At DirtBag Plants, we stand behind the health of our foliage. We guarantee that every plant you order will arrive at your doorstep alive and viable, period. If a plant perishes during transit—even if the shipping carrier experiences unexpected delays—your purchase is completely protected.
Because plants are living organisms, shipping can cause minor cosmic stress. Please read our coverage guidelines below to understand what qualifies and how to submit a claim.
1. What Is Covered (Our Guarantee)
We guarantee that your plant will be alive upon arrival. If your package is delayed in transit by the courier (USPS, UPS, FedEx) and the plant arrives dead, completely rotten, or suffering from catastrophic damage that compromises its survival, you are 100% covered. We will issue a replacement or store credit for the value of the plant.
2. What Is NOT Covered (Standard Transit Stress)
Plants traveling in a box will naturally experience minor cosmetic transit stress. The following conditions do not mean a plant is dead and do not qualify for a refund or replacement:
- Minor leaf cosmetic issues: A single yellowed, bruised, or slightly torn leaf.
- Minor browning: Crispy leaf edges or tips due to a temporary drop in humidity.
- Loose substrate: Soil shifting inside the packing paper or nursery pot during transit.
- Temporary wilting: Drooping stems that fully recover after a fresh drink of water and a few days of acclimation.
3. How to File a Claim (The 24-Hour Window)
To qualify for a replacement or store credit, you must submit your claim within exactly 24 hours of the official carrier delivery timestamp. Because live plants cannot sit in enclosed mailboxes or on hot/freezing porches, this window is strictly enforced.
To file your claim, please email us at info@dirtbagplants.com with:
- Your Order Number.
- Clear, high-resolution photos or a video of the plant taken immediately upon opening the original shipping box.
- A clear picture of the root system if you suspect transit rot.
Note: Do not cut, trim, or repot the plant before filing a claim. Altering the plant entirely voids our live arrival guarantee.
4. Policy Exclusions
Your guarantee is only voided if the delivery failure is caused by customer error:
- Incorrect Addresses: If a package is lost, misdelivered, or returned to sender because an incorrect or incomplete shipping address was provided at checkout.
- Uncollected Packages: If the carrier attempts delivery and the package is left sitting outdoors in extreme elements for hours after the delivery timestamp.
