Live Arrival Guarantee

This is an optional service, costing 10% of your cart subtotal. It is not mandatory.
This guarantee is only available for shipments to the United States at this time. We may extend this service to other regions in the future.

What this guarantee covers

• Package lost by the carrier
• Severe physical damage caused during transit
• Plants arrive dead upon delivery

Claim Rules

1. You must submit a full unboxing video + clear photos within 2 hours after delivery is marked delivered.
2. The video must show the original sealed shipping box, unboxing process, plant condition and root system. Partial footage will not be accepted.
3. We reserve the right to verify carrier tracking records.
4. Approved claim remedy: Replacement plant OR store credit. Return shipping cost for replacement is not included.

What is NOT covered

• Customs inspection, delay, seizure or confiscation
• Minor leaf loss, small cosmetic marks, slight shrinkage, which are normal for bare-root succulent shipping
• Buyer’s local extreme weather, improper care, overwatering or bad growing environment after delivery
• Orders without this Live Arrival Guarantee selected are shipped at buyer’s own risk. No refund, replacement or store credit for arrival issues.
• Delivery missed by buyer, refused delivery, or delivery left unattended for long time.
• Orders shipped to countries outside the United States are not eligible for this guarantee service.

Important Note

Phytosanitary certificate is a separate document and does not equal this arrival guarantee.