FAQs

If your item arrives damaged or faulty, please contact us within 24 hours of delivery with:

• Your order number, and
  
• Clear photos or video showing the issue.
  

Our team will review and advise on the next steps.

Pickup Fees:

• There are no pickup charges for approved damaged or faulty items.
  

Important:

• We’re unable to process a refund or exchange if we are not notified within 24 hours of delivery. Please inspect your items upon arrival.
  

Returns & Exchanges Policy

Our Promise

In line with our mission to make stylish indoor plants easy and accessible, we make every effort to delight you with both our products and service. If something isn’t quite right, we’re here to help.

Notification Window

Please contact us on the same day you receive your order to request a return or exchange.

Eligibility

• Returns/exchanges apply to damaged or defective items only
  
• Plants are non-returnable
  

Fees by Order Stage

1) Order Fulfilled (Not Yet Delivered)

If your order has already been fulfilled:

• A restocking fee of 10% of the returned item value applies
  

2) Order Delivered

If your order has already been delivered:

• A restocking fee of 10% of the returned item value, and
  
• A pickup fee of $20 or 10% of the returned item value (whichever is higher) apply, or you may at your cost, send the item back to our warehouse.
  

Refund Method

• Approved refunds are issued as store credit by default
  
• If you request a refund to your original payment method, an additional 5% administrative fee will apply
  

Before You Order

Please review dimensions and materials in the product description carefully.

For clarifications, contact us via live chat or email before placing your order.

Promotions & Final Decision

• Returns and exchanges may be excluded during promotional periods
  
• Tumbleweed Plants reserves the right to reject any return, exchange, or refund deemed unreasonable
  
• All decisions are final

Live Plants Policy

Because plants are perishable and naturally variable, we handle them differently from other products.

Every plant is trimmed, styled, and QC-checked before delivery.

Eligible for Support (Within 24 Hours of Delivery)

We can assist if the plant arrives:

• Wrong item received
  
• Severely damaged / not viable on arrival
  
• Outside the stated size range (beyond reasonable tolerance)
  

What to Do

Contact us within 24 hours of delivery with:

• Your order number
  
• Clear photos or video of the plant and packaging
  

Conditions

• Keep the plant in its original nursery pot
  
• Do not repot or trim before contacting us
  
• If the exact item is unavailable, we’ll offer a replacement or store credit
  

Not Eligible

• Change of mind
  
• Minor cosmetic blemishes, slight leaning, a few transit leaf drops, or soil shift
  
• Natural variation in shape, height, or leaf count
  
• Issues after delivery (over/under-watering, heat/sun exposure, pets, etc.)
  
• Custom potted sets
  
• Sale / clearance items
• Free Gifts
  

Non-Plant Items (Planters, Tools, Decor)

Return Window

Requests must be made within 3 days of delivery.

Condition

Items must be:

• Unused
  
• In original packaging
  
• With all inserts, accessories, and any free gifts
  

Exclusions

Returns are not accepted for:

• Used or installed items (e.g. planters with soil wear, water marks, or signs of use)
  
• Custom or engraved items
  
• Change-of-mind on used goods
  
• Pots that have been used for repotting, whether repotting was done by us or by the customer
  

Fees, Method & Timing

• Delivery fees are non-refundable
  
• If a return pickup is required:
  
  Pickup fee: $20 or 10% of the total returned merchandise value (whichever is higher)
  
  
  
• Refunds are issued as store credit by default
  
• Refunds to the original payment method are available upon request, subject to an additional 5% administrative fee
  
• Refunds apply to the final amount paid after discounts and vouchers
  
• Loyalty points, vouchers, and gift cards are not redeemable for cash; balances will be adjusted accordingly
  
• Once approved, refunds typically appear within up to 14 working days (payment gateway/bank dependent)
  

Final Decision

Tumbleweed Plants reserves the right to decline any return that does not meet the above conditions. All decisions are final.

Fit & Access: Measure your space. For large plants/planters, check lift/doorway/stair dimensions and building access rules.

Light Match: Pick a plant that suits your natural light (low/medium/bright, direct vs. indirect).

Pot Compatibility: Ensure your planter’s internal diameter fits the nursery pot or the repot size you select (and whether you want drainage).

Care Level & Pets: Choose a plant you can maintain; check pet-friendly options if needed.

Delivery Details: Confirm recipient availability and any condo/office delivery requirements.

Natural Variations: Shape, branching, leaf count, and slight height range may vary; blooms/variegation are not guaranteed unless stated.

Products Eligible for Exchange or Refund

We can only process returns for items that are new and unused, in original packaging.

Important:

Any products that have been used or consumed (e.g. soil, planters used via repotting services, or any item showing signs of use) are non-refundable for change of mind.

How to Request a Return

Please contact us first to request a return. Our customer service team will confirm eligibility and next steps.

Once approved, choose one of the following options:

Option 1 — Return In Person

• Bring the item to our warehouse within 3 days of receiving your order
  
• Provide your order number
  
• If approved, we will issue an exchange or store credit
  
• A restocking fee of 10% of the returned item value applies
  

Option 2 — Return Pickup

• We will collect the item from the original delivery address
  
• Fees deducted from the refund:
  
  Restocking fee: 10% of the returned item value, and
  
  Pickup fee: $20 or 10% of the returned item value (whichever is higher)
  
  
  
• Refunds are processed within 72 hours after the item is collected and inspected
  

Refund Method & Fees

• Refunds are issued as store credit by default
  
• Refunds to the original payment method are available upon request, subject to:
  
  Restocking fee (10%),
  
  Pickup fee (if applicable: $20 or 10%), and
  
  Additional 5% administrative fee
  
  
  
• Refunds apply to the final amount paid after discounts and vouchers
  
• Delivery fees are non-refundable
  

Promotions & Final Decision

• Returns and refunds may be excluded during promotional periods
  
• Tumbleweed Plants reserves the right to decline any return that does not meet these conditions
  
• All decisions are final

You may return non-plant items only (e.g. planters, tools, décor) if they are unused and in original packaging, within 3 days of delivery.

Step 1 — Contact Us

Message our team with your order number to request a return. We’ll confirm eligibility and next steps.

Step 2 — Choose a Return Method

• Warehouse Drop-Off: Bring the item to our warehouse within 3 days of delivery. A 10% restocking fee applies.
  
• Pickup Service: We’ll collect the item from the original delivery address. A 10% restocking fee and a pickup fee of $20 or 10% of the returned value (whichever is higher) apply.
  

Refunds

Approved refunds are issued as store credit by default. Refunds to the original payment method are available upon request, subject to an additional 5% administrative fee. Delivery fees are non-refundable.

Should you like to return, and require our pickup service, as a standard, our pickup charge of $20/10% of total returned value, applies.

However, should you like to place a separate order, and would like our driver to pick it up on the delivery on a reasonable basis, we would be happy to try to accommodate, please reach out to our customer service to do so.

All refunds made will be subject to our Returns Policy, and refunds would be given as a form of Store Credits which can be used on your next purchase with us.

For refunds into original payment method, additional charges of 5% applies on the total refunded amount.