Plant Replacement Policy

Shipping a live plant isn't easy. We do everything we can to make sure your plant arrives healthy — but things can occasionally go wrong in transit. That's why we have 10-day plant protection.

This page is written in plain language. The full legal version is here: Refund Policy. If the two ever differ, the legal version is final.

What 10-day plant protection covers

Arrival issues (dead, badly damaged, wrong or missing) must be reported within 48 hours of delivery. Serious decline despite proper care can be reported up to day 10. Covered cases:

  • Plant arrived dead
  • Plant was badly damaged in transit — broken stem, plant uprooted from the pot
  • Plant is clearly unhealthy — such as rotting stem/roots, or a pre-existing pest/fungus problem
  • Container and soil scattered such that the plant's roots are exposed

All of these are eligible for a replacement.

What isn't covered

Being upfront, so there are no surprises later:

  • Care mistakes after delivery — overwatering, underwatering, sudden exposure to harsh sun, repotting into unsuitable soil
  • A little leaf drop or some yellowing leaves during transit. This is normal. Spending a few days in a dark box is stressful for a plant, and it sheds a few leaves. The plant recovers — follow the first 48 hours section of the Plant Care Guide.
  • Weather or pest damage after delivery — heatwaves, hailstorms, cold, or pests that spread from your other plants at home
  • Flowering or fruiting expectations — when a plant flowers or fruits depends on season, light and care. This cannot be guaranteed.
  • Natural size and shape variation — live plants aren't identical. Height, branching and leaf count will vary.
  • Damage reported after the 10-day window has passed
  • Damage caused by repotting/pruning the plant yourself after it arrives

What evidence is needed

These three things — without them we can't verify:

  • Order number
  • A photo of the whole plant — including the pot, in good light
  • A close-up photo of the affected part — broken stem, rotted root, damaged leaves

A photo taken at the time of unboxing is best, if possible. An unboxing video helps even more — but isn't required.

How to raise a claim

The step-by-step process is here: Report a Damaged Plant.

Short version: email support@plantsgram.com, with your order number in the subject line, along with photos.

What happens next

  1. We receive and acknowledge your request
  2. We review the photos — whether it's transit damage or a care issue is usually clear from the photos
  3. If anything is unclear, we ask a question or two (where the plant was kept, when it was last watered)
  4. If the case is covered, we arrange a replacement plant
  5. If the same plant isn't available, we'll talk to you and work out the next step

Please don't discard the damaged plant until we confirm — we may occasionally need to ask for one more photo.

A small request

If the plant looks a little tired but isn't dead — try the first 48 hours steps first. Many plants that look "gone" on delivery bounce back within a few days. And if you're unsure either way, write to us anyway — we'll tell you whether it's a recoverable case or a replacement case.

Full legal version: Refund Policy