Refund policy

At Copper Root Plants, our goal is to deliver thriving plants directly from our store to your door. We understand that shipping live plants comes with unique risks, which is why we offer a Live Arrival Guarantee on all our shipments.

Please read our policy below regarding plant guarantees, weather requirements, and return eligibility.

1. Our Live Arrival Guarantee

We guarantee that every plant will arrive alive, healthy, and structurally sound.

Because plants are perishable goods, we do not accept physical returns on live plants. Returning a stressed plant in a box usually causes further harm. Instead, if an issue arises, we issue replacements or store credit under our guarantee:

  • 10-Day Plant Guarantee: If your plant arrives damaged or succumbs to severe decline within 10 days of carrier delivery, reach out to our team with photos. We will evaluate the plant's health, offer care guidance, and provide a replacement or store credit if it cannot be saved.

2. Weather Protection & Heat Pack Policy

To protect live foliage, we enforce temperature guidelines in tandem with our Shipping Policy:

  • Succulents & Cacti: Recommended heat packs for destination or transit temperatures below 35°F (1.6°C).

  • Tropical Plants: Recommended heat packs for destination or transit temperatures below 60°F (15°C).

Live Arrival Weather Exclusions:

  • Heat Pack Purchased: If you added a heat pack according to our guidelines and your plant suffers cold damage, it is 100% covered for a free replacement or store credit.

  • Heat Pack Declined/Omitted: If your order meets the threshold requiring a heat pack, but one was not purchased, cold damage is not covered under our Live Arrival Guarantee.

3. Transit Shock vs. Coverable Damage

It is completely normal for live plants to experience minor shock after spending days in a dark, sealed shipping box.

Normal Transit Shock (Not Covered):

  • A few dropped, yellowed, or dried bottom leaves (plants shed leaves to conserve energy during shipping).

  • Soil loosening or spilling slightly inside the protective packaging.

  • Minor leaf curling or wilting that bounces back within 48 hours of unpacking and watering.

Coverable Damage (Covered Under Guarantee):

  • Severely snapped or crushed main stems, crowns, or roots.

  • Severe root rot, soft/mushy black leaves, or total plant collapse.

  • Extreme thermal damage (freezing or severe heat scorch).

4. How to Submit a Claim

If your plant arrives in poor condition or suffers severe decline:

  1. Submit within 48 hours of delivery for immediate arrival damage, or within 10 days of delivery for unexplained health decline.

  2. Contact our support team at support@copperrootplants.com.

  3. Provide your Order Number and attach 2–3 clear photos:

    • One full photo of the plant.

    • One close-up photo showing the specific area of damage or health issue.

    • One photo of the outer shipping box if physical carrier damage occurred.

5. Claim Resolutions

Once your claim is reviewed and approved by our plant care team:

  • Replacements: A replacement plant will be prepped and packed for our next scheduled Monday shipping dispatch. (If a plant is out of stock, we will issue store credit or contact you with suitable replacement options).

  • Store Credit or Refund: If a replacement is unavailable, we will issue store credit or refund the purchase price back to your original payment method.

  • Shipping Fees: Original shipping charges are non-refundable once the shipping carrier has fulfilled delivery.

6. Non-Plant Items (Pots, Accessories, Hard Goods)

For non-perishable items like pots, soil mixes, and care tools:

  • Unused and unopened hard goods can be returned within 14 days of delivery.

  • Customers are responsible for return shipping costs on non-damaged hard goods.