Live Arrival Guarantee
If it does not arrive alive, that is our problem — not yours.
The promise
Every plant leaves here healthy and packed to survive the trip. If yours arrives dead, crushed, or badly damaged, send us a photo within 48 hours of delivery and we will replace it on our next shipping day or refund it in full. Your choice. We do not ask you to ship anything back.
How to claim
- Photograph the plant, ideally still in the box, the day it arrives.
- Email russ@tropiplants.com with your order number and the photos.
- Tell us whether you would rather have a replacement or a refund.
That is the whole process. No form, no RMA number, no phone tree.
What counts as damaged
Plants are living things and they do not travel comfortably. Some of what looks alarming is not.
| Covered | Normal transit stress — not covered |
|---|---|
| Snapped or crushed main stem | Yellowing leaves |
| Plant is mush, black, or clearly rotted | A few dropped or browned leaves |
| Root ball destroyed or completely dry | Wilting that recovers after watering |
| Frozen solid in transit | Bent or creased leaves |
| Wrong plant sent | Slightly smaller than you pictured |
A tired-looking plant is almost always fine. Water it, keep it out of harsh sun for a week, and give it a fortnight before you write it off. Our growing guide covers the first two weeks in detail. If you are unsure, email us a photo — we would genuinely rather help you rescue a plant than ship you a new one.
Where it does not apply
- Claims made more than 48 hours after delivery.
- Packages left outside in freezing or extreme heat after a successful delivery.
- Shipments you asked us to send during a weather hold we flagged.
- Delivery to an address that turned out to be wrong or undeliverable.
- Plants that decline weeks later from care, pests, or the wrong growing conditions.
Beyond the guarantee
We are not interested in winning arguments with our customers. If something has gone wrong and it is not strictly covered here, email us anyway and tell us what happened. We would rather keep you growing.