ok here's the deal -we are a small plant nursery, and all sales are final once shipped. we don't offer refunds or exchanges, BUT (and this is important!) we're absolutely here to help if something goes sideways with your order. we're not miracle workers, but we will do what we can (within reason!) to make things right. 

options we may offer to resolve issues include providing support and advice, helping to file a claim with the shipping provider, and/or offering a replacement or shop credit. 

that said, we are not obligated to offer every option in every situation. if your plant arrives and something's not quite right, we'll review replacement requests on a case-by-case basis. we're not miracle workers, but we will do what we can (within reason!) to make things right.

trouble with your order?

if you experience any problems with your order, contact us by emailing info@polesandpetioles.com or filling out the form below within 6 hours of delivery. yes, 6 hours -- plants are dramatic and we need to be sure they aren't left sitting in a box in the sun or snow, ya know? plus, the sooner we hear from you, the better we can help.

make sure to include photos and an unboxing video (we will need the receipts for any claims with the shipping provider). this helps us see how your plants arrived and figure out what next steps to take. without photos & a video, we might not be able to help.

missing your delivery? let us know and we will start a claim with the shipping provider if/when the package is officially lost.

Contact form

other important info

please keep in mind

  • once your plant leaves our care, it's out of our hands - literally. this means that we cannot be responsible for any damages that happen during shipping, after delivery, or while the plant's adjusting to your home. 

  • plants are living things and for this reason, shipping carriers often don't cover plants in their insurance options. we will try a claim if you report damage, but please keep your expectations low (lost packages are different).

  • it's up to you to add a heat pack and double insulation to your order if temperatures in your area are going to drop below 40 degrees during shipping. we are not responsible for cold or heat damage.

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