Report a Damaged Plant
Plant arrived damaged? Let's fix it. This page explains what qualifies, which photos are needed, and how to submit a claim.
Step 1 — Check if your case qualifies
10-day plant protection covers these cases:
- Plant arrived dead
- Broken stem or plant uprooted from the pot
- Rotting stem or roots
- Pre-existing pest/fungus problem
- Soil and pot scattered so badly that roots are exposed
This does not cover: a little leaf drop or mild yellowing after transit, care mistakes after delivery, weather/pest damage after delivery, flowering-fruiting expectations, or natural size variation between plants. Full list: Plant Replacement Policy.
Step 2 — Take photos
Claims are decided mostly on photos, so this matters:
- One photo of the whole plant — including the pot, visible top to bottom
- A close-up of the damaged part — broken stem, rotted area, or affected leaves
- A photo of the packaging if the box itself arrived damaged
- If possible, take these at the time of unboxing — that's the clearest evidence
Take photos in daylight, without flash if possible. Blurry photos slow down verification.
Step 3 — Submit within 10 days
The window is 10 days from delivery. So check the plant as soon as you open the box, even if you're not settling it in right away. We can't verify requests that arrive late — by then the plant's condition has usually changed for other reasons.
Step 4 — Submit your claim
Email: support@plantsgram.com
- Subject: Damaged Plant — [your order number]
- In the email, mention: the plant's name, when it was delivered, and what the problem is (2-3 lines is enough)
- Attach: the photos described above
- Contact number — in case we need to call
Can't find your order number? It's in your order confirmation email. If you still can't find it, email us anyway — we can look it up using your registered email or delivery address.
What happens next
- Acknowledgement — we confirm that we've received it
- Verification — the team reviews the photos. We may occasionally ask for an extra photo or angle, or ask where the plant was kept and when it was last watered. These questions aren't suspicion — they help us tell transit damage apart from a care issue.
- Decision — if the case is covered, a replacement plant is arranged
- If out of stock, we'll talk to you and work out the next step
Please keep the damaged plant with you until verification is complete — don't discard it.
A different problem, not damage?
For a wrong item, missing item, delivery delay or payment issue, use Raise a Concern.
Full policy: Plant Replacement Policy
