant that we deliver, and we offer a 7-day live arrival guarantee on all of our plants.
It is important to keep in mind that, plants can be sensitive to significant changes. As a result, some minor cosmetic imperfections may be present upon arrival - plants are living things and may not always be 100% perfect.
We do our best to photograph plants and specifically note if a plant is blemished pre-shipping. Due to the process of shipping it is possible that following shipping, your plant may require several days or even weeks to acclimate to its new surroundings, before it begins to thrive and grow. This is completely normal and nothing to worry about.
Should you encounter any issues with an order, simply contact our customer support team at [email protected] within 7 days of receiving your order (the sooner the better however). To make the process as simple as possible, we kindly ask that you provide your order number, full name and several clear photos of the damaged plant so that we may better assist you.
Please be aware that compensation cannot be guaranteed if we are not notified within the 7 day period. This is because we can not guarantee the care and environment the plant has been kept in. Repotting your plant within this time frame will also void our guarantee.
Exclusions -
Plants are a product of nature, therefore they will always exhibit natural variations in colours, shapes and markings. Our guarantee does not cover these natural variations and imperfections.
GrowTropicals will not be responsible for products mishandled by customers. It is the customer's responsibility to know how to properly care for the products they are ordering.
GrowTropicals cannot accept claims or returns where customers have re-potted or pruned plants.
GrowTropicals cannot be responsible for quality of plants in the event of a missed delivery by the customer or by contact details or addresses entered incorrectly during the ordering process. Our guarantee also does not cover parcels that have been left in an outdoor setting by DPD at the customers request.
Due to the perishable nature of the goods, GrowTropicals cannot issue refunds on plants returned to us due to multiple missed deliveries or non collection from collection points.