Refund policy

Replacement Policy

We sell living plants and living soil, so our policy is built around the Arrive Alive Guarantee. If something arrives dead, damaged, wrong, or missing, we make it right with a replacement. We do not issue refunds — every valid claim is resolved with a replacement or store credit.

Live plants

  • Dead on arrival, crushed, snapped, or frozen: email photos of the plant and the box within 48 hours of delivery, before repotting. We ship a replacement on the next shipping day. If the exact plant is no longer available we send an equal-or-better substitute or issue store credit.
  • Wrong or missing item: tell us and we ship the correct item immediately at no cost.
  • Not covered: normal travel stress (a yellowing lower leaf, a bent petiole, minor wilt), and care after delivery — underwatering, overwatering, or pests introduced at home. Message us anyway and we will help you troubleshoot.

Because plants are perishable and every plant is a one-of-a-kind cutting or seedling, we do not accept returns of live plants for any other reason, and we cannot accept plants shipped back to us.

Substrate and other non-living goods

All sales of The Dirty Bowtie substrate and other non-living goods are final. We do not accept returns on substrate, opened or unopened. If a bag arrives damaged, split, or you received the wrong item, email us photos within 48 hours of delivery and we will replace it.

How claims are resolved

Approved claims are resolved with a replacement shipped at no cost to you, or store credit if you prefer. We do not refund to the original payment method.

Cancellations and address changes

Orders can be cancelled for a full refund any time before they ship. Once a box is packed and labeled we cannot stop it. If a package is returned to us because of an incorrect address, we will reship it once you cover the new shipping cost.

Cold weather

We watch the forecast on both ends and hold orders when it is too cold to ship safely. If you ask us to ship into freezing weather anyway, the Arrive Alive Guarantee does not apply to cold damage on that order.

Contact

Email bowtieplantco@gmail.com with your order number and photos. We answer every message.