Frequently Asked Questions
Live Arrival Guarantee
All of our plants are protected by our live arrival guarantee. We will replace or refund any plant that arrives dead or significantly damaged. To qualify, please email us within 12 hours of the carrier’s recorded delivery time. Our email address is info@sarahcottaplants.com. Include your order number, detailed photos of the damage, and full photos showing the entire plant. Significant damage means transit damage that materially affects the plant’s health or ability to recover. Temporary wilting, minor leaf loss, cosmetic blemishes, small tears, bent leaves, or minor soil displacement may occur during shipping and are not considered significant damage when the plant remains healthy and viable. Claims received more than 12 hours after delivery are reviewed on a case by case basis but are not guaranteed coverage. The Live Arrival Guarantee does not cover damage that occurs after delivery because a package was left unattended in a mailbox, PO Box, or outdoors in hot, freezing, or otherwise severe weather. Please monitor your tracking and bring your package indoors promptly after delivery. If a plant arrives dead or damaged by freezing temperatures and a heat pack was not purchased with the order, the Live Arrival Guarantee does not apply. The guarantee also does not cover damage caused by repotting, root disturbance, or improper care after arrival. We recommend leaving your plant in its nursery pot for at least one week so it can acclimate to its new environment. Repotting too soon can place additional stress on the plant, especially if its roots are disturbed or damaged. Whenever possible, wait until spring or summer, when most plants are actively growing. Repotting during fall or winter is usually not recommended.
Heat Packs and Cold Weather Shipping
When freezing temperatures are expected at the delivery destination or along the transit route, adding a heat pack is essential. Our heat packs are designed to provide supplemental warmth for up to 120 hours. Because their operating time is limited, we strongly recommend also selecting expedited shipping for the best protection.
Customers are responsible for monitoring their local weather and adding a heat pack to their order when needed. Due to our order volume and the number of destinations we serve, we cannot evaluate the weather conditions for every shipment.
What to Expect When Shipping Live Plants
We take exceptional care to keep your plants safe and secure during transit. Each plant is individually wrapped and nestled securely inside its box. Open spaces are filled with biodegradable packing peanuts to help prevent movement and provide additional protection.
Even with careful packaging, carrier handling and transit conditions are beyond our control. Minor cosmetic damage, such as a bent leaf or small blemish, can occasionally occur when shipping live plants. This usually does not affect the plant’s overall health or future growth.
Serious damage is very rare. If your plant arrives dead or significantly damaged, qualifying orders are protected by our Live Arrival Guarantee.
Choose the Right Plant for Your Space
Every plant is carefully inspected before shipping to ensure it leaves our facility healthy and ready to thrive. Before purchasing, please review the light, water, humidity, temperature, and soil requirements for your chosen plant to make sure it is a good fit for your home.
Care requirements can vary significantly between species. While many of our plants prefer bright, indirect light, their watering and soil moisture needs may be very different. Please refer to the individual product listing for a summary of each plant’s specific care requirements.
All sales are final
No returns or exchanges (unless damaged in transit)