Your satisfaction as our customer is our goal. Please keep in mind that shipping plants is not like shipping staplers, or t-shirts, or wood carvings. Things can (and do) happen to plants while in-transit (although orchids are not all that stressed from a week or three in a box, contrary to what you might have heard). If your plant arrives in poor condition, please send us a photo (in focus, please!) of your plant, and let us know your order number, and we’ll be happy to resolve any problems to your satisfaction. You can email us at orchidinsanity@gmail.com.
Please note the following:
- The actions of US Postal Service, UPS, and FedEx are beyond our control. Plants sometimes arrive damaged due to rough treatment while in-transit. (Please don’t ask us to write “FRAGILE” or “LIVE PLANT” on the box. You may think this will help, but we’ve shipped hundreds of thousands of packages, and any notifications on the box are completely ignored.) Sometimes orchids get knocked out of their pot, or a heavy package falls on top of your orchid, and there is some minor leaf damage. Orchids are very hardy plants, however, and a bit of minor leaf damage or falling out of the pot is not a problem. Just pot them up again, water them, and keep them humid. If the damage is severe, please let us know, and we’ll be happy to help.
- We don’t control the weather. Even in great weather conditions, plants may get left in a hot area (or freezing cold) for prolonged periods. Sometimes heat damage is severe, but oftentimes heat damage is surprisingly minor. Damage due to freezing conditions is much harder to recover from. If you live in a freezing area, we’ll do our best to check on weather and advise you on shipping conditions prior to shipment. If you do not purchase a heat pack with a faster shipping service, we can not refund plants that have been damaged or have died due to exposure to cold. Please, plan accordingly.
- It is impossible to kill EVERY critter in every pot in a large nursery like ours. While we do use pesticides on our plants, we generally employ a “light touch”. Our focus is on insects that damage orchids, and we monitor these carefully. But sometimes harmless insects or snails take up residence in a pot, and escape exposure to pesticides or snail bait as they hide in the bottom of some deeper/larger pots. If you find some bugs on your plant, chances are it’s not harmful. A good spraying with Bayer 3-in-1 will do the trick (and you ought to do that with all new plant acquisitions). So if you find a roly-poly or a couple of ants, please do not worry. These (and most) insects don’t bother orchids at all.
DEAD PLANT POLICY
If your plants die within seven days of arrival, please send us photos, and we can send you replacements or provide a refund, as needed. If your plants die within 30 days of arrival, please let us know. We handle situations like this on a case-by-case basis. For example, if you live in the high desert and have left your orchid out in full sun for three weeks, sorry, we’re not going to be able to help you. If you put your plant in a greenhouse or terrarium full of happy plants, and your plant from us dies within 30 days, we will be able to help.
After 30 days, we cannot provide refunds or replacements.
In some instances with a plant you’re unhappy with, we may request that you return a plant (almost always free of charge with a pre-paid mailing label from us). Once we have received the returned plant, we will process a refund for you (less outbound shipping costs).