Dear Olivia Plants Sales Gardener,

Thank you for choosing us to bring a touch of nature’s beauty to your home. We are committed to ensuring your gardening experience is seamless and joyful, from the moment you place your order to the day it arrives at your door. Below, you’ll find our detailed policies on shipping and returns, designed with your complete satisfaction in mind.

Shipping Information

We carefully pack and ship your orders with the utmost care to ensure they arrive in perfect, 5-Star condition.

Order Processing

All orders are processed within 1-2 business days after payment is confirmed. You will receive a confirmation email with your order number and tracking details once your package is on its way.

Shipping Methods & Timelines

We ship globally, excluding Asia and a few select remote regions. Please note shipping times are estimates and may be affected by factors outside our control, such as customs processing or weather.

  • Standard Shipping: Shipped via DHL or FedEx.
    • Cost: $12.95
    • Delivery Time: 10-15 business days after shipment.
  • Free Shipping: Available on orders over $50, shipped via EMS.
    • Cost: Free
    • Delivery Time: 15-25 business days after shipment.

Our Returns & Exchanges Promise

We take immense pride in the quality of our plants and garden supplies. Your happiness is our priority. If you are not completely satisfied with your purchase, we are here to make it right.

Eligibility

You may request a return or exchange for most items within 15 days of receiving your shipment. To be eligible, the item must be unused, in its original condition, and in its original packaging.

Important Note on Live Plants:

Due to their perishable nature, all live plants—including 5-Star Foliage Houseplants, Agastache, Amaryllis, Aquilegia, Asclepias, Aster, Astilbe, Ball-Form Dahlias, and all other live plants—are considered final sale. They cannot be returned or exchanged unless they arrive damaged or Dead-On-Arrival (DOA). Please refer to our separate Plant Guarantee Policy for details on how to file a DOA claim.

How to Initiate a Return or Exchange

Follow these simple steps for a smooth process:

  1. Contact Us: Within 15 days of receipt, email our friendly customer service team at [email protected]. Please include your order number and reason for return. You may use the template below.
  2. Wait for Approval: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and shipping instructions.
  3. Ship the Item: Securely pack the item(s) with the RMA number included inside the package. Ship it to the address we provide. Return shipping costs are the customer’s responsibility, unless the return is due to our error (e.g., we sent the wrong item).
  4. Processing: Once we receive and inspect the returned item, we will process your refund or exchange within 5 business days.

Return & Exchange Request Email Template

To help you get started, please use the following template:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Olivia Plants Sales Team,

I would like to request a [return/exchange] for my order #[Your Order Number], placed on [Order Date].

The item I wish to return/exchange is: [Product Name and Code/SKU]

Reason for return/exchange: [Please provide details]

My preferred resolution is:
[ ] Refund to original payment method
[ ] Exchange for [Product Name and Code/SKU]
[ ] Store credit

I have read and understand the Returns & Exchanges Policy.

Thank you for your assistance.

Sincerely,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

Refund Timelines & Methods

We strive to process refunds as quickly as possible after receiving your return.

  • Timeline: Refunds are typically processed within 5 business days of us receiving the returned item. Please allow additional time for the refund to appear in your account, depending on your financial institution.
  • Method: Refunds are issued to the original payment method used for purchase.
    • Credit/Debit Card (Visa, MasterCard, JCB): 5-10 business days to reflect on your statement.
    • PayPal: 3-5 business days to reflect in your PayPal account.
    • If you paid using a promotional method or gift card, your refund will be issued as store credit.

Exchanges

For eligible items, we are happy to exchange an item for a different size or color, subject to availability. If the new item is of a different value, we will process a partial refund or charge the difference accordingly.

Need More Help?

We are always here to assist you! If you have any questions about our shipping or returns process, please don’t hesitate to contact our dedicated customer service team.

Email: [email protected]
Mail: Olivia Plants Sales, 839 Gerald L. Bates Drive, Boston, US 02110

Thank you for trusting Olivia Plants Sales with your gardening needs. We appreciate your business and wish you many happy days in your garden!

Warmly,
The Olivia Plants Sales Team