Returns and Exchanges
Because of the nature of our items we can't accept returns of our plants.
We can accept:
- Anything that is non-parashible (ie. our planters) can be returned if it has not been used and can be used for future orders.
- We accept cancellations within 24 hour of purchase if we have not started processing your order.
We cannot accept:
- Any items on sale, pre-sale, or custom made will not be accepted to be returned.
- Any products that have been opened and used.
- We cannot accept plants because they are perishable and will not make back to us happy, healthy, and ready to re-ship.
As a company, we value the mental and physical health of everyone who works at our company. We demonstrate these values to our employees through policies that allow all employees to avoid any kind of mental distress via customer service. Our company strives to be a safe space where people treat each other with respect. No employee will be required to address aggressive behavior from any customer or potential customer. We reserve the right to refrain from contact with any customer that is behaving in a way that would cause distress to any employee.
DAMAGE DURING SHIPPING
In the rare case that a piece is damaged in transit, please take a photo of the damaged item and box and contact us within 24 hours. We are happy to replace any items that have been damaged due to our error as long as you contact us within 24 hours of receiving the item. We will respond to your message during business hours Monday-Friday.
Any plants traveling through temperatures below 40 degrees must ship with a heat pack (available for purchase through our shop). If packages traveled through these temperatures and arrived with a damaged plant, we cannot replace or refund the order, but plants may be repurchased. If there are no problems with your order due to our error you may return it, but may be charged a restocking fee.
We ship orders as quickly as possible. We can only process cancellations on the same day the order is placed and - only - if the order has not been started. Any orders that are in the packing process and are canceled may have a restocking fee to cover the cost of work completed. We will respond to your message during business hours Monday-Friday.
Since all of our items are handmade and unique, there may be slight variations in size, color, or shape. We recreate pieces as close to the photo as possible. We match our plants with planters we make just for them. Since the size of plants varies, our planter sizes vary as well.
We only grow and use the highest quality and most hardy plants and spend each day caring for them until they arrive at their destination. Since we can no longer care for the living plants once they arrive at their destination, in the rare case that something happens to them after they arrive, refunds cannot be provided. We provide easy care instructions for each of our low maintenance plant varieties. In the rare case that something happens to your plants, we do have replacements available should you need.
Some plants have naturally occurring flaws. When our plants have this we do our best to photograph them to show these abnormalities so you know what your purchased plant will look like.
If something happens to any of your items during shipping, let us know within 24 hours and we will do our best to replace the item with an exact or similar match that meets your expectations. We will respond to messages during business hours Monday-Friday.
MISSING + LOST PACKAGES
We wait for each package to be scanned in by hand at the USPS. Your tracking information is in your order information in your Etsy account.
Once the post office receives your package, USPS is responsible for it. We recommend priority shipping so that your order is insured. The person who placed the order or receiver is in contract with USPS responsible for contacting the post office about lost or late packages. The USPS needs specific details about the home and package drop location from the receiver in order to process their search in the case of a lost or late package. If your package is lost or missing you will need to file a claim with USPS to find the package or receive a refund through the insurance included with Priority shipping.
PLANT KILLER REPLACEMENT PACKAGE
In the rare case that something happens to your plant and you would like to purchase a replacement, we are happy to do so. Since we work really hard to grow our plants and make planters for the specific needs of each plant, we only send out replacements to live in our planters. We don’t sell plants by themselves without our planters.
If you have any questions, concerns, or your item arrived other than expected, please contact us at email@example.com right away and we will do our best to resolve the issue during business hours Monday-Friday.
Please let us know if you have any questions or issues with your order before assembly or leaving a review. We are happy to help with your order.
Tierra Sol Studio ships items using insured Priority Mail and First Class to ensure that your items arrive quickly. A tracking number will be emailed to you when your item has shipped!
NEED IT QUICKER?
We have a rush shipping option for processing your order and delivering it to the post office within 24 hours! https://tierrasolstudio.com/products/rush-order-24-hours-processing-time
We also offer shipping upgrades during check out.
All items are packed to ensure a safe arrival and are always beautifully packaged to be ready for gifting whether you are treating yourself or someone else.
Plants should be unpacked and assembled as quickly as possible. We recommend opening the package right away to allow for light, but they do not need to be assembled in the planter if you would like for the receiver to have the fun of assembling. Plants and planters should be assembled and watered within 5-7 days of ordering.
Plants and planters are shipped disassembled so that they do not shift while being shipped. Each comes with easy and fun instructions for assembly and care. Please check your package for all pieces of your order.
In the rare case there is damage in transit please let us know within 24 hours of delivery and include a photo. We will do our best to send a replacement part(s) that are exact, or very similar to, the item(s) you ordered. Please contact us right away if this should happen. (See Returns and Exchanges for more information)
CHANGING SHIPPING ADDRESS AFTER PURCHASE
We have a very small window of time in which we can change your shipping address before a package is shipped. Please contact us immediately if you need to change your shipping address. Shipping labels must be changed at the moment that the label is printed. We will try our best to change it for you but cannot guarantee a change in shipping. Should the address change not go through, you can reroute your package by calling the local post office for your original shipping address.
All of our orders are beautifully packaged and ready to be given as gifts. We are happy to send gift messages! We will not include a receipt unless otherwise specified. Just let us know that the purchase is a gift and what message you would like to include in the notes section of your cart and we will hand write your message on a gift note!