Hi Brian,

I am very sorry that you were dissatisfied with your order. We do our best to assist every customer and resolve issues whenever possible.

As outlined in the refund policy included with your order, we ask that any problems be reported within 24 hours of delivery and accompanied by photographic evidence. We have this policy for two important reasons.

First, plants undergo a significant amount of stress during shipping. While we take every precaution to package them properly, delays in opening a package after delivery can result in damage or loss that is unrelated to the condition in which the plants arrived. Photographs taken upon receipt allow us to accurately assess the condition of the plants at the time of delivery.

Second, if the issue falls outside of our refund policy, the photographs are often necessary for us to file a claim with USPS on the customer's behalf. After reviewing your shipment, it appears that your package experienced a transit delay and likely would have qualified for a USPS claim had we been notified in accordance with our policy. The condition you described also suggests that the package may have experienced significant mishandling while in transit.

I would also note that your order was shipped using Ground service. While we offer customers a choice of shipping methods, we strongly recommend Priority shipping for live plants and only guarantee orders shipped via Priority service. Ground shipping carries additional transit risks that are outside of our control.

Again, I am sorry that your experience was disappointing, and I appreciate your feedback.

Sincerely,

Elizabeth