Refund policy
All sales are final. Because our plants are living, perishable goods, we cannot accept returns or exchanges, including on sale items and gift cards.
Arrival Issues: Report Within 12 Hours
Please open your package as soon as it arrives. If your plant arrives damaged, dead, or is not what you ordered, you must email us a video of the unboxing showing the package being opened and the plant’s condition within 12 hours of delivery (based on the carrier’s delivery time). Claims received after 12 hours, or without an unboxing video, cannot be accepted.
We review every claim individually. The resolution depends on the plant’s condition and the cause, for example a packing issue versus carrier handling or weather, and may include a replacement, store credit, or a partial or full refund at our discretion.
Live Arrival Guarantee
Orders shipped by UPS 2nd Day Air or Next Day Air that also include Shipping Insurance purchased at checkout are covered by our Live Arrival Guarantee. If a covered plant arrives dead, we will either refund your entire purchase or send a replacement at no additional cost to you. An unboxing video sent within 12 hours of delivery is required.
What Is Not Considered Damage
Live plants can show some stress after shipping. A droopy, yellowing or dropped leaf, minor soil loss, or a plant that looks different from its photo because of natural growth is normal and is not considered damage.
Not Covered
- Orders with an incorrect or incomplete shipping address provided by the buyer
- Packages left uncollected, held, or refused at delivery
- Delays or damage caused by the carrier on UPS Ground shipments without Shipping Insurance
- Plant decline that occurs after the 12-hour reporting window
Imports & Pre-Orders
If we are unable to fulfill an import or pre-order, you will receive a full refund.
Refunds
Approved refunds are issued to your original payment method. Your bank may take 5–10 business days to process them.
Contact
Email info@midfloridaexotics.com with your order number and unboxing video.