Hi James,

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, when a shipment is delayed, damaged, or mishandled in transit, photographs and timely notification are often required for us to pursue a claim with the carrier. Without that documentation, our ability to assist customers and recover losses from the shipping company is extremely limited.

After reviewing the tracking information, it appears that your package experienced delays while in transit. The condition you described is consistent with the type of stress live plants can experience when shipping times are extended or when a package is subjected to rough handling.

Unfortunately, our records indicate that we were never contacted regarding any concerns with this order. Had we been notified within the timeframe outlined in our policy and provided with photographs of the plants upon arrival, we likely would have been able to evaluate the situation and, if appropriate, pursue a claim with USPS on your behalf.

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 and may increase the likelihood of shipping-related damage.

Again, I am sorry that you were disappointed with your order. We appreciate your business and thank you for taking the time to share your concerns.

Sincerely,

Elizabeth