At DirtBags, our plants are part of our family. Every single specimen we ship is proudly propagated right by our own hands on our residential property with sustainable, gentle care. Because we personally hand-select, grade, and pack your green companions to ensure flawless quality before they leave our care, we want you to feel completely confident welcoming them into your indoor jungle.
Because we work with live, perishable botanical elements, our return process is a little different than a standard department store. Please read our operational guidelines below to understand how we protect your investment from transit to your countertop.
📦 Our Ironclad Live Arrival Guarantee
We ship houseplants safely across all continental US states using advanced, climate-shielded packing methods. Every single live plant leaves our property protected by our Live Arrival Guarantee.
What to do if a plant arrives damaged:
Plants are living things, and shipping can occasionally be stressful for them. Dropping a lower leaf or transit-related minor soil shifting is completely normal. However, if your plant arrives severely damaged, dead, or frozen due to transit delays, we will instantly issue a replacement or store credit.
To qualify for a Live Arrival claim, you must complete the following within 24 hours of the package delivery timestamp:
- Do not repot or trim the plant: Leave the plant inside its original clear nursery container or domed start system. Altering the plant voids the safety coverage.
- Take clear photos: Capture at least 2 clear pictures of the damaged plant, including a view showing the root system through the clear nursery walls if applicable.
- Contact us immediately: Send your order number and photos straight to our support team at info@dirtbagplants.com.
Claims submitted past the strict 24-hour delivery window cannot be honored, as we cannot track environmental exposure, watering levels, or light shocks once the live plant enters your home environment.
🚫 Live Plants: Returns & Mix-and-Match Policies
- No Physical Returns on Live Plants: For the health and biosecurity of our residential greenhouse workspace, we do not accept physical returns on live plants. Shipping a live plant backward without climate-controlled safeguards causes extreme plant shock, and returning them poses pest risks to our healthy stock. If there is a verified issue with your plant at arrival, we fix it via replacement or credit rather than making you ship it back.
- The 2-Plant Starter Container Minimum: As noted during checkout, all 2.5-inch and 3-inch starter containers carry a strict 2-plant purchase minimum to balance packing boxes for safe transit. While you are free to mix and match any varieties to hit this tier, canceling an individual item after purchase that drops your small container count down to 1 plant will require our team to pause the order until a second mix-and-match variety is selected.
- Variations from Website Photos: Nature is beautifully diverse. While we guarantee your plant will match the exact structural size tier purchased (such as our premium 3″ domed, 4″ nursery, or new 6″ display pots), individual leaf counts, variegation patterns, and heights will vary naturally from website staging photos.
🪨 Gardening Supplies, Soils, & Handmade Treasures
For our non-perishable components—including our custom hand-mixed soil substrates, heavy-duty glass terrarium vessels, and unique handmade artisan finds—we offer a 30-day return window.
- Return Window: You have 30 calendar days from delivery to request a return on dry supplies.
- Condition of Goods: To qualify for a refund, supplies must be entirely unused, unopened, and resting inside their original packaging. Handcrafted custom soils portioned into our unbranded biodegradable bags must still be fully sealed and untampered with.
- Return Shipping Costs: Unless an item arrived broken or defective, buyers are responsible for covering return postage costs back to our residential fulfillment center.
💸 How Refunds & Cancellations Are Processed
- Order Cancellations: Because we pack small-batch shipments quickly, you can cancel an order for a full refund at any time before your shipping label has been printed. Once a tracking code is generated or live plants are boxed into their transit containers, the order can no longer be canceled or altered.
- Refund Timeline: Once a return or an approved Live Arrival Guarantee claim is verified by our team, your refund is processed instantly. Funds will return directly to your original payment method (Credit Card, Credit Union portal, or App balance) within 5 to 10 business days, depending entirely on your financial institution’s processing speeds.
