FAQs

We thought you might ask…

We reply to emails during business hours from 9am-6pm EST. We do our best to respond within 72 hours of receipt. 

However, change of address and order cancellations must be received within one hour of order placement and should receive an immediate response.

Questions About Existing Orders & Shipping

Do all orders really ship free?

Yes, we ship all orders to the contiguous 48 states free of charge. All packages over 1lb. ship via USPS Priority Mail or UPS Ground.
We take pride in ensuring proper packaging and safe delivery of your plants. We make every effort to ship all orders within 2-5 business days to manage cold weather issues and carrier delays. Smaller packages (under 1 lb.) are shipped via First Class Mail. Delivery dates for all products are dependent on USPS and UPS. We are only able to ship to the contiguous 48 states. If multiple plants are ordered at the same time they may not all be delivered at the same time.

How do I cancel an existing order?

Please contact us within an hour of order placement at orders@planterina.com if you need to cancel an existing order. We will make every effort to accommodate your cancellation request but cannot guarantee that we will be able to do so.

How do I change the shipping address on an existing order?

Please contact us at orders@planterina.com within an hour of order placement if you need to change the shipping address for an existing order. We will make every effort to accommodate your request but we process orders quickly and cannot guarantee that we will be able to change the shipping address.
We are not responsible for packages returned to us by the carrier due to incorrect or incomplete address or delivery information.

What is the status of my order?

To check on the status of an order, sign into your account using the email address and password entered during checkout. Click “ORDERS” from the menu.
It is common for most shipping carriers NOT to scan packages except at the point of origin, which generally occurs within 24-48 hours after shipment. Tracking information may therefore be delayed or limited, even though your package is on its way to you.

How long will it take to receive my order?

We ship via USPS Priority Mail or UPS Ground for most shipments (USPS First Class Mail for boxes under 1lb.)
We take pride in ensuring proper packaging and safe delivery of your plants. We make every effort to ship all orders within 2-5 business days.
Once your order is shipped it is typically delivered within 3-5 business days. There may be additional carrier delays. Business days are Monday through Friday excluding holidays.
Inclement weather and holiday shipping traffic are not factored into delivery times and may cause additional delays.
We are not responsible for packages returned to us by the carrier due to incorrect or incomplete address or delivery information.

Questions About Plants & Pots

Help! I have never had success with houseplants!

You have come to the right place. At Planterina.com your new plant comes to you direct from Florida where it was grown—unlike most retail houseplants, which have suffered through days, weeks and sometimes months of being re-shipped and stored in warehouses. What’s more, you will also be able to find tons of plant care and styling inspiration on our site and in our social media.

Will my plant look like the plant in the picture?

Yes, your plant will look like the plant pictured on the product page. However, as with all products of nature, variations in size, shape and color are to be expected and are part of the plant’s beauty. And remember, these plants are bred to thrive and will become more lush and beautiful over time given the proper care. Please see our Plant Care Section for more information on how to best care for your new plant.

Questions About Returns, Lost Packages & Payments

Refunds/Replacements

If you feel all or part of your order has arrived damaged, please be sure to follow the steps below to apply for a refund or replacement. Once we have received ALL of the requested information, your case will be reviewed within 48 hours. If a refund or replacement is approved, you will be notified by email shortly thereafter.
1. Within 24 hours of receipt of your package, please email 3 photos of the damaged plant or pot as described below, as well as a photo of the shipping box to orders@planterina.com.
2. Please include your order number in your email.
Please note we do NOT accept physical returns of plants.
We are not responsible for packages returned to us by the carrier due to incorrect or incomplete address or delivery information.

Lost Packages

Occasionally UPS or USPS will lose a package. If your package is not delivered to you within 10 business days after it has shipped, please email orders@planterina.com.

What forms of payment do you accept?

We accept all major credit cards. Please note that online orders may be executed with real-time credit card processing, and your card may be charged before your order has shipped.

Questions about Wholesale Orders And Design Services

Can I visit the Planterina Greenhouse or store?

No, our premises are not open to the public. We do not currently have any retail locations.

Do you sell wholesale?

No, we do not offer wholesale prices.

Do you offer plant installation and design services?

No, we do not offer plant installation and design services.

Security & Privacy

Please reference our Terms & Conditions and Privacy Policy. Should you have additional questions, email us at info@planterina.com .