Returns & Exchanges

Our Philosophy

At Foxtail Plant Shop, we are curators of premium, garden-defining shrubs. We meticulously prepare each living investment—from Cold Hardy Camellias to Fragrant Azaleas—for its journey to your sanctuary. We understand that sometimes, a plant may not thrive as expected upon arrival. Our Returns & Exchanges policy is designed to be as transparent and nurturing as our gardening guidance, ensuring a seamless experience should you need to return or exchange an item.

Key Policy Overview

• Return Window: 15 days from the date of delivery.
• Condition: Items must be in their original, resalable condition, with the original packaging and tags intact.
• Process: Initiate a return or exchange by contacting our team first. Unauthorized returns cannot be accepted.
• Refunds: Issued to the original payment method within 7-10 business days after we receive and inspect the return.
• Exchanges: Subject to product availability. We will guide you to a suitable alternative from our curated collections.
• Non-Returnable Items: Please see the dedicated section below.

Step-by-Step Return or Exchange Process

Step 1: Contact Our Team (Within 15 Days of Delivery)

Please email us at [email protected] with your order number and details about the item you wish to return or exchange. You may use the template provided below.

Step 2: Receive Authorization & Instructions

Our customer care team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping the item back to our nursery. Returns sent without an RMA number cannot be processed.

Step 3: Pack and Ship the Item

Please repack the plant securely in its original packaging, if possible, to ensure its safe return journey. Include the RMA number clearly on the outside of the box. Ship the package to the address provided in your instructions.

Return Shipping Costs: Customers are responsible for the cost of return shipping unless the return is due to our error (e.g., incorrect item shipped). We recommend using a trackable shipping service.

Step 4: Inspection & Completion

Once we receive the item at our nursery, our team will inspect it within 3-5 business days. We will then notify you via email about the status of your refund or exchange.

Return/Exchange Request Email Template

To streamline your request, please copy, paste, and fill out the following template in your email to [email protected]:

Refund Timeline & Method

Upon approval of your return:

• Timeline: Refunds will be processed to your original payment method (Visa, MasterCard, JCB, or PayPal) within 7-10 business days after we receive and approve the returned item.
• Notification: You will receive an email confirmation once the refund has been issued. The time it takes for the refund to appear in your account may vary depending on your financial institution.
• Exchanges: For exchanges, once the return is approved, we will promptly ship the replacement item. Shipping charges for the new item may apply unless the exchange is due to an error on our part.

Items That Cannot Be Returned or Exchanged

Due to the living nature of our products and the specific curation of certain collections, the following items are considered final sale and are not eligible for return or exchange:

• Rare & Limited Availability Plants: Items listed under the “Rare” category in our menu. These are unique, one-of-a-kind specimens that are difficult to replace.
• Custom or Special Orders: Any plant or order that requires specific, non-standard preparation or sourcing.

Damaged or Incorrect Items

If your order arrives damaged or if you received an incorrect item, please contact us within 48 hours of delivery at [email protected]. Provide your order number and clear photographs of the packaging and the plant. We will arrange a replacement or refund promptly and cover all associated shipping costs.