Refund policy
Refund Policy
Because live plants are perishable, living products, all live plant sales are final. We do not accept returns or exchanges on live plants.
Live Plant Arrival Guarantee
Rockaway Botanica guarantees that live plants will arrive alive and in generally healthy condition, subject to the terms and exclusions below. Because plants are living organisms, normal variation, minor cosmetic imperfections, leaf movement, soil movement, and temporary shipping or acclimation stress are not considered damage or defects.
Bare-Root Plants: Plants sold or shipped bare-root are excluded from the Live Plant Arrival Guarantee after delivery in viable condition. Bare-root plants may experience root disturbance, leaf loss, wilting, yellowing, or other transplant and acclimation stress after potting. Rockaway Botanica cannot guarantee a plant’s response to potting, substrate selection, watering, environmental conditions, or subsequent care after delivery.
Damaged or Problem Orders
If your live plant arrives with significant shipping damage or another order issue, please contact Rockaway Botanica within 12 hours of delivery.
To help us evaluate the issue, please provide:
- Clear photos of the plant and packaging
- Photos showing the condition in which the order arrived
- An unboxing video when available
- Your order number and a description of the issue
Claims submitted outside the 12-hour delivery window may not be eligible for resolution.
Eligible claims are reviewed individually. If Rockaway Botanica determines that a claim qualifies under the Live Plant Arrival Guarantee, the appropriate remedy will be determined by Rockaway Botanica based on the circumstances of the claim, the condition of the plant, available documentation, and product availability. Remedies may include, at Rockaway Botanica’s discretion, a replacement, partial refund, store credit, or refund. The availability of a particular remedy is not guaranteed.
Weather and Shipping Stress
Live plants can experience temporary stress during transit, particularly during periods of extreme heat or cold. Minor yellowing, leaf loss, wilting, cosmetic damage, or acclimation stress may occur and does not necessarily indicate that a plant is unhealthy.
Please unpack plants promptly after delivery and allow them time to acclimate before repotting or making significant environmental changes.
Carrier Delays and Delivery Conditions
Rockaway Botanica is not responsible for damage resulting from circumstances occurring after confirmed delivery, including packages left outdoors, prolonged exposure to heat or cold, or failure to retrieve a delivered package promptly.
Carrier delays and weather-related transit issues will be reviewed individually. If a plant arrives with significant damage following a carrier delay, please document the condition of the plant and packaging immediately upon opening and contact Rockaway Botanica within the 12-hour claim window. Eligibility for a remedy will be determined under the Live Plant Arrival Guarantee based on the circumstances and documentation provided.
Incorrect or Missing Items
If you receive the incorrect item or an item is missing from your shipment, contact us as soon as possible so we can review and correct the order.
Supplier-Fulfilled Items
Some products available through Rockaway Botanica are fulfilled by third-party suppliers or Shopify Collective partners. When applicable, resolution of a fulfillment issue may also be subject to the supplier’s fulfillment requirements.
For questions regarding an order, contact Rockaway Botanica through the contact information provided on our website.