Returns, Exchanges and Cancellations Policies
Because of the nature of our items we can't accept returns or exchanges of our plants.
We can accept returns of:
- 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 cannot accept returns of :
- Any items on sale, pre-sale, or custom made.
- 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.
Returns must be requested within 3 days of delivery and shipped back to us within 7 days of delivery. Customers are responsible for return shipping costs. Upon return, the package will be assessed to make sure products are undamaged and we are able to resell. Refunds (not including original shipping cost) will be made to original form of payment.
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. Any orders already shipped cannot be cancelled, please see our return policies.
We will respond to your message during business hours Monday-Friday.
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.
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 within 3 days of package delivery 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 First Class and insured Priority Mail to ensure that your items arrive quickly. A tracking number will be emailed to you when your item has shipped!
First Class orders are typically delivered within 6-9 business days.
Priority Mail orders are typically delivered within 5-7 business days.
SHIPPING DURING COVID
Due to the global pandemic, we continue to ship on time but cannot guarantee the arrival of packages by the estimated delivery date. We are unable to refund orders if they are delayed and marked as "in transit."
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 at firstname.lastname@example.org 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 do our best to send a replacement part(s) that are exact, or very similar to, the item(s) you ordered. 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 a heat pack was not included, causing the plant to arrive damaged, we cannot replace or refund the order, but plants may be repurchased.
MISSING + LOST PACKAGES
We wait for each package to be scanned in by hand at the USPS. 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 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.
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.
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 labels are auto-printed with the address provided at checkout. If the address is incorrect, USPS is unable to deliver, someone is unable to pickup the package, or any other circumstances leading to a returned package, we must wait to receive the returned package before assessing the cost to reship the package. Cost to reship the package may include the USPS shipping fee and any potential plant replacement due to being held by USPS.
Customer Service Policy
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.
We will never sell your information.
Personal information we collect:
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.
We collect Device Information using the following technologies:
- “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
- “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
- “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site.
Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers), email address, and phone number. We refer to this information as “Order Information”.
How do we use your personal information?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:
- Communicate with you
- Add you to our Plant Killer Club email list
- Screen our orders for potential risk or fraud; and
- When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).
SHARING YOUR PERSONAL INFO
We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.
We also use Google Analytics to help us understand how our customers use the site. You can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser.
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below.
Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States.
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.
Additional Policies and FAQs
HANDMADE AND NATURAL QUALITY
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. 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.
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!